Frequently asked questions

SHIPPING

Where do you ship to? We currently ship to addresses within the United Kingdom. If you have any questions about delivery to a specific location, please contact us at hello@islasgallery.co.uk before purchasing.

How long does delivery take? Paintings are shipped from London and typically arrive within 10-15 business days from the date of dispatch. We will provide a tracking number as soon as your order has been dispatched. Please note that occasional delays can occur due to courier circumstances outside our control.

How are paintings packaged? All original paintings are carefully rolled and shipped in a rigid protective tube. Before rolling, the painted surface is covered with a layer of protective paper or tissue to prevent any contact with the tube during transit. The tube is sealed at both ends and packaged securely for delivery.

Upon arrival, we recommend unrolling the painting on a clean, flat surface and inspecting it carefully before taking it to your local framer for stretching. If you have any concerns about the condition of your painting on arrival, please photograph it immediately and contact us within 14 days.

How much does shipping cost? Shipping is included in the price of every painting. No additional charges will be applied at checkout.

THE PAINTINGS

Are these original paintings? Yes. Every painting in our collection is an original, one-of-a-kind work by a Vietnamese artist. We do not sell prints, reproductions, or copies of any kind. Once a work is sold it is gone - we cannot reproduce or reorder it.

Who are the artists? We work directly with artists based across Vietnam. Each painting's listing includes the artist's name. We are proud to support and promote Vietnamese contemporary art and work closely with our artists to ensure fair and transparent representation.

Do the paintings come framed? No. All paintings are sold and shipped as rolled, unstretched canvas - unframed and without a stretcher frame.

Upon receiving your painting, you will need to take it to a local framer or canvas stretching service. They will stretch the canvas onto a wooden frame, after which it can be hung as is or placed into a frame of your choice. This is a routine service offered by most framers across the UK.

Please note that stretching and framing costs are not included in the purchase price. We recommend budgeting for this as part of your overall purchase. If you have any questions about the process or would like advice, please get in touch before buying.

Are the colours accurate in the listing photos? We make every effort to photograph our paintings accurately and in good light. However, colours may appear slightly different depending on your screen's brightness, contrast, and colour settings. If you would like additional photographs of a specific work before purchasing, please contact us and we will do our best to help.

What do the dimensions refer to? All dimensions listed refer to the painted canvas size - width × height in centimetres. The canvas may arrive with a small additional border around the painted area to allow for stretching. Final display dimensions will depend on how the canvas is stretched and framed.

ORDERS & RETURNS

Can I cancel my order? If you need to cancel your order, please contact us at hello@islasgallery.co.uk as soon as possible. We can cancel and refund your order in full if the painting has not yet been dispatched. Once a painting has been shipped, we are unable to cancel the order and our returns policy will apply.

Can I return a painting? Because each painting is an original, one-of-a-kind work of art, we are unable to accept returns due to a change of mind. We can only accept returns where the painting is materially and significantly different from its listing description or photographs.

If you believe this applies to your order, please contact us at hello@islasgallery.co.uk within 14 days of receipt with photographs and a description of the discrepancy. We will review your request and respond within 5 business days. If your return is accepted, we will provide a prepaid returns label and arrange collection.

Returned paintings must be securely re-rolled and packaged in their original tube. Once the painting has been safely returned and inspected, we will issue a full refund to your original payment method within 15 business days.

Please note: paintings that have been stretched, framed, or altered in any way cannot be returned.

What if my painting arrives damaged? Please contact us at hello@islasgallery.co.uk within 14 days of receipt with clear photographs of the damage, the packaging, and your order details. We will review your claim and arrange a full refund at no cost to you. Claims made after 14 days of receipt cannot be accepted.

How long will it take to receive my refund? Once a return has been received and inspected, or a damage claim approved, refunds will be processed within 15 business days to your original payment method.

GENERAL

I have a question not answered here — how can I get in touch? Please email us at hello@islasgallery.co.uk and we will get back to you as soon as possible. We aim to respond to all enquiries within 2 business days.