Change or cancel an order
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.
If you’d like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please email hello@theillustrationgallery.com, stating your order number and date.
If your order has already been despatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products.
There are some products which we cannot cancel, refund or exchange, including personalised and made-to-order items.
Track your order
To check your order status, just click on the Your account link at the top of the page, sign in and then click View orders.
Order received means your order hasn't been processed yet.
Order processing means your order could be at any point between the warehouse receiving it and despatching your goods.
Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
Cancelled means your order has been cancelled either by you or us.
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please send an email to hello@theillustrationgallery.com
Your purchase history
To find out more information on your past orders, please sign into your account here.
Missing, incomplete or damaged orders
If your order hasn't arrived, or arrives incomplete, first of all please view your order online. If your order has been despatched but hasn't arrived within the expected time period, please send an email to hello@theillustrationgallery.com.
If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email us as before.
If your order arrives and the artworks are damaged, please complete an online returns form, or send an email to hello@illustrators.co.