Help & FAQ
Do I have to register an account?
You don’t need to register an account with us in order to browse the website, but if you want to make a purchase online, you will then need to login or register an account in order to complete you purchase. Your address details are stored securely, but we don’t store your card details or share your personal information.
What if I forget my password?
If you forget your password, enter your email address and select remind me, and we will email you a password confirmation.
How do I place an Order?
Ordering is simple, find the products you want, add them to you basket, and click the yellow box at the top right hand side of the screen and you’ll see a summary of the items in your basket, click ‘checkout’ and we’ll walked you through the 4 step order process;
1. Confirm products details, adjusting quantities or removing unwanted items.
2. Add messages or information.
3. Confirm the billing and delivery addresses.
4. Enter the Payment details.
Once you have completed this process you will be taken to the thank you page and you will receive a confirmation email.
How quickly will I receive my order?
We try to keep a good stock of the products available on the online shop, and aim to deliver goods within 3-5 working days in the UK, if you're shipping them to a destination within Europe that could take between 7 to 14 days or 12 to 24 days for the rest of the world.
Goods are usually delivered by Royal Mail 48 Tracking and may take a little longer around Christmas and other holiday periods where delivery may take longer. We will let you know if there will be a delay, offering either to keep the goods on backorder or refund you. Please understand that sometimes there are delays - regrettably no delivery service is infallible, and estimated delivery dates are therefore not guaranteed.
Can I have orders sent more quickly?
If you have an urgent order please contact us by email at shop@balticmill.com or telephone +44 (0)191 440 4947 (Monday - Friday 10:00-18:00). Any orders sent next day delivery will be shipped by courier and the cost will be calculated by the weight of item(s) and its destination. Please note, we are currently unable to offer next day delivery
How are postage charges calculated?
We have tried to make shipping simple. There are 2 basic pricing structures one for prints and the other for none print products, these are then split into UK, Europe and rest of the World, reflecting the different costs of postage. Postage is FREE within the UK when you spend over £60.
As prints are fragile we have to pack them separately, so you will be charge for each item you order, however as we can package several none print items together you only be charged 1 postage charge for all none print items no matter now many items you order.
| Country |
Standard Postage (Tracked) |
Prints |
| UK | £4.95 | £20.00 |
| Europe | £25.00 | £40 |
| Rest of World | £40.00 | £100.00 |
Can I have my order gift wrapped?
Please add a message when completing your order with any special requests and we will do our best (within reason!) to fulfil this for you.
What payment methods does BALTIC accept?
Our secure payment gateway accepts all major credit and debit cards: MasterCard, Visa, Maestro and JCB.
Will there be additional duties and taxes payable on my purchase?
UK VAT will be included in all your purchases. You will be liable for all duties or levies payable at any foreign port as a result of delivery of goods outside of the United Kingdom. You shall not be entitled to cancel your order once it was been dispatched on the basis of unforeseen duties or levies.
Can I cancel an order?
Providing the order hasn’t been dispatched you can cancel your order by emailing us at shop@balticmill.com
Can I Return an Item?
While we hope you are pleased with your order, we understand that you may sometimes want to return an item, we accept returns made within 14 working days provided that you notify us prior to returning the item, that it is in the same condition as it was when you received it.
The return address is address;
BALTIC SHOP
BALTIC Centre for Contemporary Art
Gateshead Quays
South Shore Road
Gateshead
NE8 3BA
UK
Postage and packaging costs are non refundable, except in the event that the goods are faulty.
Can I order an item that is currently out of stock?
We try to make sure that all of our products are in stock, but occasionally we do sell out of a particular products the ‘add to basket’ link will be re-labelled ‘out of stock’ for these products.
If you add your email address we will notify you as soon as the product comes back into stock.