This page states the terms and conditions under which you use the www.nellyduff.com website, at home or in store. Use of the Nelly Duff website constitutes full agreement with these Terms & Conditions are stated below.

1. Payment for Goods & Delivery Charges

Nelly Duff can only supply goods that are ordered online via the website, email, telephone or in person at our East London gallery. All payments, including shipping costs, must be paid by credit, debit card, paypal or cash if ordered in person. Nelly Duff will not accept any other form of payment. All transactions are completed on a secure server and Nelly Duff will process all card transactions in store.

Nelly Duff is not responsible for parcels damaged during shipping.

Nelly Duff is not responsible for international duties or taxes. All international duties and taxes in relationship to your order are the responsibility of the purchaser.

2. Delivery Times

Orders are collated at 9am Monday to Thursday. All orders received after 9am will not be dispatched until the next shipping day. All UK parcels are shipped via the 1st Class Recorded ‘Signed For’ service.

3. Prices

Prices are as stated on the website and are subject to change at any time without notice. Any prices quoted for framing are valid for a period of four weeks after which the price may need to be re-quoted and is liable to change.

In the event that our website experiences a technical error and fails to charge for a frame as part of your order, Nelly Duff will reach out to request the correct payment manually, or refund your order in full.

4. Nelly Duff warranties

Nelly Duff is unable to provide any warranties in relation to the goods provided over and above its statutory obligation to provide goods of satisfactory quality in accordance with the Sale of Goods Act 1979 as amended by the Sale and Supply of Goods Act 1994.

5. Limited Liability

Except in relation to liability for death or personal injury Nelly Duff’s liability for negligence shall be limited to the total value of the transaction. Nelly Duff shall not be liable for any indirect, consequential, or special losses even if Nelly Duff has previously been advised of the likelihood of such losses.

6. Availability of the Website & Goods

Nelly Duff will use all reasonable endeavours to ensure that the website does not have any problems and that the goods displayed are available. However we cannot guarantee the availability of the website or that any goods on the site are in stock or available. In the case of an ordered item becoming out of stock, items will be allocated on a time-ordered basis and a full refund offered to all excess orders.

7. Typographical Errors

In the event that a Nelly Duff item is mistakenly listed at an incorrect price, Nelly Duff reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. Nelly Duff reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Nelly Duff shall issue a refund in the amount of the incorrect price.

8. Intellectual Property Rights

The rights in the designs and content of this website are owned by Nelly Duff. They are protected by copyright and other intellectual property rights. You may not copy, reproduce, modify, distribute, display, post or transmit any part of this site without permission. All trademarks, product names and company names or logos featured on this website are the property of their owners.

9. Returns & Exchange

All products sold at www.nellyduff.com  and at our East London gallery are verified by us as the genuine article.

Nelly Duff is confident you will be satisfied with your purchase however if not, returns are accepted within 14 days of receipt or one month of purchase, whichever comes first. As long as the piece is returned mint within their original packaging alongside original proof of purchase Nelly Duff is happy to exchange items purchased in-store for store credit, refunds are available at the gallery’s discretion.

Shipped artworks can be returned to us via post and refunded minus the shipping and packaging cost. Nelly Duff cannot accept responsibility for loss or damage to returned goods whilst in transit. If you do have to return any item, kindly use a trackable system such as a parcel delivery or courier service.

However, once it has left the UK, Nelly Duff cannot be held accountable for damages or imperfections in a framed artwork, and our guarantee becomes immediately void.

All orders found to be faulty or not as described will be refunded in full after we have received the item back at the gallery.  All orders found to be faulty or not as described must be reported to hello@nellyduff.com, with photographs within 14 days of receipt otherwise all guarantees and insurance are expired.  Nelly Duff will endeavour to replace items after this, however this is not guaranteed.

Please note that we cannot offer a returns policy for our framing service. Frames are bespoke made according to our customers’ requirements and therefore cannot be returned or exchanged.

Once a frame has been collected and left the gallery, the customer takes full responsibility for the welfare and condition of the frame in transportation and hanging. If it does ascertain any superficial damage once it has left the gallery, the gallery is no longer responsible for said damage.

All refunds will be processed in GBP. We cannot be held accountable to changes in exchange rates.

If you have any problems with your order or wish to cancel/exchange an artworks please contact us to arrange a refund, replacement or exchange. These terms and conditions do not affect your statutory rights as a consumer.

10. Privacy & Cookies Policy

Nelly Duff acknowledges that it is bound by the Data Protection Act 1998 and that it will not disclose your details to any third party without your express written consent. As a matter of good practice, we do not share any personal information with anyone and certainly will not sell it to others. For more information about our Privacy and Cookies Policies, please see Privacy & Cookies.

11. Right to alter Terms & Conditions

The Nelly Duff website is constantly changing and these terms and conditions may be updated from time to time. Nelly Duff reserves the right to change the terms and conditions without notice.

12. Third Party Links

In an attempt to provide increased value to our visitors, Nelly Duff may link to sites operated by third parties. However, even if the third party is affiliated with Nelly Duff, Nelly Duff has no control over these linked sites, all of which have separate privacy and data collection practices, independent of Nelly Duff. These linked sites are only for your convenience and therefore you access them at your own risk.

13. Shipping Offer Exemptions

Artworks that are not safe to be rolled into our Nelly Duff shipping tubes and require special flat-packing are not eligible in our free shipping offers. These pieces require additional shipping crate and courier costs as indicated. Please contact the gallery directly to gain a quote.

14. Gift Vouchers

Gift Vouchers may be redeemed within 12 months of purchase, against all items on sale.

15. Variations in Artworks

All artwork descriptions and dimensions listed on the website are intended to be as accurate as possible. However, sizes can vary from print to print. Please do not purchase pre-made frames in advance of receiving and thoroughly checking an artwork.  We cannot be held accountable for any framing costs incurred in any circumstance.

16. Uncollected Artworks

Nelly Duff will happily hold your unframed and framed artworks for up to 3 weeks. Please collect your artwork within this time period. If you do not collect your product within this time period, then the artwork may be put back in stock, in which case you will be refunded for your artwork. If you have ordered a bespoke frame, refunds can be offered according to the bespoke nature of the order and at the discretion of the seller. 

If you would like us to hold your item for longer you must advise us, quoting your order number. The additional length of time for which we will hold your goods is solely at our discretion.  Though we take as much care as possible with handling and storing the artworks and frames, due to restricted storage space and a high volume of orders coming and going,  Nelly Duff can not take responsibility for damage that comes to the artwork or frame beyond our standard storage period of 3 weeks, 1 week for oversized pieces. Once the standard or pre-arranged longer storage period has elapsed, if an order remains uncollected, we may refund the original cost of your order and return the goods to stock for re-sale at the gallery’s discretion.

Please note that Nelly Duff does offer same or future day, time-slot allocated delivery within most of London for artworks and frames if you are unable to collect. This generally ranges in price from £15 – £30, please contact the gallery for further information.

17. Reserved Artworks

A deposit payment will reserve an artwork for you for 28 days. You will only be able to collect your artwork if you have paid in full. If you do not pay the remaining balance and collect your product within this time period, then the artwork will be put back in stock, and you will be refunded. 

If you would like us to hold them for longer you must advise us, quoting your order number. The additional length of time for which we will hold your goods is solely at our discretion. If you would like us to hold your larger items for longer than 5 business days after we have advised you that they are available for collection, we may do so upon payment of a non-refundable storage fee. This storage fee is usually £15 per item per week. You must advise us as soon as we notify you that your goods are available if you want to arrange a longer storage period. Once the standard, or pre-arranged longer storage period has elapsed we will refund the original cost of your order, excluding any longer term storage payment, and return the goods to stock for re-sale.

18. Framing Guarantee

Nelly Duff offers a 12 month guarantee on all frames sold from the gallery. This guarantee covers the quality and structural integrity of the frame and not any physical damage to the frame that should occur once the frame has left the gallery or passed the agreed safe storage period of three weeks for standard frames, one week for oversized frames. Under this guarantee Nelly Duff agrees to correct any issues associated with the integrity and quality of the framing that should arise within 12 months of the customer’s order, any repairs or corrections beyond this time would incur a cost which will be advised by the gallery.

The return of frames to the gallery for corrections and frame refits during and beyond the period of the guarantee is solely the customer’s responsibility and Nelly Duff will not cover any costs for frame transportation or offer compensation for travel time incurred.


19. Edition numbers

Upon the completion of your order you are automatically assigned an edition number that will be listed in your confirmation email on the purchase of a limited edition print. However, we cannot guarantee that this will be the edition number you will receive. We will always endeavour to send you your artwork in absolutely mint condition and within the delivery time you select on checkout, to ensure we achieve this, it can mean that we will assign you a new edition number if the one selected was not in mint condition, or off site. If you would like to request a specific edition number, or would like to request the one you are assigned in your confirmation email, please get in touch as soon as you have placed your order to allow time for your preferred edition number to be confirmed. We do our best to make sure you receive the edition number you are originally assigned, but we can never fully guarantee this will be the case. If you would like to confirm your exact edition number prior to dispatch, give us a call or drop us an email to do this.

Edition numbers cannot be changed after your order has been dispatched, and if you would like to change edition number once your order has arrived with you, the customer is responsible for all costs incurred. If you would like to request a specific number, please contact the gallery as soon as your order is made.

20. Own Art

Apply for a 0% APR loan between £100 and £2500 when purchasing eligible art.

Finance is provided by Novuna Personal Finance, a division of Novuna Capital (UK) PLC, authorised and regulated by the Financial Conduct Authority. Loans are 0% APR Representative.

All Own Art purchases must be delivered to the address registered to your application, or collected in store with ID and proof of address matching the Own Art registered address.

Our standard returns policy does not apply to Own Art purchases.




Many thanks for reading,


Nelly and the team.