Frequently Asked Questions

Q. If I order a product, how long will it take to arrive?

A. All items are printed to order and are dispatched by Royal Mail. Please allow up to fourteen working days for delivery from the date your order was confirmed. You will be kept advised of the process of your order but you may contact Karen Thorburn Photography at any time for a status update.

Q. How are products shipped?

A. All products are packaged appropriately and are delivered by Royal Mail.

Q. Is my package insured in transit?

A. Yes. Your package is insured and should it be damaged in transit, Karen Thorburn Photography will replace the product and arrange for the original to be returned free of charge, or, if this is unacceptable to you, give you a refund.

Q. Can you deliver products overseas?

A. Yes. All products in the Karen Thorburn Photography can be delivered to worldwide destinations.

Q. Can I arrange to have a delivery made to a friend’s address?

A. Yes. When ordering, you will have the opportunity to specify an alternative shipping address.

Q. Will I receive an order confirmation?

A. Yes. An e-mail will be sent from Karen Thorburn Photography after your order has been placed confirming all the details. You will also receive separate e-mails from Ecwid and Paypal confirming details of the payment transaction.

Q. Can I get a refund?

A. Please read Karen Thorburn Photography’s Terms and Conditions which apply to products purchased from the Karen Thorburn Photography website, www.karenthorburn.com. Customers in the European Union are entitled to a statutory cooling-off period of seven business days. Details of this statutory right and an explanation of how to exercise it are available in the Returns Policy.

Q. What do I do if I change my e-mail address or move?

A. Simply go to the Karen Thorburn Photography Shop, sign in using your registered e-mail address and password and select ‘My Account’, where you can amend your personal details.

Q. What should I do if I forget my password?

A. A prompt will ask you for your e-mail address and the system will generate an e-mail with a link to reset your password.

Q. How safe is shopping on the Karen Thorburn Photography website?

A.  Please read Karen Thorburn Photography’s Privacy Policy. Karen Thorburn Photography is committed to protecting your privacy during visits to its website and recognises its responsibility to keep the information you provide confidential at all times. http://www.karenthorburn.com is the website of Karen Thorburn Photography and your personal information will not be disclosed to third parties at any time.

Karen Thorburn
Tel: +44 (0) 7761985752
Email: karen@karenthorburn.com

© Karen Thorburn