FAQ

Frequently Asked Questions

Do we have a shop?

We are an online store only.  Check out our stockist page for a shop near you.

Who delivers my order?

All orders are currently posted with An Post, GLS Or DPD Couriers recorded delivery, so that they can be tracked and traced.

Do I need a postcode?

Yes, this is required to complete an order online and it also helps the delivery company.

Do I receive a notification that my order has been shipped?

Yes, we now send notification along with a tracking number by email the day your order is dispatched.  You can also add your telephone number again after checkout is completed to receive an SMS update.

How long will it take to ship an order?

We aim to dispatch next working day.  For further details see our Shipping and Returns for more information.

Can I ship to a different address?

Of course you can especially if you know you may not be at home when the courier calls or you want to send your order directly to someone special.

What happens if I miss my parcel?

It is most important that you ensure that someone is available to accept delivery of an order and that you are contactable via the telephone number provided should a courier need directions.  Parcels that are returned to us will incur a charge for being shipped again.  See shipping and returns for estimated delivery times.

I did not receive a confirmation email after my order was placed? 

We always recommend taking note of your Order Reference number when your order is initially placed. If you have not received your Order Confirmation e-mail please check your junk or spam folders - they are automated emails so they can tend to go straight to spam.

How can I pay?

Currently we accept credit card payments.

Can I pay for an order over the phone?

We prefer to receive orders through our online store so that we have all the required details. However, if you need assistance processing an order, then please contact us and we will gladly help you with your request. 

Which items can be personalised?

Among our collections we have a number of designs in our ‘Occasions’ for such events as weddings, christening and new born baby gifts which we personalise on the glass.  But now we offer an optional extra to personalise selected designs by replacing the title with the wording of your choice which is written in pencil on the mount.  These include designs in the collections known as Medium portrait/landscape and large glass paintings.  Please contact us for details.

How are the designs made?

Each one is float mounted on 2mm plexiglass to give a lovely soft cast shadow and then framed by ourselves here at Black Hen. We do our very best to accurately represent each item in our photography. However, we have no control over our customers monitor settings (colours, resolution, etc).  

Who’s the designer?

Andrew Pain designs each and every one with a little imput from his wife Vida.

Do we accept commissions?

Sadly not.  

Can we make changes to the design?

No, all our designs start off life as a sketch and eventually become the geometrical shapes that you see.  A lot of work goes into developing the style, composition and colour and therefore changes would only compromise the artwork.