FAQ's

Frequently Asked Questions

Current online offer
Sign up for future offers.  One use per customer with order only shipped to one address.

Do we have a shop?

We are an online store only, so we are not open to the public.  We can usually ship very quickly, so telephone us to check if you are in a hurry.  Or check out out many stockists on our stockists page.

Who delivers my order?

All orders are currently shipped with EcoXpress, An Post & GLS Couriers recorded delivery, so that they can be tracked and traced.  Orders will be updated once shipped and the details can be found by viewing your shipping confirmation.  Customers receiving a delivery by GLS couriers will receive a notification by email from the driver the day your order is out for delivery and if the time isn't suitable, you can rearrange this by following the instructions provided. Or watch the GLS video on our shipping page to see how you can have your parcel sent to a drop off point located near you.

Do I need a postcode?

Yes, this is required to complete an order online and it also helps the delivery company. https://finder.eircode.ie/#/

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 between 1-2 working days, but this may vary during very busy times.  For further details see our Shipping and Returns for more information.

Can I ship to a different address?

Yes if you know you may not be at home when the courier calls or you want to send your order directly to someone special.  It's very helpful if we have the recipients contact details in case they are not at home when a courier arrives.  If it is a gift and the recipient isn't at home, then the sender (customer) is required to manage the delivery via the email received from the courier company.

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 on our online store.

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 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 input 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.