Contact Us
Wondering how a painting reproduces at a particular size, or waiting on a parcel? Email us. Someone on our team reads every message and replies within one working day.
How to reach us
| support@muserelle.com | |
| Phone | +44 141 880 3200 |
| Customer service | Mon–Fri: 09:00 am–05:00 pm; Sat & Sun: Closed |
| Response time | Within one working day |
Twelve hours a day on weekdays — most questions get answered the same day they're asked.
We're an online store only. The Glasgow address below is where the company is registered, not a gallery or showroom, and returns can't be dropped off there.
What to send, depending on what you're asking
| If you're asking about | Include | What you'll get back |
|---|---|---|
| How a painting will print | The product name or link, and the size you're considering | An honest answer on how the detail and colour reproduce at that scale — including when a piece doesn't work large |
| Light or dark base | The painting and which garment colour you're weighing up | Which base suits that image, and what changes between them |
| Which artist or work | The painting you'd like to see in the range | Whether it's in the public domain and whether we can source an open-access file |
| Sizing | Your usual size and the brand it's from | A straight answer on fit, including "go one size up" when that's the truth |
| Fabric and print method | The product name | Fabric weight, fibre, print method, and how the print holds up over a year |
| Washing and care | The product name | Temperature, what to avoid, and how to stop a print cracking |
| Where your order is | Order number | Royal Mail update, or an investigation opened with them if tracking has stalled |
| A return | Order number and items | Return address, reference number and instructions, within one working day |
| Damage, fault or wrong item | Order number, photos of the item and packaging | Your choice of replacement or full refund; return postage on us |
| Cancelling | Order number, as soon as you can | Free cancellation if it hasn't shipped; the returns process if it has |
| Press, wholesale, partnerships, feedback | Whatever you'd like to tell us | Routed to the right person |
A note on artist requests
We get asked for artists we can't print. Picasso, Matisse, Kahlo and Dalí all died within the last seventy years, so their work is still in copyright and their estates hold the rights.
If you write to us about one of those, we'll tell you plainly rather than leaving you wondering. Ask anyway — we'd rather explain than have you assume we simply haven't got round to it.
Two habits that get you a same-day reply
Order number on the first line. It's at the top of your confirmation email. With it we've found your order before we've finished reading; without it we're matching names and email addresses, which usually costs a day.
A photo for anything visual. A faded or cracked print, a wrong item, or a question about how a colour came out — an image settles in seconds what a paragraph can't.
Worth knowing before you write about a delivery
Tracking often shows nothing for the first 24 to 48 hours after the dispatch email. That's normal.
Our delivery window runs 4 to 8 working days with Royal Mail. If tracking has been silent beyond that, or the estimate has passed, send us your order number and we'll open the investigation with Royal Mail ourselves.
If tracking says delivered and there's no parcel, check with neighbours, household members and building management first — a "delivered to neighbour" card is easy to miss. Then write to us. Until the goods are in your hands, the risk of loss is ours.
A parcel left uncollected at the delivery office comes back to us after about 18 days. Get in touch and we'll resend it or refund you in full, with no fees.
Answers that are already written
Processing and delivery times are in the Delivery Policy. Your 14-day statutory right to cancel, the 30-day window and refund timing are in the Returns & Refunds Policy — including the fact that changing your mind is covered. What we hold and why is in the Privacy Policy, and the terms your purchase is made under are in the Terms of Service.
If your question is one of those, the answer is available now rather than tomorrow.
Business information
| Store name | Muserelle |
| Legal entity | Muserelle LTD |
| Business address | 763 Barrhead Road, Glasgow G53 6AG, United Kingdom |
| support@muserelle.com | |
| Phone | +44 141 880 3200 |
| Customer service | Mon–Fri: 09:00 am–05:00 pm; Sat & Sun: Closed |
The Muserelle team