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Frequently asked questions

Delivery

How long will my delivery take?


We offer free local delivery on selected items, click + collect or uk wide delivery too. Our local delivery usually covers an area up to 10 mile radius of our store but please ask if in doubt. We will do our utmost to deliver your purchase as soon as possible - often exceeding your expectations. Please note we can only deliver to your verified cardholders registered address unless you purchase via a bank transfer which is requried for all art sales.
For Free Local Delivery we aim to get your goodies to you within 2-3 working days of your payment clearing although this is often much quicker. We're regularly delivering in the area and can usually drop an item of within a couple of days if not often the same day! For UK art deliveries, our partners collect from us one week and then deliver to every mainland UK postcode the following week. On occassions, artwork may require reframing or bespoke framing which can add 7-10 working days. If in doubt please contact us.




How much does delivery cost?


We offer FREE local delivery when you spend over £25 online. UK wide delivery is available for smaller items for £4.99 or free when you spend over £50 online. We will happily provide a price to ship larger items to you. Art Shipping: Our priority when delivering art to you safely and securely and as such for glazed work or higher value pieces we use a specialist firm - we simply charge you what it costs us to package and organise delivery and unlike some do not profit from our delivery service.




What should I do on receipt of delivery?


Please ensure you visually inspect the outside packaging of your delivery at the time it arrives, noting any visible damage on the driver's paperwork. If upon further inspection and opening there is damage to the piece, retain all packaging, ensure you notify us via telephone and then email to us at Info@SerenityKnutsford.com with suitable photographs, within 48 hours or receipt in order for us to pursue the courier for damages. Please refer to our Terms and Conditions for further details.





General FAQs

What's your Returns Policy?


As a family run business, customer satisfaction is key to our success as we really value delighted customers! ​ For instore sales as a goodwill gesture we will exchange unwanted items within 14 days of purchase provided they are returned together with your original receipt for an exchange or a credit note which is valid for 6 weeks. Sorry, we do not offer refunds. Items must be in an unused, salable, perfect condition with all tags and packaging in tact. Discounted and Sale items are non-returnable as are all pieces of art (and earrings) which are excluded from this returns policy.
For online sales, please refer to our full terms and conditions.




Gift Voucher FAQs


Our Gift Vouchers are valid for a period of 12 months from being issued and must be used before their expiry. We cannot replace lost, defaced or damaged vouchers and they must be used in line with their terms issued at the time of purchase. During exceptional periods of closure such as Covid-19 as a goodwill guesture we will extend the voucher period. Paper vouchers can only be used from the respective store they are purchased from and can't be used online at this time.




How do I fit lighting bought from you?


Maybe you've bought a chandelier or wall lights from us and now need them fitting. In line with current regulations these should onlly be fitted by a professional electrician. If you do not have a electrician you can use, we would recommend you ask friends or family members who have used their services recently or refer to trade associations such as NICEIC.




What Covid-19 precautions are we taking?


The safety of our customers and staff during these difficult times is vitally important to us. We have conducted risk assessments to identify and reduce risks of infection and the following measures will be in place on reopening: - Social distancing measures in place. - Screens provided at till-point. - Contactless payments preferred - keypads regularly sanitized. - Regular cleaning and sanitising routines. - Regular staff handwashing and sanitising. - One way system deployed in-store - PPE made available to staff members




I want to buy online but my transactions has been declined?


This commonly occurs when you have entered a different delivery address from the address your card is registered. It can also occassionally happen if you are buying from an online retailer who you haven't bought from before and your bank blocks the transaction. You should contact your bank or card provider in these circumstances and restart your purchase.




What payment methods do we accept?


For online purchases we accept Visa and Mastercard debit and credit cards. For art purchases requiring delivery, to limit fraud we only accept payment via bank transfer details of which will be provided to you when you complete your online purchase. For instore purchases made in person we accept Visa, Mastercard and American Express debit and credit cards. We also accept ApplePay and GooglePay instore.













Art FAQs

Picture Hanging FAQs


Careful hanging and display of your picture will ensure years of enjoyment!

When hanging your picture, ensure you use suitably-rated wall plugs and fixings. In our experience we would not recommend using adhesive hanging systems as they can fail over time given temperature and humidity differences.

Do not add any wire or string to the reverse rather ensure you use either suitable rating hanging plates on the wall or robust fixings and hang straight from these. Do not modify the existing hanging.

Think carefully about where you hang your picture, of course avoiding any cables and pipes. If in doubt seek professional assistance.

Don't place your new pride and joy in direct sunlight, above a radiator or in a space subject to higher than average humidity or temperature levels or changes such as a bathroom or conservatory. Work may fade, discolour and become damaged over time if displayed in an inappropriate environment.

We carefully check all work before it leaves the gallery for any printing / framing issues. We will be unable to assist with work that has become damaged due to inappropriate display or hanging.




How do I commission a piece of art?


Commissioning your own work is often much more accessible than you would imagine and can be a really fun process bringing your own creation to life.

If you love an artist's style on our website it may be possible to commission them to create a unique piece just for you.

We work as your advocate with artists and publishers to bring your desire to fruition.




I'm looking for a particular sold-out piece, can you help?


We'll do our best for you. We often get previous buyers of work from us looking to sell and we have an active database of buyers and sellers looking for that rare or sold-out work.




How do I reserve a piece of art?


We'll happily hold a piece of art for you for a small deposit, then pay the balance when you collect the work. With limited edition and original work this will then secure the piece for you. Please note your deposit is non-refundable and unless agreed otherwise, the balance needs to be then be paid within 28 days otherwise you will forfeit your deposit.




What's an AP or PP print edition?


AP: Artist’s Proof
In the early days of printmaking, printer’s plates would wear down over time. Because of this, the first prints off the printing press were the highest quality and were designated “artist’s proofs”. The artist’s proofs were considered to be the best prints within the edition and often the artist kept them.
Technology has changed quite a bit since those early days. Today, all prints within a run of off-set lithographic prints or Giclee prints will be pretty much identical in quality. However, the tradition of having a special edition within the edition has stuck around.
Today the value of owning an artist’s proof does not relate to quality, it relates to the importance of owning a rare portion of an edition. Most offset lithographic editions and Giclee editions include only a handful of artist’s proofs. Because the art world loves rarity and since there are fewer artist’s proofs than regular print they are sought after by many collectors.
Artist’s proofs are clearly notated on the reproduction. If there were 10 artist’s proofs, they will likely be numbered 1/10 AP to 10/10 AP. Most often they will cost between 20%-50% more than a signed and numbered print from the same edition. PP: Printer’s Proof A printer’s proof is basically the same as an artist’s proof except that there are even fewer of them produced. They provide an even more exclusive opportunity for a collector to own something very unique, as they are given to the printer or publisher by the artist. Traditionally, printer’s proof edition sizes are very small - maybe 5 prints or fewer. They are usually numbered in the same format as the artist’s proof e.g. 1/5 PP. Printer’s proofs usually sell for a similar price as AP's or perhaps slightly more.





Contact

How do I contact you?


During store hours please phone us on: Attitude Gallery - 01260 299143 Serenity Designs Congleton - 01260 299143 Serenity Designs with Attitude Knutsford - 01565 633777
We can contact us via email 24/7: Attitude Gallery - info@AttitudeGallery.co.uk Serenity Designs Congleton - info@SerenityDesigns.com Serenity Designs with Attitude Knutsford - info@SerenityKnutsford.com





Candle Care

How can I get the most from my new candle?


Trim the Wick: It’s important to trim the wick prior to burning, ideally to about 10mm. As with wicks on any candle, the carbon build-up can eventually fall into the melt pool and sink to the bottom which will effect the burn. The Melt Pool: Ensure melt pool reaches the sides of the vessel on first burn, and ideally on all subsequent burns. For the best results, burn your candle for 2-4 hours at a time. Allow the wax to melt right to the edges of the glass evenly each time achieving a full “melt pool” before extinguishing. Short burns may result in a “tunnelling” effect which can occur when the candle is extinguished after short burns and so is unable to produce a wide melt pool.
Candles made from 100% soy wax have a ‘memory’ and ideally they should reach a full melt pool on first burns especially.
If your candle is extinguished prior to allowing a full melt pool being achieved, it’s likely that following burns will not go past the first one.
If this happens try leaving the wick long and not trimming prior to burning.
If your candle starts to pool to one side it could be due to a draft or an uneven surface or a leaning wick.
Fix this by adjusting the wick to the correct position. Smoke: If you are experiencing smoke from the wick, it is most likely due to not trimming.
The wicks may give a small amount of smoke when first lit however once they achieve ample heating they will burn without smoke.
If smoke persists it is most likely a wick that needs trimming or a draft that is not allowing ample heat to generate. Tops Candle Tips: Ensure melt pool reaches the sides of the vessel on first burn and ideally on all subsequent burns.
Always trim the wick to 10mm before re-lighting.
Clear any debris before each lighting.
Keep out of drafts and rotate periodically.
Keep out of direct sunlight and sources of heat. Never leave a candle unattendend.





Jewellery + Watch FAQ

Jewellery Care


Skin and hair products can react with jewellery causing it to tarnish, discolour and possibly corrode. Always apply your cosmetics and scents before you put on your jewellery. Perspiration can also contribute to the tarnishing of your jewellery. Remove any jewellery before engaging in any form of physical exercise. Be it at the gym, gardening or cleaning, as this will ensure our delicate jewellery is not accidentally damaged. Chemicals found in swimming pools, hot tubs and springs will cause extreme tarnishing. Water will also contribute to jewellery tarnishing. Therefore always remove your jewellery before entering a pool, shower, spring or the sea. Leather jewellery should be kept away from water at all times as it will cause it to rot. We recommend storing your jewellery in a zip lock bag as exposure to the air and environment can cause your jewellery to tarnish over time. Zip lock bags are a cheap way to keep your jewellery looking newer for longer. Acid free tissue is also an excellent way to store your jewellery. Store your jewellery separately, so that they don’t tangle or rub and scratch against each other. We do not recommend sleeping in your jewellery. Do not store jewellery next to heating vents, windowsills or in the bathroom. Damp and hot conditions will cause the jewellery to tarnish badly. To brighten up your silver pieces we recommend using a liquid silver dip solution carefully following the manufacturers instructions. Always ensure you clean your item after silver dipping with warm soapy water and a soft toothbrush. If an item is plated and this plating has worn off sadly no amount of cleaning will bring back the shine. All chains have a breaking point for safety reasons and are carefully tested by the designer or manufacturer. Be extra careful when wearing a chain around children or when changing your clothes to avoid snagging or breakage. Enjoy your jewellery!




How do I adjust my new moonphase watch?


You will find full instructions here and a Moonphase calender can be found here.





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Attitude Gallery 6 Bridge Street Congleton Cheshire CW12 1AY 01260 299143

Serenity Designs 6 Bridge Street Congleton Cheshire CW12 1AY 01260 299143

Serenity Designs with Attitude 15 Princess Street Knutsford Cheshire WA16 6BU 01565 633 777