FAQ

To help you save time, we’ve gathered our frequently asked questions. Search here for an instant answer. Whether you have a question about the status of your order, or you’d like information about our return policy, we’ve got it covered. Whatever your question, we’re always here to help.

SUPPORT

How do I contact customer service? 

You can contact our friendly Customer Service team in two easy ways. Complete our ‘Contact’ form on the Contact page or you can email us directly via help@castlearts.com. We look forward to hearing from you.

What if I email you and I don't get an answer right away? 

Our Customer Service team are super responsive and will be back in touch with you as soon as possible. You should expect to hear from us within a few of hours (depending on what time you contact us), and no later than 24 hours after your initial enquiry.

SHIPPING

How much does shipping cost?

For all UK orders we offer complimentary FREE shipping using our 48hr tracked delivery service.

Royal Mail Tracked 48-Hour Service - FREE

Royal Mail Tracked 24-Hour Service - £3.99

How long will it take to receive my order?

All orders will be carefully wrapped and dispatched within 1-2 business days (Monday-Friday).

  • Order placed before 1pm (Monday to Thursday) will be dispatched the same day.
  • Orders placed after 1pm (Monday to Thursday) will be dispatched the following day.
  • Orders placed after 1pm (Friday to Sunday) will be dispatched on the Monday.
  • During public holidays we aim to dispatch orders on the first working day after the holiday.

Depending on your chosen shipping method, orders should arrive 1 day after dispatch (Tracked 24) or 2 days after dispatch (Tracked 48).

What happens if my package gets lost?

We only offer Tracked Services so that we can support our customers if there is an issue with one of our Fulfilment Partners. Simply get in touch with our customer service team who will be happy to help resolve any missing or damaged parcels. You can contact our team via the form on our Contact Us page or by emailing directly via help@castlearts.com

What shipping company do you use?

We partner with Royal Mail who process all parcels under 2Kg in weight. Parcels weighing 2Kg and over are shipped by Parcel Force.

PAYMENT

How do I make a purchase?

To complete your purchase, pop over to the shopping basket (trolley icon) in the top right-hand corner of the screen and click on the ‘check out’ button. This takes you to our payment screen. There are 3 simple steps.

  1. Complete contact details and delivery information
  2. Select your preferred shipping method
  3. Complete payment information and select the Pay Now button.

Please make sure your billing address matches your chosen card or payment method.

You will receive confirmation of your order to the email address provided.

What forms of payment do you accept?

We accept all major credit cards including VISA, American Express (AMEX) and MasterCard as well as PayPal, Clear Pay and Google Pay.

If I get a refund, how long will it take to be credited back to me?

We will process refunds straight away and confirm to you when this has been done. This financial transaction is then processed with your bank or payment institution. Funds are usually returned within 3-5 business days. If this does not happen, please notify us and we will be happy to check however we would also advise you to contact your bank directly.

RETURNS

What is your returns policy?

All of our products come with our Satisfaction Guarantee which means if you are unhappy with the quality or performance of your purchase, we will provide a full refund (or a replacement). In most cases there is no requirement to return faulty or damaged goods to us although you may be asked to provide us with photographs to help us investigate and improve our quality procedures. This is at the Company’s sole discretion. If it is evident that any customer seeks to take advantage of the spirit in which this offer is extended, we will require goods to be returned within 30 days from the date of purchase before any refund or replacement is extended.

I would like to return and item, what do I do?

In this case, please contact our Customer Service team via our Contact page form or directly via help@castlearts.com to discuss return arrangements.

COLOURED PENCILS

Can I buy single coloured pencils to replace my favourites?

We are currently unable to supply ‘open stock’ across our coloured pencil and watercolour pencil range.

Are your coloured pencils oil based or wax based?

Our coloured pencils are wax based. We selected this binder because they tend not to smear and lay down brighter, more vivid colours.

What wood are your pencil barrels made from?

All Castle Arts pencil barrels are crafted from premium quality Basswood.

I prefer to create my own colour swatch chart. Do you have a template?

Yes. Simply contact our Customer Service team via help@castlearts.com to request a blank swatch chart for our 72p and 120pc Coloured Pencil/Watercolour Pencil sets. We also have one for our 40pc Drawing & Sketching Set.

Are your coloured pencils tested for Lightfastness?

In the absence of a universally recognised system for lightfast testing, we carry out a range of in-house tests to see how our coloured pencils perform. It is widely accepted that certain colours are more liable to fade over time. These include pinks, yellows and light blues. For these more susceptible colours we recommend a denser application of pigment through extra layering and burnishing. Avoid exposure to direct sunlight.

Are the colours in your 24pc Coloured Pencil Sets the same as those in your bigger sets?

Yes. We have created ten *special edition* collections based on the palettes of famous artists and for creating particular artistic genres, including portrait, landscape, seascape and urban sketching. Contact Customer Service via help@castlearts.com for a full list of colours in each set.

Do you have a set with shades that can be used for achieving skin tones or portraits?

Yes. We have recently launched a new ‘Portrait’ Collection featuring 24 colours that are perfect for achieving a wide range of skin tones.

Do you provide step-by-step guides?

Yes. All of our products include a helpful tutorial featuring step-by-step guidance from our professional artists. We’ve put these together to help you recreate the original artwork featured on the cover of your Castle Arts product, and pick up some fun techniques along the way.

Do you sell your Zip-up Cases on their own?

Sorry, these super handy cases are only available full of lovely coloured pencils.

WATERCOLOUR PENCILS

What is the difference between these pencils and your other sets?

These beautiful watercolour pencils (available in choice of presentation tin box or handy zip-up case) are made with a water-soluble binder which means that when you add water the binding releases more pigment creating a watercolour effect. This is not possible with our regular pencils.

Are these available in a set of 120 colours, like your regular coloured pencils?

At the moment these pencils are only available in a range of 72 colours.

What paper is best to use for watercolour pencils drawings?

This depends on how much water you intend to apply to your drawing. Ideally, select a paper stock that is designed for watercolour to avoid tearing or buckling.

Can these be used like regular colour pencils?

Yes. These pencils will act very much like regular coloured pencils until you add water.

Does this set include a paint brush include?

No. However, you can easily apply water to your watercolour artwork using a variety of techniques including by dipping the tip of the pencil directly into water for a deeply intense effect.

DRAWING PENCILS

How do you prevent pencil cores from snapping when sharpened?

Continued snapping when sharpened should not happen. If you experience this, please contact our Customer Service team via help@castlearts.com. Artists’ Top Tip - Rather that rotating the pencil which can destabilise the core, try holding the pencil securely whist turning the sharpener. Also, make sure your sharpener blade is replaced if dulled.

What is the graphite pencil value scale?

This is a system that grades the hardness and softness of the graphite. H are the hardest, HB is the standard and B’s are the softest.

Do you have a swatch chart for your Graphite, Charcoal and Pastel pencils?

Yes. Simply contact our Customer Service team via help@castlearts.com to request a blank swatch chart for our 40 Piece Drawing Set. You can also use this with our 26 Piece Drawing Set or 12 Piece Graphite Pencil Set.

Do you sell Pastel Pencils?

Yes – there are four shades of Pastel Pencil (Red Brown, Sepia, Grey and Black) included in our 40 Piece Drawing Set.

What pencil grades are included in your Drawing Sets?

Our drawing sets include (softest to hardest): 8B, 6B, 5B, 4B, 3B, 2B, B, HB, 2H, 3H, 4H and 5H.

Can we buy the arts tools in your 40 Piece Drawing Set individually?

No. At this time the art tools in our 40 Piece Drawing Set are not available to purchase as stand-alone products.

How sturdy is the case on your 26 Piece Drawing Set?

This case is primarily designed to protect the contents of the set during transit. Whilst some customers use the case to store their pencils, many customers prefer to remove the contents and store in a pencil case or similar.

SKETCH BOOK

Can I buy just one Sketch Book?

No, sorry these are currently only available as a double pack.

What media is suitable for these Sketch Books?

This premium sketch paper is suitable for a range of dry media including graphite, charcoal, pastel, as well as coloured pencils.

Is the paper smooth or does it have a texture?

This sketch paper is a lightweight smooth cartridge paper.

ACRYLIC PAINT

Do you sell individual paint tubes?

No. However, we have a wide range of choice across our Acrylic Paint range: from 12ml tubes (12 or 24 colour options), 22ml tubes (48 colours) to 75ml tubes (12 colours).

Are your Acrylic Paints non-toxic?

Yes. These paints are water-based and non-toxic. We recommend that younger children should be supervised when using any paint product.

Are they suitable for outdoor use?

As these paints are water-based they are not naturally waterproof. However, if you treat with a suitable layer of varnish or other sealant your finished work can be used for outdoor projects.

What surfaces can you use these paints on?

Acrylic Paint is very versatile and will work well on most surfaces with a ‘tooth’ or ‘grain’ for the paint to adhere to including; paper, cardboard, canvas, fabric and wood. However, with the right preparation these paints will also work on glass, ceramic and metal.

What’s the difference between Acrylic and Oil Paint?

Acrylic Paints are fast-drying and a polymer paint, water-soluble, but water-resistant when dry. With these paints you can clean brushes & palette with warm water and a mild detergent. Your acrylic artwork can be varnished once dry.

Oil Paints are slow-drying, typically suspended in linseed oil, to be thinned with solvents such as turpentine or white spirit. You have to wait around 6 months before adding a varnish.

OIL PAINT

Are your Oil Paints non-toxic?

Yes. These paints are non-toxic. **Some thinners that are used with oil paints are toxic so please read all labels carefully and check with the manufacturer if you are in any doubt. We recommend that younger children should be supervised when using any paint product.

What’s the difference between Oil and Acrylic Paint?

Oil Paints are slow-drying, typically suspended in linseed oil, to be thinned with solvents such as turpentine or white spirit. You have to wait around 6 months before adding a varnish.

Acrylic Paints are fast-drying and a polymer paint, water-soluble, but water-resistant when dry. With these paints you can clean brushes & palette with warm water and a mild detergent. Your acrylic artwork can be varnished once dry.

3D FABRIC PAINTS

Does your fabric design this need to be heat sealed?

It is recommended that you allow 12-24hrs for the paints to dry then iron on the reverse side of your fabric using a medium to high heat for 3-5 minutes. Wait 72 hours before washing on a gentle cycle. Line dry only.

Are these paints non-toxic?

Yes. These paints are non-toxic. We recommend that younger children should be supervised when using any paint product.