I CHANGED MY MIND CAN I RETURN THE ITEM I PURCHASED?
No, I am afraid not. A lot of time, resources and care is taken when creating and listing products, processing your order and arranging the packaging and shipping of your item. As a sole maker, returns for change of mind are not something I have the capacity to facilitate. Prints are also custom made and printed on demand. As such all sales of items are final and I am unable to offer any rainchecks or exchanges.
Please take the time to read descriptions carefully and make any necessary enquiries prior purchase. Please also check the colour of the artwork on multiple screens if you are concerned about colour variations.
For purchases of $500 or more, if you supply me a photo of your home or space where you plan to hang the artwork, I am happy to create a mock up of the artwork to give you an idea of what it looks in your space before you make the purchase.
I RECEIVED MY ORDER, BUT THE ITEM IS INCORRECT, CAN I RETURN IT?
Oh my goodness yes! In the rare and unfortunate event that your order has not been processed correctly, I will happily send you the correct item and will reimburse you for any cost incurred returning the incorrect item to me. Please let me know and provide a photo of your incorrect item, as well as its packaging.
Please return your item with all the original packaging. If you do not have the original packaging or it can no longer be used, please let me know within 30 days and I will provide you with further details as to how you may best package the item for safe return postage.
I RECEIVED MY ORDER BUT IT WAS FAULTY, CAN I RETURN IT?
Yes. In the unlikely event that you receive an item that is faulty and if the fault was not noted in the product description, I will happily replace or refund your item if you advise me in writing within 5 days of receiving the item.
WHAT HAPPENS WITH TRACKING, INSURANCE, INCORRECT ADDRESSES, LOST OR LATE PARCELS AND ITEMS DAMAGED IN TRANSIT?
The suppliers I partner with and I, work hard to package each order with care in rigid flat mailers, strong boxes and tubes so that it arrives undamaged, and we suggest you handle your new artwork with care during storage and when framing or stretching. Please be kind when reaching out and remember that I do not have control over the post office or couriers and am unable to control how your package is treated after it is left with the shipping service. It’s just as heartbreaking for me to see your artwork damaged as it is for you to receive them!
Tracking, Insurance and Liability
All artwork is sent with delivery tracking, postage insurance and requires signature on delivery. A tracking number and link will be provided once your order has been dispatched. If the tracking for your order is invalid or empty, please contact firstname.lastname@example.org and I will follow it up as soon as possible. I do not accept liability for any mishandling, late or failed delivery by the shipping/delivery service (domestically or internationally) and am not liable for any items damaged or lost post-delivery.
Should you at any stage opt to grant the authority to the courier or postal service to deliver and leave your package unattended and without signature, you are agreeing to release the courier from all responsibility and liability for your order. Neither I or the courier will be held responsible or be able to assist with what happens to your package.
I have been waiting forever but still haven’t received my package…
Check your tracking number to see where your package is currently located and if it’s on its way to you. Please also check your confirmation email to ensure that you input the correct shipping address. If you find that your package hasn’t been moving or if you have been waiting longer than the time frame estimated and would like more information as to what’s happening – the fastest and most accurate response you will receive is if you contact your local arm of the shipping company directly as they can locate your package and give you timestamps and details with their tracking system.
If you contact me first, I am more than happy to try to help as I absolutely want you to get your package, but I will ultimately be doing the same thing and contacting the shipping company – just it will may take longer for me to respond if we are timezones and countries apart. You will receive a more immediate answer by contacting the shipping company directly.
If it is confirmed that your package was lost by the courier during transit, and your purchase was an original artwork or you had requested and paid for insurance on your large print, please let me know within 2 days of confirmation and I will submit an insurance claim with the shipping company and will offer you a refund, or a replacement product of equal value to your purchase.
Please note, I am unable to replace or forward any order without charge if you provided the incorrect delivery address at checkout. If you advise me of the correct address in writing, prior to your package being sent out or picked up by the courier we can try and save your parcel and update the address. But, if your order has already been packed and left with the courier or postal service there is nothing we can do. Should your parcel be returned to me due to an incorrect address, I am happy to forward it to your correct address, however I will need to invoice you for additional postage. Please also note I cannot ship to a PO box address.
My artwork has arrived damaged!
In the sad and heartbreaking event that your original artwork or print has arrived damaged, please sign to accept but be sure to note that the goods are damaged. If you sign for the goods in 'Good Condition,' we will not be able to make an insurance claim and assist further. Please contact me at email@example.com within 1 day of delivery with several clear images of the original packaging and the damaged artwork. I will require clear photographic evidence from you to submit an insurance claim with the shipping company and will also be adding my own images of how the item was packaged and sent. The damaged item must also not be moved from your residence and the packaging must be kept in the event the courier company wishes to inspect the packaging. If the packaging is not kept or the item is moved, this could invalidate the insurance claim.
If the insurance claim is accepted, I will offer you a refund or replacement product of equal value to your purchase.
The industry standard to resolve a claim is 8-12 weeks, however the company we use generally aim to conclude any claims received within 28 working days.
Only damages caused by the courier during transit are covered under their insurance. They also have strict timelines to accepting claims, as after you receive the artwork, the artist and courier is not liable for any damages inflicted upon the artwork while in your care. If you advise me about the damaged artwork too late after receiving the parcel, and the courier will not accept the insurance claim, there is little I can do for you as I do not accept liability for any mishandling or failed delivery by the shipping/delivery service domestically or internationally.
I PURCHASED A PRINT, BUT NOW IT'S ON SALE. CAN I HAVE THE DISCOUNT APPLIED RETROSPECTIVELY?
Yes! Because I know exactly how you feel and get very sad when I make a purchase and this happens to me. I am happy to issue you a retrospective discount on prints if the purchase was made within 7 days of the beginning of the sale. I do not offer retrospective discounts on original items.
If there are any other issues you would like to discuss, please contact me on firstname.lastname@example.org.