SHIPPING & RETURNS
How much does shipping costs?
You can order any product on our webshop with free shipping!
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
The delivery times of a Custom Painting or Custom Drawing depends on your wishes for the art piece. We can give you a estimated delivery time after you have provided us with all the necassary info for the piece.
(Keep in mind that due to covid-19 our fulfillment times may be longer than usual until things get back to normal.)
Where will my order ship from?
We are based in the UK and the Netherlands but we also work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it.
What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If you did find a mistake in your provided delivery address, we can send you a replacement order, but shipping will be at your own cost.
How are your products made?
Custom Paintings/Drawings - After you made a order and provided us with all the info we need, our artist Lucy Walker will create your handmade piece to your wishes with great care for detail.
All other products - We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
Can I cancel my order?
You are able to cancel your order until the order has been shipped. Your order will be shipped very shortly after your order is placed, so if you would like to cancel your order make sure to contact us quickly. After the order has been shipped, we can not cancel the order anymore.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at email@example.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Return & Exchange Policy
In order to be eligible for a full refund, you have to cancel your order within 7 calendar days of your purchase. We put alot of time and hard work into your Custom Painting/Drawing, so if you decide to cancel your order after the 7 calender days, we will only refund 50% of the payment.
You will always get a photo of the final results before we send of your piece, that way you can give us some final adjustment ideas to make your Custom Painting/Drawing perfect. The moment we send you the final result is also your last chance to cancel your order and receive the 50% refund. After we have shipped your Custom Painting/Drawing you will not be eligible for a refund. Customers could otherwise potentially copy our work and send the original painting back to get a refund whilst keeping the painting. We want to prevent this whilst still giving you the option of looking at your Custom Painting/Drawing and deciding if you want to go trough with the order or not. That is why we ask you to look closely at the final results photo so you can make your choice.
You can cancel a order by simply sending a email to firstname.lastname@example.org. Please mention your order details and full name in the email.
After we receive the cancellation, our team will process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
After you have told us all final adjustment ideas and we have send off your Custom Painting/Drawing, you will not be eligible for a refund.
ALL OTHER PRODUCTS
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at email@example.com with photos of wrong/damaged items and we’ll sort that out for you. In these cases you do NOT have to pay for return shipping and we will provide you with a free replacement if necassary.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though very rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at firstname.lastname@example.org within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Wrong Address - If you provide an address that is considered insufficient by the courier (or if the package was unclaimed), the shipment will be returned to our facility. We will contact you and if you want us to reship the order, please confirm your address. You will be charged for the shipping costs of the reshipment.
If anything is unclear or you have more questions, feel free to contact us.