Important Note
The Refund and Return policy contained within our Terms and Conditions (see link at the bottom of every page) takes precedence over the following information.
This supplement is designed to assist you in understanding the return process.
Overview
Except where otherwise restricted by law*, our refund and returns policy lasts 14 days from delivery. If 14 days have passed since delivery of your purchase, we can’t offer you a refund.
*See your Terms and Conditions link at this bottom of this page, which may change the return window, and/or other conditions around your return, refund, etc., depending on the laws of your country or locale.
Contact us first
To start a return for any reason, contact us first, or use the form linked from your Terms and Conditions. In your message, please provide the following information:
- The order number (found on your order confirmation email, and on the receipt included with your shipment).
- The item(s) you wish to return.
- Your reason(s) for the return.
If your return is accepted, we’ll send you a return confirmation email, as well as instructions on how and where to send your package.
If you are returning items from outside the EU, please see below for important information.
Items sent back to us without first requesting a return will not be accepted.
Damages and other issues
Contact us immediately if any items you receive are defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
It’s important to inspect your shipment upon delivery and note any damages on the delivery receipt before signing it. This will help support your claim and ensure that the carrier is held responsible for any damages that occurred during transit.
Additionally, if you notice any damages after the carrier has left, be sure to take photos and document the damage before filing your claim. Photographic evidence may be required by the shipper in filing a claim.
Tip: You can also make an unobstructed video of the unboxing, as evidence of the condition of your package and its contents.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Custom orders
Custom orders (such as unique sized prints, or personalized items) cannot be returned. If your item was damaged in shipment, please contact us immediately.
Returning purchases from outside the European Union
To return your product, contact us first for approval (you may also use the form linked from your Terms and Conditions). If you are outside the EU, we will supply you with information about the customs form that must accompany your return shipment. Without the customs form, we will not receive your shipment and cannot complete the processing of your return and refund.
Return shipping, tracking and insurance
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. If you receive a refund, only the original cost of shipping (if any) will be refunded.
If you are returning original art, limited edition prints, or orders at or above the equivalent of €50, you must use a trackable shipping service, and purchasing shipping insurance to cover the purchase value of the item(s) being returned. Naturally, we have no control over your return shipment, and cannot guarantee that we will receive your returned item.
Refund eligibility
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, wherever practical, and must include the receipt or proof of purchase. If the original packaging is damaged beyond reuse, the same type of packaging must be utilized for the return (tube, reinforced envelope, or cardboard box).
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Refund approval and reimbursement
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We shall reimburse you all payments received from you, including the costs of original delivery (excepting the supplementary costs resulting from your choice of a type of delivery, other than the least expensive type of standard delivery offered by us), not later than 14 days from the day on which we are informed of your return. (We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.) We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.
Late or missing refunds
If you haven’t received a refund yet, please complete these steps:
- First, check your bank account again.
- Next, contact your credit card company. Ask them how long it takes them to process refunds, and then send the funds to your bank.
- Finally, contact your bank. There is often some processing time before a refund is posted to your account.
If you have completed these steps, waited the time your credit card company and/or bank have indicated, and still have not received your refund, please contact us.
Exchanges and replacements
We only replace items if they are defective or damaged. If you need to exchange your purchase for the same item, send us a message before returning the item. (This is especially important if you are outside the EU, as you will need a properly completed customs return form. Without the customs form, we will not receive your shipment and cannot complete the processing of your return and refund.)
Depending on where you live, the time it takes for your replacement to reach you may vary.
Gifts
If the item was marked as a gift when purchased, and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed or emailed to you, depending on your preference.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified of your return.
Questions
We want you to be happy with your experience purchasing from us. Please contact us if you have an unanswered question related to refunds and returns.