Refund policy
Cancelling an order before it's been shipped
If you need to cancel an order that has not been shipped please contact us as soon as possible, and include your order number (found on your order confirmation emailed to you by us on completion of order).
If your order has not been shipped we will be able to refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although it's usually much quicker. If it is too late to cancel your item (i.e. because it has already been shipped) then you will need to return your item to us at your own cost.
Returning an order after it's been shipped
Items can be returned providing they are in their original condition and with original packaging, within 28 days of receiving your order. Your return will not be accepted if it arrives to our address later than this.
Customers are liable for any return shipping costs.
To start a return, please contact us include your order number (found on your order confirmation emailed to you by us on completion of order). If your return is accepted we will issue instructions on how and where to send your package. Please do not return the item without contacting us first.
Please include a printed copy of your order confirmation email or a note with the order number, your name and original shipping address in with the parcel.
Returned items will be checked upon their return and must be in a resalable condition in order for the refund to be issued. Please take care when packaging the items for return, should the items be damaged in transit back to us we will not be able to raise a refund for the items. Should you not have the original packaging that the order was sent in please use other appropriate protective packaging. We strongly advise that you ship returning orders using a tracked and appropriately insured service.
Exchanges
If you would like to exchange an item the fastest way to do this is to return the item as per our returns policy, and once the return is accepted, make a separate purchase for the new item.
Exceptions / non-returnable items
Custom made or personalised items are non-refundable and non-exchangeable.
These items are created specifically to your request and cannot be resold.
This includes but is not limited to:
- Commissioned Original Paintings
- Customised Artwork/Prints
Please ensure all custom details are correct before placing your order.
If a custom item arrives damaged or faulty, we will replace or refund it in line with our returns policy.
We cannot accept returns or exchanges on gift cards.
Damages and issues
We take great when packaging your order but sometimes items may get damaged in transit. Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can review the issue and take the appropriate action. We will require photographs of the damage to the shipping box and damaged goods to be sent to us so we can raise a claim with the courier. Please retain the original packaging so the item/s can be returned if necessary.
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please contact us within 14 days from receipt of the incorrect item that has been received so we can rectify this.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you have any questions about your refund please contact us.