Returns FAQ

What if I do not agree with the reason for the return?

In cases where the customer has advised us of a listing discrepancy and you do not agree with their assessment, please reach out to us advising us of the reason you feel this was not accurate and we will discuss this on a case by case basis.

You will see more details on how to proceed when you wish to contest a return on the following link here.

Does Brexit impact returns?

All our returns have the option to generate a commercial invoice, and as we book these directly with the courier, they should bill us for any possible additional charges that may occur due to Brexit. If you find yourself having to pay any extra charges in order to accept the delivery, please send us a receipt and we will pay these back to you on the next available payment run.

For all your questions regarding Brexit and shipments, we have created a Knowledge Base Article which can be found here What should I do to comply with Brexit regulations? and which we hope you will find useful.

Will I be reimbursed for the original outbound shipping cost?

If the return reason was Change of Mind, we will reimburse you for the outbound shipping cost (up to the amount paid by the customer) so please send us your outbound shipping receipt in an email and we will process this for you. Please note that this is not processed automatically and therefore you will need to contact us first.

What if it gets damaged during transit?

If damage occurs to the artwork during its transit back to you, we will work with you to ensure you are not out of pocket for the artwork. If you have any queries or concerns regarding this, please reach out to us and we will gladly assist.

Can customers return a commissioned piece? 

Typically, commissioned pieces cannot be returned, unless a damage occurred during transit. This is why we still allow for the 14 days to lapse before we can process your payment, so that we can cater for any possible issue that may arise. However, customers will not be able to return a commissioned artwork for Change of mind, unless the artist agrees to it. If you are unsure on how to proceed for this, please contact us at and we will gladly assist you! 

Can customers leave a review for a returned piece?

This will depend on the time at which they leave the review. The customer will have an option to leave a review once the artwork is delivered, so if the review is left during that time, it will be published. However, this is unlikely to be the case with returns as the customer would likely make their request before deciding to review their experience.

Once the order is refunded in full however, customers will not be able to leave a review.

My returned artwork has not been delivered to me, what can I do?

It is important to note that we follow up on all returns and will typically notify you via email if we see any delay, custom clearance issue or problem with delivering this return to you. If you have not heard from us however, and your return has not arrived, please contact our Support Team who will look into this for you and advise on the next steps to take. Please rest assured we will always do our best to support our artists with such a process and we will not leave you out of pocket, would an issue arise with delivering this artwork back to you.

I am based in a restricted country for returns, what do I do?

If you are located in any of the countries stated here, we require that you provide an alternative shipping address (maybe that of a friend or relative) located outside of the restricted country. We will get in touch to discuss this. If you cannot provide a new shipping address, we will need to cancel the return and issue the customer with a full refund. 

Do you have any suggestions on how we could improve our returns process? Share them with our community by joining our forum discussion on the topic here:

We always welcome feedback so please drop us a line at and let us know your thoughts on our returns process!

Still need help? Contact Us Contact Us