If 14 days have gone by since your purchase, and you did not upload your photo (for customized products). You need to email us within those 14 days, so we can offer a refund and you will receive your money back. But if you have not emailed within 14 days, regardless if you did not upload a photo. You are not eligible for a full refund.
If you uploaded a photo for processing you are not liable for any refund because this is a customized product, so it can´t be used by someone else anymore. And we have used up our time and resources to process these products.
Please note: In order to maintain our high standards, we are unable to guarantee Christmas delivery for customized orders placed after November 10th. Custom orders (photo to painting) can take up to 6-9 weeks during the holiday period. They are certainly worth the wait!
Please note: We are unable to offer refunds for customized products. Because these unique items are made manually with lots of time and effort and will not be useful for other people.
We can’t offer you a refund if you:
– Forget to enter parts of your address
– Your address was entered completely wrong
– You do not accept the package or do not pick it up in the parcel shop
– You enter a wrong email address and we can’t contact you with issues or requests
– You do not answer to email requests regarding your uploaded photos (e.g. no photo uploaded or quality issues)
– Shipping is slow because your countries shipping network (other countries than US, Canada, Australia, Europe)
– You did not report a damage within 24 hours after receiving the parcel
In the cases listed above, except the last two, we will check if we can send the package a second time to an address provided by you. We cannot give you a refund for your order, as we have already incurred costs for your personalised product and shipping.
If the package is returned, we will charge a $15 handling fee for each additional shipment.
We also can’t give you a refund or take back articles on sale, digital articles. Like ebooks, videos, music, mp3 and manuals for example.
Damaged or quality issues
If the product is damaged or has quality issues, we require a proof of the quality issue. This is for quality assurance reasons and so that we can continue to improve our products. You will need to report a damage within 24 hours after receiving the package to [email protected] including photos of the damage, your order number and your name. If the quality issue is our fault, we will re-produce and reship your goods. We will only do this if you can provide us photos via email which confirm the quality issue within the time frame mentioned above.
For Painting Kits: If the customer suspects that the colors are wrong, he needs to complete the painting as proof to determine whether there really is a quality defect. Our experience has shown that the colors are correct in most cases. Please send us a photo of your painted picture as proof. Then we will send you a new kit if there are quality issues.
Partial refunds (DOES NOT APPLY FOR CUSTOM/PERSONALIZED KITS!!!)
There are certain products and situations where only partial refunds are granted (if applicable).
We will check every case and may ask you for photos or details. If you bought a custom kit, there is no refund possible.
- If the shipping takes longer than 55 business days, the customer can have a refund of 50% of his purchased value. Shipping time does not include the processing time.
- If the shipping takes longer than 65 business days, the customer can have a full refund. Shipping time does not include the processing time.
Refunds (if applicable) Once your refund reason is confirmed. then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days.
Please note that refunds can take up to 10-20 business days dependent on your bank account.
Lost packages (if applicable) If the tracking number is provided and the package got lost in the post, it’s unfortunately not our responsibility and we cannot offer a refund. However, we can offer to reship a new kit if the tracking has not updated in more than 60 business days.
If you are ordering from another country than United States, Australia, Canada or all Europe, the shipping time can not be calculated or confirmed by us as we will need to use the shipping network of your country. We do not have any influence on the shipping time.
Stolen packages (if applicable) If the tracking number is provided and the package was stolen, it’s unfortunately not our responsibility.
We have several warehouses; it may be that the package came overseas.
Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable) Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] BEFORE returning your item and send your item to us.
Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t 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 he/she will find out about your return.
Shipping To return your product, you need to contact us first to our mail address, after our confirmation we will provide your the return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Custom/Personalized Orders can not be send back to us as we can’t refund custom orders.
Please be diligent in reading our policies as they may change without prior notice.