Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
Change of Mind
If for some reason you are unable to progress you must notify us within 24 hours of paying to receive a full refund. Please note that purchases are final and we do not offer complete refunds on Custom Artwork once drawing process has started.
Please remember we want you to be 100% satisfied with your purchase so we offer 2 stage proofing with our detailed portrait drawings, first is a digital mock-up of the brief to approve placement and overall design. Second is of the completed handmade artwork prior to shipping. We will work together for however long it takes to ensure the customer is satisfied.
Existing account balances cannot be redeemed for a cash or credit refund.
Additional non-returnable items:
To complete your return, we may require a receipt or proof of purchase.
Refunds on shipping damaged products (if applicable)
We will require a photo of both packaging & damaged product, this will be used to claim insurance with the shipping agency. We will send you an email to notify you that we have received photos of damaged package & product. Then we will ask if you would like a refund or product redone and shipped.
If you are approved for a refund, 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.
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
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us.