Made to order. Protected by our quality promise.
Returns & Exchanges
Each piece is created specifically for the order placed. For that reason, we do not accept routine returns or exchanges for change of mind. We do stand behind the workmanship and condition of every order.
Made-to-order policy
- All canvases, framed canvases and personalized products are made to order and are final sale once production begins.
- We do not accept returns or exchanges because of a change of mind, room-colour preference, incorrect size selection, duplicate order or other customer ordering error.
- This policy does not limit any rights available to you under applicable consumer protection law.
Damaged, defective or incorrect products
- Contact us within 30 calendar days of delivery if your order arrives damaged, defective, incomplete or materially different from what you ordered.
- Include your order number, a clear description of the issue, photographs of the full product, close-up photographs of the problem, the external packaging, internal protective materials and shipping label.
- Please retain the item and packaging while the claim is reviewed. Missing evidence can delay or prevent approval.
How approved claims are resolved
- When a production or transit issue is validated, our first remedy is normally a complimentary replacement of the affected item.
- If a replacement is not practical, is unavailable or cannot meet a time-sensitive need, we may provide a refund to the original payment method.
- Approved refunds may require several business days to appear, depending on your bank or payment provider.
Colour and screen variation
- Screens display colour differently, and canvas printing is a physical process. Minor variations in brightness, texture, crop at the wrapped edge and colour tone are normal and are not considered defects.
- A replacement may also vary slightly from the original because environmental conditions, equipment calibration and production location can affect printed colour within accepted tolerances.
Wrong size or frame selected
- Dimensions are listed as width by height. Please measure the wall and review the size guide before ordering.
- An order made in the selected size or frame cannot be exchanged simply because the finished piece is larger, smaller or different in presentation than expected.
Personalized and custom artwork
- Customer names, dates, photographs, maps, coordinates and other personal details must be checked carefully during proof approval.
- Once a proof is approved, errors present in the approved proof are not eligible for a free replacement. Production errors that differ from the approved proof remain covered.
Order changes and cancellation
- Contact us immediately after ordering if you need to change or cancel an order.
- We can only make changes while the order is still eligible to be stopped before production. Production can begin within minutes, so cancellation is never guaranteed.
- Once production has started, the order is final and the production cost cannot normally be recovered.
Lost orders
- Report packages believed to be lost within 30 days of the estimated delivery date.
- After carrier and production records are reviewed, an approved lost-order claim is normally resolved with a replacement. A refund may be considered when replacement is not feasible.
Returned-to-sender orders
- Orders returned because of an incomplete or incorrect address, refusal by the recipient, or failure to collect are not treated as product defects.
- A new production and shipping charge may apply. In some unclaimed-package cases, only the replacement shipping cost may be required after the matter is reviewed.
How to start a claim
- Open the Contact page and choose Order Problem, or reply to your order confirmation email.
- Provide the order number, checkout email, delivery date, issue description and required photographs. We will confirm the next step after reviewing the information.
Customer care
An order arrived damaged?
Keep the artwork and all packaging. Send clear photographs within 30 days so the claim can be reviewed promptly.