FAQ: Returns and refunds

Yes, you have 14 days after receipt to return your artwork if it comes from our catalogue. Made-to-measure creations and artworks made from your own image cannot be returned. Please see our returns policy for more details.

Return costs are borne by the customer. The return is made by carrier: its cost is estimated at a maximum of €50.

Contact us via our contact form. Give your order number and the reason for the return. Attach photos of the artwork — front, back, corners — taken before packing it: they are mandatory. We then give you the return address: do not send anything before you have received it. The artwork then travels by tracked and insured delivery, the insurance being for you to take out.

The refund is paid after receipt of the artwork and assessment of its condition, no later than 14 days after its arrival.

No, unfortunately not.

Yes, if you find that the parcel is visibly damaged on delivery, you may refuse it and contact us immediately with photos. We then offer you a reprint or a partial refund.

Parcel not received: write to us and we open an investigation with the carrier. Artwork damaged: report it within 3 days of delivery, before any installation, with photos attached. We then offer you a reprint or a partial refund.

If, on unpacking, you notice a significant difference between the artwork received and the way it is presented on our website, do not install it: write to us within 3 days of delivery, with comparative photos. If it is a printing or manufacturing defect, the Protection Walensky applies, with a reprint or a partial refund. A slight difference in shade due to your screen settings is not a defect.

A defective or damaged artwork is not a return: the Protection Walensky applies, with a reprint or a partial refund, provided that you report it to us within 3 days of delivery and before any installation.

Depending on the nature of the defect, we may consider a partial refund if you prefer to keep the product. Write to us within 3 days of delivery and before any installation, with photos attached.

The refund is paid once the artwork has been received and its condition assessed, no later than 14 days after its arrival. How long it then takes to appear in your bank account depends on your bank (generally 3 to 5 working days).

The refund is not automatic. On receipt of the artwork, we assess its condition: if it comes back complete and in perfect condition, we refund the price paid; otherwise, we offer you a reduced refund according to its condition. If this offer does not suit you, we may send the artwork back to you at your expense. You will receive a confirmation by email.