RETURN POLICY FOR IPHONE CASES, SIMPLE CANVAS, PINE FRAMED CANVAS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at lydia@artlyheart.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at lydia@artlyheart.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lydia@artlyheart.com.

 

Lost or Stolen Packages for Printful Orders:

All orders are shipped with tracking information and basic insurance. If your package is lost during transit, please follow the steps below:

1. Track your package: Use the provided tracking number to check for updates on the shipment. Occasionally, packages may experience delays or show as "delivered" prematurely.
2. Contact us: If your package is not delivered or is lost, please reach out to us at lydia@artlyheart.com within 7 days of the expected delivery date. We will assist you in investigating the situation.
3. Investigation process: We will work with the carrier to open a claim and track the package. This process may take some time.
4. Resolution: If the package is confirmed as lost, we will provide a replacement or issue a refund. We will ensure that you are taken care of in accordance with their policy.

Insurance Option: We offers basic insurance with shipments. If you wish to add additional insurance to your order, please contact us before completing your purchase. This ensures full coverage in case of loss or damage.

Please note: Once a package is marked as "delivered" by the carrier, we are not responsible for lost or stolen packages. We encourage you to track your package closely and ensure that someone is available to receive it upon delivery.

 

RETURN POLICY FOR ORIGINAL PAINTINGS AND SCROLL EDITIONS

Thank you for purchasing our original artwork and exclusive Scroll Edition products. As these pieces are unique and custom-made, our return policy differs from that of other products in our store.

 

Returns and Refunds:

As our original paintings and Scroll Edition products are one-of-a-kind pieces, we do not accept returns for change of mind. However, if the product arrives damaged or is not as described, please contact us within 7 days of receiving your order to begin the return or refund process.

 

Return Conditions:

• The product must be damaged or have a manufacturing defect.
• You must provide evidence (photos) of the damage or defect.
• The product must be returned in its original packaging to ensure protection during the return shipment.

 

Return Process: To request a return, please email us at lydia@artlyheart.com within 7 days of receiving your item. We will send you instructions on how to proceed.

 

Refunds: Once we receive the returned product and verify its condition, we will notify you if the refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days.

 

Important Notes:

• Shipping costs are non-refundable.
• We do not accept returns for personal reasons or change of mind.
• To ensure the products arrive in perfect condition, we use special and secure packaging.

If you have any questions about our return policy or need assistance, please don't hesitate to contact us at lydia@artlyheart.com.

 

Refund Process:

Once we receive the returned item and inspect its condition, we will notify you whether your return has been approved. If approved, your refund will be processed to your original payment method within 10 business days. Please note that the time it takes for your bank or credit card company to process and post the refund may vary, and can take an additional 5-7 business days.

 

Important Notes About Refunds:

• Refunds will be issued to the original payment method used for the purchase.
• Shipping costs are non-refundable. You will be responsible for any return shipping fees, unless the product was damaged or defective upon arrival.
• If you paid any customs duties or taxes on the item, those fees are not included in the refund.
• If your return is not approved (for example, if the item does not meet the return conditions), we will notify you and return the item to you at your expense.

 

Lost or Stolen Packages:

We understand that receiving your order is important, and we want to ensure a smooth delivery process. All our shipments are sent with tracking information and basic insurance coverage.

If your package is lost or stolen during transit, please contact us immediately at lydia@artlyheart.com. We will work with the carrier to investigate the issue and resolve it as quickly as possible.

 

Steps to follow in case of a lost package:

1. Track your package: First, check the tracking number for any updates. Sometimes, packages are delayed or marked as "delivered" prematurely.
2. Contact us: If the tracking shows that the package is lost or you believe it has been stolen, please reach out to us within 7 days of the expected delivery date.
3. Investigation: We will open a claim with the carrier to investigate the loss. This process may take some time.
4. Resolution: If the package is confirmed lost, we will offer a replacement or a refund, depending on the situation.

 

Insurance Option: We recommend purchasing additional shipping insurance for higher-value items to ensure full coverage in case of loss or damage during transit. If you wish to add insurance to your order, please contact us before completing your purchase.

Please note: We are not responsible for lost or stolen packages once the carrier marks the item as "delivered," so we strongly encourage customers to track their packages closely and to ensure someone is available to receive the shipment.