Refund policy
Every piece we sell is made to order, and we really want you to love it. Returns work a little differently for each type of product, so please find the one you purchased below.
Prefer an easier read? See our Returns & Refunds page.
Returns by product type
Handmade Framed Art
Gold, painted, ornate & more – handmade to order on Dartmoor
Returnable within 14 days of delivery
If you change your mind, you can return Handmade Framed art from our collections within 14 days of delivery.
Bespoke pieces can't be returned. This means anything made to your own specification: a custom size, mount or frame combination, an empty frame, or framing artwork you've chosen yourself.
Cancellations & changes
Please contact us as soon as possible. We'll do our best to make changes or cancel before framing begins.
How to start a return
Please do not send anything back before your return has been approved – parcels that arrive unannounced can't be tracked or processed.
- Log in to your account on our website. No password needed – just the email address you ordered with.
- Find your order and click Request Return.
- Choose the items you'd like to return and submit the request.
- We'll review it within 1–2 working days and, once approved, email you our studio address and packing instructions.
Sending it back
- Postage is paid by you. We're not able to provide prepaid return labels.
- Tracking: use a tracked, signed-for service and send us the courier name and tracking number once it's on its way.
- Packing: framed art is fragile. Use the original protective packaging and add extra padding if needed.
- Insurance: we strongly recommend insuring the parcel for the full amount you paid.
Your return remains your responsibility until it reaches our studio. If it arrives damaged – broken glass, a cracked frame, a torn print – we're unable to refund it, and you'd need to claim from your courier.
Your refund
Items must be unused and in the condition you received them. You're welcome to unpack and inspect your art as you would in a shop, but if it's been hung, used as a photoshoot prop or can't be resold, we may reduce your refund to reflect that. Once your return arrives and we've checked it, we'll refund your original payment method within 14 days.
Orders of 5 or more framed pieces carry a 20% restocking fee on returns. Handmade Framed art isn't currently available to Northern Ireland, the EU or Ireland.
Unframed Prints
Printed in the UK, USA, Canada, EU & Australia
Not returnable – unless damaged or faulty
Each print is made to order at the print studio nearest to you, so we're unable to accept returns if you change your mind. If your print arrives damaged or isn't right, please reply to your order confirmation email within 48 hours with photos and we'll send a replacement or refund you.
Cancellations & changes
Prints are sent to print automatically within 30 minutes of payment. If you spot an error, reply to your order email straight away and we'll try to help. Once printing has started, we can't cancel or change the order, including the delivery address.
Customers in the EU
If you live in the EU, you have a legal 14-day right to withdraw from your purchase, starting from the day you receive it.
- Log in to your account, find your order and click Withdraw from Contract – or use our EU withdrawal form.
- Once approved, we'll email you our UK studio address.
- Send the print back by tracked service at your own cost, in its original packaging.
Prints must arrive unused and undamaged. We'll refund your original payment method within 14 days, and may hold the refund until the print reaches us or you've shown proof it's been delivered.
Simple Framed Prints
Plain natural wood, white or black – framed in the UK, USA, Canada, EU & Australia
Not returnable – unless damaged or faulty
Each simple frame is made to order at the studio nearest to you, so we're unable to accept returns if you change your mind. If your frame arrives damaged or isn't right, please reply to your order confirmation email within 48 hours with photos of the item and the packaging, and we'll send a replacement or refund you.
Cancellations & changes
Simple frames are sent into production automatically within 30 minutes of payment. If you spot an error, reply to your order email straight away and we'll try to help. Once production has started, we can't cancel or change the order, including the delivery address.
Customers in the EU
If you live in the EU, you have a legal 14-day right to withdraw from your purchase, starting from the day you receive it.
- Log in to your account, find your order and click Withdraw from Contract – or use our EU withdrawal form.
- Once approved, we'll email you our UK studio address.
- Send the frame back by tracked, signed-for service at your own cost, in its original protective packaging. We recommend insuring it for the full amount you paid.
Frames must arrive unused and undamaged – if one is broken in transit, you'd need to claim from your courier. We'll refund your original payment method within 14 days, and may hold the refund until the frame reaches us or you've shown proof it's been delivered.
E-Gift Cards
Sent by email
Refundable within 14 days if unused
You can cancel an e-gift card within 14 days of purchase, as long as the full balance is unused. Once any part of it has been spent, it can't be refunded.
Refunds can only be requested by the original purchaser and go back to the card used to buy it. Gift card balances can't be exchanged for cash.
Good to know
Business & trade orders
The 14-day return right applies to individual customers. Orders placed by a company, interior design agency, photography studio or other business are final and can't be returned for a change of mind. Damaged or faulty items are always put right.
Need more help?
We read and answer every message personally. Tap the Chat button, or contact us here. Please also check your junk folder for our replies.