Frame a Story
Returns & Refunds
We take great care in producing and shipping every print. However, we understand that issues can occasionally occur. Please review our policy below.
Made-to-Order Artwork
Each print is a limited edition, made to order, hand-signed, and numbered specifically for you. Because of the personalized nature of our artwork, we are unable to accept returns or offer refunds for change of mind, incorrect size selection, or if the print does not match your expectations of color on screen.
Please review your order carefully before completing your purchase. If you have questions about sizing, paper quality, or how a print might look in your space, feel free to contact us before ordering.
Damaged or Defective Prints
If your print arrives damaged or has a manufacturing defect, we will gladly provide a replacement or full refund at no additional cost to you.
To report a damaged or defective print:
- Contact us within 7 days of receiving your order
- Provide your order number and a description of the issue
- Include clear photographs showing the damage or defect
- If possible, retain the original packaging for inspection
Once we review and verify the issue, we will arrange for a replacement to be printed and shipped, or process a full refund including original shipping costs.
Shipping Damage
If your package arrives visibly damaged from transit:
- Document the damage with photographs before opening if possible
- Photograph the packaging and the print itself
- Contact us within 7 days with your order number and photos
We will work with you to resolve the issue promptly, whether through replacement or refund.
Lost Packages
All orders are shipped with tracking. If your package appears lost in transit:
- Check the tracking information for delivery status updates
- Verify the shipping address on your order confirmation
- Check with neighbours or your building's reception if applicable
- Contact us if the package shows delivered but you have not received it
We will investigate with the shipping carrier and work towards a resolution. In cases where a package is confirmed lost, we will arrange a replacement or refund.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
- Before production begins: Full refund
- After production has started: We may not be able to cancel, as your print is already being prepared
Due to the made-to-order nature of our prints, we encourage you to contact us immediately if you wish to cancel.
Refund Process
Approved refunds will be processed to your original payment method within 5-10 business days. Please note that your bank or payment provider may take additional time to reflect the refund in your account.
Conservation Contributions
For orders that are refunded, the conservation contribution (10% of net revenue) associated with that purchase will not be made, as the sale has been reversed. If you received a Certificate of Authenticity documenting conservation impact, please note that this is voided upon refund.
Questions?
If you have any questions about our returns policy or need assistance with an order, please don't hesitate to reach out.
Email: phytographystudio@gmail.com