Validation before shipment
Returns & retouching
Each reproduction is hand painted and photographed before shipment. This step allows you to control the final result and request up to 7 sets of reasonable alterations before sending.
Photo before shipment · Up to 7 edits · Validation before shipment · Protection of the package
Photo before shipment
You examine the finished canvas before it leaves.
Up to 7 sets
Reasonable adjustments may be requested.
Final agreement
Preparation for sending begins after validation.
Protected package
The canvas is packaged for international transport.
Quick access
What is your situation?
Choose the corresponding route to directly access the useful procedure.
I would like a touch-up
Colors, contrast, face or important detail to adjust before validation.
See the procedure → After receiptMy package is damaged
Photos to send, packaging to keep and necessary information.
Report the problem → Return requestI would like to request feedback
Terms, prior authorization, refund and shipping costs.
Read the conditions →Before shipping
Up to 7 sets of touch-ups included
Requests must remain consistent with the reference, format and project agreed at the time of ordering.
We photograph the painting
Overviews and, where necessary, details are sent for review.
You check the rendering
Composition, proportions, colors, faces and important details can be controlled.
You make a specific request
The alterations are grouped by series so that the painter can treat them clearly.
You confirm the final version
The canvas then enters the drying, protection and shipping phase.
Adjust without changing the project
- shade or color balance;
- contrast, light or depth;
- face, look or expression;
- important detail visible on the reference;
- small correction of proportion or contour.
Changes that change the order
- replace the work with another;
- modify dimensions after completion;
- completely change the framing or composition;
- add new major characters or elements;
- request a new canvas after validation.
Group corrections into a single message, indicate affected areas, and use simple cues in the photo when it helps understand the request.
After validation
Changes are no longer possible
Your agreement on the photo confirms that the final result is accepted. The canvas then goes into drying, protection and logistical preparation. Late modification could damage a finalized painting or delay its shipment.
Photo validated
Your agreement confirms the final version.
Drying
The paint rests before handling.
Protection
The canvas is prepared for transport.
Shipping
Tracking is communicated after sending.
Return policy
When can a return be accepted?
Never return a canvas without prior authorization. Contact us first with your order number and reason for request.
Canvas painted to order
A reproduction made in a chosen format, personalized or produced specifically for an order is generally not returnable after validation and shipment.
Error or non-compliance
An error attributable to the workshop, an incorrect reference or a significant defect not visible during validation are examined individually.
Transport damage
A damaged canvas or package must be reported promptly with complete photographs in order to open a file.
Applicable rights
The customer's mandatory legal rights remain applicable. The solution depends on the nature of the product, the problem observed and the country of sale.
A return address and appropriate instructions will be provided to you when a return is accepted. A spontaneously shipped package may not be identifiable or processed correctly.
Refunds
How is the refund processed?
Reimbursement occurs after receipt and inspection of the returned works, when all the conditions communicated have been respected.
Amount of items
Works accepted and returned in accordance with the instructions are refunded according to the conditions validated with customer service.
Initial standard delivery
Standard delivery charges paid when ordering are refunded when the entire order is returned.
Premium shipping
When a more expensive shipping method has been chosen, reimbursement of upfront costs is limited to the standard service amount.
Original refund
The refund is made to the payment method used during the purchase. Delivery costs may appear in a separate transaction.
At reception
What to do if the package arrives damaged?
Contact us promptly, ideally within 48 hours of receipt. Do not stretch the canvas or throw away the packaging before our instructions.
Report damageThe essential elements
- 1Photo of the exterior package and transport label
- 2Photo of the inner packaging before throwing it away
- 3General photo of the canvas
- 4Sharp close-ups of each damage
- 5Order number and problem description
Craft work
Which is not considered a defect
A paint done with a brush is not an industrial print. Slight variations in hue, texture or detail may exist in relation to the reference digital image.
The validation photo is used to check these characteristics before sending. After validation, visible and accepted artisanal variations do not constitute a defect.
Screen, ambient light and photography can change the perception of shades.
Brushstrokes, reliefs and overlays are part of oil painting.
Small line differences are natural in fully manual reproduction.
Frequently asked questions
returns & retouching FAQ
Essential answers before validation, after shipment and when requesting a refund.
Can I request retouching on my reproduction?
Yes. Up to 7 sets of reasonable touch-ups may be requested prior to final validation and shipping.
When will I receive the validation photo?
The photo is sent when the painting is finished, before the final phase of drying, protection and shipping.
Can I request a modification after validating the photo?
No. After validation, the canvas is considered finalized and enters the preparation process for sending.
Can I return a custom or painted canvas to order?
These canvases are generally not returnable after validation and shipping. However, a workshop error, transport damage or applicable legal law are examined.
How to request a return?
Contact us before sending with the order number, reason and useful photos. An address and instructions are provided when the request is accepted.
How are initial delivery costs reimbursed?
Standard charges are refunded when the entire order is returned. In case of increased shipping option, refund is limited to the standard rate.
Why does the delivery cost refund appear separately?
Depending on payment processing, items and delivery charges may be refunded in two separate transactions on the original payment method.
What to do if the canvas arrives damaged?
Keep all packaging and contact us promptly with photos of the package, interior, canvas, label and close-ups of the damage.
Need help
Tell us precisely your situation
Add your order number, useful photos and the solution you are looking for so that your file can be studied quickly.