Approval before dispatch
Returns & adjustments
Each reproduction is hand-painted and photographed before dispatch. This lets you check the final result and request up to 4 rounds of reasonable adjustments before shipment.
Photo before dispatchUp to 4 rounds of adjustmentsApproval before dispatch
Photo before dispatch
You examine the finished canvas before it leaves the workshop.
Up to 4 rounds
Reasonable adjustments can be requested.
Final approval
Preparation for dispatch starts after approval.
Protected parcel
The canvas is packaged for international transport.
Quick access
What is your situation?
Choose the relevant option to go directly to the procedure you need.
I would like an adjustment
Colors, contrast, a face or an important detail to adjust before approval.
View the procedure → ⌁After deliveryMy parcel is damaged
Photos to send, packaging to keep and information needed.
Report the problem → ↩Return requestI would like to request a return
The 14-day deadline, return shipping at your expense and shipping instructions.
Read the conditions →View the full policy and return address
Before dispatch
Up to 4 rounds of adjustments included
Requests must remain consistent with the reference, size and project agreed when the order was placed.
We photograph the painting
Overall views and, when needed, detail photographs are sent for review.
You check the result
You can check the composition, proportions, colors, faces and important details.
You make a precise request
Adjustments are grouped into rounds so the painter can address them clearly.
You confirm the final version
The canvas then proceeds to drying, protection and dispatch.
Adjust without changing the project
- shade or color balance;
- contrast, light or depth;
- face, gaze or expression;
- an important detail visible in the reference;
- a small correction to proportions or outlines.
Changes that alter the order
- replace the artwork with another;
- change the dimensions after completion;
- completely change the crop or composition;
- add new figures or major elements;
- request a new canvas after approval.
Group corrections in a single message, identify the affected areas and use simple marks on the photo when they help clarify your request.
After approval
Changes are no longer possible
Your approval of the photograph confirms acceptance of the final result. The canvas then moves to drying, protection and shipping preparation. A late alteration could damage a finished painting or delay its dispatch.
Photo approved
Your approval confirms the final version.
Drying
The painting is left to dry before handling.
Protection
The canvas is prepared for transport.
Dispatch
Tracking information is provided after dispatch.
Return policy
Returns accepted within 14 days
Notify us of your wish to return the item within 14 days of receipt. No reason or prior approval is needed to exercise your right of withdrawal. Return shipping costs for a change of mind are your responsibility.
Canvas painted to order
Non-personalized physical items can be returned within 14 days. Only clearly personalized creations or items made to your particular specifications may be excluded where the law permits; a standard size or finish is not sufficient.
Error or non-conformity
A workshop error, an incorrect reference or a significant defect that was not visible during approval is assessed individually.
Transport damage
A damaged canvas or parcel must be reported promptly with comprehensive photographs so that a case can be opened.
Applicable rights
The customer's mandatory statutory rights remain applicable. The solution depends on the product, the problem identified and the country of sale.
Returns due to a change of mind are shipped to our address in Bangkok, Thailand, at the customer's expense. Consult the refund policy for the full address and contact us for instructions before sending the item.
Refunds
How is the refund processed?
If you exercise your right of withdrawal, the refund is made within 14 days of notification. It may be withheld until we receive the item or proof of its return shipment, whichever occurs first.
Item value
Returned items are refunded under our refund policy, subject to any deduction for diminished value legally applicable to excessive handling.
Original standard delivery
Standard delivery costs paid when ordering are refunded when the entire order is returned.
Premium shipping
If a more expensive shipping method was chosen, the refund of the original shipping cost is limited to the standard service charge.
Refund to the original payment method
The refund is made to the payment method used for the purchase. Delivery costs may appear as a separate transaction.
On receipt
What should I do if the parcel arrives damaged?
Contact us as soon as possible, ideally within 14 days of receipt, with photos of the item and packaging. This period does not limit your statutory rights. Keep the packaging and wait for our instructions.
Report damageEssential information
- 1Photo of the outside of the parcel and shipping label
- 2Photo of the inner packaging before discarding it
- 3Full view of the canvas
- 4Clear close-ups of each area of damage
- 5Order number and description of the problem
Handcrafted work
What is not considered a defect
A painting made with a brush is not an industrial print. Slight variations in shade, texture or detail may occur compared with the digital reference image.
The approval photograph lets you check these characteristics before dispatch. Once approved, visible and accepted variations inherent to handmade work do not constitute a defect.
Your screen, ambient lighting and photography may affect how shades appear.
Brushstrokes, raised texture and layers are part of oil painting.
Small differences in line work are natural in a fully hand-painted reproduction.
Frequently asked questions
Returns & adjustments FAQ
Essential answers before approval, after dispatch and when requesting a refund.
Can I request adjustments to my reproduction?
Yes. You may request up to 4 rounds of reasonable adjustments before final approval and dispatch.
When will I receive the approval photograph?
The photograph is sent when the painting is finished, before the final drying, protection and dispatch stage.
Can I request a change after approving the photograph?
No. After approval, the canvas is considered finished and enters preparation for dispatch.
Can I return a personalized or made-to-order painting?
Non-personalized items can be returned within 14 days, even if made to order. Clearly personalized creations may be excluded where the law permits. Statutory rights remain applicable.
How do I request a return?
Notify us within 14 days of receipt, providing your order number, then send the item back within 14 days of notification. No reason is required for a change of mind; return shipping to Bangkok is at your expense.
How are the original delivery costs refunded?
Standard delivery costs are refunded when the entire order is returned. If a more expensive shipping option was selected, the refund is limited to the standard rate.
Why does the delivery cost refund appear separately?
Depending on payment processing, items and delivery costs may be refunded in two separate transactions to the original payment method.
What should I do if the canvas arrives damaged?
Keep all packaging and contact us promptly with photographs of the parcel, inner packaging, canvas, label and close-ups of the damage.
Need help
Tell us exactly what happened
Include your order number, relevant photos and the solution you are seeking so we can review your case promptly.