Refund policy

At Alice Ella Art, we want you to be delighted with your art purchase. We understand that sometimes things aren't quite right, and we aim to make the returns process as clear and fair as possible. 

1. Prints & Commissions

Because each is made specifically for your order, we cannot accept returns/exchanges. Please be certain you are happy with your selection before purchasing! Contact us at store@aliceella.art with any questions/concerns before ordering.

Returns or refunds for custom pieces will only be considered if the item arrives faulty or damaged (see Section 3).

2. Original Paintings, Posters, Cards & Calendars

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

  • Notification: To start a return, you can contact us at store@aliceella.art.
  • Returning the Item: If your return is accepted, we’ll send you instructions on how and where to send your package.
  • Condition of Return: Items must be returned in their original condition, undamaged, and securely packaged to prevent damage during transit. We recommend using a tracked and insured shipping service, as you are responsible for the item until it reaches us.
  • Return Costs: You are responsible for the cost of return shipping.
  • Customs, Duties, and Taxes: You are responsible for any customs duties, taxes, or fees incurred when returning items internationally. Please mark the return parcel clearly as "Returned Goods" to potentially avoid customs charges, though this cannot be guaranteed.
  • Refund: (see Section 4)

3. Faulty, Damaged, or Incorrect Items

We take great care in creating, packaging, and arranging the shipment of your art. However, if your order arrives damaged, is faulty, or is not what you ordered, please contact us immediately at store@aliceella.art with:

    • Your order number.
    • A clear description of the issue (damage, fault, incorrect item).
    • Photographic evidence of the damage (including packaging damage if applicable) or the incorrect item.
    • A photo of the barcode label on the packaging

We will assess the situation and advise on the next steps. Depending on the circumstances and product type, this may involve:

    • Issuing a full refund.
    • Arranging for a replacement.

4. Refunds

  • Refunds will be processed within 14 days of us receiving the returned item (or our POD partner confirming receipt/issue).
  • Refunds will be made to the original payment method.
  • Deductions may be made for loss in value if the item is returned damaged or shows signs of unreasonable use/handling reducing its value. 

Contact Us

If you have any questions about your order or this returns policy, please contact us at: store@aliceella.art