Refund policy

Refunds and Returns
The Artisan Gift Co. is committed to a high quality service and will replace your artwork if a print arrives damaged or is not representative of the item chosen on the website. Any damage should be reported as soon as possible, with photographs of the damage sent to info @artisangiftco.com.au. Items that are personalised, bespoke or made-to-order to your specific requirements are non-refundable, unless faulty. We do not provide refunds for change of mind purchases. We advise you to retain original packaging as we may need to arrange for collection of the damaged or faulty item.

Damaged Orders

We take a high level of care in preparing all our orders and even greater care in packing them for safe transit to your delivery address. We put the care into the hands of logistics companies however at times not all parcels are handled with utmost care and things get damaged. If your envelope or print arrives damaged please contact us. 

In the case of a frame being damaged in transit, you must take photos of your damaged product and you will be refunded for the extra cost of your frame. Replacements cannot be issued for frames.

The hand made nature of the foiling may contain slight imperfections and you may see some black speckles within the foiling, this is a natural part of the hand foiling process and are not considered faults.

In the case where a refund is issued, the refund will be facilitated through your original payment method. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to us until we have approved the return.

Goods will only be accepted for return if they are returned within 90 days of delivery, unless we have notified you otherwise.

The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

PLEASE NOTE: Once an order is placed and paid for it is considered final and no amendments or cancellations can be made. We will offer you an unlimited amount of changes to your order however due to the time taken for personalised orders, if a cancellation is requested after the first draft has been provided, only 50% of the order total will be refunded in order to compensate our designers for their time.

Non-refundable items:
Gift cards

Late or missing refunds
If you haven’t received a refund yet, check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info @artisangiftco.com.au.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We take great care and pride in our hand made prints. We will happily replace items if they are defective or damaged. If you need to exchange it for a new print, send us an email at info @artisangiftco.com.au and we will email you instructions about the exchange.