Returns, damage & refunds

Damaged, faulty or wrong items

If your piece arrives damaged, has a print or build fault, is the wrong size or the wrong artwork — or never arrives — we'll put it right at no cost to you.

1. Report it within 7 days of delivery on our report a problem page, with your order number, the phone number on the order and a photo of the issue.
2. We review it and may ask for another photo or a closer look.
3. You choose a free remake (made and delivered again at our cost) or a full refund to the Mobile Money wallet or card you paid with.

Please keep the packaging until your report is resolved. We may collect the damaged piece.

Change of mind

Every shadow box and framed print is made to order for you — in your chosen design, size and finish, or from your own photo — so we can't accept returns or exchanges for a change of mind. If you're unsure about a size, our size guide helps, or ask us before you order.

Cancellations

If you need to cancel, contact us straight away with your order number. We can cancel with a full refund while your piece hasn't gone into production yet; once a workshop has started making it, it can't be cancelled.

Refund timing

Approved refunds go back to the Mobile Money wallet or card you paid with. How quickly they appear depends on your network or bank.