Returns Policy

14-Day Right of Withdrawal

According to Danish law, you have a 14-day right of withdrawal from the day you receive your order. This means you can return the product without giving a reason.

The right of withdrawal only applies to standard items. Custom orders and artworks made to customer specifications are excluded, unless the product is defective or incorrect.

Conditions for Returns

To be eligible for a return, the following requirements must be met:

  • The product must be in its original condition without damage
  • Original packaging must be intact
  • All included materials (certificates, documentation) must be returned
  • The artwork must not be damaged, scratched, or altered in any way
  • You must contact us within 14 days of receipt

Please note that if the product is returned in a condition that does not meet these requirements, we reserve the right to refuse the return or reduce the refund.

How to Return

1. Contact Us

Use our contact form and provide:

  • Your order number
  • Which products you wish to return
  • Reason for return (optional)

2. Receive Return Address

We will send you a confirmation with the return address and any instructions within 1-2 business days.

3. Pack the Product Carefully

Please use the original packaging if possible. Make sure the product is properly packed so it is not damaged during transport.

4. Send the Product Back

Send the product to the address we provide. We recommend shipping with insurance and tracking (track & trace).

5. Receive Refund

After we have received and inspected the return, we will refund the amount within 14 days.

Return Costs

Change of mind: You are responsible for the cost of return shipping if you use your right of withdrawal.

Defective product: If the product is defective, damaged during transport, or incorrect, we will pay all return shipping costs. Please contact us before sending the product back.

We recommend sending the product with insurance and tracking, as we cannot be held responsible for products lost during return shipping.

Refunds

After we have received and approved your return, we will refund the full product amount to your original payment method.

What is refunded:

  • The product price
  • Original shipping costs (for defective/incorrect items)

What is not refunded:

  • Shipping costs for change of mind
  • Return shipping costs (unless the product is defective)

Refunds are processed within 14 days after we have received the return. Depending on your bank, it may take an additional 3-5 business days for the amount to appear in your account.

Damaged Products

If you receive a damaged product, please contact us immediately:

  1. Take photos of the damage
  2. Take photos of the packaging (even if it looks fine on the outside)
  3. Note any damage with the carrier upon receipt
  4. Contact us via the contact form with photos and your order number

We will then ensure either:

  • Reshipment of the product (at no extra cost)
  • Full refund including shipping costs
  • Partial refund if you wish to keep the product

Exchanges

We do not offer direct exchanges. If you want a different product, you must return the original product and place a new order.

This ensures you get the correct price and delivery time for the new product.

Custom Orders & Commissions

Artworks that are custom ordered or made to customer specifications cannot be returned unless:

  • The product is defective or damaged
  • The product deviates significantly from the agreed specifications
  • We have made a production error

Minor deviations from digital mockups and sketches (e.g. in color, texture) are considered a natural part of handmade art and do not entitle you to a return.

Cancelling Custom Orders

If you wish to cancel a custom order after order confirmation but before production has started:

  • Contact us as soon as possible
  • If production has not started, we will refund your deposit minus a 10% administration fee
  • If production has started, we reserve the right to withhold up to 50% of the deposit
  • If production is complete, the order cannot be cancelled

Processing Time for Returns

We strive to process all returns as quickly as possible:

  • Inspection: 1-3 business days after receipt
  • Approval: You will be notified of approval by email
  • Refund: Processed within 14 days of approval

Rejected Returns

If your return does not meet the conditions, we will contact you with the following options:

  • You can have the product returned to you (for a fee)
  • You can accept a reduced refund
  • The product can be donated (no refund)

Questions about Returns?

If you have questions about our returns policy or a specific return, you are welcome to contact us via our contact form. We usually respond within 24 hours on business days.