Introduction: The nature of handmade original art
Each piece is handmade and unique, so slight variations are natural. Additionally, colours may appear differently on screens and in person due to screen resolution and lighting. Please read product descriptions carefully and embrace these variations as part of your artwork’s charm.
Returns for Original Art
Under Australian Consumer Law, stores are not required to provide a refund or replacement if a customer changes their mind.
However, I want you to love your purchase and feel confident ordering from me online. If you are unsatisfied with your original art purchase, I offer a 7-day change of mind policy on original artwork.
The artwork must be in perfect condition, with no damage to the piece or packaging, to be eligible for a return. I reserve the right to decline returns if these conditions are not met.
The refund is conditional on the artwork being returned within three (3) days of notifying me of the return. The customer is responsible for return shipping costs, and the item must be sent via a trackable shipping service. To receive a full refund, the artwork must be returned in the same condition in which it was received.
A refund will be issued within seven (7) business days of receiving the returned artwork.
Returns for Commissioned Art
There are no returns or refunds for commissioned art pieces.
As commissions are bespoke creations customised to your needs, they are not eligible for a refund or change of mind. If you choose to commission an artwork, we will discuss your goals before work begins. I paint in my own style while following your specifications, including artwork size and choice of material (canvas, paper, or wood).
Returns for Prints
Whilst prints are not original artworks, each one is made to order. Once an order is placed, it cannot be cancelled or modified (including print selection and size). However, if your order has not yet been dispatched, I can update your email or shipping address upon request. As orders are processed quickly, please notify me as soon as possible if changes are needed.
I take pride in the quality of my prints. If your order arrives damaged or faulty, I will replace it free of charge. See below section for next steps if your item was damaged in transit.
Under Australian Consumer Law, refunds or replacements are not required for change of mind purchases. However, I want you to love your print, so I offer a 7-day change of mind policy. If you’re not satisfied, you may exchange or replace your print (of equal value), with return postage at your expense.
To initiate a return, please email me with your order number and tracking details, and I’ll guide you through the process. The returned print must be in ‘as new’ condition with its original packaging. As you remain responsible for the item until it reaches me, I recommend using a trackable and insured shipping method. If the print is returned in a condition that is not resaleable, I reserve the right to decline the exchange and return the item to you.
Please note that the Change of Mind policy applies only once per order. Prints purchased with store credit are not eligible for further exchange.
Damaged in Transit
I carefully inspect each piece before shipping to ensure it is in perfect condition. If your order arrives damaged, please contact me within 24 hours of receiving your item. To process your claim, I will need:
- A clear description of the damage
- Photos of the damaged item
- Photos of the packaging and shipping label
If the damage is purely cosmetic and does not affect the structure of the artwork, it may be a natural variation and not qualify for a refund or replacement. However, I am happy to discuss any concerns you have.
To lodge a claim, please email [your email address] with:
- Order number
- Delivery date
- Contact details
- Description of the issue
- Images of:
- The full product
- Packaging
- Detailed images of the damage
Once I receive the necessary details, I will assess the claim and offer a repair or replacement as appropriate.
Your parcel will never be sent from my studio with visible signs of damage; however, very occasionally, mistakes can occur with the postage company. If your parcel arrives with visible signs of damage, I would recommend you reject the delivery so it is automatically returned to me for a replacement. If you notice that an item is damaged after delivery, please contact us within 3 days of receipt of your print, and I will be happy to assist.
Please allow 1 to 3 weeks to process damaged item claims. Refunds, if applicable, may take up to 7 business days to be processed.
Please take care opening pages. Journey to Neptune is not responsible for any damage that occurs after successful delivery, e.g. damage that occurs in your home.
Contact Information
For any questions, please reach out at Contact – Journey to Neptune.