Refund Policy

Can I cancel my order?

Sure, for prints and frames you can cancel the order so long as we’ve not started production. As after this your order enters into multiple automated flows and is booked in with our shipping partners so we can pull it out. Just contact us immediately and we’ll do our best to stop it before going into production and provide you with a full refund.

My item did not arrive or it arrived damaged, or I was sent the wrong item?

Our courier partners and all the employees of Elusive Arts are only human, so occasionally mistakes can happen. It’s very rare, but if it happens to you we’re very sorry. Simply let us know within 14 days of receiving the item and we’ll rectify it for you by sending a free replacement.

As part of our guarantee, if an artwork arrives damaged or is incorrect, we’ll happily get an express replacement sent out to you free of charge (it really helps if you send us a few photos of the damage or any other issues).

If an item arrived that is wrong and you want a refund, no problem, the incorrect item will just need to be returned, but we’ll cover the postage cost.

Refund for an order that was not delivered due to multiple failed delivery attempt or a customer fault: for example, but not limited to, an incomplete address being given or a parcel not being collected, then the customer will be required to cover all outbound shipping costs.

I ordered a print or frame and changed my mind

Just contact us and return the item within 14 days of receiving your order and we’ll provide an address for you to return your items to. Eligibility: the item must be unmarked, in the same condition that you received it and in the original packaging. Due to being a small independent business, customers are responsible for return shipping charges for unwanted items. For framed artworks and already exchanged items, the original outbound shipping cost will be deducted from the refunded amount. For your protection, please be sure to return your goods via recorded or registered post. We can not give refunds or exchanges on Mystery Box orders. Refunds for purchases made by gift card credit will be refunded in credit. This doesn’t affect your statutory legal rights.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ElusiveArts1@gmail.com.

You can always contact us for any return question at ElusiveArts1@gmail.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at ElusiveArts1@gmail.com.