RETURN POLICY

WHAT THIS POLICY COVERS

This policy covers all the physical products sold on this site. It does not include digital products or products/services sold on any other site (partner links, book links, etc). To view our Digital Downloads Policy, click here.

PRODUCT-SPECIFIC GUIDELINES

ART PRINTS

THIS APPLIES TO ALL PHYSICAL (NOT DIGITAL) ART REPRODUCTION PRINTS (PAPER, METAL, WOOD, ACRYLIC, CANVAS, ETC)

We sincerely hope you love your artwork, but if for some reason you are experiencing an issue, we will do what we can to help!

As each print on caraelaine.us is custom printed according to your desired material, size and artwork selection, we are unable to restock, resell or exchange any orders and cannot accept returns. However, we do offer free replacements if the return is due to a damaged product or manufacturing defect as an error on our part. If you’ve received damaged or defective items, please see below for how to submit a claim.

Should an item need to be physically returned in order to receive your replacement, we will let you know after you have filed your claim. Please do not send in any physical products unless we tell you it is necessary, as we cannot process any returns that have not followed our return protocols.

DAMAGED/DEFECTIVE/INCORRECT ITEMS

If an item is damaged, misprinted, or the wrong product was shipped, please submit a claim by emailing us at info@caraelaine.us within 7 days of receiving your order or the expected delivery date and include the following information:

Your full name, address & phone number
Your order number
A description of the issue at hand
Photograph(s) of the product detailing the issue at hand

If it is deemed that the issue was an error on our part and all the required information was received within 7 days of delivery, then we will re-ship the item at no cost to you via the standard shipping method originally used.

LOST IN TRANSIT

If your item is lost in transit, we will replace the order at no cost to you as long as the following criteria is met:

The address provided at the time of purchase was correct and complete
You have contacted your local post office or shipping carrier to locate the order
The order is not marked as delivered by the shipping carrier
It has been at least 5 working days since the estimated delivery date has passed
No recent updates have been made by the shipping carrier in the tracking link

Please note, in order for an item to be considered lost, we might first need to confirm this with the shipping carrier as well.

If you have followed all of the above criteria, then notify us at info@caraelaine.us within 10 days after your product’s estimated delivery date and include the following information to submit a Lost in Transit Claim:

Your full name, address & phone number
Your order number
A description of the issue at hand including any measures you have taken to get in touch with your local post office or the carrier in which the package was shipped to try to locate the lost package (this will be the first thing we ask before proceeding)

Please note, if a package is marked as “delivered” by the shipping carrier, we are not able to offer refunds or free reprints. If the address entered was correct and still shows it was delivered by the carrier but you did not receive it, please contact your local post office or the shipping carrier it was shipped with (or even your neighbors), as most of these issues can be resolved in this way. If you are still unable to locate your package, we will investigate to the best of our abilities and see if we can help locate your package. If you are still not able to locate your package, we may be able to offer a discount on a reprint depending on the circumstance, although this cannot be guaranteed.

RETURNED PACKAGES

Free order replacements are not available for packages that are returned to us due to an incorrect/insufficient address or the package being rejected. In these instances, a new order will have to be placed with the updated address (if applicable) and you will be liable for the full order/shipping costs.

If your shipment is returned to us due to an unclaimed package, we will assess these claims on a case by case basis. Where possible, we will reship your package to you, however, you will be responsible for the reshipment costs we incur to reship these items to you. To submit a claim, please email us at info@caraelaine.us with the following information:

Your full name, address & phone number
Your order number
A description of the issue at hand and measures you have taken

We will get back with you on how to proceed.

APPEARANCE Of ARTWORKS/PRODUCTS

Please be advised that although reasonable efforts have been made to ensure the accuracy of the colors and representations of the products on this site, each individual monitor, cell phone, tablet or other device may display colors differently and therefore Cara Elaine Art is not responsible for the color accuracy on your devices. Product material can also affect the printing color, therefore slight differences in color/saturation and texture can occur as a result of this. If there is a major defect in the coloring of your artwork, please follow the guidelines to submit a claim for damaged/defective items.

ORIGINAL ARTWORK

THIS APPLIES TO ALL ORIGINAL PAINTINGS, DRAWINGS AND NON-PRINTED ARTWORK THAT IS A PHYSICAL ITEM PURCHASED ON THIS SITE (NOT DIGITAL)

We want you to love your original artwork, but if for any reason you are not satisfied, you may return the artwork for a complete refund within 7 days of the delivery date. This refund is limited to the purchase price of the painting minus the cost of original shipping of the artwork (which was included in your purchase price but not included in the refund). Shipping charges vary on the artwork value & size. We will let you know this amount before your refund is issued (including any extra charges accrued for any customs/extra charges).

We will let you know the return amount before you return the product. Once the returned artwork is received (at the address given for return) in good condition, we will process your refund. The refund will be issued in the same form as the original payment (when possible) within 30 days of receipt of return.

If you encounter any problems or discrepancies with your artwork or would like to start a return, please contact us at info@caraelaine.us within 7 calendar days of the receipt of your artwork or the expected delivery date. Please do not attempt to return the artwork without contacting us first, as we cannot process any returns if it is not done through the proper procedure. If your artwork is damaged in transit, we will ask for photos and other information upon receiving your email with the issues at hand and let you know how to proceed further to resolve the issue.

LOST IN TRANSIT

If your artwork is lost in transit, please notify us at info@caraelaine.us within 10 business days of your artwork’s estimated delivery date. Please allow 5 business days after your product’s estimated arrival time to allow for unforeseen delays in transit. Although this in not common, it can happen. Please attempt to contact the carrier in which your item is being shipped through and/or your local post office before contacting us, as that will be the first thing we ask.

UNDELIVERABLE AND RETURNED PACKAGES

If your shipment is returned to us due to an unclaimed package, insufficient or incorrect/undeliverable address or refused package, we will contact you via the email you used upon purchase to see if you would like your artwork reshipped. Once we have confirmed with you the updated address and/or information, we will reship your artwork. Cara Elaine Art is not liable for returned packages & therefore all reshipment costs will be the customer's liability. In order to have your package reshipped to you, please reply to the email regarding the returned package within 7 business days. If you do not reply within 7 business days to the email or you decide you do not want the artwork reshipped, we will issue a refund – minus the cost of original shipping of the artwork. Shipping charges vary on the artwork value & size. We will let you know this amount before your refund is issued (including any extra charges accrued for any customs/extra charges).