returns & refunds

We hope you love your purchase from Lizzie Jade Art. Every piece is created, packaged and dispatched with great care. If there's a problem with your order, we'll do everything we can to make it right.

​

Returning Your Order

If you've changed your mind about a non-personalised item, you can request a return within 14 days of receiving your order.

To be eligible for a return, the item must:

• Be unused and in its original condition.

• Be returned in its original packaging where possible.

• Be securely packaged to prevent damage during transit.

Please contact us before returning any item so we can provide return instructions.

​

Items That Cannot Be Returned

Due to the nature of our products, the following items cannot be returned unless they are faulty or arrive damaged:

• Original artwork

• Custom commissions

• Personalised items

• Bespoke canvases

• Made-to-order artwork

• Gift cards (if applicable)

These items are created specifically for each customer and are therefore exempt from standard returns.

​

Damaged or Faulty Items

If your order arrives damaged or you believe it is faulty, please contact us within 48 hours of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photographs of the item

• Photographs of the packaging

We'll assess the issue as quickly as possible and, where appropriate, arrange a replacement, repair or refund.

​

Refunds

Once your returned item has been received and inspected, you'll be notified of the outcome.

If your refund is approved, it will be processed using your original payment method.

Please note that it may take several working days for your bank or payment provider to process the refund.

​

Return Postage

Unless an item is faulty, damaged or supplied in error, customers are responsible for the cost of returning items.

We recommend using a tracked postal service, as Lizzie Jade Art cannot accept responsibility for returns that are lost in transit.

​

Exchanges

If you'd like to exchange a non-personalised item, please get in touch and we'll do our best to help, subject to stock availability.

Unfortunately, we cannot exchange commissioned or personalised artwork unless there is a fault.

​

Colour & Appearance

Every effort is made to accurately represent each artwork through photography.

Please note that colours may vary slightly between different screens, monitors and devices. These minor differences are not considered faults and do not qualify for a refund.

As many pieces are handmade, small variations in texture, brushstrokes or finish are part of the character of original artwork and handmade creations.

​

Need Help?

If you have any questions about your order or our returns policy, we'd love to hear from you.

​

Simply get in touch via the Contact page, and we'll be happy to assist.