Refund policy

Last updated: 23 November 2025

1. 14-day right of withdrawal – does it apply?

Under EU consumer law, you normally have 14 days to cancel an online purchase.
Important exception: The right of withdrawal does NOT apply to goods that are made to the consumer’s specifications or are clearly personalised.

Almost every artwork in this store is an original painting, drawing, or limited-edition print with a distinctly personal character. Therefore, the 14-day right of withdrawal does not apply to purchases in this shop.

2. When do you have the right to a refund or replacement?

You are always entitled to a full refund or replacement if:

  • The artwork arrives damaged or defective
  • We sent the wrong artwork or the wrong quantity
  • The artwork significantly differs from the description or photos on the website

In these cases, please contact us within 14 days of receiving the item.

3. How to make a claim (damage, wrong item, etc.)

  1. Email us at art@alexiskershaw.com within 14 days of delivery with:
    • Your order number
    • Photos of any damage or the incorrect item
    • A short explanation
  2. We will reply within 1–2 business days with return instructions.
  3. Return the artwork to us in its original packaging (you pay return shipping only if the item is not faulty; we cover return shipping if the item is damaged or wrong).
  4. As soon as we receive and inspect the returned item, we will issue a full refund (including original shipping cost) or send a replacement, whichever you prefer.

4. Refunds

  • Refunds are made to the original payment method.
  • We process refunds within 5 business days of receiving the returned item.
  • You will normally see the money back in your account within 3–10 days (depending on your bank or card issuer).

5. Shipping damage

All artworks are professionally packed and insured during shipping. If the package or artwork is visibly damaged on delivery, please:

  • Refuse the package, or
  • Accept it but note the damage on the carrier’s delivery note and take photos immediately
    Then contact us the same day.

6. Contact us

If you have any questions about returns or refunds, just write to:
art@alexiskershaw.com
or use the contact form on www.alexiskershaw.com

We are here to help and want you to be 100% happy with your artwork!