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Refunds and Returns
Thirty days from delivery, and the fees are on the page rather than in the small print.
The window starts when the parcel reaches you, not when you paid, so a long production run never eats into it.
This page is the whole policy: what can come back, what a return costs, what we replace free, and what happens when a parcel cannot be delivered. The fees are in a table rather than in the small print.
The fees, in one place
Two of these are free and the rest are not. Nothing here is hidden in a footnote, because a fee somebody finds out about after they post a parcel is a complaint we would rather not earn.
Free we cover itFee you cover it
| It arrived damaged or faultyWe produce and ship a replacement. You do not send the damaged piece back. | Nothing |
| The wrong artwork or size arrivedSame again: a replacement is produced and shipped, and you keep what arrived. | Nothing |
| Return postage, if it qualifiesFull price pieces under 40 inches tall, going back from the United States, the United Kingdom, Canada and Australia. Both conditions have to hold. | Free |
| You changed your mind, or it does not suit the roomA restocking fee of half the product price, because the piece was printed for you and cannot be sold to anyone else. | 50% |
| Return postage, if it does not qualifyA piece bought on sale or with a discount code, or one over 40 inches tall, goes back at your own cost. | Yours |
| A return label for an oversized pieceAvailable inside the contiguous United States for pieces over 40 inches. Deducted from the refund once the return arrives, not charged up front. | $100 |
| A parcel comes back to us and you want it resentTwenty percent of the product price, which covers the original free carriage and the second handling. | 20% |
| A parcel comes back to us and you would rather refundThe same twenty percent is deducted from the refund instead. | 20% |
The 50% applies to a change of mind only. When the fault is ours or the carrier's there is no restocking fee at all, and in most of those cases there is no return either.
Eligibility
Yes
In new condition, packed the way it arrived, within thirty days of delivery. Email first: a parcel that turns up unannounced cannot be matched to an order and may not be accepted or refunded.
No
Printed from your own image or your own text, so they cannot be sold to anyone else. This is stated on every custom product page before you buy. Damage and printing faults are still covered, because that is a replacement rather than a return.
No
The piece has to be in the condition it arrived in and in its original packaging. Keep the box until you are sure.
No return needed
Photograph the piece and the box it came in, email both to support@tiaracle.com with your order number, and a replacement is produced and shipped at no cost. You end up with the artwork you ordered rather than your money back, which is almost always what people actually wanted.
Small transit marks are usually not damage. A crease, a dent or a slightly slack canvas presses out from the back with a warm iron on a low setting, in about two minutes, because canvas is fabric. Try that first and write to us if it does not lift.
The process
There is also a self service portal at returns.tiaracle.com if you would rather not write. Either route reaches the same team.
Who pays
Delivery problems
A parcel returned to us is never resent blind. We write to you first.
It covers the original carriage, which was free, and the second handling. Choose a refund instead and the same 20% is deducted.
This applies when the address given at checkout was wrong or incomplete, when the parcel went unclaimed even though the address was right, or when you ask for it to go somewhere new.
Where an incorrect address means the parcel can be neither delivered nor returned, we are not able to refund or replace it. Checking the address at checkout is the one minute that prevents this.
Timing
Refunds are processed once the return has arrived and been checked, back to the card or account used to pay. Banks add their own few days before it posts. If it has not appeared a week after we tell you it is processed, check with the card issuer first, then write to us.
Common questions
Thirty days from the day the parcel is delivered, not from the day you paid. The piece has to come back in new condition and packed the way it arrived. Email support@tiaracle.com with your order number before sending anything, because a parcel that arrives unannounced cannot be matched to an order.
It depends on why the piece is coming back. There is no restocking fee when the fault is ours or the carrier's, which covers damage, a printing problem and a wrong item. A change of mind, including a piece that does not suit the room, carries a 50% restocking fee, because the artwork was printed for one order and cannot be sold to anyone else.
We do, on a full price piece under 40 inches tall going back from the United States, the United Kingdom, Canada or Australia. Both conditions have to hold. A discounted piece, or one over 40 inches, goes back at your own cost, and an oversized return label inside the contiguous United States is $100 deducted from the refund.
We produce and ship a replacement free of charge and you do not send the damaged piece back. Photograph the artwork and the box and email both to support@tiaracle.com with your order number. Damage is replaced rather than refunded, so you end up with the artwork you ordered.
No. A custom print is made from your own image and a custom map from a place you chose, so neither can be sold to anyone else, and both are excluded from returns and exchanges. This is stated on every custom product page before you buy. A custom piece that arrives damaged or does not match the file you sent is still replaced free, because that is a fault rather than a return.
Still stuck
Email support@tiaracle.com with your order number. A person reads it, and an email with an order number and a photograph is usually all it takes.
