Returns

Every print is made for you after you order it, so there is no stock to take a print back into. That makes change-of-mind returns impossible — and it makes damage and defect our problem entirely, not yours.

If it arrives damaged or wrong

We replace it. You keep the original, and you pay nothing. That covers a sheet creased or dented in transit, a tube crushed, a colour cast, banding, a visible print defect, the wrong size, or the wrong work.

Write to us and tell us what happened. We do not require you to ship anything back — the carriage on a returned print costs more than the print, and asking for it would only be a way of making the claim inconvenient enough that you drop it.

How long you have

Fourteen days from delivery. Write to us within that window and the replacement is automatic. We are not trying to run the clock down on you — the limit exists because a claim made months later cannot be told apart from ordinary handling, and because our own claim against the printer closes too.

What we need from you

A photograph. One clear picture of the problem, taken however you like — a phone is fine. It is the only thing we ask for, and there are two reasons for it. It lets us replace the print immediately instead of asking you questions, and it is what we send to the press to have the fault fixed rather than merely reprinted.

If the damage is to the tube or packaging rather than the print, photograph that too. It tells us whether the problem is the press or the carrier, and those get fixed differently.

Change of mind

We cannot accept a return simply because a print is not what you hoped for. Nothing was printed until you ordered it, and there is no second buyer for a 32×48 Isenheim.

What we do instead is try to make the surprise impossible before you buy. Every product page states the sheet size, the printed image size within it, the margin and the effective resolution in dots per inch, measured from the actual master file rather than quoted from a specification. The whole painting is always printed — we never crop a work to fill a sheet shape — so the proportions you see on the page are the proportions that arrive.

If your order has not shipped yet

Write immediately and we will cancel and refund in full if production has not started. Once the sheet is on the press it cannot be stopped.

Statutory rights

Nothing here removes a right you hold by law where you live. In the UK and the EU, made-to-order goods are ordinarily exempt from the standard cancellation right, but your rights in respect of goods that are faulty, damaged or not as described are untouched by anything on this page.