Refund policy
A note from the artist
Behind The Lady In Behind The Lady In there is an artist — one person. I personally create the artworks, oversee their production, and prepare or approve every shipment with care. This policy exists to protect both you as a collector and the integrity of the artworks — with clarity, fairness, and trust on both sides.
If something feels unclear at any point, you are always welcome to contact me at the.lady.in.art@gmail.com
before or after placing your order.
A warm note before we begin
Every piece in The Lady In is created and prepared with intention and care — from the first lines of the artwork to the moment it leaves the studio or the fine art print partner on its way to your home.
My aim is for you to feel confident and secure when collecting a piece, while also protecting the work itself and avoiding unnecessary waste. This policy is here to give you transparency about how returns, exchanges, and rare issues are handled.
1. Original Artwork – returns and exchanges
I trust that the artwork you’ve chosen will feel like it belongs with you.
However, if for any reason you receive your original artwork and feel it is not quite right for you or for your space, I do accept returns and exchanges under the conditions below.
To request a return or exchange for original artwork:
- Please contact me within 7 days of receiving your order at the.lady.in.art@gmail.com
- and
- Ensure that the artwork is received back within 14 days of delivery.
You may return the artwork for a full refund of the artwork price.
Please note that customs duties or import taxes paid in your country cannot be refunded by me.
To be eligible for return, the artwork must be:
- In its original, resalable condition, with no marks, scratches, dents, or signs of hanging.
- Returned in its original packaging, or equivalent professional packaging that fully protects the piece in transit.
Please do not send any artwork back before contacting me and receiving return instructions. Items sent back without prior approval cannot be accepted.
2. Conditions of return for original artworks
- Buyers are responsible for return postage costs.
- All returns must be sent using tracked and insured shipping, to the return address provided by email (normally my studio in Portugal).
- If the artwork is not returned in its original condition, the buyer is responsible for any loss in value.
- Returns are usually processed within 7 days of the artwork being safely received and inspected.
Refunds for original artworks
Once I receive and inspect the returned artwork, I will contact you to confirm whether the refund is approved.
If approved, the refund will be issued to your original payment method.
Please allow time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since you received confirmation of approval, please contact me at the.lady.in.art@gmail.com
3. Fine Art Prints – made to order
All fine art prints available in The Lady In — including canvas prints and paper prints — are made to order, specifically for you.
Because each print is produced especially upon order, returns or exchanges are not possible once production has begun. For this reason, I kindly invite you to take a moment to carefully review the artwork details before completing your purchase — including size, materials, framing options, and how the piece may live in your space.
If you have any doubts at all about choosing the right option, you are always welcome to write to me before placing your order. I’m happy to help you decide with clarity and confidence.
This made-to-order approach helps reduce waste and ensures that each print is produced with care, intention, and respect for the artwork.
That said, if something is not right due to a production or delivery issue, I will always make it right.
4. Damages and issues (all products)
Every effort is made to ensure your order arrives in perfect condition. Damage during transit is extremely rare, but if it does happen, I will take responsibility for resolving the situation.
Please:
- Inspect your order promptly upon delivery.
- If you notice any damage or if you receive the wrong item, take clear photos of both the item and the packaging so that I can evaluate the issue and make it right
- Contact me at the.lady.in.art@gmail.com within 24 hours of delivery.
This allows me to arrange a replacement or appropriate solution.
Issues reported later may be difficult or impossible to resolve, so early contact is essential.
Please do not send any artwork back before contacting me and receiving return instructions. Items sent back without prior approval cannot be accepted.
5. Non-returnable items
The following items are non-returnable, except in cases of damage or defect:
- All made-to-order fine art prints (canvas and paper prints).
- Any custom, personalised or bespoke pieces.
- Gift cards.
- Sale or discounted items, unless damaged in transit.
If you are unsure whether a specific item may be returnable, please contact me before purchasing.
6. Shipping Address – Please Double Check Before Ordering
Please take a moment to carefully check that your shipping address is correct before completing your order.
Each artwork is prepared and sent with great care, and I’m unable to take responsibility for orders lost or delayed due to incorrect address details.
7. A human on the other side
Behind The Lady In there is one human being — me, Joana — personally reading your emails and overseeing every order from start to finish.
I kindly ask that you review your order details carefully before completing your purchase, but I also know that we are all human. If you have questions, doubts, or concerns about sizes, materials, shipping, or anything else, you can always write to me at:
Clear communication creates trust — and I’m here to take care of both you and the artwork.
* Nothing in this policy affects your statutory rights as a consumer *