Refund policy

A note from the artist

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, cancellations, 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 accept returns and exchanges under the conditions below.

To request a return or exchange for original artwork:

Please contact me within 30 days of receiving your order at the.lady.in.art@gmail.com.

- You will need to provide proof of purchase.

- The artwork must be returned in its original, resalable condition and with appropriate protective packaging.

- You may return the artwork for a refund of the artwork price, subject to the conditions in this policy and your statutory consumer rights.

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).

- 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

We want you to love your artwork. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your item.

To be eligible for a return, your print must be in the same condition that you received it, unused, and in its original packaging. You will also need your receipt or proof of purchase.

All prints are made to order. However, we accept return requests within our 30-day return policy, subject to the conditions outlined in this policy.

Please contact us before returning any item. Returns sent without prior approval will not be accepted.

4. Damages and Issues

Please inspect your order upon reception and contact us immediately if the artwork is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please include photographs of the artwork and its packaging where relevant. Do not return a damaged or incorrect item before receiving instructions from us.

If your item arrives damaged please contact us within 24hrs so that we can arrange a replacement.  If issues are reported after 24hrs replacements may not be possible.  

5. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like custom products (such as special orders, bespoke size/frame options or personalised items).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

If you have any questions about whether your item is eligible for return, please contact us before sending it back.

6. Cancellations and Exchanges

Cancellations

You can request to cancel your order before it is being fulfilled.

We only accept cancellations on the first 5 hours after receiving an order.

After that, it will be sent to production and we will not be able to cancel the production anymore.

Exchanges

If you would like to exchange an original artwork or art print for another piece, please contact me first at the.lady.in.art@gmail.com.

I will explain the available options and guide you through the process. Exchanges are subject to the availability of the requested artwork and the return conditions outlined above.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. Refunds

For all approved returns, refunds cover the price of the returned artwork or print. Original delivery charges are non-refundable.

Once the returned item has been received and inspected, I will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method.

Please allow time for your bank or payment provider to process the refund. If more than 15 business days have passed since confirmation of approval, please contact me at the.lady.in.art@gmail.com.

 

This policy does not affect any statutory consumer rights that apply to your purchase.