Shipping, Returns & Refunds

Last updated: 26 September 2026

In short

• Original artworks can be returned within 14 days of delivery for a full refund of the price. You pay the return shipping, and there is no restocking fee.
• Prints are made to order just for you, so they cannot be returned if you change your mind (buyers in the EU and the UK keep their legal right to cancel). If a print arrives damaged, defective or wrong, we reprint it or refund you in full.
• Shipping is included in the price. Refunds go back to your original payment method.
• Questions: heilpernjorge@gmail.com. You can ask us for a written copy of this policy at any time.

Shipping

We ship to the United States, Canada, the United Kingdom, Italy, France, Germany, Spain, the Netherlands, Argentina and the United Arab Emirates. Shipping is included in the price: there is no separate shipping charge at checkout.

• Original artworks are packed by Jorge in New York and shipped within 7 business days of your order, tracked and insured. You receive the tracking number by email.
• Prints are printed to order by our fine art printing partner, in the lab closest to you where possible, and shipped within 5 business days of your order. Typical delivery after shipping: 4 to 6 business days in the US, 2 to 3 in the UK, 5 to 7 in the EU, and about 10 to 15 business days to Canada, Argentina and the United Arab Emirates. These are estimates, not guarantees.

If we cannot ship your order on time, we will email you before the promised date with a new date and the option to cancel for a full refund. If the new date is more than 30 days later, or we cannot give one, we will cancel and refund your order unless you tell us you are happy to wait.

Please check your address before paying. If a parcel is lost or returned because the address entered at checkout was wrong or incomplete, we can send it again at the buyer’s cost, and we will tell you the exact cost first.

Returning an original artwork

• Write to us within 14 days of delivery with your order number or the email used at checkout. We will reply with the return address, and you then have 14 days to send the work back.
• The work must come back in the condition you received it (not framed, taken out of its frame, stretched, cut, varnished or hung with adhesives), in its original packaging and with its certificate of authenticity.
• You arrange and pay for the return shipping, which must be tracked and insured for the full price paid.
• We refund the full price you paid within 5 business days of receiving the work back in the condition it was sent. Nothing is deducted and there is no restocking fee.
• Import duties you paid to your own country are not refunded by us; your customs authority may refund them when the work is sent back.

Prints: made to order

Every print is produced for your order and goes into production right after payment. For this reason prints cannot be returned or exchanged if you change your mind or order a different size, and print orders cannot be changed or cancelled once placed. This does not affect your right to cancel if we cannot ship on time, or the legal right to cancel of buyers in the EU and the UK (see below). Damaged, defective or wrong prints are always covered, as explained below.

Small differences in color or tone between your screen and the printed work are normal in fine art printing and are not a defect.

Damaged, defective, wrong or lost orders

If your order arrives damaged, defective, misprinted, or is not what you ordered, write to us within 7 days of delivery with your order number and photos of the damage (close up and in full), the box, the packing inside and the shipping label. Please keep all the packaging until the claim is settled. If you notice a problem later, write to us anyway and we will do what we can.

• Prints: you choose a free reprint or a full refund. You usually do not need to send the print back; if we ask for it, we pay the postage.
• Original artworks: you receive a full refund, with the return arranged and paid by us.
• Lost prints: if your print has not arrived 30 days after your order, or its tracking has stopped moving, write to us and we will reprint it or refund you in full.
• Lost originals: we open a trace with the carrier, and you receive a full refund if the parcel is confirmed lost or has not arrived 30 days after shipping.
• If a parcel is marked as delivered but you cannot find it, check with your neighbors and building, then write to us within 7 days and we will open a claim with the carrier.

Cancellations

You can cancel an order for an original artwork at any time before it ships, for a full refund. Print orders cannot be cancelled once placed, because production starts right after payment, except when we cannot ship on time (see Shipping) or you are a buyer in the EU or the UK (see below).

Buyers in the EU and the UK

If you live in the European Union or the United Kingdom, you have the legal right to cancel your purchase within 14 days of delivery without giving a reason. This applies to originals and to prints. Tell us by email within 14 days of delivery, then send the item back within 14 days of telling us; you pay the return postage. We refund you within 14 days of your notice, and we may wait until the item is back with us or you show proof that you sent it.

How refunds work

• Refunds are made in US dollars to the payment method used for the order. We never give store credit instead of a refund.
• We issue refunds within 5 business days of approving them; for a cancellation before shipping, within 5 business days of your request. Your bank usually shows the refund 5 to 10 business days later.
• There are no restocking or processing fees. The only cost you may pay is the return postage when you send back an original because you changed your mind, or when you cancel as an EU or UK buyer.
• No receipt is needed: we can find your order from the email address used at checkout.
• These rules apply to every item, including works bought at a reduced price or with a promo code.

International orders

Prices are in US dollars. Orders delivered outside the United States may be charged import duties, taxes and carrier fees by the destination country. These are not included in our prices and are paid by the recipient on delivery. Prints are made locally where possible, so most US, UK and EU print orders arrive without customs charges; they are more likely for Canada, Argentina and the United Arab Emirates, and for originals shipped from New York to other countries. If you plan to refuse a parcel because of duties, please write to us first.

Nothing in this policy limits the rights you have under the consumer laws of your country.

Contact

For any question about an order, a return or a refund, write to heilpernjorge@gmail.com with your order number. We usually reply within 2 business days. You are entitled to a written copy of this policy: just ask by email and we will send it.