Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it - unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return or for any return questions, you can contact me at lucy@lucyeleyart.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return address:
Lucy Eley Art
Swan House
14 Greens Lane
Wroughton
Swindon
SN4 0RJ

Damages and Issues

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

International Orders and Customs Fees

We understand that international shipping can involve unexpected costs. If your order is refused or returned to us due to unpaid import duties, customs fees, or taxes, we will process a refund for the product cost once we receive the returned items in their original condition. However, all shipping costs (both original outbound and return shipping), handling fees, and any customs or brokerage charges are non-refundable and will be deducted from your refund.

Import duties and taxes paid to customs authorities cannot be refunded by us, as these payments go directly to your local government. You may be able to recover these charges by contacting your local customs office directly.

If you choose to return an international order after accepting delivery, we will refund the product cost, but you are responsible for return shipping costs and any customs fees associated with shipping the item back to us. Original shipping charges are non-refundable.

We recommend contacting us before refusing a shipment due to customs fees so we can work together to find the best solution.

Exceptions / Non‑Returnable Items

Certain types of items cannot be returned, such as personalised paintings. I always send photos for your approval on any individual artwork to ensure you are happy with it prior to posting.

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

If you have any questions about a specific item, please get in touch.

Exchanges

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

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If you're returning an item because you've changed your mind, your refund will cover the item cost only, excluding shipping and return postage.

However, if the product is faulty or damaged, you'll receive a full refund including the item cost, original shipping, and return postage.

If more than 15 business days have passed since we approved your return, please contact us at lucy@lucyeleyart.com.