Shipping, Delivery & Returns
Thank you for shopping with Ashley Henry Artist. I take great pride in our products, and I want you to be completely satisfied with your purchase. Please review the following important information regarding refunds and damaged goods:
Shipping and Delivery Policy
Online shop orders are print-on-demand, which means each piece must be put into production after your order is placed. As a result, please allow 7-10 days for delivery from the date of purchase. Commissioned pieces normally take 3-5 weeks to complete from the commission start date. Once your artwork is ready, it will be carefully packaged and shipped to your provided address. You'll receive tracking information as soon as your order is on its way.
Return Policy
Online shop orders may be canceled and refunded before the order is placed into production. Once an order has entered production, payment cannot be canceled or refunded. Exchanges can be made for items of equal value. Customer has 7 days from approval of an exchange to make a selection before the exchange becomes void. For commissioned art, all payments cannot be canceled or returned. Artwork is sold as is. Ashley cannot accept returns or refunds due to a later change of mind or preference.
Damaged Goods
If your artwork arrives damaged, please contact me within 7 days of receiving your order HERE to start a claim. Customers must provide 2 clear photographs of the damaged artwork, a photo of the packaging and a photo of the shipping label so the damage can be properly documented. If the artwork is found to have been damaged prior to shipment due to a packing issue on Ashley's part, Ashley will work with you to determine an appropriate resolution, which may include a replacement, or refund. Once sufficient documentation has been received, Ashley will review and respond within 7 business days.
Ashley Henry Artist is not responsible for damage that occurs while an order is in the possession of a third-party mail carrier. Customers may be asked to contact the shipping carrier directly to report and file a claim for damage that occurred during transit. Ashley will provide reasonable assistance with the claim when possible.
Claims may be denied if adequate photographic evidence is not provided or if the damage appears to have occurred after a successful delivery. Malicious or intentional damage is not eligible for a claim and may result in future orders being denied.
Lost or Stolen Packages
Ashley Henry Artist is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Ashley will confirm the address provided and date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Undeliverable Packages
If an online shop order is returned to Ashley Henry Artist because the shipping address provided by the customer is incorrect, incomplete, or undeliverable, the customer will be responsible for any additional shipping costs required to resend the order. The original purchase is not eligible for a refund or cancellation due to an incorrect or undeliverable shipping address.
The customer will have 14 days from the date Ashley Henry Artist contacts them to provide a corrected shipping address. If the customer does not respond within 14 days, Ashley Henry Artist reserves the right to retain the order, and the original purchase will remain non-refundable.
For commissions- if a shipping address error provided by client is discovered by the Artist, the client will have 30 days from the date that the Artist contacts the client to provide or confirm the correct shipping information. If the client does not respond within 30 days, Ashley Henry Artist reserves the right to retain the completed artwork and offer it for sale as part of the Artist’s collection.
How to Start a Claim
To report damaged items, please start your claim by using the Contact Us Form with your order number and a description of the issue. Ashley will follow up to request photographic proof for your claim.