Return & Refund Policy
Thank you for your purchase at artistlottekarlsen.com
I take pride in offering exclusive, high-quality products. Please read the policy below for details on returns, refunds, and shipping.
Clothing & Accessories (Art Wear)
Each item in my collections is crafted with meticulous attention to detail to your specific order. Due to the exclusive nature of these products:
Standard Returns: I do not offer refunds or exchanges for size issues, change of mind, or dissatisfaction with the product's appearance.
Goodwill Returns: While we don't typically accept returns for sizing issues, we may consider exceptions on a case-by-case basis at our sole discretion. If approved, such returns are subject to a 15% restocking fee, and the customer is responsible for return shipping costs.
Faulty or Damaged Items: If your item arrives damaged or defective, please contact us within 7 days of receipt with clear photos showing the damage. We'll resolve the issue with a replacement or refund.
Wrong Items Received: If you receive an incorrect item, please contact us within 7 days with photos and your order details.
Lost in Transit: Claims for lost packages must be submitted within 28 days from the estimated delivery date. Please include your tracking information when filing a claim.
Note: Shipping fees for returns are not refundable. You are responsible for return shipping costs, and we strongly recommend using a trackable shipping service.
Artworks (Pre-Made)
For pre-made artworks available for purchase:
EU Customers: In accordance with EU regulations, you are entitled to a 14-day cooling-off period. Within 14 days of receiving your artwork, you have the right to return it for a full refund of the purchase price.
Non-EU Customers: Returns are accepted within 14 days of receipt, subject to our approval.
Eligibility for Return: To be eligible for a return, the artwork must be in its original condition and packaging, with no signs of handling, display, or damage. We may request photos to verify condition before approving a return.
Return Process: Please contact us before returning any artwork to receive return authorization and instructions.
Return Shipping: The customer is responsible for the return shipping costs. Please use a trackable shipping service as we cannot be responsible for lost returns.
Refund Timeline: Refunds will be processed within 14 days of receiving the returned artwork in acceptable condition.
Commissioned Artworks
Commissioned or custom-made artworks are created specifically to your specifications and are therefore exempt from the standard return policy:
No Cooling-Off Period: In accordance with consumer protection laws, commissioned artworks are exempt from the standard 14-day cooling-off period and cannot be returned unless they are defective or significantly not as described.
Approval Process: For commissioned pieces, I will provide design proofs for your approval before final production. Once you've approved a design, I cannot accept returns based on creative or aesthetic preferences.
Faulty or Misrepresented Commissioned Artworks: If there is a substantial deviation from the approved design or a defect in the artwork, please contact me within 7 days of receipt with detailed photos. We will work with you to find an appropriate resolution.
Refund Processing
Approved refunds will be issued to the original payment method used for the purchase.
Refund processing time may vary depending on your payment provider but typically takes 5-10 business days to appear in your account.
Shipping Policy
Free Worldwide Shipping
I currently offer free worldwide shipping, which is included in the price. Please note that while shipping is covered, the customer will be responsible for any import duties or taxes that may apply in their country.
Processing & Shipping Times
Processing Time: All orders are processed within 7 business days from the date of purchase.
Shipping Time: The shipping time will depend on your location:
Europe: 3–5 business days
USA: 6–8 business days
International: 10–20 business days (varies depending on destination)
Customs & Duties
Please be aware that international orders may be subject to customs duties, taxes, and fees. These are determined by the local customs office in the destination country. You are responsible for any additional charges that may apply.
We cannot mark merchandise values below the actual purchase price or mark items as "gifts" on customs forms, as this constitutes customs fraud.
Tracking Your Order
Once your order has been processed and shipped, you will receive a tracking number via email. You can track the status of your order through the provided link.
Address Verification
Please ensure your shipping address is correct at checkout. We are not responsible for packages shipped to addresses provided by the customer incorrectly.
Lost or Missing Orders
If your order has not arrived within the expected timeframe:
Check your shipping confirmation email for any mistakes in the delivery address
Ask your local post office if they have your package
Check with your neighbors in case the courier left the package with them
If after checking these options your package is still missing, please contact us with your order number. If the shipping address was correct and the package is still missing, we will assist you in resolving the issue.
If you provided an incorrect shipping address, we may be able to send a replacement order, but shipping will be at your cost.
Dispute Resolution
If you have concerns about your order that cannot be resolved through our standard policies, please contact us directly at [Your Support Email]. We aim to resolve all issues amicably and fairly.
For unresolved disputes, EU customers have the right to access the Online Dispute Resolution platform provided by the European Commission at http://ec.europa.eu/consumers/odr/
Contact Us
If you have any questions about our Return & Shipping Policy, please contact me at:
Email: hello@lottekarlsen.com
Last Updated: 11/04/2025