Last updated: 20 June 2025
This policy explains your refund rights and what to do if there’s an issue. If you have questions, please contact us at support@julia-karl.com.
Order Cancellation
Customers may cancel their online purchase within 24 hours of placing the order by contacting us at order@julia-karl.com. Cancellations must be submitted in writing and received within this 24-hour window. After this period, the order may have entered production and can no longer be altered or cancelled. This cancellation policy applies to both giclée prints and original artwork. We reserve the right to refuse cancellation requests submitted outside the permitted timeframe.
Giclée Prints
At julia‑karl.com, we aim to deliver high-quality art prints using a global on‑demand printing partner. Production will start after the 24-hour cancellation period and takes usually between 2-10 days. Please note that the production time increases around the holiday season. We recommend ordering at least 4 weeks before big holidays such as Christmas or Valentine’s Day. Please open and check your prints immediately upon receiving them.
Delivery
We aim to deliver your Products as soon as possible after your order is printed. If we cannot deliver the Products within 30 days of your order, we will notify you and you will be entitled to cancel your order and a refund will be made to you. Please verify your country’s import regulations for any additional fees, as those will be your responsibility.
Missing Items
All deliveries must be signed for (please ensure that the Products delivered match the driver’s paperwork and that the Products are undamaged) and you should keep your delivery note and packaging. You are required to notify us at order@julia-karl.com within 14 days if any Products are missing or damaged on delivery.
Faulty or Damaged Prints
If your order is faulty or damaged, you must notify us at order@julia-karl.com within 14 days from the date of dispatch confirmation. Please include photographs showing the defect or damage. Once notified, we may request the return of the product for inspection (shipping covered by us, where applicable).
Faults include:
- Production defects (e.g. poor print quality, smudging, creases)
- Transit damage (e.g. torn edges)
- Incorrect product received
If the issue is validated, we will offer a replacement or full refund for the affected item, including postage costs.
The following exceptions are not eligible for refunds or replacements.
- Minor variations in colour or print quality are not faults (read more in Terms of Service Policy under 6 Products and Services)
- Damage after delivery
Returns
We accept print returns and exchanges within 30 days of receipt. If you do not reach out within 30 days, we cannot make a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. We do not cover the shipping for returns.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
Original Paintings
We understand that purchasing an original can be a big decision and we’re here to help you in any way you need. Please contact us at info@julia-karl.com before purchase to make sure you are happy with your painting before placing the order.
Once the order is placed you have 24 hours to cancel your order. We do not cover the cost of shipping for returns. If for any reason you are unhappy with your purchase we will do everything we can to resolve the issue.
Delivery
We aim to dispatch your artwork within 3-5 working days after placing your order. In case we cannot dispatch within this time period we will notify you. You will be entitled to cancel your order and a refund will be made to you. Please verify your country’s import regulations for any additional fees, as those will be your responsibility.
Damage
If your painting is damaged in any way you must contact us at order@julia-karl.com immediately with photos of the packaging and damage. Please include photographs showing the defect or damage. Once notified, we may request the return of the product for inspection (shipping covered by us, where applicable).
Returns
We accept returns within 30 days of receipt. If you do not reach out within 30 days, we cannot make a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. We do not cover the shipping for returns.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
Portrait Commissions
Artworks that have been commissioned are non-returnable, though I will do my absolute best to make sure you love your commissioned artwork by collaborating with you very closely and making any changes you request before delivery. Read more about the process here.
Delivery
We aim to dispatch your artwork within 3-5 working days after placing your order. In case we cannot dispatch within this time period we will notify you. You will be entitled to cancel your order and a refund will be made to you. Please verify your country’s import regulations for any additional fees, as those will be your responsibility.
Damage
If your painting is damaged in any way you must contact us at order@julia-karl.com immediately with photos of the packaging and damage. Please include photographs showing the defect or damage. Once notified, we may request the return of the product for inspection (shipping covered by us, where applicable).
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
We may update this policy occasionally—any changes will be posted here with an updated “Last updated”. Continued use after changes means you accept them.