Shipping & Returns
We sell a range of products, each with different shipping and return details. See each product type below for more information.
Original Paintings
Original Paintings larger than A3 size are sent via Pack and Send Couriers with insurance and tracking and can take up to 15 days to ship.
Original Paintings A3 size and smaller are sent via Australia Post with insurance and tracking.
Note. A3 size is 42 cm x 29.7 cm (16.5 inches x 11.7 inches).
Archival prints - usually 3-4 days
Merchandise - usually 7 days
Shipping costs include postage world wide from Australia, however, we don’t (and can’t) allow for any local customs, duties or taxes that you may be charged. Any local charges will be your responsibility.
Archival Prints
When purchasing prints, please select your preferred shipping option at checkout, usually within 3-4 days. The options are:
For Australia - “Australia Standard”
World-wide - “International Standard”, and “International Express”.
We endeavour to ship promptly, however we have no control over the postal system (in Australia or other countries) and therefore we cannot specify exact arrival dates as this varies from country to country and even parcel to parcel. Standard mail to European countries can take as long as 6 weeks to arrive at its destination and, mail to Canada and the USA can take 4 weeks or more to arrive. Please be aware of these times when ordering.
Archival prints are posted via Australia Post without tracking, however, if your order does not arrive because of some mishap within the postal systems please contact us in a timely fashion so that we can monitor and correct the problem.
The print will be protected from moisture within an acid free plastic sleeve and posted in a rigid cardboard mailer with extra recycled cardboard added to minimise bending. If for some reason your order does arrive damaged, please contact us immediately so that we can send a replacement.
Returns & Exchanges of Original Art and Prints
Your satisfaction is most important. If you are not satisfied with your purchase of original art or prints, for any reason, contact us to discuss. We’ll ask that you return the item undamaged and a full refund of the purchase price (less shipping or postage cost) will be processed within 10 days of the receipt of the item.
Please note that colours on prints and originals may vary slightly due to various reasons including the calibration differences on different computer monitors.
Merchandise
Delivery
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
USA: 3–4 business days
Europe: 6–8 business days
Australia: 2–14 business days
Japan: 4–8 business days
International: 10–20 business days
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
Check your shipping confirmation email for any mistakes in the delivery address
Ask your local post office if they have your package
Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at info@louisedemasi.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Orders
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@louisedemasi.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@louisedemasi.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at info@louisedemasi.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@louisedemasi.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
Our supplier makes everything on demand, so requesting a size exchange would mean producing an entirely new product and therefore, at this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at info@louisedemasi.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund! Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the order, contact us as soon as possible by email info@louisedemasi.com.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).