Store Shipping, Refund & Returns Policy
Shipping Information
When Will My Order Arrive?
Digital downloads are available immediately!
But for items that need to be shipped (such as prints), unless otherwise stated, it takes around 3–7 days for our partners 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
If you order a custom commissioned painting, timelines may vary, but you will be notified of delivery estimates by the artist once completed.
Where will my order ship from?
For original, physically painted artworks, they are shipped from Perth, Western Australia.
For our printed products, we work with on-demand order fulfillment companies 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 neighbors 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 neighbor’s, get in touch with us at hello@keziaalbores.com.au 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.
How are your products made?
Kezia creates every original artwork with professional quality paint and canvases – and love.
For printed products we work with a print-on-demand drop shipping company. 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 hello@keziaalbores.com.au
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 hello@keziaalbores.com.au 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!
Refund & Returns Policy
What’s your return policy?
Unfortunately we don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at hello@keziaalbores.com.au
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 hello@keziaalbores.com.au with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item?
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 hello@keziaalbores.com.au 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!
Claims for Misprinted, Damaged, or Defective Items
If you receive a misprinted, damaged, or defective item, please submit a claim via hello@keziaalbores.com.au within 30 days of receiving the product. For packages lost in transit, claims must be submitted within 30 days of the estimated delivery date. If the issue is due to our error, we will cover the costs.
Return Address and Notifications or Insufficient Address
The default return address is our facility. When we receive a returned shipment, we will send you an automated email notification. Unclaimed returns will be donated to charity after 30 days. If you do not use our facility as the return address, you will be responsible for any returned shipments you receive.
If an address provided is considered insufficient by the courier, the shipment will be returned to our facility. You will be responsible for reshipment costs once we confirm an updated address with you.
Special Notification for Brazilian Customers
Customers in Brazil may return items within 7 days of receiving them if they regret the purchase. They must contact our Customer Service and provide a picture of the item. The return will be evaluated to ensure the product was not used or damaged. Refunds are not possible if the item has been used or destroyed.
EU Consumer Rights Notification
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons, therefore Printful reserves rights to refuse returns at its sole discretion.
Digital products
Please note that we do not offer refunds or returns on digital products once they have been purchased and downloaded. If you encounter any issues with your digital purchase, please contact us at hello@keziaalbores.com.au, and we will do our best to assist you.