FAQs

Why do you require custom up-front payment?

To ensure that our customers are happy with the order placement, we require custom order payment of 50% up front before the order is begun. This is a way to make sure that no customs are canceled after they have been created.

When and how should I reach out about a custom order?

As soon as possible! To ensure that we have plenty of time to chat about options, size, and colors- contact us as soon as you have an idea for your piece. Keep in mind that it will usually take between 2-4 weeks from the finalization of your piece, until it is shipped out to you.

How long does it take for my order to be ready?

For orders placed via checkout on our website; all products should be shipped within 3-5 business days.

For customs orders placed via our ‘Customs’ tab, Instagram, or messaging: orders can take anywhere from 2-4 weeks to be ready. To get an exact estimate, feel free to message us on any platform, or email us at artbycarolinekelly@gmail.com.

Returns

We understand that sometimes returns are necessary, which is why we offer returns within 14 days of delivery in the form of store credit. Please note that returns are only available for full-priced, non-custom pieces.

If 14 days have passed since your purchase, unfortunately, we cannot offer you a store credit or exchange.

For custom commissions, a 50% non-refundable deposit is required before work begins. If you choose to cancel your order after the deposit has been paid, the deposit will not be refunded. The remaining 50% of the payment must be completed before the piece is picked up or shipped. Please note that custom pieces are not eligible for return as they are created specifically for you.

Thank you for understanding!