Everything you need to know about getting your order, and what happens if something is not right. If your question is not answered here, email or WhatsApp us -- we are real people and we answer every message personally.
Delivery
Made to order
We do not mass-produce. Each print is made when you order it, on gallery-grade archival canvas. This is not a poster shop -- it is a gallery that ships.
How long it takes
Paper prints: 3 to 12 business days.
Framed prints: 7 to 18 days.
Framing is done by hand after the print is made, which is why it takes a little longer.
Worldwide shipping
We ship everywhere. Shipping is calculated at checkout based on your location and order. Tracking is provided as soon as your order is dispatched.
Packaging and care
How it ships
Every print ships in rigid protective packaging. Framed prints are corner-protected. Unframed prints are rolled in archival tissue inside a hard tube.
Looking after it
Keep out of direct sunlight where possible. Dust with a dry soft cloth. Do not use cleaning sprays or damp cloths on the canvas surface.
If your order arrives damaged
Please inspect your order as soon as it arrives. If anything is defective, damaged, or simply the wrong item, contact us immediately and we will make it right.
All damage must be reported within 24 hours of receipt.
Email your photos to hi@spirithousegallery.com and we will resolve it as quickly as we can.
Photos we need
- The damage itself
- The entire print
- The package label -- text and barcode must be legible
- Inside the packaging -- bubble wrap, corner protectors, and the buffer inside the box
- The outside of the package, close up on any damage. Note that transport damage is not always visible from the outside
Returns and refunds
You have 14 days
You have 14 days from receiving your item to request a return.
Condition
The item must be in the same condition you received it -- unworn, unused, with tags, in its original packaging. You will need your receipt or proof of purchase.
Ask us first
Email us before sending anything back and we will confirm the return and give you the address. Items sent back without requesting a return first cannot be accepted.
Return shipping
If your return is accepted, you arrange and pay for the return shipping yourself.
Getting your money back
Once the item is back with us and all is well, we refund the product in full to your original payment method, minus the original delivery charge. Your bank may take a few days to post it.
Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new one.
Some things cannot be returned: custom and commissioned work, personalised items, sale items, and gift cards. If you are unsure about your specific piece, just ask.
Payment
How you can pay
Checkout runs through Shopify, safely and securely. We accept all major credit and debit cards including Visa, Mastercard, American Express and Discover.
Commissions
Commissioned work is different -- a 50% deposit secures the piece, with the balance due on approval before it ships. More on commissions here.
Still not sure about something? Ask us. We answer every message personally, usually within 24 hours.