Frequently Asked Questions
HOW DO I CONTACT YOU GUYS?
Send an email to info@elleryart.com for any questions. We answer Monday–Friday within 24 hours.
ARE FRAMES INCLUDED WHEN I BUY THE PRINTS?
- Fine Art prints and frames are sold separately.
- Canvas prints always come as a stretched canvas mounted on a deep wooden frame.
HOW ARE THE ARTWORKS SHIPPED?
Fine Art
If you only select “Fine Art” (no frame), each print is carefully rolled and shipped in a thick, protective cardboard tube to prevent damage.
If you add a frame to the same order, the print will be delivered professionally framed and ready to hang straight out of the box.
Canvas
Canvas prints are professionally mounted on a wooden frame and are ready to hang right out of the box. They’re shipped in a sturdy cardboard box for extra protection.
HOW LONG DOES THE SHIPPING TAKE?
- Sweden: 1–4 business days
- EU: 2–5 business days
No delivery to P.O. Boxes.
HOW CAN I TRACK MY ORDER?
You’ll receive an email with a tracking link as soon as your order leaves our warehouse. If you can’t find it, check your Junk folder to make sure it didn’t land there by accident. For more details, feel free to read our shipping information on the site.
CAN I CANCEL MY ORDER?
If you wish to cancel your order before it leaves our warehouse, please contact us immediately at info@elleryart.com. We’ll do our best, but we can’t guarantee cancellation if your order has already been processed and shipped.
HOW DO I RETURN MY ORDER?
Register your return by emailing info@elleryart.com. After registration, we’ll send you instructions and the return address. You are responsible for postage and shipping costs. Please ensure your return is well-protected.
WHAT IS YOUR RETURN POLICY?
Under Swedish law, you have 14 days from the purchase date to change your mind. We will refund the amount within 14 days after your cancellation, provided the product is returned to us within 14 days. The product must be in the same condition as when you received it.
Eligibility for Returns
- Your item must be unused and in the same condition in which you received it.
- It must be in its original packaging.
- We do not currently provide return shipping labels. All returns must be shipped to our facility in Sweden.
All return-related costs are your responsibility. Contact us at info@elleryart.com to get the address for shipping back your artwork.
Before sending anything back, please contact our support team. Let us know which items you’d like to return and, if possible, why. This helps us open a return request on your behalf.
We do not offer return shipping labels at this time. All returns need to made to our facility in Sweden.
Important: Do not ship returns without first contacting us. If you mail your package to the sender’s address without letting us know, we can’t guarantee your refund.
Once your return is received and inspected, we’ll email you to confirm receipt and let you know if your refund is approved or rejected. If approved, the refund will be processed to your original payment method within several days. We do not accept returns for a change of design.
Partial or No Refund Situations
- Items with clear signs of use
- Any item not in its original condition, damaged, or missing parts due to causes not attributable to us
- Any item returned more than 14 days after delivery
- All our fine art prints are sealed. Due to the risk of scratches, fingerprints, and other damage, returns cannot be accepted if the seal is broken
If you are shipping back an item over €60, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
For returned items, an administrative fee of €9 will be charged
Note: We do not accept returns on custom orders or sale items.
I DIDN’T RECEIVE AN ORDER CONFIRMATION.
If you placed an order but haven’t received confirmation, your email address may have been entered incorrectly. Please email us at info@elleryart.com so we can check if we have an order under your name. We’ll correct the email address and resend the confirmation if the order exists. In some cases, the order may not have gone through at all, so contact us before placing a new order to avoid duplicates.
CAN I ORDER ANY ARTWORK WITH MY OWN DIMENSIONS OR DESIGNS?
Yes, you can! Just send us an email at info@elleryart.com with your specifications. Please note payment is required upfront and may differ from site prices. Custom-made pieces are non-returnable. Let us know your preferred dimensions, and we’ll take care of the rest.
WHAT IF THE ORDER IS LOST IN THE MAIL?
If your package is lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. We’ll cover shipping costs for a replacement if your parcel is confirmed lost. We may ask you to verify the shipping address and check with your local post office to locate the package.
If tracking shows the order as delivered but you haven’t received it, we cannot accept responsibility or reship at our cost. In that case, any replacement would be at your own expense.
LOCAL TAXES
Local charges (sales tax, customs duty) may apply, depending on your region and local customs regulations, and are at the customer’s own expense. This generally applies only outside the EU.
According to Article 16(c) of Directive 2011/83/EU for EU consumers, the right of withdrawal may not apply to goods made to the consumer’s specifications or clearly personalized. We therefore reserve the right to refuse returns at our sole discretion for such items.