Every order, commission, and sale is handled with care and as much clarity and transparency as possible. My goal is for you to be completely thrilled with your purchase! Please read below to see how we can help you.

Can I return the artwork I purchased?

Original Art: All sales are final. 

Art Prints: We do not offer refunds however you can return an Art Print for an exchange only. Our policy is valid for a period of 7 calendar days from the date of the delivery. If the period of 7 days has lapsed since the delivery, we can't, unfortunately, offer you an exchange. 

Exchange requirements:

• Product must be in original packaging.
• Product must not be damaged. You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject an exchange.
• Proof of purchase: To complete your exchange, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not do an exchange.
• Sale and clearance items: Only regular priced items may be exchanged, unfortunately sale or clearance items cannot be exchanged.
• Shipping items: In order to exchange an order, you must contact us first. Returns can be mailed to: Ellen van Ham Studio, Rietkreek 2, 3823 JS Amersfoort, The Netherlands. You will be responsible for paying for the shipping costs with regard to the items that you wish to exchange. We will not refund the shipping costs.
• All exchanges will be subject to a 20% restocking fee, as we print to order and try our best to not have prints sitting in stock.

In order to ensure the above criteria have been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue an exchange. If you would like to contact us concerning any matter relating to this Refund Policy, you may do so here.

I had an issue. When will my replacement artwork ship?

We will ship your replacement artwork and / or issue a refund only after receiving your return + communication via email.

My artwork arrived damaged OR was not delivered OR was lost OR was stolen from my doorstep. Is this something you can help with?

We are not liable for any mishandling or failed delivery by the shipping service (USPS or UPS, domestically or internationally), and we are not liable for any damage incurred post-delivery. We work hard to package each order with care in sturdy flat mailers and tubes so that it arrives undamaged, and we suggest you handle your new artwork with care when framing and stretching. Please be kind when reaching out and remember that we do not run the post office or UPS, and we have no control over the treatment of your package in transit! It’s just as much of a bummer for us to see damaged prints as it is for you to receive them.

That being said, this is how we typically handle situations that fall outside of our control:

• Damaged Print: We are happy to reprint and ship your order at no extra cost to you if your print is damaged in transit. We ask for you to send us a proof of the damage (packaging and print). We are unable to replace for free any prints damaged after delivery, so please place your print in a place away from possible water or heat damage, and handle the artwork with care when framing and stretching.
• Not Delivered / Lost / Stolen: If your package is marked “Delivered” and yet is nowhere to be found on your doorstep, please first check your confirmation email to ensure that you input the correct shipping address. We are unable to replace any print order for free if the shipping address is incorrect. This does happen occasionally, and it is not uncommon to have the package returned here to the studio. If that is the case, we are more than happy to forward it to your correct address, though we ask that you pay for the postage. If the address is correct and you believe your package to have been lost, stolen, or if you missed the delivery, you must contact the shipping service personally. Unfortunately, there isn’t anything we can do on our end, so we are unable to address any failed delivery or theft issues directly. If a package is unable to be delivered, and is returned to our studio, we are happy to reship, but ask that you pay the for the additional postage. We are unable to reprint any order for free that has been not delivered, lost, or stolen.

I ordered a print, but I’m unsatisfied with the colors now that it is in my space. What do I do?

Please take the time to read descriptions carefully and check the colors on multiple screens if you are concerned about color variations. I try my best to represent the colors and tones in my work honestly and clearly. We are happy to exchange your print for another that will work better in your space! Please see above for our exchange policy.

I purchased a print, but now it’s on sale. Can I have the discount applied retroactively?

Absolutely! We are happy to issue you a retroactive discount if the purchase was made within a week of the beginning of the sale.

Please email support@ellenvanham.com if you have any questions about your order, and we will work with you to sort out any issues!