Returns & Refund Policy

We have a 30-day return policy on all original paintings and original artworks which have been bought as seen, which means you have 30 days after receiving your item to request a return. I hope you are delighted with your purchase but in the unlikely event that you wish to return your item, we will accept returns for a refund or exchange. The item must be returned in the same condition as it was received, undamaged, in its original packaging.

 

COMMISSIONS

Please note that we do not accept returns of original pieces, bespoke or one of a kind items that you have personally commissioned.

 

FINE ART PRINTS

All fine art prints are made to order, with love and care. For this reason we are unable to accept returns, exchanges or change of mind as we do not hold stock. 

Our artwork is printed and framed by professional printers and framers. Please do not send your purchase back to our fine art printer or framer. It cannot be guarantee that your purchase will be able to be received safely and this may result in a loss of your purchase.

 

HANDBAGS & ACCESSORIES

All our handbags are made to order by us, with love and care. I hope you are delighted with your purchase but in the unlikely event that you wish to return your item, we will accept returns for a refund or exchange within 14 days. The item must be returned in the same condition as it was received, with tags attached, undamaged, unworn and in its original packaging.

Unfortunately we are unable to refund postage, local taxes or duty paid. We recommend that you use tracked postage when returning items to us. Please contact us with 14 days if you wish to return and item at hello@heidisturgess.com

 

DISCOUNTED & SALE ITEMS

No returns on sale / discounted items. 

 

RETURNING ITEMS

To start a return, you can contact us at hello@heidisturgess.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@heidisturgess.com

 

DAMAGES & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  If your item arrives damaged please contact us within 24hrs so that we can arrange a replacement.  If issues are reported after 24hrs replacements may not be possible. 

We package all our products very well and in such a way that we try to avoid damage in transit. In the unusual event that your item might arrive damaged, please contact us immediately to discuss the next steps on hello@heidisturgess.com

 

EXCEPTIONS & NON-RETURNABLE ITEMS
As detailed above, certain types of items cannot be returned, e.g. custom made products (such as special orders, bespoke size/frame options or personalised items and commissions).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

EXCHANGES
Please contact us as soon as possible and once the return is accepted, we advise making a separate purchase for the new item.

 

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.