At The Art Supply Shop, we are dedicated to supporting your creative journey with the finest quality materials. We understand that sometimes a product may not meet your artistic needs. Our Returns & Exchanges policy is designed to be as flexible and supportive as your creative process, ensuring a hassle-free experience if you are not completely satisfied with your purchase.

Returns & Exchanges Timeframe

We gladly accept returns and exchanges for most items within 15 days of you receiving your order.

Condition of Items

To be eligible for a return or exchange, items must be:

  • In their original, unused, and unopened condition.
  • In the original packaging, which must be undamaged.
  • Accompanied by the original packing slip or order confirmation.
Please Note: For the safety and integrity of our products, we cannot accept returns or exchanges on the following items:
  • Adhesives & Glues (Due to potential tampering and sealing issues)
  • Acrylic painting mediums and additives & Acrylic varnishes (Once sealed, product integrity cannot be guaranteed)
  • Airbrush & Spray Paints (Considered hazardous materials for return shipping)
  • Artists’ pigments and binders (Highly specific, custom-mixed, or potential contamination risk)
  • Any product where the safety seal is broken or the original packaging is damaged.

How to Initiate a Return or Exchange

To start the process, please follow these steps:

  1. Contact Us: Within 15 days of receipt, email our customer care team at [email protected]. Please use the subject line “Return/Exchange Request” and include your order number.
  2. Provide Details: In your email, let us know the reason for the return or exchange and whether you would like a refund, store credit, or to exchange for a different item. You may use the template below for clarity.
  3. Wait for Instructions: Our team will respond within 2 business days with a Returns Authorisation number and instructions on where to send the package. Please do not send anything back without this number.
  4. Ship the Item: Carefully package the item(s) and ship them to the address we provide. We recommend using a tracked shipping service for your peace of mind. Please note that original shipping costs are non-refundable, and you are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item shipped).

Return & Exchange Request Template

To make the process easier, you can copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear The Art Supply Shop Team, I would like to request a [return/exchange] for my recent order, number #[Your Order Number], placed on [Order Date]. The item I wish to return/exchange is: [Product Name and Product Code if available] Reason for return/exchange: [Please provide a brief reason] I would prefer: [ ] A full refund to my original payment method. [ ] Store credit. [ ] An exchange for [Product Name and Product Code of desired item]. My full name and shipping address for the order are: [Your Name] [Your Shipping Address] I look forward to your instructions on how to proceed. Best regards, [Your Name] [Your Email Address] [Your Phone Number (Optional)]

Refund Processing

Once we receive and inspect your returned item, we will send you an email to notify you of its status.

  • Approved Refunds: If your return is approved, your refund will be processed to the original payment method. For credit/debit card payments (Visa, MasterCard, JCB), please allow 5-10 business days for the refund to appear on your statement after processing. For PayPal payments, the refund is typically processed within 24-48 hours.
  • Exchanges: For exchanges, we will process the shipment of your new item as soon as the return is approved. Standard or free shipping will apply based on the value of the new order.

Questions?

Your creativity is our priority. If you have any questions about our returns process, please don’t hesitate to reach out to our friendly team at [email protected]. We’re here to help you get back to what you love most—creating.

Thank you for trusting The Art Supply Shop with your artistic journey.