Track Your Order
Confirm carrier status with your order number and checkout email.
After-Sales
Order Issue / Damage Claim
Report shipping damage, wrong items, missing pieces or packaging issues. Prepare photos first, then submit through the support form — this page does not display your order details publicly.
Start a Damage Report Track Your Order Returns & Refunds Shipping Damage Guidance
Self-service
Before You Report
Check tracking or your account first when you only need status. Use Returns if you changed your mind. Escalate here when you have damage, wrong-item or missing-piece evidence to share.
My Account
Signed-in customers can review order history in My Account.
Returns & Refunds
If you changed your mind, use the returns path — not a damage report.
Scope
What This Covers
Use this page for fulfilment problems after delivery — not for browsing or general product questions.
- Damaged in transit Visible damage after delivery that appears linked to shipping or packing.
- Wrong item A different artwork, size or finish than the one on your order.
- Missing piece Part of a multi-piece shipment or accessory appears missing.
- Packaging damaged Outer packaging arrived damaged and you need guidance before unpacking further.
- Other fulfilment issues Other delivery problems that are not a change-of-mind return.
Boundaries
What This Does Not Cover
Damage and wrong-item reports are not the same as change-of-mind returns.
- Change of mind Deciding you no longer want the artwork — use Returns & Refunds instead.
- Size or style preference The piece arrived as ordered but does not fit the room or taste as hoped — start with the Returns policy, not a damage report.
- Unauthorized returns Shipping artwork back without return authorization is not covered here.
Evidence
Prepare Photos
Clear photos help the studio review your case. One file can be uploaded with the form (JPG, PNG, WebP, GIF or PDF, max 8MB). Send another message if you need to add more photos.
- Outer carton or tube (all sides with visible damage)
- Shipping label / tracking barcode area
- Full artwork view (unrolled or upright as received)
- Close-ups of damaged areas, edges or frame
- Wrong-item cases: photo of what arrived vs what you expected (title / SKU if shown)
- Inner packing materials if they show the issue
Process
How Reporting Works
Prepare evidence, then submit. The studio confirms next steps after review — this page does not promise a refund, remake or timeline.
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01
Confirm the issue type
Note whether the artwork was damaged in transit, wrong, missing a piece, or arrived with damaged packaging.
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02
Keep the packaging
Retain the outer packaging until the issue is reviewed.
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03
Photograph the outer package
Show labels and any damage to the carton or tube.
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04
Photograph the artwork
Capture clear photos of the painting, edges or frame where the issue appears.
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05
Note what you received
Describe damage, wrong size, wrong finish or incorrect artwork, and include tracking if you have it.
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06
Submit the report form
Use the form on this page with your order number, order email and photos. The studio reviews the details before confirming any next step.
FAQ
Order Issue Questions
Is this the same as a return?
No. This page is for damaged, wrong, missing or packaging issues after delivery. Change-of-mind returns follow the Returns & Refunds policy instead.
Will submitting this form show my order details on the website?
No. We collect your order number and order email so the studio can match your request in the back office. This page does not display order amounts, addresses or status.
How many photos can I upload?
One file per submission (JPG, PNG, WebP, GIF or PDF, max 8MB). You can send another message with additional photos if needed.
Where can I check shipping first?
Use Track Your Order and the Shipping & Delivery damage guidance before opening a report when you only need tracking status.
What happens after I submit?
You receive a reference confirmation. The studio reviews your details and photos, then confirms the next step. Outcomes are not promised on this page — see also Returns damaged-order notes.
Review
After You Submit
We review order identifiers and photos privately. Next steps are confirmed after that review — not promised in advance on this page.
Needs Business Confirmation: claim submission windows, remake / refund / shipping-cost outcomes, response SLAs, and whether carrier claims must be opened by the customer.