Returns & Cancellations

Every print is made, checked and packed by hand. If something isn't right when it arrives — or you simply change your mind — I'd rather hear from you than have it sit in a drawer. Email: art@eugeniatranca.com Please include your order number so I can find you quickly.

Changed your mind

You have 14 days from the day after your order arrives to let me know you'd like to cancel. No reason needed. Once you've told me, you then have a further 14 days to send the print back. To cancel, email art@eugeniatranca.com with your order number and a line saying you'd like to cancel. A phone call or a message through the contact form is fine too — anything in writing is best, simply so we both have a record.

Sending it back

Please return the print unused and in the condition it arrived, including the original tube or packaging where possible. Please include the Certificate of Authenticity. It is part of the edition, and a print without its certificate is worth considerably less — if it isn't returned, I may deduct the resulting loss in value from your refund. Return postage is your responsibility unless the print arrived damaged or faulty. Please use a tracked service and keep your proof of postage — given the value of the prints, I strongly recommend insurance too. Your proof of postage is what your refund timing runs from, so hold onto it. I'll confirm the full return address by email when you cancel. Eugenia Tranca Art, Poole, Dorset

Your refund

I'll refund you within 14 days of the print arriving back with me, or within 14 days of you providing proof that you've sent it — whichever is sooner. Your refund includes the standard delivery charge you originally paid. If you chose a faster or upgraded delivery service, I'll refund the standard rate. Refunds go back to your original payment method. If a returned print arrives damaged or shows signs of handling beyond what was needed to look at it, I may reduce the refund to reflect the loss in value. In practice this is rare — a print unrolled, looked at and rolled carefully back into its tube is entirely fine.

If it arrives damaged or isn't right

This shouldn't happen, but couriers occasionally have other ideas. Please email me as soon as you can — ideally within 48 hours of delivery — with a photo of the print and a photo of the packaging it arrived in. The packaging photo matters: it's what supports my claim with the courier, and the sooner I have it, the smoother everything goes. I'll replace the print or refund you in full, whichever you prefer. You won't pay anything, including return postage, and in most cases I won't need the damaged print sent back at all. Your legal rights under the Consumer Rights Act 2015 are unaffected by anything on this page.

Commissions and bespoke work

Original commissions painted to your specification fall outside the 14-day cancellation right, as they're made uniquely for you and can't be offered to anyone else. This is agreed in writing before any commission begins, and doesn't apply to any of the limited edition prints in the shop.

Original paintings

Original paintings carry the same 14-day cancellation right as prints. Because of their value, please contact me before returning an original so we can arrange suitable insured carriage together. Return carriage for originals is at your cost unless the painting arrived damaged or faulty — insured carriage for an original can be significant, so it's worth checking the price before you decide.

A note on buying art unseen

Colour varies between screens, and no photograph fully carries the texture of a painted surface. I photograph every piece under controlled daylight and edit only to match the original as closely as I can — never to flatter it. If a print arrives and doesn't feel like the thing you imagined, that's exactly what the 14 days are for. I'd genuinely rather it came back than hung on a wall you weren't sure about.

International orders

I ship worldwide. A few things work differently once a parcel leaves the UK.

Import duties and taxes

Prints are sent from the United Kingdom. Depending on where you are, your country may charge import VAT, duty or a customs handling fee when the parcel arrives. These charges are set and collected by your own government, not by me. They aren't included in the price you pay at checkout, and I'm not able to refund them. Your courier will usually contact you to collect payment before delivery. If you'd like an estimate before ordering, email me and I'll tell you the declared value and customs code so you can check your own country's thresholds.

Your right to cancel

The 14-day cancellation right applies wherever in the world you are. Nothing below reduces it.

Returning from outside the UK

Return postage is at your cost. For international returns this can be significant, so it's worth checking the price before you commit. Please use a tracked and insured service, and keep your proof of postage.
Mark the customs declaration clearly as "RETURNED GOODS — UK ORIGIN" and include a copy of your original order confirmation inside the parcel. That last point matters more than it sounds. If a return isn't declared as returned goods, UK customs may charge import VAT and duty on it as though it were a fresh commercial import. Declared correctly, it comes back free of charge. If charges are raised because the parcel was declared incorrectly, I'll still accept the return, but I'll deduct those charges from your refund — so it's well worth getting the declaration right.

Reclaiming what you paid at your border

If you return a print, you can usually reclaim the import VAT and duty you paid by applying to your own customs authority. I'm happy to supply copies of the invoice, shipping documents and proof of return to support that claim — just ask.

If it arrives damaged

Same as UK orders: photograph the print and the packaging as soon as you can, ideally within 48 hours, and I'll replace it or refund you in full, at no cost to you. Please don't send an internationally damaged print back unless I ask you to — usually the photographs are enough. Eugenia Tranca Art, Poole, Dorset, United Kingdom. Questions before you buy? Email art@eugeniatranca.com — happy to help.