Returns

01 Made to order

Every Wallet2Wall print is a bespoke commission: your token, your moulding, your size, fill or a paper mat. No two jobs are stock. Once the print exists, we do not accept a return of an unwanted item. There is no restocking of framed prints.

Where a print is damaged or incorrect, we may collect it so we can see what happened. Do not send a print back until we ask.

02 Cancel within 24 hours

You have 24 hours after payment to cancel. Write to hello@wallet2wall.com from the order email and include the order id. There is no cancel button on the shop. If that letter arrives inside the 24 hours, we refund the print in full.

After 24 hours the print enters production and cannot be cancelled. The frame, the size, fill or mat, the shipping service, and the address stay as ordered, except where we agree in writing, and any extra cost is yours.

03 What we replace

If the print is our error, we put it right at our expense. That includes:

• A print that arrives damaged in transit.
• A shortage or a non-delivery we can confirm.
• The wrong size, the wrong moulding, or a material defect in the frame, the glaze, or the mat.

Those are the remedies: a reprint, or a refund of what you paid for that print. Damage in transit is uncommon. When it happens we reprint or refund.

04 How to tell us

Write to us from the order email within fourteen days of delivery. Send:

• The order email and the name on the order.
• A short note of what is wrong.
• Photographs of the parcel, the packing, and the print. We need the packing as well as the piece, so we can see how it travelled.

Keep the box and the guards until we have answered. If we ask you to return a faulty print, pack it as carefully as it arrived. We cover reasonable return postage against a receipt when the fault is ours. We are not liable for damage caused by poor packing on the way back.

05 Wrong address

The address on the order is the address we ship to. If it is wrong, that cost sits with you. The courier may send the parcel back to the studio. If it comes back, we will ask for the correct address and reship; the second journey is charged. Parcels are not always returned. In that case a new print is a new order.

06 Not arrived

If a dispatched print has not arrived after the missing window in the shipping policy, counted from the day the studio handed it to the courier, write to us. We will replace it, unless the address on the order was wrong or the courier could not complete delivery there. We cannot offer a free replacement for a job that was sent to an address you gave in error.

07 What we do not refund

A change of mind after the print has entered production. A token you no longer hold. A crop you approved on the wall. Fill may trim the edges when the art is not the same shape as the frame; that is the product you bought. Slight colour or grain from the way the file looks on a screen is ordinary in print, not a defect. Sunlight, humidity, or fading after delivery is not a studio fault. A courier who could not complete delivery because of the address is not a print fault. We do not exchange a print for a different piece, frame, or size. Hang a new print if you want another.

08 Refunds

When a refund is due, card charges return to the card. XRP returns to the address that paid, unless you give us another r-address you control before we send it. If that address cannot receive XRP, we will ask you for one that can. A reprint is sent the same way as the original: framed, packed, and ready to hang.