Returns
Returns and Refunds
Every ARTIEXHOUSE piece is cast, finished and numbered by hand after you place your order. Because each item is made individually for you, we are not able to accept returns or exchanges for change of mind, incorrect selection or unwanted gifts.
Any piece that arrives damaged, defective or incorrect is replaced or refunded in full. No exceptions and no restocking fee.
If Your Order Arrives Damaged
- Email support@artiexhouse.com within 48 hours of delivery.
- Include your order number.
- Attach clear photographs of the damaged piece and of the outer packaging it arrived in.
- Keep all packaging until the claim is closed. Carriers often ask to see it.
We review every claim within two business days. Once approved you choose either a free replacement or a full refund to your original payment method.
Refunds are issued within five business days of approval. Depending on your bank, the money usually appears on your statement within a further five to ten business days.
In most damage cases we do not ask you to send the item back.
Incorrect Item Received
If you received the wrong piece, send us a photograph and we will ship the correct item at no cost to you. There is nothing for you to pay and nothing to return unless we ask.
What Is Not a Defect
These pieces are finished by hand rather than by machine. The following are characteristics of that process and are not faults:
Tone variation. Small differences in the bone finish between one piece and another.
Surface texture. Minor differences created by hand sanding and sealing.
Photography. Slight differences from the product images, caused by studio lighting or your screen calibration.
Layer lines. Faint lines visible only under close inspection at certain angles.
If you are unsure whether what you are seeing is damage or normal variation, send a photograph and we will tell you honestly.
Cancellations
An order can be cancelled for a full refund within 12 hours of purchase, before production begins. After that the piece is already being made for you and cannot be cancelled.
Parcels That Do Not Arrive
If tracking has shown no movement for 21 days, write to us with your order number. We open an investigation with the carrier and resolve it with you. See the Shipping page for delivery times and tracking details.
If anything on this page is unclear, ask before you order. Write to support@artiexhouse.com or use the contact page. We would rather answer a question than disappoint a collector.