Frequently asked questions
What is the return policy?
Every piece is made to order through our trusted production partner, allowing us to create each artwork especially for its new home while reducing unnecessary waste. Because of this made to order process, we do not accept returns or exchanges for change of mind, incorrect size selection, or buyer's remorse.
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 30 days of delivery and include your order number along with clear photos of the item and its packaging. We'll review your request promptly and, if approved, arrange a replacement or refund at no additional cost.
Orders may be cancelled within 1 hour of purchase. After that, production begins quickly, and we may no longer be able to make changes or cancel your order.
What if my order is lost?
If your order hasn't arrived within a reasonable time after the estimated delivery window has passed, please contact us. We'll investigate the shipment with our production and shipping partners to determine what happened.
If your package is confirmed to be lost or cannot be delivered due to a shipping issue outside your control, we'll make it right by offering either a free replacement or a full refund.
Please note that delivery times are estimates and shipping delays do not necessarily mean a package is lost. We appreciate your patience while we work with the shipping carrier to resolve any issues.
What if my order ships late?
Every order is made to order, so production typically takes 1 to 3 business days before shipping. Delivery usually takes 2 to 5 business days for many destinations, though transit times may vary depending on your location.
While we work with trusted shipping partners, all delivery times are estimates only and cannot be guaranteed. We are not liable for shipping or delivery delays and are not responsible for delays caused by shipping carriers, customs processing, severe weather, or other events outside our control.
If your tracking hasn't updated for an extended period or you believe your package may be lost, please contact us. We'll do our best to help investigate the issue with the shipping carrier and assist you whenever possible.
Do you offer free shipping?
Yes. We offer free standard shipping to the United States.
If you're choosing more than one piece, you'll also receive 15% off when you purchase two or more items. It's our way of saying thank you for bringing more art into your space.
Every artwork is made to order, with production typically taking 1 to 3 business days before shipping. Delivery usually takes 2 to 5 business days for many destinations, though transit times may vary depending on your location.
Do you offer personalization?
In some cases, yes. Personalization may be possible depending on the artwork and the time required to make the requested changes.
If you have something specific in mind, we'd love to hear about it. Feel free to send us a message through our Contact Us page or email us directly at info@alcherayantrastudio.com. We'll be happy to discuss your ideas and let you know what's possible.
I subscribed, but I haven’t received an email. What should I do?
If you’ve recently subscribed but don’t see an email from us, please check your Spam, Junk, Promotions, Advertising, or All Mail folders. Some email providers automatically filter messages from new senders, which may cause our emails to be redirected from your main inbox.
If you find our email in another folder, please mark it as “Not Spam” or add our email address to your contacts or safe-sender list. This will help ensure that future emails from our shop arrive directly in your inbox.
The chat assistant couldn't answer my question. What should I do?
Our chat assistant is here to help with common questions, but it may not always have the answer you're looking for.
If you need additional assistance, the best way to reach us is through our Contact Us page or by emailing us directly at info@alcherayantrastudio.com. We'll personally review your message and do our best to get back to you as soon as possible.
We're always happy to help and look forward to hearing from you.