Refund & Cancellation Policy

How cancellations, damaged deliveries, and refunds work on made-to-order handmade pieces.

Last updated: 18 August 2026

1. Everything is made to order

Artelle pieces are handmade for each customer after the order is confirmed. Materials are bought and work begins specifically for you, so this policy differs from a mass-produced store.

2. Cancelling an order

  • Before production starts — cancel on WhatsApp and we refund any advance in full.
  • After production starts — the piece can no longer be cancelled, because the materials and labour are already committed to your order.
  • Personalised pieces — names, dates, portraits, custom sizes and colours cannot be cancelled once you have approved the details and work has begun.

If you are unsure, ask us on WhatsApp whether production has started before you decide.

3. If your parcel arrives damaged or wrong

We pack carefully, but transit damage happens. If your piece arrives broken, damaged, or is not what was confirmed, tell us within 48 hours of delivery and we will replace it or refund it in full.

Please send, over WhatsApp:

  • A video of the parcel being opened, ideally started before the packaging is cut.
  • Photos of the damage and of the outer packaging and shipping label.
  • Your order details and the delivery date.

The unboxing video is what lets us claim against the courier, so please film it before unwrapping.

4. What this policy does not cover

  • Slight differences in colour, texture, grain, size, or finish that are normal in handmade work.
  • Colour appearing different on your screen from the piece in hand.
  • Damage caused after delivery through use, cleaning, heat, moisture, or an accident.
  • A change of mind on a personalised or custom piece.
  • Delays caused by the courier, weather, or events outside our control — see our Shipping & Delivery Policy.

5. How we refund

Approved refunds go back through the same method you paid by. Once approved, expect the money within 5 to 7 working days, subject to your bank or payment provider.

Where a refund follows a cancellation before production, any payment-gateway or transfer charge already incurred may be deducted. We tell you the exact figure before processing.

6. Replacements

For damaged or incorrect pieces you may choose a replacement instead of a refund. Because each piece is handmade, a replacement takes the normal production time, which we confirm when you choose it. We pay return and re-delivery shipping in these cases.

7. Raising a request

Message us on WhatsApp with your order details, or email [email protected]. We acknowledge within 2 working days and resolve as quickly as we can.

Contact us

Questions about this page? Message us on WhatsApp or write to [email protected]. We reply within 2 working days.