Refund policy

Changed your mind after receiving your order?

I want you to find artwork you truly love! I offer a 14-day return policy, meaning you have 14 days from the date of delivery to request a return.

If you change your mind within 14 days of receiving your piece, you can choose either:

  • A full refund via store credit, or
  • A refund to your original payment method, minus a 20% processing fee.

Return Eligibility

To be eligible for a return, your item must:

  • Be in the same condition as when you received it
  • Be unused and in its original packaging
  • Include the receipt or proof of purchase

To start a return, email me at hello@nataliashevchenko.com or use the Contact form on my website.

Returns should be sent to:
Natalia's Art Studio
510 S Mathilda Ave, #7
Sunnyvale, CA 94086

If your return is accepted, I’ll send you a return shipping label. Please note: Returns sent without prior approval will not be accepted.

For any questions, feel free to reach out at hello@nataliashevchenko.com.

Damages & Issues

Please inspect your order upon arrival and contact me immediately if your item is defective, damaged, or incorrect so I can resolve the issue. If your item arrives damaged, I may require photos of the damage for insurance purposes to assist in resolving the matter. 

In the case of a lost, stolen, or undelivered item, I address these on a case-by-case basis. Often this can be due to several possible factors, and we may need to involve the delivery carrier to help resolve the issue.

Exceptions / Non-Returnable Items

Some items cannot be returned, including:

  • Custom products (special orders or personalized pieces)
  • Gift cards
  • Class tickets

Additionally, I do not accept returns on sale items or gift cards. If you have any concerns about a specific item, please reach out before purchasing.

Exchanges

If you’d like a different item, the fastest way is to return your original purchase first. Once your return is approved, you can place a new order separately. 

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, no questions asked. The item must be:

  • In the same condition as received
  • Unused
  • In its original packaging
  • Accompanied by the receipt or proof of purchase

Refunds

Once I receive and inspect your return, I’ll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days.

Please note: Banks and credit card companies may take additional time to process and post your refund. If more than 15 business days have passed since your return was approved, please contact me at hello@nataliashevchenko.com.

Final Sale Items

The following items are final sale and cannot be returned:

  • Special commissions
  • Limited and open edition prints
  • Frames
  • Any artwork that has been stretched, cropped, or altered after purchase

No refunds will be issued after the 14-day return window.

Important Notes on Returns, Refunds & Shipping Issues

  • Shipping costs are non-refundable. If you receive a refund to your original payment method, the cost of return shipping will be deducted.
  • If an artwork is damaged during return shipping due to improper packaging, a partial refund may be issued at my discretion. 
  • Returns must be initiated and shipped within the 14-day return period. Late returns will not be accepted.

 

Thank you for purchasing my art! I hope you'll enjoy it for many years to come!