Returns and Refunds
Every piece is printed and framed to order, so there is no shelf to put a return back on. What there is instead: if it arrives damaged, faulty or simply not what you ordered, we make it again or give you your money back.
Something arrived wrong
Tell us within 30 days of delivery. Email hello@encoregalerie.com with your order reference and a photo of the problem. A photo taken on a phone is fine, and it is genuinely all we need.
We will remake and resend the piece at no cost, or refund you in full, whichever you prefer. You do not have to post anything back. Returning a framed print costs more than making a new one and risks damaging it further on the way.
This covers a piece that arrives cracked, dented, marked, misprinted, or in the wrong size or frame.
You changed your mind
We do not accept returns for change of mind. Each piece is printed and framed for one order and cannot be resold, which is the trade that keeps the whole collection on sale in a range of sizes rather than a handful of pieces in stock.
So use the size guidance on the product page before you order, and if you are between two sizes or unsure how a piece will sit on a particular wall, email hello@encoregalerie.com first. We would much rather answer that question than take an order you regret.
Colour is not a fault
Screens are backlit and paper is not, so a print will never match your monitor exactly and that difference is not something we can remake away. Where the difference goes beyond normal print variation, that is a fault and it is covered above.
Exchanges
Not offered. If a piece arrives wrong we remake the one you ordered; we do not swap it for a different work, size or frame.
Refunds
Refunds go back to the card or account you paid with. We cannot send one anywhere else. Once issued it usually shows within five to ten business days, depending on your bank rather than on us.
Original delivery was free, so there is nothing withheld from a refund.
Where this applies
All 6 countries we ship to, on the same terms. Nothing here depends on where you are.
Your statutory rights
Nothing on this page reduces the rights you have by law where you live, including UK, EU and Australian consumer law. Where those give you more than this policy does, they apply.
Getting hold of us
hello@encoregalerie.com. Quote your order reference and we will answer within two business days.