Refund policy
OUR RETURN POLICY
Every order, commission, and sale is handled with care and as much clarity and transparency as possible. We are committed to ensuring the 100% satisfaction of our art collectors! Please read below to see how we can help you.
Can I return the artwork I purchased? Once you’ve received an original artwork, we'll give you seven (7) days to decide whether or not you’d like to keep that artwork or return it for a refund. Open Edition prints are eligible for return 30 days after the date you received your order.
The return guarantee is NOT applicable to the following final sale items:
- Framed/Matted Open Edition Prints
- Limited Edition Works
- Special Collection Works
If you wish to return a reproduction print, a restocking fee amounting to 20% of the print cost will be applied. We are more than happy to exchange a print for you, though the restocking fee for the original print will still be applied, as we print to order and try our best to not have prints sitting in stock.
How long do I have to return or exchange a print? We accept print returns and exchanges within 7 days of receipt. If you do not reach out within 7 days, we will be unable to make a return, so please be prompt! Please note the above restocking fee. Please note that this timeline is flexible during the winter holiday season. Please be aware an exchange may not arrive in time for Christmas if the new print is unable to be printed until after December 13th, as we fulfill exchange requests only after receiving the returned print.
I had an issue. When will my replacement artwork ship / When will I receive my refund? We will ship your replacement artwork and / or issue a refund only after receiving your return + communication via email.
What packaging do I use to send the print back? We ask that you return your print in the original packaging. If your print came in a tube, it must be returned with both end caps. If you opened the package and threw one end cap away, tape is not a replacement! We are only able to provide you a functioning shipping label if the weight and dimensions are accurate and the same as when we initially shipped the package. If you do not have the original packaging, please go to to the post office and purchase a stiff mailer or a sturdy tube, as well as postage. We will not provide you a refund for artwork that is damaged in transit back to the studio due to poor packaging. We are unable to restock and sell damaged prints, so please make sure you package your print with care!
My artwork arrived damaged OR was not delivered OR was lost OR was stolen from my doorstep. Is this something you can help with? We are not liable for any mishandling or failed delivery by the shipping service, and we are not liable for any damage incurred post-delivery. We work hard to package each order with care in sturdy flat mailers and tubes so that it arrives undamaged, and we suggest you handle your new artwork with care when framing. Please be kind when reaching out and remember that we do not run the post office, and we have no control over the treatment of your package in transit!
That being said, this is how we typically handle situations that fall outside of our control:
Damaged Print: We are happy to reprint and ship your order at no extra cost to you if your print is damaged in transit. We ask that you return the print to our studio, either in the original packaging or in sturdy packaging purchased at your local post office. We are unable to replace for free any prints damaged after delivery, so please place your print in a place away from possible water or heat damage, and handle the artwork with care when framing.
Not Delivered / Lost / Stolen: If your package is marked “Delivered” and yet is nowhere to be found on your doorstep, please first check your confirmation email to ensure that you input the correct shipping address. We are unable to replace any print order for free if the shipping address is incorrect. This does happen occasionally, and it is not uncommon to have the package returned here to the studio. If that is the case, we are more than happy to forward it to your correct address, though we ask that you pay for the postage. If the address is correct and you believe your package to have been lost or stolen, you must contact the shipping service personally. Unfortunately, there isn’t anything we can do on our end, so we are unable to address any failed delivery or theft issues directly. We are unable to reprint any order for free that has been not delivered, lost, or stolen.
I ordered a print, but I’m unsatisfied with the colors now that it is in my space. What do I do? Please take the time to read descriptions carefully and check the colors on multiple screens if you are concerned about color variations. We try our best to represent the colors and tones in the artwork honestly and clearly. We are happy to exchange your print for another that will work better in your space! Please see above for our exchange policy.
Please email info@tomaas.com if you have any questions about your order, and we will work with you to sort out any issues!