Returns & Refunds Policy
Last updated: 20th May 2025.
At Clair de Lune Illustrate, we are committed to providing high-quality services and personalised artwork. Please read our returns policy carefully, particularly regarding custom-made items, which are subject to specific rules under UK law.
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Custom Artwork and Personalised Items
Due to the bespoke nature of our products, we are unable to accept returns or offer refunds for:
- Customised prints or artwork
- Personalised commissions
This is in line with your rights under the Consumer Contracts Regulations 2013, which exclude personalised or made-to-order items from the standard 14-day cancellation period.
However, if your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery. We will work with you to provide a suitable resolution, which may include a replacement or refund.
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Non-Custom Items
If you purchase non-personalised artwork (e.g., non-custom prints), you have the right to cancel and return your order within 14 days of receiving it, without giving a reason.
To be eligible:
- Items must be unused and in their original condition.
- You must notify us in writing within 14 days of receiving your item, and return the item within 14 days of cancellation.
- Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
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Refunds
Once we receive and inspect your return (if applicable), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7 working days.
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Services
Design consultations and other creative services are non-refundable once the service has commenced, unless otherwise agreed in writing.
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Contact Us
For any questions or to request a return, please email: clair@clairdeluneillustrate.co.uk.
Please include your order number, details of the issue, and photos if the item is damaged.