Cancelling an order
You can cancel within 6 hours of placing an order. After 6 hours the order cannot be cancelled, because work may already be under way. Email us as soon as you decide, with your name and what you ordered.
Revisions come first
If you are not happy with the result, please give us the chance to put it right through our revision process before asking for a refund. Tell us what needs to change, such as a size, a colour or a detail, and we revise within the scope of your quote.
Digital work
This covers embroidery digitizing, vector and DTF files, logo design, websites and e-book design.
If revisions do not solve the problem, you can ask for a refund within 7 days of delivery. We refund what you paid for that piece of work.
Physical orders
This covers patches, caps, business cards and leather jackets.
If your order arrives damaged, faulty or different from the mockup you approved, email us within 7 days of delivery with clear photos. We will remake the item or refund it, whichever suits you better.
Because these items are made to order, we cannot take returns for a change of mind after the mockup has been approved and production has started.
What we cannot refund
- Orders cancelled after the 6 hour window.
- Changes of mind after you approved the mockup.
- Problems that come from artwork, text or sizes you supplied or approved.
- Customs duties, import taxes and delivery delays caused by couriers or customs.
How to ask
Email info@theartisanwork.com with your name, what you ordered and, for physical orders, photos of the problem. We reply with next steps, usually a revision, a remake or a refund.
How refunds are paid
Approved refunds go back to the payment method you used. How long they take to appear depends on your bank or payment provider.