Store Returns, Changes, Damages, & Refunds.

Returns:  Our products are of the highest quality craftsmanship, exclusively custom made per order, we do not keep inventory. This means that all our products are NON-RETURNABLE. All sales will be final.

Refunds or store credit: We do not offer refunds or store credit on any products. No Exceptions. We cannot accept returns on gift cards.

Order changes or cancellations: As a general rule we do not accept order cancellations, all sales are final, however, we may be able to change your order within 12-24 hours of purchase in certain circumstances. If you need to make a change to your order you MUST CONTACT US IMMEDIATELY. We will do our best to work with you but we can not guarantee and order will be able to be changed. Our products are produced by our trusted fine art print and custom framing professionals - Musea Lab. We are unable to control their production process or timeline, so it may be possible that an order placed can not be changed. We will do our best to accommodate your request, usually changes can be made within 12-24 hours of your order, but since these are custom made products if production has begun your order can not be cancelled or changed. Again, we can not guarantee and order will be able to be cancelled or changed.

Damages and Defects: If an item arrives with damage from shipping or is defective we will replace the item if it meets our eligibility requirements. Please CAREFULLY open and inspect your order upon receipt. Be sure not to tear, damage, or discard your original packaging when opening, and save all included materials. Hold and view the product at arm’s length to assess the condition. Contact us within 7 days of receiving your order if the item is defective or damaged so that we can evaluate the issue and make it right. Requests after 7 days will not be accepted.

Return Eligibility: Damages or defections must be photo documented clearly so we can assess the damage and determine if the item is eligible to be replaced. Please retain and include documentation of all original packaging materials as well as the product itself.

To be eligible for replacement, your item must be in the same condition that you received it, unused, with all tags and materials, and in its original packaging. You will also need the receipt or proof of purchase. All damage or defect returns must be approved.

Materials: We use natural solid woods and cotton papers, so some imperfections or inconsistencies may be normal and inherent to the materials of our products. When we receive your query with full description and photo documentation we will determine if it is a normal part of the product, or damaged and eligible for replacement. 

Return Queries: To start a damage query, you can contact us at brooke@eranoire.com.

If damage is determined and a replacement is approved we will send you a replacement product. Regular shipping turn around times apply. No refunds or credit will be issued, we only provide a replacement products.

Prints and matted prints do not need to be returned to us.

For Framed Prints we will send you a return shipping label for you to send us your damaged product. Please repack with the original shipping materials and box. We do not provide boxes or materials for return shipping, and we are not responsible for the cost of acquiring new materials for return shipping. Items sent back to us without first requesting a replacement will not be accepted.

For Framed Prints we will require the original product to be returned to us before we begin production on your replacement.

You can always contact us for any return question at brooke@eranoire.com.