Refund policy
1. Overview
Every drawing is made to order for you. This policy explains what happens if you change your mind after ordering. It doesn’t affect your legal rights if your order arrives faulty, damaged, or not as described (see section 4).
2. Cancelling because you’ve changed your mind
You can cancel by emailing admin@littlesignsstudio.co.uk with your order number. The refund depends on how far the work has progressed when we receive your request:
| Stage when we receive your request | Refund |
|---|---|
| Before drawing has started (no sketching or artwork begun) | 100% |
| Drawing in progress (work begun but not finished) | 50% |
| Drawing completed (finished artwork ready or already delivered) | 25% |
The amount we keep reflects the time, materials, and artistic work already put into your order, and the fact that a personalised piece can’t easily be resold. I’ll issue your refund to your original payment method within 2 working days of confirming the refund with you. This is the time I take to issue it, rather than when it will appear in your account. Your bank or payment provider may need additional processing time, which varies by provider and payment method. For payments processed through Shopify Payments, it may take up to 10 business days for the funds to reach you.
How we decide the stage: We’ll tell you which stage your order is at when you contact us. Sketching, line work, colouring, or any artwork made for your order counts as “started.” “Completed” means we’ve finished the piece and notified you.
3. Progress photos
We send progress photos at intervals during the drawing process so you can see how your drawing is developing. We also send a photo of the finished artwork before mounting. If something isn’t right, such as a likeness, colour, or detail that differs from your brief, please reply within 2 days of each photo so we can fix it. Raising concerns early helps us get it right and may avoid the need for a cancellation. Approving a progress photo doesn’t remove your rights under section 4.
4. Faulty, damaged, or not-as-described orders
Separately from the above, if your drawing arrives damaged, is of unsatisfactory quality, or doesn’t match what we agreed in your order or our product description, you’re entitled to a remedy (repair, replacement, or a refund, as the law provides). No deduction under section 2 applies to these claims. Please get in touch as soon as you can, ideally within 48 hours of delivery. If you can’t get in touch within 48 hours, please contact me anyway. I’ll look at every case fairly. Please email admin@littlesignsstudio.co.uk with your order number. If the artwork is damaged, please provide photos of the damage. For a faulty or misdescribed item, we cover reasonable return costs where applicable.
5. Shipping
Original shipping is refunded in full if you cancel before dispatch. Once dispatched, customers pay return postage if they choose to return the finished product because they have changed their mind.
6. Contact
Little Signs Studio · admin@littlesignsstudio.co.uk
Address: 43 Arthur's Way, Haddington, East Lothian, Scotland, EH41 3DF