Refund policy

Cancellations

  • Standard orders: Production will begin immediately. You must contact us within 30 minutes to cancel or make amendments to your order. If work has begun, the order cannot be cancelled. No exceptions.

  • Custom & personalised items (including “Print & Frame” and bespoke mounts): Production will begin immediately. If work has begun, the order cannot be cancelled. No exceptions.

  • How to cancel: Email support@eastsidestudiolondon.co.uk with your order number (E.g. #1213847) and “Cancellation” in the subject line.

Final-sale items (no cancellations or returns):

  • Limited Editions - sales are final.

  • Mystery Print Bundles - sales are final.

  • Custom & personalised items (including bespoke printing, custom picture frames, standalone picture frames and mounts - Sales are final.

Returns

We offer a 14-day return window for eligible items. You must request a return within 14 days of receiving your order.

Eligibility

To be eligible, items must be:

  • Unused, in the same condition you received them.

  • Returned with a receipt or proof of purchase and order number clearly visible somewhere inside the parcel.

Not eligible for return:

  • Custom & personalised items (including custom frames, Print & Frame orders, bespoke mounts) unless faulty or damaged on arrival.

  • Limited Editions (final sale).

  • Mystery Print Bundles (final sale).

  • Gift cards.

How to start a return

Email support@eastsidestudiolondon.co.uk with your order number and reason for return. If approved, we’ll send return instructions (including the return address and any required authorisation). Items sent back without prior approval will be refused. You will need to return the item to our UK studio.

Return shipping

Unless the item is faulty/damaged on arrival or we sent the wrong item, return postage is your responsibility. We recommend a tracked, insured service and retaining proof of postage.

Damages & Issues

Please inspect your order on delivery and contact us within 3 days if an item is defective, damaged, or incorrect so we can put it right.

When reporting an issue, include:

  • Order number;

  • Photos of the packaging (inside and outside), the item, and any damage;

  • A brief description of the problem.

If damage is confirmed, we will repair, replace, or refund as appropriate. Please retain all packaging until your claim is resolved.

Exchanges

The quickest way to get what you want is to return the item (if eligible). Once your return is accepted, place a new order for the replacement item.

European Union: 14-Day Cooling-Off

If your order is shipped into the EU, you have the right to cancel or return eligible items within 14 days of delivery without giving a reason. Items must be returned in their original condition and packaging with proof of purchase.

Exemptions: The 14-day cooling-off right does not apply to custom or personalised items (e.g., custom frames, Print & Frame orders, bespoke mounts) and Limited Editions/Mystery Bundles where indicated.

Refunds

Once we receive and inspect your return, we’ll email you to confirm approval or rejection. If approved, we’ll issue a refund to your original payment method within 14 business days. Your bank or card provider may take additional time to post the refund.

  • If it has been more than 15 business days since approval and you have not received your refund, please contact support@eastsidestudiolondon.co.uk.

  • Original delivery charges are refundable only where required by law or where the item was faulty/incorrect.

  • We may make a deduction for any loss in value if the item has been handled beyond what is necessary to establish its nature, characteristics and functioning.

Notes for custom & personalised items

  • Custom frames, Print & Frame orders and bespoke mounts are made to your specification and are non-returnable or refundable unless faulty or damaged on arrival.

  • Proceeding after a low-DPI/quality warning may result in visible softness; this is not considered a defect.

Questions?
We’re here to help at support@eastsidestudiolondon.co.uk.