Refund policy

We hope that you are happy with your purchase, however, if for some reason you are not, please make contact within 5 days of receiving your item to organise a refund or exchange. 

If in the rare event that your item arrives damaged, please email info@fantailedillustrations.com with information and photos of the damaged item/s. In most cases we can replace the item for you, if we cannot offer a replacement then a refund may be given.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@fantailedillustrations.com. Please note that returns will need to be sent to an address in Canterbury (to be advised when a return request is filed). Customers are responsible for return shipping costs and original shipping costs can not be refunded. 

You can always contact us for any return question at info@fantailedillustrations.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
All custom orders and sale items are final sale with no exceptions. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@fantailedillustrations.com.

Wholesale

Exchanges are not accepted. Refund applications can only be made for damages caused in transit. Please contact us within one (1) week of recieving your goods and supply us with photographic evidence of the damage. Replacements will be offered first. Where a replacement is unsuitable you will be automatically refunded on your original payment method within 10 business days.