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My goal is for you to completely love your artwork, and to keep our policies clear and transparent to avoid confusion. We also have our FAQ page for other questions. Please read below to see how we can help you, and email hello@elizarose.com.au with any further questions.
Please open your order immediately upon receiving it. We accept print returns and exchanges within 14 days of receiving your order. If you've changed your mind or the colours don't suit your space, please just send us an email to sort out a refund or exchange (buyer pays postage).
Please allow some time for our studio to create your giclée print, as each piece is print-to-order! Processing time can be up to 2 weeks and dependent on the quantity of prints we have in the works. Most orders are sent out within 1 week.
If you have urgency to your order, please email hello@elizarose.com.au as soon as possible.
Absolutely! We are happy to issue you a retroactive discount if the purchase was made within a week of the beginning of the sale.
We will ship your replacement artwork and / or issue a refund only after receiving your return.
First get in contact with us of your change of mind via email, then gently roll up the print in the tube (be careful not to create any creases, as any print not in perfect condition will not be refunded). Please use the original packaging or you can buy a tube from Australia Post.
Post it back to the return address on the label. The customer pays for postage on any returns for change of mind.
Once we receive your order back and determine it's still in perfect condition, we will post your new piece or refund you ASAP.
Any damaged, lost, or stolen artwork must be reported within 14 days of delivery. When reporting damage you must share your order number, photos of the damage, and photos of the exterior and interior view of the packaging that the artwork arrived in.
Please email us about your damaged delivery and we will replace the print on a case-by-case basis if we determine it needs to be replaced. We may ask for you to send the first order back to us. We want you to be satisfied with your new artwork, and if it has arrived damaged, please get in contact so we can fix the mistake for you.
We are not liable for any damage incurred post-delivery, so please handle your print with the utmost care once it's been delivered.
As soon as you realise, please email us at hello@elizarose.com.au. Sometimes we get an order off the very same day, so it's crucial that you inform us ASAP. We can easily change it on the back end here if we haven't posted off your order.
The buyer is responsible for providing the correct shipping information. An order will not be refunded if it is lost or delivered to the wrong address due to the buyer providing incorrect shipping information. Sometimes the order will be returned to us if nobody claims it and the buyer will be responsible for all re-shipping costs to the correct address. If the order does not return to us, we will not replace the order for free.
If you have put in the correct shipping information, and Auspost does not deliver it, we will replace the order for free. However, we will ask to wait roughly 6 weeks to see if it shows up. (Sometimes the order enters another dimension only to re-emerge after a month - maybe it's taking a holiday?) Please immediately reach out to Auspost with your missing parcel case as they may refund you money which you can use to re-purchase the print (provided it doesn't show up at some point). Please email us as it can be a case-by-case basis with these things.
We do our best to share colours accurately of the artwork, but it can differ from screen to screen. It also might not go with your rug as well as you had hoped! Please reach out within 14 days via email to issue a return or exchange.
After getting in touch with us about your return/exchange, gently roll up the print in the tube (be careful not to create any creases, as any print not in perfect condition will not be refunded). Please use the original packaging or you can buy a tube from Australia Post. Make sure the tube has a cap and is secured safely. Do not put tape over the end of a tube as it will damage the print.
Post it back to the return address on the label. The customer pays for postage on any returns for change of mind.
Once we receive your order back and determine it's still in perfect condition, we will post your new piece or refund you ASAP.
We are based in Australia. An international buyer is responsible for all duties and taxes that may be imposed on them by their country. This is an additional cost to your order for you to expect when the package reaches your country. Orders that are rejected by the buyer upon delivery will not be refunded, unless they return to us in perfect condition. If they return, we will refund the order, but not the shipping. Please be aware that international shipping times can be unpredictable and sometimes lengthy. We are unable to process refunds or resend potentially lost orders until packages have been stuck in transit for the timeframe specified by the carrier to file a claim.
The buyer is responsible for providing the correct shipping information. An order will not be refunded if it is lost or delivered to the wrong address by the carrier due to the buyer providing incorrect shipping information. Sometimes the order will be returned to us if nobody claims it and the buyer will be responsible for all re-shipping costs to the correct address. If the order does not return to us, we will not replace the order for free.
As soon as you realise you've put in the incorrect address, please email us at hello@elizarose.com.au. Sometimes we get an order off the very same day, so it's crucial that you inform us ASAP. We can easily change it on the back end here if we haven't posted off your order.
All Seconds Sale orders are final. They are imperfect prints (and other products) and it is a studio sale to clear space for us. If a print arrives damaged beyond what would classify it as a Seconds Sale quality (for example: creases, bends, massive marks), please get in touch with photos.
We will also not be sending individual descriptions and photos of pieces on sale due to being a Seconds Sale item. We’ve carefully checked over each piece to decide if it’s a good fit for the sale price, and any blemish or size variation has been included in the listing description to give the collector a good idea of why it's listed as a seconds print. Not all pieces will have all variants or blemishes described.