Cancellations & replacements

Updated 21 October 2026

Prelaunch policy. We are not accepting paid orders yet. These are the planned conditions for printed and digital artwork.

Cancelling before printing

You may request cancellation and a refund before printing starts, including while choosing from your designs. Contact hello@vielart.com with your order reference. Preparing the 10 design previews is not the print-production cutoff.

When printing starts

Printing starts after your design selection, or after the seven-day selection deadline if you have not selected a design and Vielart selects one for you. The start of printing, rather than simply uploading a photograph or preparing previews, is the cancellation cutoff. After printing has begun, we do not accept change-of-mind cancellations or returns of correctly supplied personalised artwork, except where applicable law requires otherwise.

Digital artwork

You may cancel a digital order and request a refund before you explicitly approve its design. After your approval, change-of-mind cancellation is unavailable, except where applicable law requires otherwise. We will show this cutoff before you approve. A missed seven-day selection deadline is not approval of a digital design. Rights concerning defective, inaccessible or incorrectly supplied digital files remain available.

Damaged, defective or incorrect artwork

Contact us with your order reference and a description of the problem. We may request clear photographs of the artwork, the defect and, where relevant, the packaging or shipping label so we can assess the issue. Please keep the item and packaging while we investigate. We will arrange a replacement at no additional cost for a substantiated damaged, defective or incorrectly supplied product.

We will assess reasonable supporting evidence and explain any further information needed. The change-of-mind restriction does not apply to these claims. Where applicable law requires a refund or another remedy, those rights remain available; replacement is not a waiver of statutory rights.

Refund handling

For an eligible cancellation, we will confirm the cancellation and refund arrangements. Payment-provider processing times and final refund timing will be disclosed before paid orders open. Do not send an item back without contacting us for instructions.

Questions? hello@vielart.com