Celebrating Originality and Handmade Art
At Art is Lit, we celebrate originality, creativity and the beauty of handmade art. Every artwork has its own character, and many pieces are individually created by independent artists with care, imagination and skill.
Unlike mass-produced items, handmade and original artworks may feature subtle variations, natural textures and small imperfections. These unique characteristics are often what make each piece special.
Please remember that lighting, photography and screen settings can also affect how colours and details appear online. We encourage you to read the artwork description carefully before making a purchase.
However, we understand that sometimes things may not go as expected. If your artwork arrives damaged, is not as described or you are unhappy with your purchase, we want to help you find a fair and reasonable solution.
Please read our Returns & Refunds Policy and follow the simple steps below.
Your 48-Hour Artwork Inspection Period
We encourage all customers to unpack and inspect their artwork carefully within 48 hours of delivery.
Please check that:
- Your artwork matches the description provided by the Artist.
- You have received the correct item.
- The artwork has arrived safely and without damage.
- There are no unexpected faults or problems.
If you notice an issue, please contact the Artist as soon as possible, ideally within this 48-hour period.
We recommend taking clear photographs of the artwork and its packaging if anything appears damaged, faulty or incorrect.
Please note: Our 48-hour inspection period is designed to help identify and resolve issues promptly. It does not limit your statutory consumer rights, including applicable cancellation rights and rights relating to faulty, damaged or misdescribed goods.
How to Request a Return or Refund
Step 1 — Find the Artist
Visit the product page of the artwork you purchased and click on the Artist’s shop name to visit their shop.
If you have an Art is Lit account, you may also find useful information in your order history.
Step 2 — Contact the Artist First
We encourage customers to contact the Artist directly before submitting a formal return or refund request.
Explain your concern and give the Artist an opportunity to help. Many issues can be resolved quickly through friendly communication.
Purchased as a guest?
You do not need to create an account to request assistance. You can try contacting the Artist through their shop page.
If you cannot find a way to contact the Artist, please email support@artislit.com, and we will be happy to assist you.
Step 3 — Explain the Problem Clearly
When contacting the Artist, please provide:
- Your order number, if available.
- The artwork or product name.
- A brief explanation of the problem.
- Clear photographs if the artwork is damaged, faulty or incorrect.
- Your preferred resolution, such as a replacement, return or refund.
Providing clear information helps the Artist understand your concern and respond more efficiently.
Step 4 — Allow the Artist to Help
Please give the Artist a reasonable opportunity to review your concern and suggest an appropriate solution.
Depending on the circumstances and your consumer rights, this may include a repair, replacement, return or refund.
If the Artist does not respond or you are unable to resolve the issue together, Art is Lit is here to help.
Important: Contacting the Artist first does not affect your statutory consumer rights or any applicable cancellation deadlines.
Step 5 — Request Further Assistance from Art is Lit
If you cannot reach the Artist or your concern remains unresolved, you can submit a formal return or refund request through Art is Lit.
Our online form allows you to provide your purchase details and explain the issue so that we can review your request and assist you.
The form is also available to customers who purchased as guests.
You do not need to wait for an Artist’s response if doing so would risk missing a legal cancellation or refund deadline.
Step 6 — Follow Return Instructions and Receive Your Refund
If your artwork needs to be returned, you will receive instructions explaining the next steps, including the appropriate return address.
Please package the artwork carefully, use the original packaging where possible and choose a tracked delivery service where appropriate.
Keep your proof of postage and tracking information until the return has been completed.
Responsibility for return postage and the timing of any refund will depend on the reason for the return, our Returns & Refunds Policy and applicable consumer law.
Refunds will normally be issued to the original payment method, within the applicable legal time limits.
Return or Refund Request Form
Need to Submit a Formal Request?
If you have already contacted the Artist and have been unable to resolve your concern, or you cannot reach the Artist, please use our online Return or Refund Request Form.
To help us identify your purchase and the correct Artist, please have the following information ready:
- Full Name — The name associated with your purchase.
- Email Address Used for Your Order — The email address provided at checkout.
- Order Number — You can find this in your Art is Lit order confirmation email.
- Artwork/Product Name — The name of the artwork or product purchased.
- Artist’s Shop URL (Art is Lit) — If possible, copy and paste the link to the Artist’s shop where you purchased your artwork. This helps us identify the correct Artist more easily. If you cannot find the link, you may leave this field blank.
- Delivery Information — Confirm whether your item has arrived and provide the delivery date where applicable.
- Reason for Your Request — Select the option that best describes your concern.
- Explanation of the Problem — Describe what happened and the assistance you are requesting.
Please also provide photographs or supporting information where requested and relevant.
Ready to submit your request?
Complete the Return or Refund Request Form →
The form is available to both registered customers and guest buyers.
Please complete the information as accurately as possible so we can review your request and help you find an appropriate resolution.
Need More Help?
At Art is Lit, we value both our customers and the independent artists who make our marketplace special.
We believe that kindness, fairness and open communication help create a positive experience for everyone.
If you have any questions, cannot reach an Artist or need further assistance, please contact our support team.
Email: support@artislit.com
For full information about cancellations, eligibility, return arrangements and refunds, please read our Returns & Refunds Policy.
Nothing in this guide limits or excludes your statutory consumer rights.
