Refund Policy

This policy applies to every order placed on wonderland-art.com and shipped to any destination we serve (Europe, the UK, the US, and selected international destinations).

All artwork sold on this site is made to order. Items are produced specifically for each customer after checkout, which is why the rules below distinguish between change-of-mind requests and items that arrive damaged, defective, incorrect, or do not arrive at all.

Nothing in this policy limits the statutory consumer rights you have under the law of your country of residence.

If your order arrives damaged or defective, the wrong item was sent, or the order does not arrive, contact us within 14 days from the date of purchase at help@wonderland-art.com so we can resolve it.

Please include all of the following in your email:

• Your order number
• Your order confirmation or receipt
• Clear, well-lit photos showing the damage or defect on the artwork
• For transit damage, photos of the outer packaging as it arrived

We aim to reply within 2 to 5 business days. If the claim is approved, you can choose a free replacement of the same item or a full refund of the item to your original payment method, at no cost to you.

If we need the original item returned, we will email you a prepaid return shipping label. Orders are produced at regional print labs in Europe, the UK, and the US, so the correct return address depends on where your order was produced and is printed on the label we send. Please do not return items to our office address or to any address that was not provided by us, as items shipped to the wrong location may not be received and may not qualify for a refund or replacement. Where possible, return the item in its original packaging.

Claims submitted outside the 14-day window or without the required documents may not be eligible, except where consumer law in your country requires otherwise.

Because every print and frame is produced to your order, change-of-mind returns or exchanges are not accepted once production has started. This includes personal preference, ordering the wrong size, or choosing the wrong frame.

For customers in the EU and EEA, the 14-day right of withdrawal under the Consumer Rights Directive (2011/83/EU) does not apply to goods that are made to the consumer's specifications or are clearly personalised, as set out in Article 16(c). This exception covers the made-to-order prints and frames sold on this site. Statutory rights relating to faulty, defective, or incorrectly supplied goods are not affected and are handled under the section above.