Contact Us About Your Order
For purchases from the Michael Silata studio, email Silata.artist@gmail.com or call +1 (571) 223-9928. Include your order reference, artwork title and the reason for your request. Do not send card details or passwords. We aim to respond within two business days, excluding public holidays observed by the studio.
Cancel Before Collection or Dispatch
You may request cancellation of an existing, non-custom artwork before collection or dispatch. If it has not been collected or dispatched, we will cancel the order and refund the amount paid, including applicable tax and delivery charges paid to us for that cancelled order. We do not deduct a cancellation or payment-processing fee from this refund.
Contact us promptly. If the artwork has already been collected or dispatched, the return process below applies. The studio confirms cancellations directly; submitting a request does not automatically cancel the order.
14-Day Returns
For an existing, non-custom artwork, request a return within 14 calendar days after collection or confirmed delivery. It must remain in the condition in which you received it, without customer-caused damage, alteration or repair. Include any supplied certificates and accessories. Keep protective packaging where possible, or use equivalent protection suitable for the artwork.
Contact us first for a return reference, confirmed return address and packing instructions. Send or return the artwork within 14 calendar days of receiving those instructions. Returns made in person require an appointment. Do not send artwork to an unconfirmed address.
For a change-of-mind return, you pay return shipping and insurance. Original delivery charges are not refunded unless required by applicable law. After receiving and checking the artwork, we refund its price and applicable refundable tax. There is no restocking fee. Any issue with the condition of a return will be explained and handled under applicable law, not through an automatic deduction.
Damaged, Incorrect or Misdescribed Artwork
Contact us as soon as possible if artwork arrives damaged, is incorrect, or materially differs from its description. Reporting within seven calendar days helps us investigate delivery damage, but this suggested period does not remove rights provided by applicable law.
Where safe, keep the artwork and packaging and provide photographs. Contact us before repairing, discarding or returning it. We will arrange an appropriate remedy, such as replacement where possible or a refund, according to the circumstances and applicable law. An original artwork may not have an identical replacement.
For a confirmed studio error or damage present on delivery, we arrange and pay for any required return and refund the relevant delivery charge when a refund is the remedy. You do not need to settle a carrier claim yourself before we address your purchase complaint.
Commissions and Custom Work
Custom commissions and specially altered or made-to-order artwork are outside this voluntary change-of-mind return offer. Before accepting payment, we provide a separate written agreement covering scope, deposits, cancellation stages, delivery and remedies. An inquiry alone does not create a non-refundable deposit. Mandatory consumer rights remain unaffected. Custom commissions are not part of the current online checkout.
If We Cannot Supply Your Artwork
We will notify you and refund the full amount paid for the unavailable artwork, including applicable tax and delivery charges. For delays, we offer the applicable delay or cancellation choices rather than retain payment indefinitely. See our Delivery and Pickup Policy.
Refund Processing
We initiate refunds promptly, normally within five business days after a confirmed pre-dispatch cancellation, studio cancellation, or receipt and inspection of an authorized return. If applicable law requires an earlier refund, that deadline applies. We confirm when a refund has been initiated.
Card refunds are sent through Stripe to the original payment method. Bank posting usually takes approximately 5-10 business days after initiation, but your bank or card issuer controls that timing. Some refunds appear as a reversal of the original charge. Contact us if a refund is delayed, pending or unsuccessful so we can trace and resolve it. Our payment-processing costs are not deducted from a full refund promised under this policy.
Your Rights
This policy does not limit rights or remedies that applicable consumer law gives you. Updates apply to future purchases, not retroactively to an existing order without your agreement where required.