Refund policy

Refund Policy

Last updated January 1, 2025

Thank you for your purchase. We hope you are satisfied with your order. However, if you are not completely satisfied for any reason, you may return it to us for a full refund or exchange. Please see below for more information about our refund policy.

Returns for Non-Customizable Products

All returns must be postmarked within thirty (30) days of receiving the item. All returned items must be new, unused, and with all original tags attached.

Return Process

To return an item, email our customer service team at info@illustrarte.shop to obtain a Return Merchandise Authorization (RMA) number. Once you receive an RMA, securely place the item in its original packaging and mail your return to the address provided by customer service. The return address will be in Madrid, Spain.

Please note that you will be responsible for shipping costs unless the item is defective, in which case IllustrArte will cover the shipping expenses.

Customizable Products

Customizable products are made according to your specifications and preferences (such as design, size, name, etc.).
We do not accept returns or exchanges for personalized products, except in cases of:

  • Manufacturing defects.
  • Errors in customization that do not match your order request.

Conformity Guarantee

If you receive a product with a defect or one that does not meet the specifications you provided, contact us within seven (7) business days of receiving your order. Our team will evaluate your request, and if applicable, we will:

  • Repair the product.
  • Replace it with a new one.
  • Issue a refund.

Recommendations to Avoid Errors

  • Refer to our size guide before placing your order.
  • Carefully verify the information provided before finalizing your purchase.
  • If you have any questions, feel free to contact us for assistance.

Your satisfaction is our priority, and we are here to help with anything you need.

Refunds

After receiving your returned items and inspecting their condition, we will process your refund or exchange as requested. Please allow five (5) days from the receipt of your item for us to process your refund or exchange. You will be notified via email at every step of the return process.

Questions

If you have any questions about our return process, please contact us at malena@illustrarte.es.

Rest assured, we want you to be 100% satisfied with your purchase.

Thank you very much!