Refund policy

Returns on Damaged Fine Art Print

In the unlikely event that you receive a damaged fine art print, please contact us at shop@olgasoby.com within 48 hours with photos of the damage. Once confirmed, we will endeavor to replace the edition free of cost.

Information to be included in the email:

  • name
  • email address used in placing the order
  • contact number
  • a brief description of the issue, and 
  • If applicable, provide proof like pictures, tracking numbers, etc., to support your inquiry, request, or claim. 

We will get back to you within 48 business hours with further instructions or a resolution. We take your privacy seriously; thus, we have the right to refuse disclosure of any information to unverified accounts. Please note that in filing a claim due to factors outside our control, shipping fees will be your responsibility. 

In the event that we are unable to replace the edition, we will arrange a refund upon receiving the returned damaged artwork and the corresponding Certificate of Authenticity (where applicable).

Order Not Received

If you did not receive the merchandise after the given timeframe, you may choose to do the following: 

  • Reach out to us by sending an email to shop@olgasoby.com for close monitoring of the order status. An update shall be proactively sent to you via email.
  • For all shipping-related concerns, we may assist in coordinating the whereabouts of the products, or you may call the carrier. If the tracking status is “delivered parcel” but the parcel got lost/stolen, it is your responsibility to file the claim with the carrier directly.

Fine Art Print Order Cancellation

Every fine art print is made to order, and once the order has been produced, we are unable to change it. Additionally, along with our printer, we do our best to prepare your orders with great care and haste. For those reasons, cancellation is only available within 2 hours from the time you place your order. We will take action on the request considering the following conditions: 

  • Within 2 hours from the time you placed your order: We will try our best to cancel the order and give a full refund, including shipping fees. 
  • After 2 hours from the time you placed your order:  We are unable to refund the item/s. 

Change Request

Shipping Information - If you wish to make any changes, like name, address, etc., on delivery, please reach out to shop@olgasoby.com within 12 hours from the time you place the order. We will take action considering the following conditions: 

  • Before the item has been shipped, we will process the request with either the fulfillment team or the shipping team to update the shipping label. 
  • After the item has been shipped, Parcels cannot be intercepted for changes. Change requests may be available but may incur some charges depending on the carrier used. Please note that all fees associated with the request will be the customer’s responsibility.

Artwork - If you would like to change your artwork selection, you’ll need to act quickly and reach out to shop@olgasoby.com within 2 hours because our printer produces the item within that timeframe. We will take action considering the following conditions:

  • Before the item has been made: We will process the request with the printer to update your order. If we can help, we will do our best.
  • After the item has been made: We are unable to change your item as they are all made to order.

Original Paintings & Commissions

All sales of original artwork and commissioned pieces are final and non-refundable.
Each piece is created by hand, and due to the nature of original art, we do not offer returns, exchanges, or order cancellations once the purchase has been made.

Damaged Artwork
In the unlikely event that an original painting or commissioned artwork arrives damaged, you must contact us at shop@olgasoby.com within 24 hours of delivery. Please include:

  • Your full name
  • The email address used for the order
  • A detailed description of the damage
  • Clear photos or videos showing the damage to both the artwork and the packaging

Claims submitted after the 24-hour window cannot be accommodated.

Once the damage is confirmed, we will provide instructions for returning the artwork. Upon receiving the returned piece (and its Certificate of Authenticity, if applicable), we will issue a refund or offer a suitable resolution.

Lost or Stolen Packages
If tracking shows the item as “Delivered” but the package is lost or stolen, it is the customer’s responsibility to file a claim with the shipping carrier. We will assist with information as needed, but we cannot file the claim on your behalf.

Gift Cards

All gift card purchases are non-refundable. Gift cards hold their full value indefinitely and do not expire. The balance remains available until fully redeemed and may be applied toward any eligible products or future releases on our website.

Online Courses

For all information regarding refunds, cancellations, and terms of use related to Olga Soby’s online art courses, please refer to our dedicated policy page. You can view the full terms here: https://www.sobyartacademy.com/terms-and-policies