Refund policy

Returns & Exchanges

Changed your mind? That’s okay. 

You have 30 calendar days from receiving your order to request a return, for any reason whatsoever, no questions asked.

To be eligible for a return, your item needs to come back to me in the same condition you received it, unused, undamaged and in its original packaging. You’ll also need your order confirmation.

To start a return, email me at tatiana@handpaintedstories.com. Please contact me before sending anything back, so I can give you the right return instructions.

Returns are sent back to me in the Netherlands. 

Something arrived damaged (or simply isn’t right)

Oh no. Please have a look at your order when it arrives and get in touch as soon as you can if something is damaged, defective, or I’ve accidentally sent you the wrong thing.

Email tatiana@handpaintedstories.com, ideally with a photo of the problem, and I’ll do my best to make it right.

Things I can’t take back

Because they’re made especially for you, personalised, customised or made-to-order items cannot normally be returned unless they arrive damaged or there is something wrong with them.

Exchanges

Want the same little thing, just in a different size or version?

The simplest way is to return your original item and, once the return has been accepted, place a new order for the one you’d prefer.

EU 14-day right to cancel

If your order is covered by the European Union’s 14-day cooling-off period, you have the legal right to cancel your purchase within 14 days without needing to give a reason.

Returned items should be unused, undamaged and, where possible, in their original packaging. You’ll also need your order confirmation or proof of purchase.

This legal right is separate from my 30-day return policy above.

Refunds

Once your return reaches me, I’ll check it and let you know when your refund has been approved.

Approved refunds will be sent back to your original payment method within 10 business days. Your bank or card provider may need a little extra time before the money appears in your account.

If it’s been more than 15 business days since I confirmed your refund, please email me at tatiana@handpaintedstories.com and I’ll look into it.

Questions?

If you’re not sure about something, just email tatiana@handpaintedstories.com and I'll be happy to help.