Refund policy

Return and Refund Policy

At DArtano, we want you to shop with confidence. This policy applies to all countries we currently ship to, as listed at checkout.

Made-to-Order Products (Wall Art, Mugs, and Tote Bags)

All made-to-order items, including posters, mugs, and tote bags, are produced specifically for your order by our trusted print partner, Gelato. Because of this, we do not accept returns for change of mind, size selection errors, or unwanted gifts.

If your item arrives damaged or there is a production issue, please contact us within 14 days of delivery. We will arrange a replacement or refund once we’ve reviewed the issue and received clear photo evidence.

General Products (Clothing, Accessories, Home Decor)

Most general products on our site are fulfilled by our trusted international suppliers and shipped directly from their warehouses.

Under UK and EU consumer law, customers have the right to return most online purchases within 14 days of delivery for a refund. The following conditions apply:

  • You must notify us within 14 days of receiving your order if you wish to return it.
  • Returned items must be unused, undamaged, and in their original packaging.
  • The customer is responsible for return postage costs (unless the item is faulty, damaged, or incorrect).
  • Refunds will be processed once the returned item is received and inspected.

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with clear photos of the issue so we can resolve it quickly.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect:

  • Underwear, swimwear, or other intimate clothing
  • Earrings or body jewellery
  • Personalised or custom-made items (such as engraved jewellery or printed cases with initials)
  • Digital downloads or made-to-order designs

If your item qualifies for a return, we will issue instructions and the appropriate return address. Return shipping costs (unless due to a verified fault) are the responsibility of the customer.

Digital Downloads

Digital downloads and instant-access files are non-returnable and non-refundable once accessed or downloaded.

How to Request a Return

To request a return, please email digitaldartano@gmail.com with the following details:

  • Your order number
  • Photos of the item (if damaged, incorrect, or faulty)
  • A short description of the issue

Once approved, we will provide instructions and the appropriate return address. Please do not return any items to the address on the packaging unless directed to do so, as this may cause delays or invalidate your return.

Refunds

Refunds are processed after returned items are received and inspected. Once approved, please allow up to 5 business days for the refund to appear.

No restocking fees apply. Final sale items are not eligible for return unless faulty.

Exchanges

We do not currently offer product exchanges. If there is an issue with your order, please contact us to arrange a return and refund instead.