To begin processing your refund or replacement, get in touch with us here.
Can I cancel my order?
Orders made within the last hour can be canceled. Contact us immediately so we can cancel your order and give you a full refund before our team begins processing its production. For urgent concerns, you can send a message using our Instagram page.
Can I change my address?
Customers receive confirmation of their orders through their email address. Please make sure that you put the correct shipping details at checkout. If your address is incorrect, make sure to email us at firstname.lastname@example.org with the subject "Address Change: Order #" within 24 hours of placing the order.
Orders get processed in 2-3 days, after which point we are unable to change the address for you. Once your item is with the courier, we are unable to secure the package and reroute it back to you. For orders with incorrect addresses or wrong information due to the customer, we will be requesting additional fees.
My item was damaged or I was sent the wrong item.
While we do our best to minimize errors, there are rare cases where customers may receive the wrong product, or an item is damaged during transit.
If this has happened to you, we would like to offer our sincerest apologies. Please let us know within 14 days of receiving your order, with pictures of your damaged or wrong item, and we will happily send a replacement free of charge as soon as possible.
I didn’t receive my item. What happened?
Consecrea works with a worldwide manufacturing and shipping team, meaning we send orders out from a single location to the rest of the world. Please allow for the indicated 10-14 day processing and shipping time for your order, as all our canvases are made to order, printed and framed with the highest quality and attention to detail.
If your order has not arrived at your address after this period, please contact us immediately with your order number and we will look into it. If an item fails to deliver due to customer fault -- wrong or incomplete address, wrong or incomplete phone number -- we may have to charge an additional fee to resend your order.
We'll work to connect you with our shipper but we will not be responsible for misplaced packages due to customer error. An additional fee will be requested from you in order for us to resend your item.
Please keep in mind that there will be extra delays due to wrong and incomplete addresses and similar issues but we'll do everything we can to send it to you ASAP!
My item is being held at customs - what do I do?
Please get in touch with your local customs to learn more about your situation. Tax and other customs fees are not part of the shipping fee. You would likely have to pay additional fees, depending on local rules and customs policies, in order to have your package released.
I have other questions or concerns.
Please contact us at email@example.com.
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