Returns & Refunds | Damaged Print Replacements & Order Support
Last updated: 25/11/2025

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At The Shape of Us, all artwork is made to order. For this reason, we cannot accept returns or refunds for:

• Change of mind

• Ordering the wrong size

• Providing an incorrect address

Each print is produced specifically for your order.

 

Damaged, Faulty, or Incorrect Items

If your print arrives damaged, defective, or incorrect:

1. Contact us within 14 days of delivery

2. Include your order number

3. Provide clear photos of the issue

Once verified, we will offer either:

• A free replacement, or

• A refund

We replace prints that arrive:

• Bent, creased, or damaged in transit

• Incorrectly printed

• Incorrect item received

• Materially different from the product description

 

Lost Packages

If the courier confirms your order has been lost in transit, we will send a replacement at no extra cost.

 

Return Shipping Costs

Because all products are made to order, we generally do not require returns.

If a return is needed for assessment, we will cover the return shipping for:

• Damaged items

• Defective items

• Incorrect items

 

Refund Processing Time

Approved refunds are processed within 3–5 business days.
Your bank may take additional time to release the funds.

 

International Orders

Eligible replacements for damaged/incorrect items apply worldwide.
Customs fees and import duties remain the customer’s responsibility.

 

Contact

Email: contact@theshapeofus.co.uk