Shipping, returns & refunds


Please find details about shipping below, but if you have any questions please contact: 

We recommend that you read our Buyer Terms for a full understanding of how we work.

Moet hier een stukje nog dat de buyer terms altijd gelden en dat dit enkel een samenvatting is? Moeten we hier wel Seller gebruiken en geen artist? minder juridische taal? -> thom gevraagd

  • As soon as you have paid in full in accordance with article 7 of our Buyer Terms, we will inform the Seller so he or she can deliver the artwork to you. The Seller will ship the item(s) to the address associated with your Account. 
  • Ensure your delivery address is accurate. The Seller will ship your Artwork to the provided address, which must be a physical one and not a PO Box. The Seller will be instructed to ship the artwork only after receiving full payment in line with Article 6 of the Buyer Terms.
  • Our artists have opted for Parcel Parcel as their designated shipping service. ParcelParcel is a delivery partner that offers insured shipments, and we exclusively accept shipments with insurance for the sake of quality and risk mitigation, considering our reputation. 
  • Any shipping or transportation issues should be addressed directly with the Seller, as shipping and transportation fall under the Seller's sole responsibility. The Buyer, Seller, and Alter house are authorized to use the signature of receipt and/or Track & Trace delivery confirmation at the delivery location as proof of artwork receipt, whether it's the Buyer's address or a pick-up point. In the event of delivery issues and the inability to reach an agreement with the Seller, both parties must cooperate in an investigation conducted by Parcel Parcel. The ongoing investigation doesn't affect our right to decide whether the Purchase Price should be refunded to the Buyer or paid to the Seller. If a shipment is damaged and needs to be returned to the Seller, it's important to note that return costs are not covered according to Parcel Parcel's policy. We recommend contacting Parcel Parcel for assistance with any issues.
  • Alter house reserves the right to cancel a transaction if the Seller fails to deliver the artwork or if the artwork doesn't match the description provided. In the event of such non-compliance with the Seller Terms, we may send reminders to the Seller to fulfill their obligations under the Seller Terms and the Contract of Sale. If, despite reminders, the Seller doesn't deliver the artwork or fails to address the non-conformity issue, you acknowledge and agree that we may cancel the transaction in our system. Nevertheless, you retain the option to assert your rights under the Contract of Sale directly with the Seller.
  • In case of issues, contact us within three (3) days after delivery. Upon the Track & Trace code confirming artwork delivery, you have a three (3) day window, starting from the delivery date, to report any issues related to the artwork. Failure to notify us within this three (3) day period may result in the issue not being assessed, and the payment will be transferred to the Seller.
  • Depending on your place of residence, you may be entitled to a right of withdrawal in accordance with the EU Consumer Rights Directive. For further details, please refer to the relevant article 14.



  • Depending on your place of residence, you may have a right of withdrawal, in accordance with the EU Consumer Rights Directive. 
  • The EU and UK right of withdrawal may be applicable to your Contract of Sale. Consumers who reside in a country within the European Economic Area or the UK and who purchase a artwork from a Seller will be entitled to withdraw from the purchase without being obliged to state the reason for withdrawal within fourteen (14) days after the day of receipt of the artwork.
  • If you withdraw from your purchase, you need to return the artwork to the Seller. Under the right of withdrawal, you’ll need to return the artwork within fourteen (14) days of your withdrawal notification. The return shipping or transportation costs and any customs duties are for your own account and responsibility. If appropriate given the value of the artwork, you must obtain adequate shipping insurance for the artwork. You can do this with Parcel Parcel if you want, please contact us for more information. The artwork must be returned to the Seller with all the related accessories that were delivered, in the original condition and, if possible, packaging. You are liable for any diminished value of the artwork resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the artwork.


  • When either the Seller has received the artwork within the conditions described above, the Purchase Price and the original shipping or transportation costs you paid to the Seller will be refunded to you. 

Once you have received your artwork, you have 14 days to return it to us for a full refund. Please note that the work must be returned in its original condition and in its original packaging.

To be eligible for a return, your artwork must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at