Shipping policy

Shipping Policy

Where we ship

  • Australia: Tracked parcel services.

  • International: Tracked services to most countries. Local taxes/duties (if any) are charged by the destination country and are the recipient’s responsibility.

Processing & dispatch

  • In-stock artworks: usually dispatch 3–7 business days after purchase.

  • Release weeks / events: allow 5–10 business days due to volume.

  • Commissions: scheduled individually (max 1 per month). We confirm timing before payment.

Tracking
You’ll receive a shipping confirmation with tracking when your order leaves the studio.

Packaging
Art is wrapped and boxed for fine-art transit (rigid protection, corner/edge protection). If something still arrives damaged, see Returns Policy → Damaged on arrival and contact us immediately.

Missed delivery / incorrect address
If a parcel returns to us due to an incorrect address or uncollected delivery, we can re-ship once postage is paid again.

Lost or missing parcels
If tracking shows Delivered but you can’t locate the parcel, please check with household members, neighbours, and your local post office first. If still missing, contact us and we’ll open a carrier investigation.

International taxes & duties
Orders sent outside Australia may attract import duties, VAT/GST or brokerage fees at delivery. These aren’t collected at checkout.

Colour & materials
We photograph in neutral light, but screens vary. Our paint texture, brushwork, timber grain, and handmade, individually finished frames can show subtle differences - these are part of the work, not faults.

 

Returns Policy

Summary

  • All sales are final except where goods arrive damaged or faulty or where regional exceptions apply (see EU/UK below).

  • This policy operates alongside your non-excludable rights under the Australian Consumer Law (ACL).

Damaged on arrival

If your artwork or frame arrives damaged in transit:

  1. Notify us as soon as possible within 7 days of receiving the package at studio@naadiyaart.com with your order number.

  2. Include clear photos of the damage including outer box, inner packaging, and the artwork/frame (all sides).

  3. Keep all packaging until we advise—carriers may require inspection.

  4. Once verified, we’ll arrange the appropriate remedy based on availability: repair, replacement, or refund.
  5. If we’re not notified within maximum 14 days of delivery, we may be unable to assist with a carrier claim and will not accept liability for transit damage, except where required by law (e.g., ACL or other mandatory consumer protections).

What isn’t a fault

  • Natural variations in impasto texture, brushwork, timber grain, or frame finish

  • Minor colour/contrast differences from screen or lighting variance

Commissions & personalised works

  • Final sale once the commission is confirmed (design approved/slot booked).

  • This includes custom paintings and any work with personalised messages/titles.

  • Statutory rights still apply if the item is faulty.

Exchanges

We don’t offer exchanges.

Refund method (where applicable)

If a refund is the correct remedy, it’s processed to the original payment method after approval. Processing time depends on your bank/payment provider.

EU & UK customers — Right of Withdrawal for Online Orders

Customers in the EU or UK have a 14-day right of withdrawal for most non-custom, non-personalised online purchases excluding commissions and personalised works.

How to use this right

  1. Notify us within 14 days of receiving the item at studio@naadiyaart.com with your order number.

  2. Return the item within 14 days of your notice, in original condition with all packaging and the frame included.

  3. Use tracked/insured shipping; the item remains the customer's responsibility until received.

Costs & refunds

  • Unless the item is faulty/damaged, return shipping is paid by the customer.

  • We refund the item price (and the standard outbound shipping where required by local law) after safe return/inspection.

  • Duties/taxes paid to your local authority aren’t refunded by us - check with your customs office for reclaim options.

Mystery Minis (EU/UK right of withdrawal)

  • To receive a full refund, the blind box must be returned unopened/sealed.
  • If the blind box has been opened, we may reduce the refund to reflect any loss of resale value (for mystery goods this may be substantial, up to the full price if the item cannot be resold as new or if the sealed mystery box has been opened).
  • Return shipping is payable by the customer unless the item is faulty.

Australia

Nothing in this policy limits your consumer guarantees under the Australian Consumer Law.

Contact

Questions or a return request? Reach us at studio@naadiyaart.com with your order number and relevant photos (for damage claims).