Refund policy

This store is operated by Siân Alexia Ltd (company no. 13466732), trading as Sian Alexia Illustration. Your order is produced and fulfilled on our behalf by Wisque Ltd. Cancellations and returns should be sent to us at Siân Alexia Ltd, c/o Wisque Ltd, Enterprise Works, LEFA Industrial Estate, 35 Edgington Way, Sidcup, DA14 5BH, or by email to support@sianalexia.co.uk.

Your right to cancel

We want you to love what you order. If you change your mind, you have the right to cancel and return your items within 14 days of receiving them, under EU and UK consumer law. 

Who pays for return postage

If you are returning something simply because you have changed your mind, you cover the cost of sending it back to us. If an item arrives faulty, damaged, or is not what you ordered, we cover it, including the return postage and your original delivery charge. In short, return postage is yours to pay only when there is nothing wrong with the item.

Changed your mind?

The fastest route is to contact us before your order goes to print. If it has not yet been printed, we will cancel it and refund you in full, including standard delivery. Just email support@sianalexia.co.uk with your order number.

If your order has already arrived, you have 14 days from the day you receive it to let us know you would like to return it. You can email us, or use our online withdrawal form. Please return the items to us in their original condition. We refund the price of the items and the standard outbound delivery cost within 14 days of receiving them back, or of you showing us they are on their way. As above, the cost of return postage is yours to cover when you have simply changed your mind.

Faulty, damaged or incorrect items

If anything arrives faulty, damaged in transit, or different from what you ordered, please email support@sianalexia.co.uk within 14 days with your order number and a photo if you can. We will put it right with a replacement or a full refund, and we will cover the cost of returning the item to us as well as your original delivery charge. This does not affect your statutory rights.

Bespoke and commissioned work

Pieces made just for you (commissioned portraits, pet, wedding and ultrasound artwork, and anything personalised to your own brief) are created to your specification, so they are not covered by the 14-day right to cancel once we have begun. If a commissioned piece arrives faulty or damaged, you are of course still fully covered. 

Orders outside the EU and UK

For orders shipped outside the EU and UK there is no statutory right of withdrawal, so the above 14-day right does not apply and delivery costs are non-refundable once an order has been dispatched. Faulty or damaged items are always covered, wherever you are.

For full detail on your statutory rights and the model cancellation forms, see our Right of Withdrawal & Right to Cancel page.