Refund policy
Order Policy
Once an order is placed, it cannot be edited or canceled as all orders are custom-made. If you have any questions or notice any mistakes with your order, please reach out to us directly at hello@eternalspira.com
Returns, Exchanges, & Cancellations
Because our artists begin working on your order immediately after it is placed, a full refund is not possible, even if the order has not yet been produced. If a refund is needed, we can provide a partial refund, deducting $30 (the cost of the digital design) from the total refund since work has already commenced. Please note that the "Priority" service is non-refundable.
If your order has already been produced, no refund can be offered. Additionally, if your order includes a digital product that has been delivered via email, a refund is not possible for that product.
Should you wish for us to create a new design from a different photo, a fee of $15 per new photo will apply, as a new drawing will be started from scratch.
Damaged Products
If your product arrives damaged, we will send a replacement without any hassle. Simply provide us with photos of the damaged parts to qualify for a replacement. Our refund policy is valid for 30 days from the delivery date. If more than 30 days have passed since your product was delivered, we are unable to offer a refund or exchange, even for damaged products.
No Email Confirmation After Purchase?
Ensure that the email address associated with your order is accurate and valid, as you will need to approve your design before we begin production. If you haven’t received an email within 7 working days of placing your order, please contact us and check your spam folder. If there’s no response from us within 48 working hours, it’s possible that our emails are being bounced back, so please try contacting us from a different email address to receive your digital proof.
Additional Information
We do not guarantee specific delivery dates and cannot be held responsible for delays beyond our control. We will, however, inform you of any known delays. The delivery times provided on our website are estimates, and actual delivery may vary—sometimes arriving sooner or later than expected.
We offer online proofing and unlimited revisions before shipment.