Shipping & Returns Policy
Last Update: December 2025
1. Production Time
All prints are made to order.
Typical production time is 5–10 business days.
During holidays or high-volume periods, production may take slightly longer. You will be notified if any significant delay is expected.
2. Shipping Methods & Delivery Times
We ship worldwide using trusted carriers. Delivery times vary by destination:
– Spain & EU: 3–7 business days
– UK & Europe (non-EU): 5–10 business days
– International: 7–20 business days
These timeframes are estimates and may vary depending on customs, carrier delays, or local conditions.
3. Shipping Costs
Shipping costs are calculated at checkout based on destination, print size, and packaging requirements.
Large-format prints may require special packaging and will appear accordingly in the shipping rate.
4. Tracking Information
You will receive a tracking number by email once your order has been dispatched.
If you have not received tracking information within the estimated production period, please contact us at: contact@elen-casanovas.com.
5. Customs & Import Duties
International shipments may be subject to customs duties, import taxes, or handling fees.
These charges are not included in the product or shipping price and are the responsibility of the buyer.
Please check your country’s import regulations before ordering.
6. Packaging
Prints are shipped carefully rolled in protective tubes or flat-packed, depending on size, to ensure safe delivery.
All packaging is selected to offer optimal protection while maintaining a reduced environmental impact.
7. Damaged Shipments
If your order arrives damaged:
Contact us within 7 days of delivery.
Provide clear photos of:
– the damaged print
– damaged packaging
– the shipping labelOnce verified, we will send a replacement print at no extra cost.
We may request that the damaged print be returned (shipping covered by us) depending on the situation.
8. Returns & Refunds
Because all prints are made to order, returns for refund are not accepted, except in cases of:
– Damage during shipping
– Production defects
– Shipment of the incorrect item
In those cases, a replacement print will be provided.
We do not accept returns for:
– Change of mind
– Colour or tonal differences caused by screen calibration
– Incorrect size choice
– Orders delayed due to customs or courier issues
If you have questions about sizes, materials, or editions, contact us before placing your order.
9. Lost or Missing Parcels
If your tracking shows the parcel as delivered but you have not received it:
– Contact us within 7 days
– We will help initiate an investigation with the carrier
– Resolution depends on the carrier’s outcome
Please ensure shipping addresses are correct; we are not responsible for deliveries sent to incorrect addresses provided at checkout.
10. Order Cancellations
Orders can only be cancelled within 24 hours of purchase.
After that time, production may have already begun and cancellation will not be possible.