Returns policy

RETURNS & REFUNDS

Contact us
To contact us about a return please complete the form HERE

CAN I CANCEL MY ORDER?
Sure, for prints and frames you can cancel the order so long as we’ve not started production. This usually gives you a 1-hour window after placing the order. Just contact us immediately and we’ll do our best to cancel it and give you a full refund

MY ITEM DID NOT ARRIVE OR IT ARRIVED DAMAGED, OR I WAS SENT THE WRONG ITEM?
Our courier partners and all the employees of DROOL are only human, so occasionally mistakes can happen. It’s very rare, but if it happens to you we’re very sorry. Simply let us know within 14 days of receiving the item and we’ll rectify it for you. As part of our guarantee, if an artwork arrives damaged or is incorrect, we’ll happily get an express replacement sent out to you free of charge (it really helps if you send us a few photos of the damage or any other issues).

If an item arrived that is wrong and you want a refund, no problem, the incorrect item will just need to be returned, but we’ll cover the postage cost.

Refund for an order that was not delivered due to customer fault: for example, but not limited to, an incomplete address being given or a parcel not being collected, then the customer will be required to cover all outbound shipping costs.

I ORDERED A PRINT OR FRAME AND CHANGED MY MIND
Just contact us and return the item within 14 days of receiving your order and we’ll process this for you. Items will need to be returned to our UK returns address. Once it gets back to us, we can exchange the item or process a refund. Eligibility: the item must be unmarked, in the same condition that you received it and in the original packaging. Due to being a small independent business, customers are responsible for return shipping charges for unwanted items. For framed artworks and already exchanged items, the original outbound shipping cost will be deducted from the refunded amount. For your protection, please be sure to return your goods via recorded or registered post. We can not give refunds or exchanges on Mystery Box orders. Refunds for purchases made by gift card credit will be refunded in credit. This doesn’t affect your statutory legal rights.

CONTACT INFORMATION
If you have any questions about the Policy, please contact [email protected]