FAQ

Your order will arrive within 3-5 work days after it’s been placed for deliveries to Austria. Shipping takes longer for international orders.

As soon as your package has been shipped, you will receive an email from me with the shipping confirmation. Usually you have the possibility to track your orders. You will see all the information you need to track your package in the confirmation email. If you can no longer find the email, you have the following option:

• Please enter your order ID and the email address you used to place the order in the tracking form. You will then be redirected to the order details page, where you will also find the information to track your order.

Why hasn’t my order been shipped yet?

Please give me some time to prepare your order for shipping. I usually send orders within 48 hours, some orders may take a little longer.

The package has been sent but not yet arrived

First, please use the tracking link to check whether the package was dropped off with your neighbors. If this is not the case and the shipping status has not changed for 5 days, please contact me.

If you have already placed the order, the delivery address cannot be changed afterwards. Depending on whether the order has already been shipped, you have different options:

• The order has not been shipped yet:

If the order has not been shipped yet and the order status still says “Processing” please get in touch via the contact form an will use your new address.

• The order has already been shipped:

If the order status has changed to “Shipped”, then your package is already on the way to you. Please don’t worry: if your package cannot be delivered, it will be sent back to me. The purchase amount (exclusive shipping costs) will be refunded.

Then, please place a new order at the correct address. Unfortunately, I have no way of redirecting a package to another address.

I’m sorry to hear, and hope that the items you ordered arrived intact and complete.

If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return. You have to pay for the return shipping costs though.

Please note that I cannot provide substitutes for damaged parcels.

Is an item damaged?

Please report the damage to the parcel service immediately upon acceptance (usually Austrian Post) and contact me using the contact form to clarify the next steps. If you give me your order number, I can help you more quickly.

You can send back items you do not like within 14 days after delivery. You have to pay for the return shipping costs though. After this period has expired, it is no longer possible to send it back.

I will refund the purchase amount (excl. shipping costs) within 14 days after receiving your return package.

Please note that costs for commissioned works or customized products are not reimbursed. You can find more about this in the Customer Terms and Conditions.

This is how it works:

1. Fill in the return form that came with your order.

2. Pack the items that you are returning and add the completed return form to the box.

3. Frank the parcel sufficiently and send it to the following address (you are free to choose which parcel service you want to use for the return shipping):
   Simona Ledl
   Apothekerhofstraße 7/1
   5020 Salzburg
   Austria

4. Post the parcel

Returns from non-EU countries can be subject to additional charges due to tariff regulations, import taxes, etc.. Unfortunately, you will have to cover these costs. Please contact me if you have any further questions.

Note:

• Please note down the number below the barcode on the return label. With this number you can track the status of your return shipping online to make sure it successfully arrives back with us.

• Please keep the receipt that you receive when you post the parcel. I will need it to trace your return if the parcel gets lost.

• I don’t assume liability until the package reaches our warehouse. I will send you an email as soon as we have received your return.

As soon as your return arrives at my warehouse, you will receive an email confirmation and your refund will be initiated. It can take up to 14 days for your return to be fully processed.

Your refund will be credited to the payment method you used when purchasing the returned items. This can take up to a maximum of 14 days.

Please note that shipping costs will not be refunded.

I am very sorry if your item arrived damaged or defective. You can make a claim for the item by clicking the “submit a claim” button below.

Please fill out the claim form with all of the information requested (inkl. photos of the damage or defect), so that I can process your claim as soon as possible.

SUBMIT A CLAIM

If you pay in advance, your order will be processed as soon as I have received your payment.

It can take up to 5 working days for me to receive your payment. Your ordered items will be reserved for you until your payment has been received (maximum 10 days).

How to transfer correctly

• Please always refer to your order number. This is the only way I can assign your payment to your order.

• Please transfer for each order individually.

I will send you my bank details for SEPA transfers via e-mail when I confirm your order

Refund after a return

When you return one or more items, the amount will be returned to the bank account from which you transferred.

If you choose payment via PayPal, you will be redirected directly to PayPal at the end of the ordering process.

If you are already a PayPal customer, you can log in to your account there with your user details and make the payment. If you’re new at PayPal, you can log in as a guest or open a PayPal account and then complete the payment.

Payment will usually be registered within a few minutes and your order will be instantly processed.

Please note that you will be agreeing to PayPal’s terms of use and their processes.

Refund after making a return

If you return one or more items, the value of the returned items will be credited back to your PayPal account.

You can define in your PayPal account whether the amount should be forwarded to your bank account.

If your PayPal account is closed, I reserve the right to refund you on your bank details. It is not possible to choose a different PayPal account for the refund.

If you would like to pick up your order directly from my studio in Salzburg, in addition to paying in advance via direct bank transfer and Paypal, you have the option of paying in cash when you receive your artwork.

Additionally, if you choose to pick up your purchased artwork(s) in person, you won’t have to pay for shipping and if time allows, I will be happy to give you a tour of the studio.

Please note that each coupon / discount code may only be used once. The following applies to coupons from campaigns on my website as well as those individually sent to you:

• Only one coupon code can be redeemed per order.

• Please check the expiry date of your coupon code.

• Certain coupon codes cannot be used to purchase discounted items.

• Coupon codes may only be valid for particular products and categories.

• Coupon codes may have a minimum order value.

• If you send goods back, we reserve the right to not renew the validity of your Coupon code.

You can enter your coupon code in your cart and at checkout process. Keep in mind that every coupon has it’s own terms and conditions that must be met for the discount to be valid on your order.

After entering the Coupon code and clicking “Apply Coupon”, you will either see a success message or an error message. In case the order doesn’t meet the requirements of the coupon, it will indicate which requirements still need to be met.

After the coupon has been successfully processed, the discounted amount will be deducted from the total invoice amount.