Faq

ORDERING & SHIPPING

1. How long will it take to receive my painting?
There are two stages to your order:

Creation & Handling Time: 7–14 business days. During this time, our artists will hand-paint your artwork. We may send photos or videos of the finished painting for your approval before shipment.
Transit Time: 5–7 business days via premium carriers such as FedEx, UPS, or DHL.

In total, you can generally expect your artwork to arrive within 12 to 21 business days from the day you place your order. For larger or bulk orders, please contact us at info@tactileatelier.com for a more precise timeline.

2. Can I change my order after I've placed it?
You can request changes to your order as long as it has not yet been shipped. Please contact us at info@tactileatelier.com as soon as possible, and we will do our best to accommodate your request. Once an order is in transit, we are unable to make any changes.

3. Can I cancel my order?
Yes, you can cancel your order for a full refund, provided it has not been shipped. To cancel, please log in to your account or email our support team directly at info@tactileatelier.com.

4. How much does shipping cost?

We offer complimentary standard shipping on eligible orders. The price you see for the artwork is the artwork price you pay, with no additional standard shipping fee at checkout.

For international orders, customs duties, import taxes, or local destination fees may apply and are the responsibility of the recipient.

PRODUCT INFORMATION

5. What is the difference between a rolled canvas and a framed painting? Can I hang it right away?

Framed Paintings: These arrive ready to hang with all necessary hanging accessories included. We recommend this option for ultimate convenience.
Rolled Canvases: These are the paintings on canvas, shipped rolled in a protective tube. You will need to take it to a local frame shop to have it stretched or framed before you can hang it.

6. How are the paintings packaged for shipping?
We package every piece with extreme care to ensure it arrives safely.

Rolled paintings are carefully placed in a strong, rigid art tube.
Framed paintings are securely packed in high-quality cardboard or custom wooden boxes for maximum protection.

7. Do you offer custom paintings?
Absolutely! We specialize in custom oil paintings. If you have a specific size, color scheme, or artistic style (such as modern, abstract, or minimalist) in mind, our artists can collaborate with you to create a personalized piece that perfectly suits your space and vision. Contact us at info@tactileatelier.com to discuss your ideas.

RETURNS & REFUNDS

8. What is your return policy?
We offer a 30-day hassle-free return policy. If for any reason you are not satisfied with your painting, you can return it within 30 days of receipt for a full refund or an exchange. The artwork must be returned in its original condition and packaging. To start a return, please contact us at info@tactileatelier.com.

9. What should I do if my artwork arrives damaged?
In the unlikely event that your painting is damaged during shipping, we will replace it free of charge. Please contact us at info@tactileatelier.com within 30 days of receiving the item and include photos of the damage. We will handle the claim with the courier and arrange for a replacement to be sent to you promptly.

10. How long does it take to get a refund?
Once we receive your returned item, we will process the refund within 3 business days.

PayPal & Shop Pay: The refund should appear in your account within 3 business days.
Credit Cards: It may take 7-14 business days for the refund to appear on your statement, depending on your bank's processing times.

PAYMENT

11. What payment methods do you accept?
We accept all major credit cards, including Visa, MasterCard, Discover, and American Express. We also offer secure checkout through Shop Pay and PayPal.

HAVE MORE QUESTIONS?

If your question wasn't answered here, please don't hesitate to reach out! Email us at info@tactileatelier.com, and our friendly customer service team will be happy to assist you.