Refund policy

We apply the statutory 14-day right of withdrawal for online purchases. This means that after receiving your order, you have 14 days to let us know if you'd like to cancel the purchase. Once you've reported the withdrawal, you have up to 14 more days to return the piece to us.

Withdrawal and Returns
Would you like to use your right of withdrawal? Let us know within 14 days of receiving your order. You can do this by email at hello@juliaeilert.nl

Once you've reported your withdrawal, we'll send you the information you need to return the piece.

The piece must be returned to us within 14 days of reporting the withdrawal. The shipping date serves as proof that you sent the return on time, you are responsible for keeping your proof of shipment.

Return Costs
Return shipping costs are at the customer's expense. You're free to choose your own carrier. Since our pieces are fragile and valuable artworks, we strongly recommend shipping them carefully and with insurance, and keeping your proof of shipment and tracking details.

Your artwork is shipped in specially designed protective art packaging. Please reuse this packaging when returning the piece, and make sure it's packed securely and with care. Using this packaging doesn't change who bears the risk, though: even when a piece is returned in its original packaging, the customer remains responsible for it during return transport.

Risk During Return Transport
The customer bears the risk of return transport from the moment the piece is shipped back until we receive it. This means the customer is responsible for any loss or damage that occurs during the return journey.

If damage occurs during return transport, this may result in a reduction of the refund amount, based on the actual decrease in the piece's value.

If transport damage renders a piece completely unsellable, the value reduction can amount to 100%, in which case no refund will be issued.

We carefully document the condition of the piece upon receiving the return, for example with photos, so that any damage can be clearly demonstrated.

If the piece is damaged during return transport, the customer is responsible for filing any damage claim with the chosen carrier.

Certificate of Authenticity
Each piece comes with a Certificate of Authenticity. When returning a piece, the original Certificate of Authenticity must be returned along with it.

Forgot to include the certificate? In that case, it must be sent separately by physical mail. Please let us know by emailing hello@juliaeilert.nl

Damaged or Incorrect Deliveries
We carefully pack every artwork in specialized protective packaging designed for the safe transport of art, which makes damage during normal shipping very unlikely.

Please inspect your piece as soon as you receive it. If it arrives damaged, or if you've received a different piece than you ordered, contact us as soon as possible at hello@juliaeilert.nl and include photos of the piece and its packaging.

If damage or an incorrect delivery occurs through no fault of your own, we'll make sure to find a suitable solution.

Exception: Custom-Made Pieces
The statutory right of withdrawal does not apply to pieces made or ordered specifically according to your personal preferences.

This applies, for example, when a piece is produced specifically for you in a version that isn't part of our standard offering.

If you choose to have a piece fitted with a frame made or ordered specifically for your order, this custom option cannot be returned.

Whether an order qualifies as custom-made will always be made clear before you place it.

Exchanges
We don't offer a direct exchange service. If you'd like a different piece, you can return the original one, provided you're eligible under the right of withdrawal, and then place a new order.

Refunds
Once we receive your returned piece, we check its condition and confirm that the Certificate of Authenticity is included.

If the conditions for withdrawal are met, we'll refund the amount owed within ten business days, using the same payment method as your original order, unless otherwise agreed. Please note it may take some time for your bank or credit card company to process and deposit the refund.
If more than 15 business days have passed since we approved your return, please contact us at hello@juliaeilert.nl.

We refund the purchase price and the original standard shipping costs. If you chose a more expensive shipping method than the cheapest standard option at checkout, only the cost of standard shipping will be refunded.

We may wait to issue your refund until we've received the piece. Once we've received and inspected your return, we'll notify you and let you know whether it has been approved.

Any reduction in value resulting from damage during return transport that can be attributed to the customer may be deducted from the refund amount.

Contact
Questions about returns or refunds? Get in touch with us at:

Julia Eilert Photography (no visiting address)
hello@juliaeilert.nl
Kervel 15
8101 HE Raalte
The Netherlands