I love my customers, truly! Every print order, wedding invitation, and custom painting is handled with care and as much clarity and transparency as possible. My goal is for you to be completely thrilled with your purchase! Please read below to see how I can help you.

Can I return the artwork I purchased?

       All sales of wedding invitations & of custom watercolors are final. If you wish to return a print item, a restocking fee amounting to 20% of the print cost will be applied. I am more than happy to exchange a print for you, though return label fee will be applied to your order, as I strive to offer accurate restocking & shipment times for all my customers. 

How long do I have to return or exchange a print?

       Please open and check your prints immediately upon receiving them. I accept print returns and exchanges within 30 days of receipt. If you do not reach out within 30 days, I am be unable to make a return, so please be prompt! Please note the above return label fee. Please also note that this timeline is flexible during the winter holiday season. As an example of the holiday timeline, please be aware that an exchange may not arrive in time for Christmas. I cannot guarantee any delivery times for exchanges, as the process varies from my standard delivery times. 

I had an issue with my initial package. When will my replacement artwork ship / When will I receive my refund?

       I will ship your replacement artwork and/or issue a refund only after receiving your return and communication via email.

What packaging do I use to send the print back?

       I ask that you return your print in the original packaging. I am only able to provide you a functioning shipping label if the weight and dimensions are accurate and the same as when I initially shipped the package. If you do not have the original packaging, please go to to the post office and purchase a stiff mailer or a sturdy tube, as well as postage. I cannot provide you a refund for artwork that is damaged in transit back to the studio due to poor packaging. Since I am unable to restock and sell damaged prints, please make sure you package your print with care!

My artwork arrived damaged OR was not delivered OR was lost OR was stolen from my doorstep. Is this something you can help with?

       I am not liable for any mishandling or failed delivery by the shipping service (USPS or UPS, domestically or internationally), and I am not liable for any damage incurred post-delivery. I work very hard to package each order with care in sturdy flat mailers so that it arrives undamaged, and I suggest you handle your new artwork with care when framing as well. Please be kind when reaching out and remember that I do not run the post office or UPS, and unfortunately have no control over the treatment of your package in transit! It’s just as much of a bummer for me to see damaged prints as it is for you to receive them.

That being said, this is how I typically handle situations that fall outside of my control:​

Damaged Print:

       If your print is damaged in transit I am happy to handle this on a case by case basis with individual customers who are able to provide details and documentation of the damage. Creasing and bends can be flattened. Collectors may be asked to file a claim with the shipping service. If the order is a complete loss and I offer a reprint, I do ask that you return the print to my studio, either in the original packaging or in sturdy packaging purchased at your local post office. Collectors are responsible for shipping costs for replacement prints. I am unable to replace for free any prints damaged after delivery, so please place your print in a place away from possible water or heat damage, and handle the artwork with care when framing.

Not Delivered / Lost / Stolen:

      If your package is marked “Delivered” and yet is nowhere to be found on your doorstep, please first check your confirmation email to ensure that you input the correct shipping address. I am unable to replace any print order for free if the shipping address is incorrect. This does happen occasionally, so please double check. If the address is correct and you believe your package to have been lost, stolen, or if you missed the delivery, you must contact the shipping service personally. Unfortunately, there isn’t anything I can do on my end, so I am unable to address any failed delivery or theft issues directly.

I ordered a print, but I’m unsatisfied with the colors now that it is in my space. What do I do?

       Please take the time to read descriptions carefully and check the colors on multiple screens if you are concerned about color variations. I try my best to represent the colors and tones in my work honestly and clearly. I am happy to exchange your print for another that will work better in your space, if that is a good solution! Please see above for my exchange policy.

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Please email caroline@bycarolineann.com if you have any questions about your order, and I will work with you to sort out any issues!