Support
Shipping & Returns
Shipping Policy
As each piece of art is unique, we customise our shipping process to meet the specific requirements of each order.
Shipping Process
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Order Processing: Orders are typically processed within 3-5 business days. During peak periods, processing times may be longer. You will receive a confirmation email once your order has been processed and is ready for shipment.
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Customised Shipping: Due to the unique nature of our artwork, each order’s shipping is customised to ensure the safest and most efficient delivery method. We work with reputable shipping partners to handle your artwork with the utmost care.
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Shipping Costs: Shipping costs are calculated based on the size, weight, and destination of the artwork. The total shipping cost will be confirmed after purchase.
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Delivery Times: Delivery times vary depending on the destination and the chosen shipping method. Estimated delivery times will be provided once your order has been dispatched.
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Tracking Information: Once your order has been shipped, you will receive an email with tracking information. You can also track your order through your account on our website.
International Shipping
We are pleased to offer international shipping to our customers worldwide. Please note the following:
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Customs and Duties: International orders may be subject to customs duties and taxes, which are the responsibility of the customer. Please check with your local customs office for more information.
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Shipping Times: International shipping times vary depending on the destination. We will provide estimated delivery times once your order has been dispatched.
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Packaging We take great care in packaging your artwork to ensure it arrives in perfect condition. All artwork is securely wrapped and packaged to prevent damage during transit.
Shipping Inquiries
If you have any questions or special requests regarding shipping, please contact our customer care team at hello@bernadou.co. We are here to assist you and ensure your artwork arrives safely.
Return & Exchange Policy
We want you to be completely satisfied with your purchase. If you are not satisfied, we offer a straightforward return and exchange policy to ensure a hassle-free experience.
Returns
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Eligibility: You may return artwork within 30 days of receipt for a refund or exchange. The artwork must be in its original condition and packaging.
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Return Process: To initiate a return, please contact our customer care team at hello@bernadou.co. We will provide you with a return authorisation and instructions on how to return the artwork.
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Return Shipping: Return shipping costs are the responsibility of the customer unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure the safe return of the artwork.
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Refunds: Once we receive and inspect the returned artwork, we will process your refund. Refunds will be issued to the original payment method within 7-10 business days.
Exchanges
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Eligibility: If you would like to exchange your artwork for a different piece, please contact us within 30 days of receipt. The artwork must be in its original condition and packaging. Note some pieces are not available for exchange as they are one-of-a-kind pieces.
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Exchange Process: To initiate an exchange, please contact our customer care team at hello@bernadou.co. We will provide you with instructions on how to return the artwork and select a new piece.
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Exchange Shipping: The customer is responsible for return shipping costs unless the exchange is due to a defect or error on our part. We will cover the shipping cost for the new artwork being sent to you.
Damaged or Defective Items
If your artwork arrives damaged or defective, please contact us immediately at hello@bernadou.co. We will arrange for a replacement (if available) or refund at no additional cost to you. Please provide photos of the damaged or defective item to assist us in resolving the issue promptly.
Non-Returnable Items
Certain items, such as custom or commissioned artwork, and one-of-a-kind pieces are non-returnable. These items will be clearly marked on the product page. If you have any questions about the returnability of an item, please contact our team.
We are committed to ensuring your satisfaction with our products. If you have any questions or need assistance with a return or exchange, please do not hesitate to contact us.