RETURNS & GUARANTEE
✅ 100% Secure Checkout
All payments are encrypted with SSL and protected by industry-standard security.
We accept Apple Pay, Google Pay, PayPal, Visa, Mastercard, and American Express.
Your payment information is processed securely through trusted payment providers.
📍 Handmade in Charlotte
Every piece is handcrafted in our studio in Charlotte, North Carolina, United States.
Production begins only after your order is placed, ensuring that each artwork is created individually with careful attention to detail.
You’re not simply purchasing a frame — you’re receiving a handcrafted studio artwork made specifically for your order.
📦 Collector-Grade Packaging
Every piece is carefully packed using protective materials designed for fragile artwork.
Our goal is simple:
to make sure your piece arrives safe, secure, and ready to display.
💬 Real Support. Real Solutions.
If something doesn’t feel right, simply reach out.
We respond quickly, communicate clearly, and always aim to resolve issues fairly and professionally.
1. 30-Day Return Requests
If you have questions or concerns about your order, you may contact us within 30 days of delivery.
Please email info@denarvel.com with your order number and a brief explanation.
Returned items must be:
• unused
• in original condition
• returned in the original packaging
Because each artwork is handcrafted and produced after purchase, returns based solely on personal preference (such as change of mind, décor changes, or personal taste) are generally not accepted.
However, if your item arrives damaged, defective, or incorrect, we will absolutely make it right through a replacement or refund, depending on the situation.
Our goal is always to find a fair and reasonable solution for both sides.
2. Route+ Shipping Protection (Recommended)
At checkout you may add Route+ Package Protection, a small optional fee that provides:
• coverage for loss, damage, or theft
• fast claims handled directly by Route
• replacement or refund once approved
Orders with Route+ receive additional protection beyond our standard guarantee.
Route operates as an independent third-party provider and is responsible for its own claims process.
If Route+ is not selected, shipping claims may need to be handled through the carrier (UPS, USPS, or FedEx).
For the fastest protection and resolution, we recommend keeping Route+ enabled.
3. Return Shipping
• If the issue is our fault (damage or incorrect item), we cover return shipping
• If a return is approved for other reasons, return shipping costs may be the buyer’s responsibility
• For international returns, buyers may be responsible for return shipping, customs fees, and duties
We are always happy to help guide customers through the process.
4. Refund Processing
Once an approved return is received and inspected, refunds are issued to the original payment method within 5–7 business days.
Shipping costs are refunded only if the issue occurred on our side.
5. Damaged or Defective Items
Every artwork is packed carefully — like a collector’s piece.
If your item arrives damaged, please send clear photos of:
• the artwork
• the packaging
We will assess the situation and offer repair, replacement, or refund, depending on what is most appropriate.
Route+ customers may receive priority handling and faster resolution.
6. Lost or Delayed Packages
If your package appears lost or delayed:
• contact the shipping carrier first
• email us at info@denarvel.com
We will assist with the next steps whenever possible.
Once a shipment has been handed to the carrier, Den Arvel is not responsible for carrier delays or delivery decisions, though we will always help guide customers through the claim process.
7. International Orders & Customs
Before ordering artwork that may contain replica objects or currency-style elements, please review your local import regulations.
If a shipment is rejected by customs and returned to us, the order may be refunded excluding shipping costs and customs fees.
8. Order Cancellations
If you need to cancel an order, please email info@denarvel.com before the order ships.
Once production or shipping has begun, cancellations may no longer be possible.
After delivery, return eligibility follows the policy outlined above.
Final Word
Thank you for trusting Den Arvel.
We don’t mass-produce.
We don’t warehouse art.
Each artwork begins production only after your order is placed, ensuring every piece receives the attention it deserves.
Every order matters to us — and we work hard to make sure your artwork arrives exactly as it should.
