Art travels a long way to reach you, and now and then a package has a bad trip. A corner gets crushed, a frame cracks, or the wrong item turns up. It is rare, but it happens to every company that ships physical things. What matters is how quickly and fairly it gets fixed. Here is exactly what to do, and what we do, if your Kiyo Arts order arrives in less than perfect shape.
The short version
- Keep everything, including the box.
- Photograph the damage and the packaging.
- Email Cameren@kiyoarts.com within 30 days of delivery with your order number and the photos.
- We review the claim and send return instructions. We pay the return shipping.
- Once the item is back and inspected, we refund your original payment method.
The rest of this post explains each step and answers the questions people usually have.
Step 1: Open it and check it straight away
Inspect your order the day it arrives, even if it is a gift you plan to wrap later. You have 30 calendar days from delivery to report a problem, and the sooner you tell us, the easier it is to sort out with the carrier. Look for:
- Canvas: dents or punctures in the surface, a cracked or warped frame, scuffed corners.
- Framed posters: a cracked acrylic cover, a split frame, or a print that has slipped inside.
- Posters: creases, tears or crushed edges from a bent tube.
- Tapestries, tees and desk mats: print faults, stains, holes or loose stitching.
- Pins and keychains: cracks, scratches or missing hardware.
Also check that it is the right design, size and colour. A wrong item counts the same as a damaged one.
Step 2: Take clear photos
Photos are what let us act quickly. Take them before you throw anything away:
- A photo of the whole item.
- One or two close-ups of the damage.
- A photo of the outside of the box or tube, including any dents, tears or wet patches.
- A photo of the shipping label.
Daylight near a window works better than a flash. If the fault is a print defect, include something for scale, such as a coin or a ruler.
Step 3: Email us
Send the photos to Cameren@kiyoarts.com with your order number in the subject line. A sentence describing what is wrong is enough. We reply within 1 to 2 business days. You can also reach us through the contact page.
Step 4: Return the item
Damaged or defective items need to come back to us. Once we approve your claim, we send return instructions, and Kiyo Arts covers the cost of return shipping. Please send the item back in its original packaging, which is why step one says to keep the box. Don't post anything back before you hear from us: a return that arrives without a claim attached is hard to match to an order.
Step 5: Your refund
When the return arrives, we inspect it and email you to confirm the refund. It goes back to your original payment method. Your bank or card provider may take 5 to 10 business days to show the credit, so the money can appear a little after our confirmation email.
What is and isn't covered
Every Kiyo Arts product is made to order for the person who bought it. That shapes the policy:
- Covered: items that arrive damaged, defective or incorrect.
- Not covered: change of mind, ordering the wrong size, or choosing a format you later decide against.
- No exchanges: we do not swap items for a different size or design. Clothing is custom made in the size you select, so please check the size options before you order.
- Not returnable: custom or commissioned pieces, and anything marked Final Sale.
Small differences in colour between your screen and the printed piece are normal and are not a defect. Screens are lit from behind and prints are not, so a print always looks slightly less luminous than it does on a phone.
What if the package never arrives?
If your tracking has not updated for 10 business days, email us. We will investigate with the carrier, and if they confirm the package is lost, we will send a replacement or refund your order. If the tracking says delivered but you can't find it, check with neighbours and anyone else at your address first, then get in touch.
What if only part of my order came?
That is usually not a problem at all. Different products are made by different production partners, so a canvas and a desk mat ordered together ship separately and often arrive on different days. Check your email for a second tracking number before you report anything missing.
How to avoid problems in the first place
- Double-check the address. A package can't be redirected once it has shipped.
- Measure before choosing a size. Our canvas size guide shows how big to go over a sofa, desk or bed.
- Be home, or choose a safe delivery spot. A large canvas left in the rain is the most avoidable kind of damage.
- Open large pieces carefully. Cut the tape, not the box, so a blade never reaches the surface of the art.
The full policy
This post is a plain-language walk-through. The official wording is in our Return and Refund Policy and Shipping Policy, and those pages are always the current version. If anything about your order is not right, email us. A real person reads every message.