Customer support

At Chelsea Lee Art, we are dedicated to delivering high-quality products and ensuring a positive customer experience. However, as a newly launched business, we must protect ourselves from misuse, including fraudulent return claims, subjective dissatisfaction, and harassment. This policy outlines the terms under which returns, refunds, and replacements may be processed.


1. General Policy

1. Custom-Made Products

All custom-made items (e.g., prints, artwork, and other made-to-order items) are non-refundable and non-exchangeable, except where the item is proven to be faulty or damaged upon arrival.

2. Non-Custom Products

For non-custom products (e.g., books, colouring pens), returns will only be accepted if the item is faulty.

3. Change of Mind

We do not accept returns or cancellations for items where the customer has changed their mind or decided they no longer like the product. To ensure customers are fully informed before making a purchase:

• We provide detailed descriptions and images of all our products.

• Chelsea Lee Art also has an active presence on TikTok, where products are regularly showcased by Chelsea Lee Art herself. Customers are encouraged to ask any questions about our products before making a purchase.

4. Incorrect Orders

If the wrong item is received, we will arrange for a replacement once the claim has been verified.


2. Faulty or Damaged Items

If you believe an item is faulty or was damaged in transit, please follow these steps:

1. Contact Us

Email us at [email protected] within 14 days of receiving your order.

2. Provide Evidence

You must provide:

• The order number

• A detailed description of the issue

• Clear photos showing the fault or damage, including the packaging

3. Inspection and Review

We will review your claim and respond within 2-3 business days. Claims without sufficient evidence will not be processed. If the claim is approved, a replacement or refund will be issued.

4. Shipping Damage

For damage caused during shipping, customers must notify us and the courier service immediately upon receipt. A photo of the packaging and item must be included.


3. Claims Safeguards Against Fraudulent Activity

1. Quality Assurance

Every item is carefully inspected before leaving our premises. We maintain detailed records, including photos of custom-made items, to ensure that all products are sent out in perfect condition.

2. Verification

Claims for refunds or replacements are subject to thorough verification. Falsified claims, including manipulated images, will be denied, and further abusive activity may result in account restrictions or legal action.

3. Repeated Claims

Customers with repeated return requests or patterns of misuse may be flagged for review. We reserve the right to refuse further claims from individuals engaging in abusive behaviour.


4. Returns and Refunds for Non-Custom Products

1. Eligibility

Non-custom products (such as books and colouring pens) may only be returned if they are proven to be faulty. Items must be unused, in their original condition, and returned within 14 days of delivery.

2. Exclusions

Returns will not be accepted for items that:

• Shows signs of use or wear

• Were purchased in error (e.g., incorrect size or colour selected by the customer)

• Are returned due to a change of mind or personal preferences

3. Return Shipping

If a return is approved, customers are responsible for return shipping costs unless the item was faulty or incorrectly supplied.


5. Shipping and Delivery for High-Value Items (Original Artwork)

1. Insured Shipping

For high-value items, such as original artwork, insured shipping within the UK is included in the price of the product.

2. Delivery Process

These items are carefully packaged and dispatched using trusted couriers. The delivery is insured, tracked, and requires a signature upon receipt to ensure the safe handling of your artwork.

3. Transit Damage

In the unlikely event of damage during transit, please contact us immediately at [email protected] with photographic evidence of both the packaging and the item. We will liaise with the courier and insurance provider to resolve the issue.


6. Harassment and Misuse of Returns Policy

1. Abusive Behaviour

Harassment, trolling, or abusive language towards our staff will not be tolerated. Individuals engaging in such behaviour may have their accounts or access to our website restricted.

2. Fake Returns and Fraud

We take misuse of our returns policy seriously. Attempts to claim refunds or replacements for non-existent faults or damages will be flagged. Customers submitting fraudulent claims may be reported to authorities or banned from future purchases.


7. Order Cancellations

1. Custom Products

Orders for custom-made products cannot be cancelled once production has begun.

2. Non-Custom Products

Orders for non-custom products can be cancelled prior to dispatch. Please contact us immediately at [email protected] if you need to cancel your order.


8. Statutory Rights

This returns policy does not affect your statutory rights under UK consumer protection laws.


9. Transparency and Customer Confidence

We strive to provide complete transparency to help customers make informed purchasing decisions.

1. Detailed Product Descriptions

All products include accurate descriptions, dimensions, and images to set clear expectations.

2. Live Demonstrations

Our TikTok platform provides live product demonstrations where customers can ask questions before making a purchase.

3. Pre-Purchase Assistance

Customers are welcome to reach out to us at [email protected] for any product-related questions before placing an order.


10. Fraud Prevention and Abuse Policy

1. Verification of Claims

All return and refund claims are thoroughly investigated, including a review of production records, shipping details, and photos.

2. Flagging Abusive Behaviour

Customers engaging in fraudulent claims, trolling, or harassment will have their access to our website restricted.

3. Legal Action

Fraudulent claims or abusive behaviour may be reported to the relevant authorities for investigation.


11. Contact Us

If you have any questions or concerns regarding this policy, please contact us at [email protected] . We aim to respond to all inquiries within 2-3 business days.