Because of the uniqueness of our hand-crafted and custom-made frames and art, we have to deal with requests for returns, refunds and replacements on a case-to-case basis. Rest assured, however, that we are fully committed to your satisfaction and to our Delight Guarantee
. No matter what the issue, we are here to work with you to resolve it and to leave you smiling.
Please note that all the following items are final sale and ineligible for a return or refund:
- Limited-edition artworks
- Custom framed art prints
- Framed textile artworks
- International orders
- Items purchased during our Semi-Annual Sale or using another final sale discount code
Of course, all orders, including final sale orders, may be eligible for a replacement, if damaged in shipping or production. Please be sure to retain the original packaging your item was shipped in and contact us
within 5 days of delivery so we can make this right ASAP.
Important Returns Information:
- - All requests for returns, refunds or replacements need to be authorized by Underlyn, so please contact us to inform us of the reason you are considering a return.
- - Underlyn is not responsible for and does not reimburse shipping costs on any returns or exchanges, unless due to an error made directly by Underlyn.
- - Eligible items with a value of $50 or more must be returned using a trackable shipping method.
- - Pack your return well! Please hold onto your original packaging if you think you may be requesting a return. Any eligible item that is returned to us in damaged or unsellable condition will incur a 30% fee, taken out if the refund. If the Certificate of Authenticity is returned with damage, a refund or replacement cannot be processed.
- - Any items returned or sent back for a replacement without the original Certificate of Authenticity cannot be processed and will not be refunded or replaced.
- - All limited-edition art prints, custom framed art prints, framed textile artworks and international orders are final sale and ineligible for a return or refund.
- - Contact us within 5 days of delivery and let us know the reason you’re not satisfied with your order. We’ll do everything we can to help make it right ASAP.
- - When you contact us, please make sure to inform us of the email address used when placing the order, the order and product numbers, and customer name along with photos of the damaged item and packaging.
- - All authorized returns (of eligible items) must be received within 15 days of the original delivery date.
As always, please reach out
if you have any lingering questions. We’re here for you!