Shipping and Returns Policy
How long will my order take to arrive?
We work hard to prepare and ship your artwork as quickly as possible.
Spain & Europe: Orders generally take approximately 3–7 business days to arrive after leaving our studio.
International Orders (Outside Europe): Please note that international shipments may take longer, up to 1 month (approx. 30 days), due to customs processing, international logistics, and local border controls beyond our control.
Can I return my order?
We want you to be completely satisfied with your purchase. If your artwork is not what you expected, you have 14 calendar days from the date you receive it to request a return.
Important Notice for International Buyers: Return shipping costs, including international freight, insurance, customs duties, and import taxes, are strictly the customer’s responsibility and can be quite high. We strongly encourage international buyers to review all artwork details, dimensions, and descriptions carefully before placing an order to ensure complete confidence in their purchase.
Please Note: Custom, personalized, or made-to-order artworks are exempt from the right of withdrawal and cannot be returned, as indicated in the description of the specific product.
To be eligible for a return, the artwork must show no signs of handling, display, or damage, be in perfect condition, and be returned in its original protective packaging, including all contents, certificates of authenticity (if applicable), and materials.
Once Pourcer has been notified of the return request, the customer must complete the return process within 7 business days, unless exceptional circumstances apply and are duly justified.
How to Request a Return
To proceed with a return, please follow these steps:
Notify Us: Contact Pourcer by email at sales@pourcer.com within 14 calendar days of receiving your order.
Receive Return Address: We will provide you with the address to which the artwork must be returned.
Ship the Artwork: You must return the product using a tracked courier service of your choice. Return shipping costs, including any international customs duties, fees, or taxes, are the responsibility of the customer, unless the return is due to an error made by Pourcer.
Package Identification: The package must clearly include your full name and the relevant order number.
Shipping Window: The return shipment must be sent within a maximum of 7 days from the date you receive the return instructions. If this period is exceeded, Pourcer reserves the right to reject the return and send the package back to you.
Inspection and Refund: Once the returned artwork has been received and inspected, and provided it is in perfect condition, the refund will be issued. The refunded amount should appear in your account within approximately 1–7 business days, depending on the banking institutions involved.
If the returned package does not reach our studio, Pourcer cannot be held responsible for issuing a refund.
What if I discover a defect or damage in my order?
All artworks and products are carefully inspected and packaged before leaving our studio to ensure they arrive safely.
However, if you discover any defect or damage caused during transit upon receiving your order, you must notify us within 72 hours of delivery by emailing sales@pourcer.com.
Please include:
A detailed description of the issue.
Photographs showing the damage or defect.
Photographs of the outer packaging (especially if it shows visible courier damage).
This will allow us to assess the situation and arrange an appropriate solution. The product must not be used or displayed after the defect or damage has been identified.
After this 72-hour period, Pourcer cannot be held responsible for visible defects or damage reported for the first time.
Important Notice: Any customer submitting a claim for a defective or damaged product assumes responsibility for the accuracy of the information provided. Pourcer reserves the right to take appropriate action in cases of bad-faith claims or fraudulent conduct, including any legal consequences arising therefrom.
Need help?
Contact us at sales@pourcer.com for questions related to refunds and returns.