Refund policy

Return Policy

We want you to be satisfied with your purchase. If you need to return an item, please review the following guidelines.

Return Authorization Required

All returns must be approved by The Art Factory before they are shipped back to us. To request a return, contact us at info@artfactoryus.com.

Items returned without prior authorization will not be accepted and may be returned to the sender at the customer's expense.

Return Window

You must contact us within 30 calendar days of receiving your order to request a return.

Once your return is approved, the item must be shipped back within 5 business days unless otherwise authorized by The Art Factory.

Return Eligibility

To qualify for a refund or store credit, items must:

• Be unused and in new condition.
• Be returned in their original packaging.
• Include all original components, accessories, and documentation.
• Be accompanied by proof of purchase.

Returned items will be inspected upon arrival. Items that are damaged, used, incomplete, or not in resalable condition may be denied a refund or store credit.

If a return is denied due to its condition, the customer may request that the item be shipped back at their expense.

Return Shipping Costs

Customers are responsible for all return shipping costs.

The Art Factory does not provide return shipping labels for unwanted items, incorrect purchases, or buyer's remorse returns.

We recommend using a shipping service that includes tracking. The Art Factory is not responsible for returns that are lost or damaged during transit.

Restocking Fee

Approved returns are subject to a 10% restocking fee.

After inspection of the returned merchandise, customers may choose either:

• A refund to the original payment method, or
• Store credit issued as an electronic gift card with no expiration date.

Original shipping charges are non-refundable.

Damaged, Missing, Incorrect, or Defective Items

Please inspect your order immediately upon arrival.

Claims for damaged items, missing items, shipping shortages, incorrect products, or defective merchandise must be reported within 3 business days of delivery.

Claims submitted after this period may not be eligible for replacement, refund, or store credit.

Photos of the product, packaging, and shipping box may be required to process a claim.

Non-Returnable Items

The following items are not eligible for return:

• Henna paste and other perishable products
• Opened or used cosmetic, body art, face painting, or skin-applied products
• Custom-made or personalized products
• Special-order items
• Sale or clearance items
• Gift cards

Exchanges

We do not offer direct exchanges.

If you would like a different item, please request a return for the original item and place a new order once the return has been approved.

Abuse of Return Policy

The Art Factory reserves the right to refuse returns, refunds, or future orders from customers who repeatedly abuse the return process or attempt to use products prior to returning them.

These policies are intended to protect both our customers and our business and allow us to continue offering high-quality products at competitive prices.

U.S. Shipping:

FREE SHIPPING!! That's right, standard First Class mail is free with a minimum order of $150 within the United States! 

If you need your package sooner rather than later, you can opt to buy a faster service. See below for shipping times.

Priority Mail: 1-3 days - not guaranteed (depending on how far from Richmond Virginia you are)

Express Mail: 1-2 Business Days guaranteed (depending on how far from Richmond, Virginia you are):

**Any orders placed after 10AM will be processed the following business day, please note that when ordering.

If you need your order to be rushed, call us with your order number, we will do our best to help you get your items on time for your event.

**Please note that during high volume shipping times (holiday seasons) that USPS shipments can be delayed. We cannot be held liable for shipping delays for packages mailed on time.

International Shipping:

We are happy to ship your order outside of the United States via USPS, and we always include shipping insurance on every international order! Shipping times on international orders are a bit harder to track due to customs inspections, but if you need your order sooner than 4 weeks from the date of order, we strongly recommend Priority International or Express International.

Discounts:

If we are running a sale (as we often are) the coupon code will be sent your way via Email marketing or posted on our page. We often put the coupon code on the home page as well. Be sure to enter it on the checkout page in order to take advantage of discount. We cannot apply the coupon code after the order was placed.

Damages, Out of Stock, Problems with your Order:

Here at The Art Factory we do our very best to pack your orders with 100% accuracy, but from time to time mistakes do happen. If you notice a problem with your order, please contact us immediately with your order number and let us know what went wrong with your order. If you have a damaged item in your package, please take a photo and email it to info@artfactoryus.com. Issues of missing items or damages must be reported within 3 days of receiving your package.

If an item that you have ordered is out of stock and will not be in for several days, we will contact you and give you the following options:

1. Ship the rest of your order without the out of stock item
2. Wait on the out of stock item and ship your whole order when it arrives
3. Issue a refund for the out of stock item

If we do not hear from you we will ship your order without the missing item and then ship that item alone once it arrives.

Product Returns:
If you need to return your product for any reason other than damage or mistake on our part, we will happily provide you with store credit for the purchase price. In order to qualify for a store credit, you must contact us within 3 days of receiving your order, the items returned must be new and unopened, and the Art Factory will not be responsible for return shipping costs. Contact us at info@artfactoryus.com with any questions.