FAQs
Product-Related Inquiries
Have a question? You're in the right place. Below you'll find answers to our most common enquiries.
1. Production Timeline
Your order will typically ship within 7–14 business days, excluding public holidays. Delivery times may vary slightly depending on the product category.
For bulk orders, please contact info@AetherCanvas.art to confirm your estimated delivery schedule.
Please note: Each piece is handcrafted to order — minor variations in brushwork and texture are a natural mark of authenticity.
2. Packaging Standards
All products are professionally packaged under AetherCanvas® protocols.
Pre-Shipment Confirmation: Before dispatch, we will send you photos or a short video of your item(s) for your approval. Delivery is arranged only after you have confirmed you are satisfied.
· Standard Packaging — Flat-packed in high-strength protective cartons, meeting rigorous standards for full transit protection.
· Wooden Crate Packaging — Art-grade wooden crates with international-grade reinforcement for large or high-value items, secured with compliant cushioning materials.
3. Order Modifications
Order details cannot be amended after shipment. For urgent changes, please contact support@AetherCanvas.art as soon as possible.
4. Order Cancellation
Non-custom orders may be cancelled before shipment. Once an item has shipped, or if it is a custom-made product, cancellation is no longer possible.
To request a cancellation, contact us at support@AetherCanvas.art or log in to your account to submit a cancellation request.
Shipping & Delivery
1. Shipping Timeframe
International orders are shipped via FedEx, DHL, UPS, or specialist art transport providers and typically arrive within 5–7 business days. Shipping is free worldwide.
Delivery times may vary depending on destination and customs clearance.
2. Duties & Taxes (DAP Terms)
The quoted price includes global shipping. However, you are responsible for any import duties, taxes, and related fees charged by your country's customs authority. These charges are not included in the price displayed on our website.
As import duties and taxes are determined by local customs authorities, we are unable to calculate or predict these amounts in advance. We strongly recommend consulting your local customs office before placing an order.
If a shipment is returned or destroyed because the recipient refused to pay applicable duties or taxes, the buyer assumes full liability. In such cases, shipping costs and any associated losses are non-refundable.
3. Restocking Fee — Undelivered Shipments
If your order has shipped and is returned due to a failure to take delivery on your part — including but not limited to unjustified refusal, failure to coordinate receipt, or incorrect/incomplete delivery information — a 20% Restocking Fee will be deducted from the item's value. The remaining balance will be refunded to your original payment method. As a gesture of goodwill, a designated amount of loyalty points will also be credited to your account. (See the AetherCanvas® Official Loyalty Points Policy for details.)
4. Delivery Information Updates
Deliveries follow the details provided at checkout. If you require a special arrangement for a surprise gift, please notify us in advance.
5. Shipping Insurance
All shipments are fully insured by AetherCanvas® at no additional cost.
Returns & Exchanges
1. Return Policy
Non-customised items may be returned for any reason within 30 calendar days of receipt. We will assist you throughout the process. The customer is responsible for the cost of return shipping.
Step 1 — Request a Return Authorisation (RA)
Before sending your return, you must contact us to request a Return Authorisation. Please email support@AetherCanvas.art or message our customer service team with your order number and item code. Returns sent without prior authorisation, or requests submitted after the 30-day window, may be declined.
When submitting your request, please include clear photos of the item showing:
· Overall views from the front, back, and both sides
· Close-up details (e.g., brushstrokes, texture, signature)
· The item in its original condition — undamaged and unused
· Good lighting, no flash, and no obstructions
Step 2 — Refund Processing
Once we have received and inspected the returned item, a refund will be issued to your original payment method within 5 business days.
Restocking Fee
If your order has shipped and is returned due to a failure to take delivery — including but not limited to unjustified refusal, unavailability at the agreed delivery time, or incorrect/incomplete shipping details — a 20% Restocking Fee will be deducted from the total item value. The remaining amount will be returned to your original payment method, and a designated amount of loyalty points will be credited to your account as a gesture of goodwill. (See the AetherCanvas® Official Points Policy for full details.)
2. Return Eligibility
Return requests are accepted only when all of the following conditions are met:
· The item is returned in its original condition with intact tags, original packaging, and proof of purchase.
· The item has not been altered or modified in any way.
· The item is not a customised or made-to-order product (custom items cannot be resold; thank you for your understanding).
· The item is unused and free from signs of wear, scratches, stains, or damage caused by improper handling.
AetherCanvas® reserves the right to decline returns that do not meet these conditions. Non-compliant items will not be returned or credited.
3. Damaged Goods Protocol
Step 1 — Delivery Inspection
Please inspect your item in the courier's presence upon delivery. If damage is found, ask the courier to note "Damaged Item" on the waybill and retain the package along with all packaging materials.
Step 2 — Damage Documentation
We offer a free replacement or full refund for items damaged in transit. Please send clear photos to support@AetherCanvas.art or contact our customer service team. Your photos should include:
· The full packaging, interior and exterior
· All damaged angles of the item
· The shipping label showing the tracking number
· Close-up details of the product damage
Once received, we will coordinate with the carrier promptly to arrange a free reshipment or full refund.
Special Circumstances — Contactless Delivery
If your package is left at your doorstep or a collection point without a courier present, please inspect the item immediately upon finding it. We strongly recommend recording an unboxing video as you open the package.
If you discover damage:
1. Proceed immediately to Step 2 — Damage Documentation above, or contact us directly at support@AetherCanvas.art.
2. Do not discard any packaging. Keep both the damaged item and all packing materials until the matter is fully resolved.
Miscellaneous
1. Payment Methods
We accept Visa, Mastercard, Discover, American Express, Apple Pay, Google Pay, PayPal, Klarna, and Afterpay.
2. Paying by Card Without a PayPal Account
1. Select "Checkout with PayPal."
2. Choose "Pay with Debit/Credit Card."
3. Enter your billing and card details.
4. Provide an email address for your receipt.
5. Click "Continue," then complete your order and payment on the AetherCanvas® checkout page.
3. International Taxes & Duties
Import duties or taxes may apply depending on your country's regulations. These fees are not included in your order total and are the recipient's responsibility. We are happy to assist with customs documentation but are not liable for any delays or charges incurred.
4. Contact Us
For any enquiries, reach us at info@AetherCanvas.art or via our online customer service.