Our items are shipped from international warehouses, so packages usually arrive at your doorstep between 12-30 days after you place your order (excluding custom printed kits). In extremely rare cases, it may take a bit longer. Factors such as bottlenecks in shipping and delays at customs may impact delivery time.
If your live in the United States, Canada, Australia or New Zealand and items take longer than 40 days to arrive, then we will fully refund the delayed items. And you get to keep them for free.
If you live in other countires than specified in the section above, and items take longer than 60 days to arrive, the we will fully refund the delayed items. And you get to keep them for free.
Custom printed orders will take longer because the painting has to be created by a designer and that takes some time. We also have to wait and print multiple orders at once to keep prices low. Allow 24-60 days for the custom printed kit to arrive to you. If a custom printed kit does not arrive in 60 days, we will do a full refund and you get to keep your order for free if it arrives after that.
You can expect to receive your package(s) through your local carrier (USPS if you are located in the US) once it passes through customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.
We are confident that there will be no customs fees. However, we are not responsible for customs fees or import duties. If any such costs are required, it is the buyers' responsibility to pay the balance.
Once your item has been shipped, a shipment confirmation email will have been sent to you. Click on 'View your order'. You will be taken to a page where you can check your order information and you will find a tracking ID there as well. Click on your tracking ID and you will be taken to a trusted 3rd party order tracking website where you can see the status of your shipment. If the website is displaying the information in a different language, tick the translate button in the bottom right corner. You can also track your package on our Track My Order page if you know your tracking ID.
Good news, this is perfectly normal! When your order is in transit and moving between countries, tracking will be very slow to update (the package(s) are on shipping containers in the middle of the ocean or high in the air in cargo planes).
When the item lands in the destination country, it will move very quickly to your doorstep and tracking will be more precise. You can track it by going to our Track My Order page.
My Lovely Paint By Numbers processes payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously. All payments are verified by Stripe to prevent fraud.
Absolutely. We offer a 30 days refund time from the date you receive your parcel. Read our Refund Policypage for more info. If you are unhappy with your order, we encourage you to email us directly on our website, so that we may resolve your issue with the product.
Contact us as soon as possible if you wish to amend your order. We usually ship items out within one (1) working day, so we cannot guarantee any changes will be made. It is your responsibility to ensure you check out the correct items and shipping info.
If you discover a fault, please contact us immediately (within 7 days of receiving your parcel) by email at email@example.com. All you'll have to do is include a picture of the faulty item and describe what the problem is. We will extend a full refund if you are eligible after item inspection. Please take a look at our Refund Policy for more information.
If your receive your paint by numbers kit and the canvas is wrinkled, don't worry. That happens sometimes because it needs to be rolled when shipped. It's easily fixed by ironing. If you are unsure how to do it you can go to our Tips & Trickspage or google ''Wrinkled canvas fix'' and follow the instructions.
We can't promise that the finished painting will look exactly like the images on our website. That's because all monitors show colours a bit different. And also because every painting is handpainted - every painter will paint a different looking painting.