Each seller sets their own terms — where to read them, and how a return actually works.
Artmire is a platform of independent shops, not a single retailer. There is no one returns policy that covers everything here. Each seller writes their own, and it is theirs that applies to what you bought from them.
On every item page and on every shop page, in the expandable sections on the right:
A seller writes these once for their whole shop, so they are identical on every item they list. Reading them once tells you how that shop works for good.
Read them BEFORE you buy, not after. This is the single most useful minute you can spend on Artmire — the terms differ from shop to shop, and after the payment your options are whatever that seller wrote down.
The two are different situations governed by two different sections. An order that has not been handed to the carrier may be cancellable under the seller's Cancellations terms — and if you have changed your mind, saying so quickly gives you the best chance.
Once it has shipped, or arrived, you are in Returns & Exchanges territory instead.
Message the seller from the item, say what you want to do and why, and refer to the part of their policy you are relying on. There is no return button on Artmire — a return is an arrangement between you and the seller, and the message thread is where it is made.
Keep it in the thread rather than moving to private email. If it ever has to be looked at by us, that conversation is the only record of what was agreed.
The seller refunds you, by the route they set out in their terms. Artmire does not process refunds on a seller's behalf and there is no automatic reversal in your account — so agree with the seller what will come back, and when, before you send anything.
Return postage is a separate question from the refund itself, and again it is their policy that decides who pays it. Do not assume it is included.
That is not really a return — it is a problem with the delivery, and it is handled differently. Photograph everything, including the packaging, and tell the seller straight away.
If a delivery is late or goes missing
Write to us with the order, what the seller's policy says and what has been said in the thread, and our customer relations team will look at it.
A seller's published terms do not replace whatever rights you have under the consumer law of your own country, which can differ depending on where you are and whether the seller is a business or a private individual. If that matters to your situation, say so when you write to us.