ART | Shipping, Exchanges & Refunds

Couriers
Primarily shipped via Australia Post within Australia, with occasional use of other couriers such as Pack & Send or DHL, depending on the size of the artwork and international shipping requirements.

Shipping Rates

  • Paintings – Free standard shipping.
  • Prints – Shipping costs are calculated at checkout based on weight and size. Both standard and express shipping are available. Orders over $250 are covered by Isabella West.

Handling Time

  • Prints – Made to order; please allow 1 to 3 weeks for production and handling.
  • Paintings – Please allow 1 to 3 weeks for handling. This time ensures the sourcing of appropriate couriers and materials for safe shipping. Some paintings may require professional scanning before shipment.

Delivery Time
All orders are shipped from the Sunshine Coast, QLD, Australia.

  • Domestic Shipping – Please allow 2-10 business days.
  • International Shipping – Please allow a minimum of 10 to 25 business days for travel time, depending on your location. Kindly note some countries may require an additional 15 days for parcels to clear customs. Delivery time is subject to the chosen courier and destination country.

Customs Fees
Isabella West is not responsible for any customs fees or taxes that may apply upon arrival in your country. Any applicable fees are the responsibility of the buyer.

Missing Parcels
In the event that a parcel goes missing, please note that it may take some time to resolve the issue. Isabella West is not responsible for missing parcels. If necessary, we will help with making a claim with the courier. Please understand that once the product leaves our care, it is the responsibility of the courier, and any claims must be handled with them. If the courier rejects the claim, Isabella West will not be liable for any replacement or compensation.

Damaged Deliveries

At Isabella West, we take great care in packaging all artwork to ensure it arrives safely. However, in the unlikely event that your delivery is damaged during transit, Isabella West is not responsible for the damage. To assist with making a claim with the courier, please follow these steps carefully:

  1. Photograph the packaging before opening the parcel.
  2. Photograph the damaged artwork inside the parcel.
  3. Retain all packaging materials your items arrived in.
  4. Email the images to hello@isabellawest.com.au.

Isabella West will then contact you to assist with the process.

Please note that failure to follow these steps may result in your claim being rejected.

If damage is reported promptly and the correct process is followed, we will assist in making a claim with the courier. However, once the product leaves our care, it is the responsibility of the courier. If the courier rejects the claim or the proper procedure is not followed, Isabella West will not be liable for any replacement or compensation.

Returns & Exchanges Policy
Isabella West does not accept returns or exchanges on prints or original works of art (paintings) for change of mind.

Aging of Artwork
From the moment a painting is created, it begins to age. Over time, both the paint film and priming lose flexibility and may become brittle. Additionally, the expansion and contraction of the fabric support due to moisture changes may lead to cracks. While I use the highest-quality materials to minimize aging effects, I do not accept returns based on the natural aging of artwork.

Care Instructions

  • Do not hang artwork in damp areas, direct sunlight, or near heat sources (e.g., over a fireplace).
  • Professionally frame prints for the best preservation.