Please read this returns policy carefully before placing an order with Green Fox Illustration. Many items are made to order, custom printed or personalised, so not every product can be returned simply because you change your mind.

Returns for eligible items

For eligible non-custom items, you have 14 days after receiving your order to request a return.

To be eligible for a return, the item must be in the same condition that you received it: unused, unworn, undamaged, with tags where applicable, and in its original packaging. You will also need your receipt or proof of purchase.

Items sent back without first requesting a return will not be accepted.

Non-returnable items

The following items cannot be returned or refunded unless they are faulty, damaged or incorrect:

• Custom commissions
• Pet portraits and dog portraits from photos
• Pub illustrations, home portraits or other bespoke artwork
• Personalised items
• Custom printed or made-to-order products
• Sale items
• Gift cards

Please check sizes, product details, spelling, options, framing choices and uploaded reference photos carefully before ordering. If you are unsure about anything, contact Madeleine before placing your order.

Custom printed and made-to-order items

Many Green Fox Illustration products are custom printed or made to order for each individual customer. These items are created especially for you and are not held as standard stock.

Because of this, custom printed and made-to-order items cannot be returned because of a change of mind, incorrect size selection, wrong colour choice, duplicate order, or because you no longer want the item.

Please double-check sizing before ordering. Clothing sizes may vary by product, so always check the size information on the product page or the international size conversion page before placing your order.

Commissions and personalised artwork

Commissioned artwork is created specifically for you from your photos, ideas or instructions. This includes pet portraits, dog portraits from photos, pub illustrations, home portraits and other bespoke watercolour commissions.

Once a commission has been started, it cannot usually be cancelled or refunded unless there is a fault or the finished item does not match what was agreed. If you need to cancel a commission, contact Madeleine as soon as possible. If work has already begun, a full refund may not be possible.

You can read more about the commission process on the How Commissions Work page.

Faulty, damaged or incorrect items

Please inspect your order as soon as it arrives. If an item is faulty, damaged, or you have received the wrong item, contact Madeleine as soon as possible at madi@greenfoxillustration.com.

Please include your order number and clear photos of the item and packaging. This helps the issue be assessed quickly and fairly.

If the item is confirmed to be faulty, damaged or incorrect, Madeleine will work with you to put things right. This may include a replacement, repair, refund or another suitable solution depending on the item and the situation.

How to request a return

To request a return, email madi@greenfoxillustration.com within 14 days of receiving your order.

Please include:

• Your name
• Your order number
• The item you want to return
• The reason for the return
• Photos, if the item is faulty, damaged or incorrect

If your return is accepted, you will be sent instructions on how and where to send your parcel. Do not send items back before your return has been approved.

Return postage

Unless an item is faulty, damaged or incorrect, the customer is responsible for return postage costs.

Please use a tracked service and keep proof of postage. Green Fox Illustration cannot be responsible for returns that are lost or damaged on the way back.

Refunds

Once your return has been received and inspected, Madeleine will let you know whether the refund has been approved.

If approved, your refund will be made to your original payment method. Please remember that banks and payment providers can take additional time to process and show the refund in your account.

Original shipping costs are not usually refunded unless the item was faulty, damaged or incorrect.

Exchanges

Exchanges are not guaranteed, especially for made-to-order or custom printed items.

For eligible non-custom items, the fastest way to get a different item is to request a return, wait for it to be accepted, and then place a new order.

Contact

If you have any questions about returns before placing an order, please contact Madeleine at madi@greenfoxillustration.com.