Refund policy

Returns & Replacements Policy

Each item from The Glen is printed specially for you when you place your order. Because every piece is made to order, returns and exchanges are not accepted once printing has begun.

We take great care to ensure your artwork and books arrive in perfect condition. If your item arrives damaged or defective, please email hello@victoriabeata.com with your order number and a photo of the damage and package. We’ll arrange a replacement straight away.

This made-to-order approach helps us reduce waste and ensure that each print, book, and card is created uniquely for you — a sustainable way to bring the magic of The Glen to life.

Thank you for understanding, and for supporting small, independent creation.

We absolutely guarantee your satisfaction and that your order will arrive in perfect condition. Defective and damaged items will be immediately replaced. This does not affect our statutory rights under Distance Selling Regulations.

Why No Returns?

Each artwork is made to order, so we do not hold inventory or resell returned items. This approach helps us reduce waste and offer you unique, personalised products. We appreciate your understanding and support for this sustainable practice.

Damages and issues

If a product is damaged in transit, we will replace it. We will ask for images of the packaging and the item and the damage so we can supply them to the shipping service to cover the insurance.

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
We don't offer exchanges.

European Union 14-day cooling off period.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded using your original payment method within ten business days. Please remember that it can take some time for your bank or credit card company to process and post the refund, too.

If more than 15 business days have passed since we approved your return, please contact us at hello@victoriabeata.com