Refund policy

 

We know most of what we make is built to order — to your textile, your colors, your space. Because of that, we don't offer a blanket return window.

Archival Series commissions are final sale once production has begun. This isn't negotiable, since each piece is made to a single textile and can't be resold or repurposed. If you need to cancel before production starts, contact us at hello@acrylae.com as soon as possible.

Open Series pieces, including those with a custom add-on (brand logo, design extension, or personal message), are made to your specification at the time of order. If something isn't right, contact us at hello@acrylae.com and we'll look at it case by case — whether that's a defect, an error on our part, or something else. We'd rather talk it through than point you to a rigid policy that doesn't fit what actually happened.

To start any return or raise an issue, contact us at hello@acrylae.com with your order number. Please don't send anything back before reaching out — we'll confirm next steps first, including the return address if applicable.

Damages and issues

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

Exceptions / non-returnable items

Archival Series commissions are custom products — each piece is made to a single textile and a single room, to your specification. As stated above, Archival Series commissions are final sale once production has begun and are not eligible for return, refund, or exchange, except where required by applicable law.

Unfulfilled or defective items are not affected by these exceptions and remain covered under Damages and Issues above.

We do not accept returns on sale items or gift cards.

Exchanges

If you'd like a different size, edge color, or format, contact us at hello@acrylae.com — for Open Series orders this is often simpler than a formal return and re-purchase, and we're happy to work it out directly.

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, unused, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

If a return or replacement is approved after we've reviewed your case, we'll confirm the outcome by email. Approved refunds are issued to your original payment method, typically within 10 business days of approval. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund and you still don't see it, contact us at hello@acrylae.com.