Shipping

How long does shipping take?
• Australia: 2-4 business days
• Rest of the World: 6-10 business days

Framing

Are frames included with prints?
Yes, all artwork comes with the frame
• Framed artworks include a premium metal frame with a glass front.
• You can select your frame colour during checkout.

Artwork Delivery

How are artworks shipped?
• Framed artworks arrive ready to hang, professionally packaged to protect them in transit.

Tracking

How can I track my order?
• Once your order ships, we’ll send you a tracking link via email.
• If you don’t see it, check your Junk/Spam folder.

Contact

How do I reach you?
• Email us at admin@dieugenese.com
• Response time: Within 24 hours (Monday–Friday)

Cancellations

Can I cancel my order?
• Contact us immediately at admin@dieugenese.com before your order ships.
• Cancellations aren’t guaranteed once packing/shipping starts.
• AUD 30 cancellation fee applies.
• Orders cannot be changed or deleted once confirmed.

Returns and Refunds

What is your return policy?
• You have 14 days from receiving your order to request a return.
• Items must be in their original condition.
• You cover the return shipping cost.
• Refunds are processed within 14 days after receiving and inspecting your return.

Please note no returns on custom orders and change of design

How do I return an order?
1. Email admin@dieugenese.com to register your return.
2. Follow the instructions and address provided in our reply.
3. Ensure your return is well packaged.

Order Issues

I didn’t get my order confirmation
• Your email address may have been entered incorrectly, or the order didn’t go through.
• Contact admin@dieugenese.com before placing a new order to avoid duplicates.

My order is lost in the mail
• Report within 4 weeks of the estimated delivery date.
• We’ll replace lost orders after confirming the loss.
• If tracking says “delivered” but you haven’t received it, replacements are at your expense.
• We may ask you to confirm your shipping address and check with your local post office first.

Custom Orders

Do you offer custom designs?
Yes, contact us at admin@dieugenese.com with your idea for the custom artwork

Do you offer custom sizes?
No. Artwork is only available in the sizes listed on our website.