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Shipping & Returns

Shipping Policy

At Lena Snow, we want you to fall in love with your chosen art pieces. If for any reason you change your mind or are not satisfied with your purchase, our return & exchange policy is designed to make the process simple and worry-free. 
 

Shipping Information

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  1. Shipping Within the EU:

    • The price of the artwork includes shipping within the EU.

    • All packages are insured and shipped via DHL, unless you specify a preferred shipping service during checkout.

    • A tracking code will be provided after dispatch so you can monitor the shipment.

    • Please allow up to 3 business days for order processing, packaging, and dispatch.​

  2. Local Pickup:

    • If you live near the Baden-Baden/Karlsruhe region, you may opt to pick up the artwork in person. To arrange a pickup, please contact me at [insert contact info] to schedule an appointment after purchase.

  3. International Shipping (Outside the EU):

    • For shipments outside the EU, additional shipping costs will be calculated at checkout.

    • Customs duties, import taxes, and other related fees are the buyer’s responsibility. These charges are determined by your country’s laws and must be paid upon delivery.

  4. Damage During Transit:

    • If your artwork arrives damaged, please contact me at artistlenasnow@web.de within 48 hours of receiving the item. Include detailed photos of the damage and the packaging.

    • As all packages are insured, I will assist in filing a claim with the shipping provider. However, I cannot assume full liability for damages incurred during transit. Insurance claims may require your cooperation, such as retaining the original packaging and damaged item for inspection.

 

Return Policy

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  1. Right of Withdrawal (EU Consumer Rights):

    • Under EU law, you have the right to withdraw from your purchase within 14 days of receiving your order, no questions asked.

    • To initiate a return, please contact me at [insert contact info] with your order details. I will provide instructions for returning the item.

  2. Return Conditions:

    • The artwork must be returned in its original condition and packaging.

    • The buyer is responsible for return shipping costs. It is recommended to insure the return shipment to avoid loss or damage during transit.

    • If the artwork arrives damaged during the return process, the buyer will be responsible for 50% of the damage cost, which will be deducted from the refund amount.

  3. Refund Process:

    • Once the returned artwork is received and inspected, a refund will be issued within 14 days. Refunds will be processed using the same payment method as the original purchase.

    • If the item is damaged during the return process, I will contact you to discuss the assessed damage and any deductions.

  4. Late Returns:

    • Returns initiated beyond the 14-day withdrawal period will not be accepted.

 

Additional Notes

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  • Ensure your shipping address is accurate at checkout. I am not responsible for delays or lost items due to incorrect or incomplete address information.

  • For any questions or concerns about shipping or returns, feel free to contact me at artistlenasnow@web.de

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