Refund policy

Your 14-day right of withdrawal

If you live in the EU you may cancel your order within 14 days of receiving it without giving any reason (EU Directive 2011/83/EU and Portuguese Decree-Law 24/2014).

To cancel, email site@annalucasmaia.com with your order number and the items you are returning, before the 14 days end. We will reply with the return address and instructions.

Sending items back

• Return the items within 14 days of telling us you are cancelling.
• The cost of returning items is paid by you, unless the item arrived damaged or was not what you ordered.
• Please pack handmade and painted pieces carefully. You are responsible for any loss in value caused by handling beyond what is needed to check the item.

Refunds

We refund the full amount paid, including the standard delivery cost, within 14 days of receiving your cancellation. We may wait until we receive the items back (or proof you posted them) before refunding. Refunds go back to the original payment method.

Exceptions

Items made to your own personal specification (for example a custom commission) cannot be returned unless faulty.

Damaged or wrong items

If something arrives damaged or is not what you ordered, email us within 14 days with photos and we will replace it or refund you in full, including return postage. This does not affect your legal guarantee rights.

Snail Mail Art Club

Monthly subscriptions can be cancelled at any time from your customer account or by emailing site@annalucasmaia.com. Cancel before the 28th of the month to stop the next payment; letters already paid for will still be sent. The 14-day right of withdrawal also applies to your first Mail Club order.