Returns & Refund Policy
All orders will receive an email notification of shipment along with a tracking number once your order has been processed.
Please confirm billing and shipping address when placing an order, as we are unable to reroute packages once they are sent to the carrier.
Due to the nature of custom work we are unable to accept returns.
Sale Items (if applicable)
Sale items are not eligible for return.
Damages and issues
Please inspect your order immediately. Contact us within 3 business days of delivery if your order arrives damaged. We carefully package all of our orders to provide protection in arriving to you safely. However once the items leave our studio we entrust their delivery to post carriers. If you order arrives damaged for any reason, please let us know and we will ship replacement items at no additional cost to you.
Returns for non custom order
1 Full exchange or returns are applicable for non custom orders within 7 days of delivery. Which means you have 7 days after the delivery of your item/s to request a return.
- To be eligible for a return, returned items must be shipped back in the same condition as they were delivered, unused, and in original packaging.
- To start a return, you can contact us at info at heylaurenlane.com. In your e-mail please include your name, order number, the reason for return, and any applicable pictures. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. You will have 7 business days to take your package to UPS or USPS after a return shipping label is e-mailed to you. Please email us with your order number to receive your return label and instructions.
- Please note that rush fees and shipping rates are non refundable and will be subtracted from the refund. Original paintings can be very costly to ship and therefore we can not offer a full return on these items. Please reach out if you have any questions.
- Currently only shipping inside the US. We look forward to opening our delivery options to our international friends soon.
- $4.95 flat rate shipping on standard shipping orders. (i.e. prints)
- If you need express shipping please select this option at check out.
- Packaging and standard handling can take 4-5 business days
- For commission orders fulfillment can take 6-8 weeks. Longer depending on client list. If you know you want to purchase a gift later in the year, please get touch ahead of time to hold your spot.
- If your order is urgent please notate this in the comments section on checkout and we will make sure it is in post as soon as possible. Please note for custom orders, a rush fee may apply.
Depending on the size of your order, rush orders can complete handling within 2-3 business days.
And are shipped via an express method. You will receive an email confirmation if your rush order is accepted and the timeline granted. In order to process the rush order as quickly as possible, please respond timely to our communication emails or calls.
Taxes are accessed based on your shipping location.
If you wish to cancel your order before it reaches production, please e-mail info at heylaurenlane.com with your name and order number. Please note, orders can not be cancelled for a full refund once it has reached production.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products and commissions (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded (minus the shipping charges) on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.