Frequently Asked Questions
What is the return / exchange policy?
For detailed information, please checkout our return policy page.
All international orders and sales items are final.
How can I cancel my order?
Cancellations are possible within 4 hours after purchase. Please contact us using the contact form and let us know that you wish to cancel your order. After 4h, cancellations may not be possible anymore if the product has already gone into production.
If the product has already been shipped, then you will require to return the undamaged merchandise to us in order to be eligible for a refund.
When will I receive my order?
This depends on your delivery address and the shipping location. After your order is dispatched, you will receive a tracking code so you know exactly when your purchase will arrive.
For further information, check out our shipping page.
What are the shipping options?
Please check our shipping page for more information.
What are the international taxes, duties, etc. that I have to pay?
Depending on the geographical location of the shipping address, different shipping & import fees will be charged.
Customs and import fees of the destination country however ARE NOT covered by the purchase, and the buyer will be responsible for covering additional fees.
Depending on the policy of the destination country, different fees might be charged and calculated based on the total value of the ordered goods.
These charges are not covered by EverlineArt. Please inform yourself about the import and customs regulations of your destination country before ordering online. Items purchased in our online shop are shipped from the US & Latvia in Europe.
What do I do if I never received my order?
If you haven’t received your order in the expected timeframe, please check the tracking information for additional information.
If the package is marked as delivered, please check with your neighbors and local postal service first before contacting us. In most cases, packages are left with neighbors or family members.
If your order is lost in the post (this does unfortunately happen sometimes) and it is not the fault of the address, then we will issue ONE replacement order free of charge.
Claims must be submitted no later than 14 days after the estimated delivery date.
No refunds are given for packages lost in the post. We will issue replacements only.
My package was marked as “delivered”, but I haven’t received any. What should I do?
Here are steps to take in this case:
- Double-check your address on your order.
- Please wait up to 21 days. In many cases, the package shows up later, even though the tracking says otherwise.
- If after 21 days the package still hasn’t arrived, contact your neighbors.
- Go to your local post office. In the US, every post scanner has GPS audit, so the post office knows best where your package is and who was responsible for delivery.
- File a claim for lost packages with your local carrier.
Please keep in mind that every buyer is responsible for receiving the packages. If a buyer was not available during delivery, it is the buyer’s responsibility to contact the local post office to ask for proof of delivery and file a claim.
If a package was stolen, the buyer needs to file a stolen mail claim with the local police office for further investigation.
No refunds will be issued for packages marked as delivered.
What do I do if I received a defective order?
If an item is deemed faulty, we will issue a replacement completely free of charge to the address supplied when ordered.
Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received.
In order for us to arrange a replacement, we need you to take a detailed photo of the damaged goods and send it to us for inspection and arranging reshipment.
How do I make changes to an order I’ve already placed?
Simply get in touch using the contact form.
In many cases, we can make changes to your order within 12h. However, changes are not possible once your order is in process and prepared for shipping.
