Shipping & Returns
SHIPPING
All orders are pending payment approval and merchandise availability.
Orders are processed Monday - Wednesday - Friday but are not processed or shipped on Saturdays, Sundays or holidays. Please note that orders received over the weekend and on holidays will be processed the following business day.
Please allow 2-3 business days for order processing for in-stock, non-pre-order items. Same day shipping does not mean same day delivery. We make the order available to the carrier on that or the next day and from there the carrier’s shipping time lines and delivery commitments rule. Once your package is in transit, please note that your order may be delayed due to inclement weather occurring along the shipment route, regardless of shipment method.
We are not responsible for these delays.
Please note that processing time does not allow for any issues that may occur during payment authorization. We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.
Please note that in order to keep our shipping prices low, we can not offer any tracking service outside of the European Union. Therefor the order status of your order may be ”on the way” until it arrives.
Orders from outside the European Union may be subject to tax on your behalf. Since international orders require to go through customs, this may delay the delivery time further.
Please refer to your local customs department for any inquiries regarding processing time in your country. In some cases it can take anything from a few weeks and in very rare cases up to several months for the package to come through.
Under no circumstance are we (Stain The Canvas or our team) held responsible for any delay caused by shipping couriers or customs - and any and all additional taxes and fees issued by the customs are Your (the customer's) responsibility.
As a customer, you are also responsible for writing your address information correctly upon ordering from our store. If a package gets lost due to incorrect address information, you will be financially responsible for both the order value and the shipping costs. Under no circumstance will Stain The Canvas refund any lost orders or shipping costs due to wrongful address information on your behalf.
DELIVERY TIME
EXPRESS DELIVERY
Italy — 2/5 business days.
Europe & UK — 5/7 business days.
Rest Of The World — 5/14 business days.
STANDARD DELIVERY
Italy — 5/7 business days.
Europe & UK — 5/14 business days.
Rest Of The World — 14/45 business days.
PRE-SALES / PRE-ORDERS
Please make sure always to check out the date of the shipping start day displayed on each product page. If an item is listed as pre-sale/pre-order we will write a ‘shipping start day’ in the description box. Note that every order containing at least one pre-sale/pre-order item will be shipped on the 'shipping start day'. If you wish to receive your items in two different times you must make two separate orders.
RETURNS
At the moment we only accepts returns in the following cases:
- The item you received is defective or damaged;
- The item you received is not what you ordered;
We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return. Please note that the shipping cost is non-refundable unless it has been proven to be an error on our account.
Any customs and import duties paid by the customer will not be refunded by us.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require your order number and proof of purchase.
THERE ARE CERTAIN SITUATIONS WHERE ONLY PARTIAL REFUNDS ARE GRANTED: (IF APPLICABLE)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
TOUR MERCH (IF APPLICABLE)
Unfortunately we are not able to refund and/or exchange an item bought at a concert.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at ohwlyent@gmail.com
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged.
SHIPPING
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.