Shipping policy

Last updated: August 2026

Each Artexture Studio portrait is individually created to order. The total timeframe for your order includes both the creation of your personalised artwork and delivery after completion.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

AUSTRALIA-WIDE DELIVERY

Standard Australia-wide delivery is included in the listed price of every A4, A3 and A2 portrait.

Portraits are supplied unframed. Each finished artwork is carefully fixed, protectively packaged and accompanied by appropriate care instructions and studio documentation.

Additional charges may apply where a customer requests an alternative or specialised delivery service. Any additional charge will be confirmed before that service is arranged.

PRODUCTION BEFORE DELIVERY

Artexture Studio portraits are made to order and are not ready for immediate dispatch.

Physical charcoal portrait production begins after:

• Full payment has been received
• Suitable photographs and required information have been supplied
• The personalised Artwork Reference has been approved

Production estimates are provided in good faith and may vary depending on the size and complexity of the portrait, the number of subjects, customer response times, approved revisions and current commission demand.

The time spent waiting for photographs, information, revision instructions or Artwork Reference approval is not included in the production estimate.

If you require your portrait by a particular date, please contact Artexture Studio before purchasing. A requested delivery date cannot be guaranteed unless it has been confirmed by Artexture Studio in writing.

DISPATCH AND TRACKING

When your portrait is complete, it will be fixed, protectively packaged and prepared for dispatch.

A dispatch confirmation will be sent using the contact details provided with your order. Tracking information will also be supplied where tracking is available through the selected delivery service.

Delivery estimates begin when the completed artwork is dispatched, not when the order is placed.

Delivery estimates are not guaranteed arrival dates. Carrier delays, severe weather, service interruptions and other circumstances outside Artexture Studio’s reasonable control may affect delivery.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please contact Artexture Studio as soon as possible if the delivery address needs to be corrected. An address cannot always be changed after the parcel has been dispatched.

Artexture Studio is not responsible for additional delivery costs or delays caused by an incorrect or incomplete address supplied by the customer. Where possible, we will assist the customer in working with the delivery provider to resolve the issue.

If a parcel is returned to Artexture Studio because of an incorrect address, failed delivery or failure to collect it, the customer may be required to pay the reasonable cost of redelivery.

SAFE DELIVERY

Customers should provide a secure delivery location and monitor any tracking information supplied.

Where a carrier offers authority-to-leave or delivery-preference options, the customer should consider whether these are appropriate for an original artwork.

If a parcel is recorded as delivered but cannot be located, please check the delivery location, surrounding property, household members and any information left by the carrier before contacting Artexture Studio.

Artexture Studio will assist with an appropriate carrier enquiry where reasonably possible.

DELIVERY DELAYS

Production and delivery estimates are provided in good faith.

If Artexture Studio becomes aware of a significant production or delivery delay, we will contact the customer and provide updated information where available.

If Artexture Studio cannot supply an order within an agreed or reasonable timeframe, the customer will be offered an appropriate solution in accordance with the circumstances and the Australian Consumer Law.

A carrier delay does not automatically mean that a parcel is lost. Where necessary, Artexture Studio may need to complete the carrier’s investigation process before confirming the appropriate resolution.

LOST PARCELS

If tracking has not updated for an unreasonable period or a portrait has not arrived within the expected delivery period, please contact Artexture Studio with your name and order number.

Artexture Studio will make appropriate enquiries with the delivery provider and keep the customer informed of any available outcome.

If the parcel is confirmed as lost, Artexture Studio will provide an appropriate remedy, which may include replacement or refund depending on the circumstances and the customer’s rights under the Australian Consumer Law.

DAMAGE DURING DELIVERY

Please inspect the parcel and artwork promptly after delivery.

If the portrait arrives damaged, contact Artexture Studio as soon as possible and provide:

• Your name and order number
• Clear photographs of the artwork
• Photographs of the internal and external packaging
• A description of the damage

Please retain the artwork and all packaging while the matter is assessed. Do not return the artwork unless Artexture Studio provides return instructions.

Reporting damage promptly helps Artexture Studio submit a carrier claim, but it does not remove any rights or remedies available under the Australian Consumer Law.

Depending on the circumstances and applicable consumer rights, the appropriate remedy may include correction, repair, replacement or refund.

INTERNATIONAL DELIVERY

International delivery is not included in the listed portrait price and is not currently available through the standard website checkout.

International customers must contact Artexture Studio before purchasing to receive a personalised delivery quotation based on the destination, portrait size and packaging requirements.

The international delivery cost and estimated timeframe must be confirmed before the order is placed.

International customers may be responsible for customs duties, import taxes, clearance fees or other charges imposed by the destination country. These charges are not controlled by Artexture Studio and are the customer’s responsibility unless otherwise agreed in writing.

International delivery estimates may be affected by customs processing, local authorities and international carriers. Artexture Studio cannot guarantee customs clearance timeframes.

PACKAGING

All portraits are supplied unframed and packaged to protect the artwork during normal handling and delivery.

Customers should open the package carefully, follow the supplied care instructions and avoid touching or rubbing the charcoal surface.

Please retain the protective packaging until you have inspected the artwork and confirmed that it arrived safely.

CONTACT

For delivery questions, address corrections, damage reports or concerns about a shipment, please contact Artexture Studio through the contact details provided on this website.

Please include your name, order number and sufficient information for us to assess and respond to your enquiry.