Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
PLEASE NOTE: At This Side Up, we strive for your complete satisfaction with our portrait creations. We have a refund policy in place to address specific situations:
- Damaged Package:If your product arrives damaged, please contact us immediately and provide proof of the damage (e.g., clear photos). We will gladly arrange for a return and provide a replacement or issue a refund.
- Unsatisfactory Preview Results:We understand that art is subjective, and we want you to love your portrait. If, after multiple preview iterations, you are still unsatisfied with the results, please reach out to us. We will work closely with you to find a suitable solution, which may include a revision or refund.
To start a return, you can contact us at support@thissideupstore.com
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. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@thissideupstore.com
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
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 on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thissideupstore.com.
Lost Product Guarantee
In the rare event that the courier shipping agent loses your product, we will start an investigation, most of the time is just a delay. Claims deemed an error on our part are covered at our expense. Feel free to contact us within 5-25 days after delivery approval for assistance regarding the lost product.
There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch." Keep in mind We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
Order returned to us
There are a few reasons an order can be returned to us but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by the customer. We would contact you to determine how you would like to proceed. If you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by the customer, or had an incorrect address originally provided.
If you have any questions or concerns regarding our return policy, please don't hesitate to contact our customer support at support@thissideupstore.com. We are here to assist you and ensure your satisfaction with our custom products.