FAQS

Yes. Each artwork is painted by hand on canvas, with natural variations that make every piece individual.

Hand-painted artworks have natural variations. Before dispatch, we send clear photos and videos for your review, make adjustments free of charge based on your feedback, and ship only when you are satisfied.

Yes. Email art@aurlona.com with your preferred size, colors and reference images so we can discuss your artwork.

Framed and stretched canvases are ready to hang. Rolled canvases need stretching or framing before display.

Painting typically takes 3–7 business days. Some pieces need a little longer: oil and acrylic paints need time to dry naturally, and heavily textured canvases cannot be rushed. Shipping takes a further 4–8 business days. From order to delivery, please allow approximately 2–3 weeks.

Yes. We offer free standard shipping worldwide, included in the product price.

Rolled canvases travel in a protective hard tube. Framed and stretched artworks are carefully wrapped and secured in a reinforced box or wooden crate.

Yes. Transit insurance is included at no extra charge.

We email your tracking number and tracking link within 2–3 business days after dispatch.

For U.S. orders, AURLONA covers duties and taxes. For other destinations, customers are responsible for applicable import duties, taxes and customs charges.

Standard orders may be returned within 30 days of delivery. Email returns@aurlona.com with your order number and the artwork you wish to return before sending it back. Items must be unused, in their original condition and packaging. Buyers cover return shipping and applicable re-import customs charges for non-quality returns. Personalized commissions follow our Custom Commission Policy.

Before dispatch, please email returns@aurlona.com as soon as possible to request a change or cancellation. Once the artwork has been handed to our shipping partner, the order can no longer be changed or canceled. If you wish to return it, please follow our 30-day return process after delivery.

If your artwork arrives damaged, please email clear photos of the damage and packaging, together with your order number, to returns@aurlona.com within 48 hours of receiving your package.

Our team will provide complimentary after-sales support. Once the damage is confirmed, we will arrange a free replacement or a full refund.

Photos are essential. They help us work with the carrier on the claim and refund the full canvas price and return shipping costs.

Before painting begins, you may cancel for a full refund. Once painting has begun but before dispatch, we refund 90% and retain 10% for the artist’s costs. After dispatch, personalized commissions cannot be returned, exchanged or canceled for personal reasons. Damage, quality issues or significant differences from the approved artwork remain covered.

Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time.

For artwork advice and general questions, email art@aurlona.com. For cancellations, returns or refunds, email returns@aurlona.com.