Refund policy
Last updated: August 3, 2026
Sometimes something arrives wrong. We understand. Here is how we like it done.
Start with an email
Email hello@knownelsewhere.com in the window that applies. Include your order number and what you need: a refund, a different size, or help with damage.
Change of mind or the wrong size
14 days from delivery. If the print is not right for the room, or you ordered the wrong size, email us in that window.
We will refund you, or help you order the size you meant. You cover return shipping. No restocking fee.
If the print has already been framed, installed, or damaged after it arrived, we may refuse a change-of-mind refund.
Damaged or incorrect
Email hello@knownelsewhere.com within 7 days of delivery. Include your order number, a line about what arrived, and photos of the full print, the issue, and the packaging. The shipping label helps if you still have it.
We will send another print or refund you. Return cost is $0 USD. No restocking fee.
Lost
If it has not arrived by the date we gave you, and tracking does not show a delivery, email hello@knownelsewhere.com. We will check with the carrier and the printer.
It is not lost if tracking already shows delivered to the address on the order, the carrier could not finish the address, or it is waiting at a pickup point. Write us anyway if you cannot find it. If it is lost in the mail, we will send another print or refund you.
Address and cancellations
Check the shipping address before you pay. If printing has not started, email us and we will try to change the address, or cancel and refund you. Once it is on press, we usually cannot.
If a parcel comes back because the address could not be delivered, you cover the carrier's return fee and any reprint we quote first. That is not a restocking fee.
Sending a print back
Wait for a note from us before you put anything in the mail. The address on the box is the printer, not our studio. A parcel sent there without our note may not reach us.
Return cost
- Change of mind or the wrong size: you cover return shipping. No restocking fee.
- Damaged, misprinted, incorrect, or defective, after we look at your photos: return cost is $0 USD. No restocking fee. If a return is needed, we pay the postage.
- Address that could not be delivered: you pay the carrier's return fee and the reprint we quote first. That is not a restocking fee.
Refunds
Refunds go to the card or method you used. Banks sometimes take a few extra days to show it.
Original shipping is included when the print was damaged, defective, or incorrect, or when the law asks us to.
Contact
Known Elsewhere