Returns & Refunds Policy for Physical and Digital Goods on Ko-fi

Returns & Refunds Policy

Last updated: January 2026

This Returns & Refunds Policy applies to purchases made on ko-fi.com/ortolanaart and covers both physical items and digital downloads. Please read it carefully before completing your purchase.

General Information

  • Physical items are shipped using untracked letter mail unless otherwise stated

  • Delivery times can vary significantly depending on destination

  • Digital products are delivered electronically

By placing an order, you agree to the terms outlined in this policy.

Physical Items

Shipping Method & Delivery Timeframes

All physical items are shipped via untracked letter mail.

Because this shipping method does not include tracking:

  • Delivery may take up to 60 days or longer, depending on your location and local postal services

  • Delays are more likely for international addresses

  • Exact delivery dates cannot be guaranteed

We kindly ask customers to allow the full delivery window before contacting us about a missing order.

Returns & Refunds for Physical Items

We accept returns or refunds for physical items only under the following circumstances:

  • The item arrives damaged

  • The item received is incorrect

  • The item is defective

Returns and refunds are not accepted for:

  • Change of mind or buyer’s remorse

  • Incorrect address provided at checkout

  • Postal delays related to untracked letter mail

Missing or Delayed Mail

Because untracked letter mail does not provide delivery confirmation:

  • Orders are not considered lost until at least 60 days have passed since the shipping date

  • Customers must wait the full delivery period before requesting a replacement or refund

After 60 days, if your order has still not arrived, please contact us so we can review your case.

Resolutions for delayed or missing mail are handled on a case-by-case basis.

Reporting an Issue (Physical Items)

If your physical item arrives damaged, incorrect, or defective, please contact us within 14 days of receiving the item.

When contacting us, please include:

  • Your order number plus the name and address you provided on your order for verification

  • A clear description of the issue

  • Clear photos showing the problem

Do not return items without contacting us first. Unauthorized returns may not be accepted.

Digital Downloads

Digital Product Policy

All digital products sold on ko-fi and ortolanaa.store are:

  • Delivered electronically

  • Non-returnable

  • Non-refundable

Once a digital file has been delivered or downloaded, the sale is considered final.

Digital File Issues

If you experience technical issues accessing or downloading your digital purchase, please contact us. We are happy to help resolve:

  • Download errors

  • Corrupted files

  • Incorrect files sent

This support does not constitute a refund.

Refund Processing

Approved refunds:

  • Will be issued to the original payment method

  • Processing times depend on your payment provider

Original shipping fees are non-refundable unless the refund is due to an error on our part.

Contact Information

If you have questions about this policy or need assistance with an order, please contact:

Email: ortolanaa.store@gmail.com

Thank you for supporting Ortolanaa 💖

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