Thank you for supporting my small art business. Each item is packed with care, and I want you to be happy with your order. Please read the policy below before purchasing.
Digital products
All digital products are non-refundable and non-returnable once the files have been delivered or downloaded.
Physical products
Due to the nature of art and print products, returns and refunds are not accepted for change of mind.
However, if your order does not arrive, arrives damaged or incorrect, I am happy to help.
Damaged items
If your item arrives damaged, please contact me within 7 days of delivery with:
Your order number
Clear photos of the damage and packaging
Once reviewed, I will offer one of the following:
A replacement (subject to stock availability)
A partial or full refund
Lost or delayed mail
I am not responsible for delays caused by postal services, customs, or incorrect shipping addresses provided at checkout. If you are located outside Malaysia, please give up to 2 months for the mail to arrive especially for more rural addresses.
If your order appears lost, please contact me and I will do my best to assist.
Shipping costs
Shipping fees are non-refundable, except in cases where an error was made on my end.
Contact
For any issues or questions, please contact me via ortolanaa.store@gmail.com and include your order number.
Thank you for your understanding and for supporting independent art 💛