Refund policy

EU Returns & Refunds Policy

Last updated: January 2026

This Returns & Refunds Policy applies to customers located in the European Union (EU) and is written in accordance with EU consumer protection laws, while also reflecting the made-to-order nature of products sold on ortolanaa.store.

Ortolanaa.store operates using print-on-demand fulfillment partners, primarily Printful and Wooacry. All physical products are custom-made after an order is placed.

Made-to-Order & EU Right of Withdrawal

Under EU consumer law, customers generally have a 14-day right of withdrawal. However, this right does not apply to:

Goods that are made to the consumer’s specifications or clearly personalized.

All physical products on ortolanaa.store are made to order and produced only after purchase. As such:

  • The EU right of withdrawal does not apply to our products

  • We do not accept returns or exchanges for change of mind, wrong size selection, or personal preference

  • Orders cannot be cancelled once production has begun

By placing an order, you acknowledge and agree that the item is custom-produced specifically for you.

Damaged, Defective, or Incorrect Items

If your item arrives:

  • Damaged

  • Defective

  • Misprinted

  • Significantly different from what you ordered

You are entitled to a replacement or refund, in line with EU consumer protection regulations.

How to Report an Issue

Please contact us within 30 days of delivery by emailing:

ortolanaa.store@gmail.com

Include:

  • Your order number

  • A clear description of the issue

  • Clear photos showing the problem

Once the issue is verified, we will arrange a free replacement or refund, following Printful and Wooacry’s resolution procedures.

Lost or Undelivered Packages

If your order has not arrived:

  • Check with your local post office or delivery service

  • Confirm the shipping address provided at checkout

If the package is confirmed lost in transit, contact us within 30 days of the estimated delivery date. We will assist with a claim through our fulfillment partner.

Refunds or replacements for lost packages are handled on a case-by-case basis and depend on carrier confirmation.

Incorrect or Incomplete Address

If an incorrect or incomplete shipping address is provided at checkout:

  • We are not responsible for packages that are lost or undeliverable

  • If the item is returned to the fulfillment facility, reshipping fees may apply

Please review your shipping details carefully before completing your order.

Returns

Because all items are made to order:

  • Returns are only accepted for damaged, defective, or incorrect items

  • Returns for sizing issues or personal preference are not accepted

Do not send items back without contacting us first. Unauthorized returns may not be processed.

Refunds

Approved refunds will be issued to the original payment method.

  • Refund processing times depend on your payment provider

  • Original shipping fees are non-refundable, except in cases of confirmed defects or fulfillment errors

Digital Products

All digital products sold on ortolanaa.store are:

  • Delivered immediately upon purchase

  • Non-refundable once downloaded or accessed

This is in accordance with EU regulations regarding digital content once performance has begun.

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 independent artists and made-to-order production at Ortolanaa 💖