Shipping and returns
Last updated: [DATE]
How long it takes
Every Vello is made after you order it, so there are two clocks.
Creation: Your preview is usually ready within 1 working day. We interpret your photograph, a person checks the likeness, the hands, the eyes, the background and the signature, and we fix anything that is not right before it goes near a printer.
Production and delivery: Most Vellos leave the studio within 5 to 8 working days of your approval. Framed pieces and canvas usually take 8 to 14 working days. Delivery within the EU normally adds 2 to 7 working days, longer to islands and remote regions. These are guidance, not guarantees.
You will get an email when your artwork enters creation, another when your preview is ready for you to look at, another when it goes into production after you approve it, and another with tracking when it ships.
Larger sizes take longer and travel more slowly. A 50x70 framed piece is a serious object and it is packed like one.
Where we ship and what it costs
We ship from Spain to the twenty seven countries of the European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
| Destination | Unframed | Framed and canvas |
|---|---|---|
| Spain | 9 EUR | 14 EUR |
| European Union | 19 EUR | 24 EUR |
Delivery times are set out above, under How long it takes. These are guidance, not guarantees.
Prices on the site include VAT. Shipping is shown in full before you press the payment button, and nothing is added afterwards.
We do not ship printed artworks outside the European Union yet. If your address is somewhere else, the digital artwork is delivered as a file anywhere in the world, or write to hello@madebyvello.art and we will tell you honestly whether we can help.
Because we ship only within the EU, there are no customs duties or import taxes to pay on a Vello. If that ever changes we will say so on this page before you can buy.
If we are late
The estimates above are estimates, not promises, and we would rather tell you early than miss quietly.
If your artwork has not arrived within 30 days of the date we gave you, write to hello@madebyvello.art. You can ask us to deliver within a reasonable further period, and if we still cannot, you can cancel the order and we refund you in full.
Changing your mind
Every Vello is made to order from the photograph you upload. Personalised goods are excluded from the 14 day right of withdrawal under article 103.c of Spanish Royal Legislative Decree 1/2007, so we cannot take an artwork back simply because it is not what you hoped for on the wall. This is set out in full on the personalised goods notice and you confirm it before you pay.
Free cancellation until the work begins. You can cancel for a full refund at any point before the studio starts creating your artwork. The button is on your order page while that window is open, and it closes when the studio picks your order up.
If you ordered the wrong size or the wrong format, tell us immediately. If we have not started, we will change it and settle the difference either way.
If it arrives damaged
This is the part that matters, so here it is without conditions.
Until the parcel is physically in your hands, or in the hands of someone you nominated, the risk is ours. That is article 66 ter of Royal Legislative Decree 1/2007, and it means courier damage is our problem, not yours.
What to do:
- Photograph the outer box, the packaging and the artwork before you unpack anything further.
- Email hello@madebyvello.art with your Vello ID and the photographs.
- We remake your artwork and reship it at our cost.
We will usually not ask you to return the damaged piece. If we do, we pay for the return.
Please tell us within 14 days if you can, because that is the window couriers give us to make a claim. Missing it does not cost you anything: your three year legal guarantee is unaffected.
If something is wrong with the artwork itself
You have a legal guarantee of conformity of three years from delivery for physical artworks, and two years for digital files, under Spanish law. For the first two years, if you tell us something is wrong, it is on us to show it left us in good condition.
If your Vello is faulty, not what we described, or not what you ordered, write to us. We repair, replace or refund at no cost to you.
A likeness you accepted at preview, a colour shift within normal print tolerance, or a size you chose and now find small are not faults. We will still talk to you about them, and we will usually find a way to make it right.
Lost parcels
If tracking stops or the parcel is declared lost, we remake and reship. We do not ask you to chase the courier. That is our job.
Address mistakes
Check your address at checkout. If a parcel is returned to us because the address was wrong or nobody could receive it, we will reship once at our cost and after that at yours. If you spot a mistake before it ships, email us and we will fix it.