Last updated: June 1, 2026
Each piece at Keller Illustrations is printed on demand specifically for your order. That keeps the catalog open-ended and lets us avoid unsold inventory — but it also means returns work a little differently than at a stocked store. Here’s how it works.
Damage or defects
If your order arrives damaged, defective, or different from what you ordered, email hello@kellerillustrations.com within 14 days of delivery with:
- Your order number
- A clear photo of the issue (and the outer packaging if there’s shipping damage)
- A short description of what’s wrong
We’ll reply within 2 business days. The standard remedy is a free replacement shipped to the same address, or a full refund to the original payment method — your choice. You won’t need to mail the damaged piece back unless we specifically ask you to.
Change-of-mind returns
Because each piece is made-to-order, we don’t accept returns for change of mind, accidental orders, or “didn’t match my couch.” Before you order, please double-check size, color (variations between screens and print are normal), and shipping address.
Cancellations
If you need to cancel or change an order, email us as quickly as possible. Production typically starts within 1–2 business days of checkout. If your order hasn’t been sent to the printer yet, we can cancel or modify it. Once the printer has started the job, the order can’t be cancelled.
Wrong address
Customers are responsible for the shipping address provided at checkout. If a package is returned to the printer because the address was wrong, we can re-ship to a corrected address at your expense (cost depends on size and weight). If the package is undeliverable and discarded by the carrier, we can offer a 50% credit toward a new order.
Lost in transit
If tracking shows your package as delivered but you can’t find it, please check with neighbors and your local post office. If it’s still missing after 7 days from the delivered-status date, contact us. We’ll work with the carrier and the print partner to either replace the order or refund it.
Refund timing
Approved refunds are processed through Stripe and typically appear in your account within 5–10 business days, depending on your bank.
Custom and commissioned work
Commissions are non-refundable once work has begun, except where the finished piece materially differs from the agreed brief. Commission terms are agreed in writing before the project starts via the commissions process.
Questions
Email hello@kellerillustrations.com with your order number and we’ll respond within 2 business days.