Refund policy

Refund & Exchange Policy

We want you to love your order, and we’re here to help if something isn’t right.
Please read the policy carefully—especially regarding custom items, which are not refundable or returnable.

Returns (Non-Custom Items Only)

We offer a 30-day return window for eligible non-custom products.
To qualify for a return, your item must be: In the same condition you received it, unused, unworn, and in original packaging, accompanied by your order number.

To request a return, email us at motleeillustrations@gmail.com with a brief description of the issue and photos if the item is damaged.

If approved, we’ll provide a return shipping label and instructions.
Items sent back without prior approval will not be accepted.

Custom Items (Important!)

All custom, made-to-order, or personalized items are FINAL SALE and cannot be returned, refunded, or exchanged.
Because each portrait is created uniquely for you, we cannot accept returns unless the item arrives damaged or defective.

If you have concerns about your custom portrait, please reach out—we want you to be happy with your artwork.

Damages or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us immediately at motleeillustrations@gmail.com with photos.
We’ll review the issue and make it right as quickly as possible.

Exchanges

For non-custom products only:
If you’d like to exchange an item, the fastest method is to complete a return (if eligible) and place a new order once your return is approved.

EU 14-Day Cooling-Off Period

For orders shipped to the EU: You may cancel or return non-custom items within 14 days for any reason.
Custom or personalized items are still non-returnable under this rule.

Refunds

Once your return is received and inspected, we’ll notify you of approval.
If approved, refunds are issued to your original payment method within 10 business days. If you haven’t received your refund after 15 business days from approval, email us at motleeillustrations@gmail.com.