Citadel Atelier works are not drawn from mass-produced finished inventory. Once your order is confirmed, your selected artwork, size and frame configuration enter production specifically for you.

Because our framed Museum Editions are made to order, we generally do not accept returns or exchanges for change of mind, including where a customer changes their preference regarding the artwork, size or frame after production has begun.

Please review your selection carefully before completing your purchase, including the artwork title, orientation, dimensions, frame choice, quantity and delivery address.

Product dimensions are stated on the relevant product page. We recommend measuring your intended wall or placement before ordering, particularly when purchasing one of our larger editions.

Colors can also appear slightly different across phones, monitors and other displays because of differences in screen calibration, brightness and display technology. Minor screen-to-print variation is not necessarily a product defect.

If your artwork arrives damaged, contact us as soon as reasonably possible after delivery at [email protected] .

To allow us to assess the issue efficiently, please include:

• Your full name and order number
• A brief description of the damage
• A clear photograph of the entire artwork
• Close-up photographs showing the damaged area
• Photographs of the frame where relevant
• Photographs of the external packaging, including any visible shipping damage
• A photograph of the shipping label where requested

Please retain the artwork and all original packaging until we have reviewed your claim. We may need this information to investigate the shipment with our production or delivery partners.

If you receive an artwork that is materially defective or materially different from the artwork, size or frame configuration stated in your confirmed order, contact us promptly.

Once the issue has been verified, Citadel Atelier will determine the appropriate remedy based on the circumstances and applicable law. This may include a replacement, reproduction, refund or another appropriate resolution.

You will not be required to pay for the correction of a verified production or fulfillment error attributable to Citadel Atelier or its fulfillment partners.

Where a replacement is approved, we may reproduce the same artwork, size and frame configuration originally ordered.

A replacement issued because of verified damage or production error does not create an additional collectible edition. Citadel Atelier may require confirmation that the damaged or defective work has been destroyed, rendered unusable, returned, or otherwise dealt with in accordance with our instructions before a replacement is completed.

This protects the integrity of our limited-edition system and helps ensure that replacement claims do not result in unauthorized additional copies remaining in circulation.

If you need to change or cancel an order, contact [email protected] immediately with your order number.

We will make a reasonable effort to accommodate your request if production has not yet begun. Because orders can enter production shortly after confirmation, however, we cannot guarantee that a cancellation or modification will be possible.

Once an order has entered production, it generally cannot be cancelled or changed except where required by applicable law.

We generally do not provide refunds or exchanges because you have changed your mind, ordered the wrong size, selected the wrong frame, decided the work does not suit your space, or no longer want the artwork after it has entered production.

This is because each framed work is produced specifically according to the configuration selected when the order is placed.

Where applicable law provides a mandatory cancellation, withdrawal or return right that applies to your purchase, those statutory rights will continue to apply.

Where Citadel Atelier approves a refund, the refund will generally be issued to the original payment method used for the purchase.

Once a refund has been processed by us, the time required for the funds to appear in your account is determined by your bank, card issuer or payment provider and may vary.

Unless required by applicable law, shipping charges, customs duties, import taxes and other third-party charges are not refundable where the underlying order was correctly produced and fulfilled.

Please do not return an artwork without contacting us first.

Because damaged and defective orders may be resolved differently depending on the circumstances, any physical return must be authorized by Citadel Atelier before it is shipped.

Items sent to an address without prior authorization may not be accepted or processed as a return.

If tracking indicates an unusual delay or your order has not arrived after the estimated delivery window, contact us with your order number.

We will review the available tracking information and, where appropriate, investigate the shipment with the relevant fulfillment or delivery partner before determining the appropriate resolution.

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an order cannot be delivered because the address supplied was incorrect or incomplete, contact us and we will review the available options. Additional production or shipping charges may apply if a replacement shipment is required.

If you notice an address error before dispatch, contact us immediately. We will attempt to correct it, but changes cannot be guaranteed once production or shipment has progressed.

A shipment that is refused, left unclaimed, or cannot be delivered after reasonable carrier attempts does not automatically qualify for a refund.

If a shipment is returned or otherwise becomes undeliverable, contact us so that we can review the circumstances and determine what options remain available.

International customers should review our Shipping & Delivery Policy before ordering. Customs duties, import taxes and other government or carrier charges may apply to certain cross-border shipments.

A customer's decision not to pay a lawfully assessed customs or import charge does not automatically convert a correctly produced order into a defective or refundable order, except where applicable law requires otherwise.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, warranty, statutory cancellation right or other legal protection that cannot lawfully be excluded or limited.

Customers in different countries or states may have additional rights under the laws applicable to their purchase. Where this policy conflicts with a mandatory legal right, the mandatory legal right prevails.

Email [email protected] and include your order number in the subject line.

Give us a clear description of the issue and include supporting photographs where the concern involves damage, a defect or an incorrect item.

We aim to respond to customer-care correspondence within 1–2 business days.