Shipping policy

Shipping, Returns & Refunds

WHAT IS THE COST OF SHIPPING?

Shipping costs are calculated at checkout based on your location.

For larger-sized artworks and international orders, shipping rates may vary. Customers are required to contact us for a custom shipping quote before completing their purchase.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Delivery to main cities will take place between 3 and 5 working days, while regional/outlying areas usually take 5-7 working days. The delivery time-frame depends on the logistics and your delivery location. If you need your order urgently please call us after placing your order, as we will do everything in our power to assist.

WHAT ADDRESSES DO YOU SHIP TO?

We only ship orders to physical addresses ( No post boxes ). Please make sure that the address that you choose for delivery is accurately captured, and that there is someone present to receive the parcel on your behalf if you are not there. We recommend using your work address for deliveries.   

Returns

Refund & Returns Policy

1. No Refunds on Original Artwork

We do not accept returns, refunds, or exchanges on any original artwork (custom-made or non-custom). All sales are final.

However, if your artwork arrives damaged during shipping or is not as described, you may be eligible for a return, refund, or exchange (see Section 3).

2. General Return Policy (For Non-Artwork Items)

For all other eligible items, we offer a 30-day return policy from the date you receive your order. To qualify for a return:

  • The item must be unused, in its original condition, with tags and packaging.
  • You must provide a receipt or proof of purchase.
  • Returns must be requested via info@purpleheartgallery.co.za before sending the item back.

📍 Returns sent without prior approval will not be accepted.

3. Damaged or Misrepresented Items (Exception for Artwork Returns)

If your order arrives damaged or significantly different from the description, you must contact us within 7 days of receiving it, providing clear photos of the issue.

✔ Eligible for a return or refund if:

  • The item was damaged during shipping.
  • The artwork or product is significantly different from the description or listing.

❌ Not eligible for a return or refund if:

  • You changed your mind about the purchase.
  • The artwork does not match personal expectations (e.g., color, size, style).

Once your return is approved, we will issue a refund, exchange, or store credit, as applicable.

4. Non-Returnable Items

The following items cannot be returned or refunded:

  • Original artwork (custom or non-custom) – All sales are final.
  • Perishable goods (e.g., flowers, food, plants).
  • Custom or personalized items (excluding damage/misrepresentation cases).
  • Personal care products (e.g., beauty, skincare).
  • Hazardous materials, flammable liquids, or gases.
  • Gift cards and sale items.

5. Exchanges

If you need a different item, please place a new order and return the original (if eligible).

6. Refund Process

  • If your return is approved, refunds will be processed via your original payment method within 10 business days.
  • Banks and credit card providers may take additional time to post the refund.

If you haven’t received your refund within 15 business days, please contact info@purpleheartgallery.co.za.

💡 By completing a purchase on our website, you acknowledge and agree to this Refund & Returns Policy.