Returns & Exchanges
Made to Order
Every Noilu artwork is produced to order, created specifically for you.
This means each piece is printed, framed, and packaged individually - not mass-produced or held in stock.
Because of this, we’re unable to offer returns or exchanges for a change of size, colour, or preference once production has begun.
Faulty or Damaged Items
If your artwork arrives damaged, defective, or incorrect, please contact us within 30 days of receipt at hello@noilu.com
Include your order number and clear photos of the issue - we’ll resolve it promptly with a replacement or refund at no cost to you.
We may request that the item be returned for inspection, but in most cases, a photo will be sufficient for verification.
Change of Mind or Size
Because each artwork is custom-produced to your order specifications, we’re unable to offer exchanges or refunds for change of size, frame finish, or design preference.
We encourage you to check measurements carefully before placing your order - size guides are available on each product page.
If you’d like to explore a different size after receiving your piece, please reach out - we’ll always do what we can to help, including offering a courtesy discount on a replacement order if appropriate.
Reporting a Problem
To report any issue, please email us at hello@noilu.com with:
Your order number
A short description of the issue
A supporting photo (if applicable)
We aim to respond within 48 hours and will confirm next steps right away.
Refunds
Once your return or replacement request has been approved, we’ll process your refund or dispatch your new artwork within 3–5 business days.
Refunds are issued to the original payment method only.
Legal Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
If a product is found to be faulty, not as described, or unfit for purpose, you are legally entitled to a refund or replacement.
A Note from the Studio
Each Noilu piece is designed, produced, and packaged with care - we want every experience to reflect that.
If something feels wrong, off, or unexpected, please let us know. We’ll always find a solution that feels fair and considered.
Thank you for supporting intentional design and independent creation.