Art store policies
Below are our store policies. You may also visit our FAQ page for more information here. If you have any questions or concerns, please reach out to us and we will help.
Shipping
At Milan Art, we believe our customers deserve the very best in quality of art supplies and in customer service. It is our policy to fulfill all orders within 3-5 business days after an order is placed. Orders placed on weekends and a holiday will begin processing the next business day (Monday-Friday).
Shipping costs are dependent on the delivery location, box size, weight, type of items ordered, and tax/handling fees. Please know that prices and availability of certain services may fluctuate are subject to change without notice. Once the ordered item leaves our store, the delivery times may vary especially during the holiday season or special circumstances such as high order volume.
We utilize UPS and USPS, and Economy Rate for domestic shipping. However, please understand that the choice of courier and service may differ for your particular order. Transit times can vary per carrier are estimated only, not guaranteed.
Certain orders may require multiple shipments due to item size and weight or stock availability. Your tracking should reflect this under shipment details.
All packages shipped out of the USA must clear customs for the arrival country. Again, these are variables that make it difficult to estimate delivery times.
A tracking number is assigned once a package is shipped. Tracking updates may take between 24-72hrs+ to be updated by the carrier as your package moves through the system. Factors that can affect this timeframe may include but are not limited to the number of packages a carrier is dealing with, sorting facility procedures, transit logistics, improper scanning practices, and other uncontrollable events.
Shipping carriers may experience delays due to weather, customs processing, high shipping volumes, supply chain disruptions, or other unforeseen circumstances outside of our control. As a result, delivery times may be longer than estimated.
While we will always do our best to assist with shipping-related issues, Milan Art Store is not responsible for carrier delays, lost packages, or delivery issues once an order has been shipped.
Domestic Shipping
Depending on service type, Orders shipping ‘ground’ to the East Coast will normally arrive within 3-5 business days. Orders shipping to the West Coast will normally arrive within 7-10 business days. (United States). Processing timeframes do not include shipping timeframes with the mail carriers. Delivery timeframes are estimates, not guarantees.
***Customers shipping to Hawaii, Alaska, Puerto Rico and, APO-FPOs may have longer delivery times.***
Delivery Management
Customers can manage their deliveries by creating an account with couriers. Once packages are shipped, we are unable to make changes.
*couriers may differ from each country and order. Most popular couriers are shown.*
Customers are responsible for reviewing tracking updates and notices from mail carriers. Mail carriers might leave notices for undeliverable packages or hold them at their respective location for a small amount of time for pick up. If the package is not claimed within 7-10 days, this may result In the package being returned to the sender. Please contact your mail courier for assistance.
Shipping To Domestic Mail Center Or Access Point
If the customer chooses to have packages shipped to a mail center or access point, they are fully responsible for negotiating terms and pick-up arrangements. Milan Art Store is not liable for goods shipped to these facilities. Please contact the facility of your choice for their specific setup or shipping requirements.
International shipping
For orders shipping outside of the United States, we offer International Standard and International Express shipping options. Available services and delivery times will vary depending on the destination selected at checkout.
International Standard Shipping
International Standard is a value-based shipping option that uses a combination of couriers to deliver packages worldwide. The shipping carrier is automatically determined based on the final destination, and the recipient’s local postal service will typically complete the final delivery.
Delivery generally takes 1–3+ weeks, though transit times may be longer depending on the destination country, customs clearance, and other factors outside of our control.
Please note that tracking is limited with this shipping method. In most cases, the final tracking update will appear once the package arrives in the destination country.
With this service, packages are first consolidated and sent to a logistics processing center before being exported using the most suitable carrier for the destination country. Once processed, the package is transferred for international delivery.
*Carriers may include but not limited to Asendia, Passport - Priority Delcon, Global Post, Sendle, OrangeDS, and Aramex.
International Express Shipping
International Express shipping typically uses premium carriers such as FedEx, UPS, or DHL.* The shipping carrier is automatically determined based on the final destination and region.
Transit times may vary depending on the destination country, customs processing, and other external factors; however, most international express orders are delivered within approximately 5–7 business days.
Tracking is typically more detailed and updated throughout the shipping process when using International Express services.
Import Tax & Duty Policy
International Duties & Taxes
Please be aware that shipping fees paid at the time of purchase for orders outside of the United States do not include import taxes, customs duties, or additional fees unless otherwise stated during checkout through a Delivered Duties Paid (DDP) service. DDP service is not available for all destinations.
Certain countries or regions may still charge additional customs, brokerage, handling, or administrative fees that are outside of our control, even when a DDP service is used.
Customs authorities may also require the recipient to provide additional information, such as a tax identification number, national ID, or passport information, for clearance purposes. The customer is responsible for ensuring all required information is accurate, updated, and provided directly to customs authorities or the mail carrier when requested.
By placing an international order, you acknowledge and agree that you are responsible for any applicable import taxes, customs fees, duties, or related charges required by your destination country upon delivery.
All packages shipped out of the United States must clear customs in the destination country. Customs processing times and local carrier handling are outside of our control and may impact overall delivery estimates. These variables can make it difficult to guarantee exact international delivery times.
Tax ID
Failure to provide a Tax ID for certain countries may lead to issues at customs resulting in return or abandonment. Customers are responsible for re-shipment costs.
If you know you are in a country or region that requires this, please provide it to us so we can add it to your shipment. The current known countries where this process is required: are Brazil, Chile, China, Indonesia, South Korea, Taiwan, Turkey, and Saudi Arabia.
Click HERE for format examples.
Waybill and Custom Declaration documents CAN NOT be adjusted. Milan Art Store is not responsible for refused packages, delays, or losses due to non-payment of customs fees to international agencies. Milan Art Store is not held responsible for delays, losses in packages/items, and issues of the carrier or customs.
Please contact the mail carrier on the claim process for international shipping issues. We apologize for any inconvenience and thank you for understanding.
Shipping to a Freight Forwarder
If the customer chooses to have packages shipped to a freight forwarder, they are fully responsible for negotiating terms and payment of all duties. Milan Art Store is not liable for goods shipped to the forwarding facility. Please contact the freight forwarder for more details.
Shipping to an international mail center or access point:
If the customer chooses to have packages shipped to a mail center or access point, they are fully responsible for negotiating terms, duties, and pick-up arrangements. Milan Art Store is not liable for goods shipped to these facilities. Please contact the facility of your choice for their specific setup or shipping requirements.
More details on package forwarding Services
E-gift Cards
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Redeemable exclusively at Milan Art Store. Not valid for courses, workshops, or products hosted by the Milan Art Institute.
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Discount codes cannot be applied to the purchase of E-Gift Cards or Pre-orders.
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Cannot be used to purchase another E-Gift Card.
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No returns or refunds. All E-gift cards are final sale.
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E-Gift Cards are non-transferable.
- Funds are available immediately after purchase or when scheduled send date is provided.
Kits
Please know that kits are unable to be changed. Kits are sold as is. Items cannot be removed. Kits are put together manually, please allow time for processing. Please know kits may be updated periodically without notice.
Given the unforeseen circumstances that may arise out of our control such as supply shortages from manufacturers, items may vary in brand. Products will be substituted with similar supplies and may differ then what is displayed in the photo or details.
*PLEASE NOTE: Cleaning solvent & Galkyd artist medium are no longer included kits. You will need solvent to clean brushes each time you change colors. We recommend Eco-House Solvent, a non-toxic solvent alternative. Please see our recommendations page HERE
Graduation Certificates
Additional items are unable to be added with your certificate.
1 Certificate per person.
International Graduation Certificates are shipped with Worldwide Flat Rate. USA certificates are shipped via USPS/UPS or similar service.
The Outstanding Artist Prints
Each print is made to order with great care and attention to detail. Prints are fulfilled and shipped separately by Lumaprints. View the collection here
After the print is ready to ship, the shipping time will be based on your location. Note: external factors beyond our control may affect posted timeframes.
Estimated domestic shipping timeframes - Artist Prints
U.S. Orders: Ships via UPS, FedEx, or USPS.
Returns & replacements
Policy covers product damage or loss only with the appropriate documentation. All items are packed with care and inspected before shipment. Please report damages/missing/ issue with items within 30 days of delivery with photos (package and items) and lost packages within 30 days from shipment. Damage from usage by the end user is not applicable to the replacement policy. Reports after this time are not accepted.
*For claims, our shipping insurance may require customer assistance and information. Such information includes, statements, police report, and or an affidavit. *
*Lost packages are defined as lost in transit and not delivered. If your package has status of delivery, but you have not received, please contact the mail carrier directly for assistance and file missing mail claim.*
When reaching out to us, please include your order number, photos, and brief description of the issue. After we receive all required information we will follow our claims process.
Note: some items may not be eligible for refund. These include discounted, final sale, limited or customized or print on demand items (including artwork prints), and E-Gift cards.
Returns/Refunds outside of the USA are not available.
Shipping charges are not refundable.
Packages that are considered abandoned or refused are not refundable.
If an order is undeliverable and returned to sender, we can issue an e-credit or refund to the original payment method, minus processing and return fees. Please note, all items must be in re-sellable condition to be eligible for a refund/credit.
Unauthorized Returns
If you return an item without prior approval, we reserve the right to:
- Deny the refund entirely, or
- Issue store credit (e-gift card) at our sole discretion
Unauthorized returns may be returned to you or discarded.
We are not held responsible for missing items after custom inspection. If replacement is needed, please understand that the customer will need to pay for cost for international shipments.
Milan Art Store is not responsible for undeliverable or unclaimed packages. If re-shipment is needed, the customer will need to pay for cost and any additional duties. If you have any questions, feel free to reach out to us.
Print On-Demand Artwork
Please take a moment to check your order when it arrives. Our fulfillment partner, Lumaprints, takes great care in preparing and packaging your canvas to protect it from moisture and impact during shipping.
If your canvas arrives damaged or something isn’t right, please contact us right away (within 30 business days of delivery) with your order number, along with photos and a brief description of the issue—including images of the packaging. We’ll review everything as quickly as possible and work with you to make it right. Reports after this time are not accepted.
For lost orders, please allow time for delivery and tracking updates. If your order has not arrived, please reach out after:
- 15–30 business days from shipping (domestic orders)
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International shipments can take longer due to customs processing and local carrier handling. If your order hasn’t arrived, please allow up to 30–60 days from the shipping date before reaching out.
If tracking has not updated or your package appears delayed beyond the expected timeframe, contact us so we can investigate with the carrier. A package is only considered lost once it has been fully reviewed and confirmed by the shipping carrier. Reports after this time are not accepted.
Because our items are made-to-order, print-on-demand products aren’t eligible for returns or refunds. Once we’ve completed our review and all requested steps have been followed, we’re happy to offer a replacement or an e-gift card.
All items are considered final unless stated otherwise. No Exchanges. Orders cannot be canceled once shipment occurs.
Payment
Payment in full is required for all orders before the fulfillment process can begin. We accept credit or debit cards, PayPal, ShopPay, Afterpay and other 3rd party payment options. We do not accept split pay or multiple cards per transactions.
Payment options mentioned might not be available for everyone. Options are dependent on your country, region, and approval status with the 3rd party payment services.
Afterpay: Available in Australia, Canada, France, New Zealand, Spain, the United Kingdom, and the United States. **aka Clearpay in certain regions. See terms for complete details.**
Please reach out to ShopPay directly for assistance HERE and Afterpay HERE
Customers must confirm that payment is successful on their end for all transactions. Confirmation emails will be automatically sent after payment is submitted. System does not have ability to make multiple purchases in one transaction.
Discount codes/E-gift Cards must be entered before completing purchases. Codes/E-gift Cards are not able to be applied after payment is submitted.
Please know prices are subject to change without notice. Orders cannot be adjusted after payment is placed.
Unpaid Invoices: For certain orders or situations, an invoice might be required. Please know payment is needed for processing and fulfillment. Reminders will be sent to gather funds needed. Failure to provide payment will result in cancellation of order.
Fraud Prevention
Orders that are flagged as a risk of fraud will require verification, those who fail to provide proper details will be subject to cancellation. Customers who would like to place a new order may reach out to us to confirm their legitimacy. Proof will need to be given in multiple formats such as but not limited to a copy of your drivers license (customer selfie photo holding ID), a utility bill or similar, banking or payment account details, and statement confirm you completed the order.
Validation will be requested from Real ID/GetVerdict on behalf of Milan Art Store. All documents will be processed through a secure and encrypted method.
These standards are in place to protect all our customers and our business. We apologize for any inconvenience or confusion and thank you for the understanding.
Pre-orders
All pre-orders will be processed per policy guidelines and shipment service chosen at checkout. Your purchase is your agreement to our terms and policy.
- Payment method is charged at the time of purchase. Payment method cannot be updated after order is placed.
- We ship complete kits only. If you are in the need of a different product, please place a separate order.
- Items will ship in the order they are received once stock is replenished.
- Customer will be notified via email automatically when their pre-order ships.
- If you finance your purchase with ShopPay, your first payment is due approximately two weeks after your purchase is finalized. Please note that due to extended delivery times (such as Pre-Orders), your loan payment(s) may be due before you receive your purchase. Contact ShopPay directly with questions regarding your payment plan and account.
- Afterpay collects the first installment from the customer immediately, and the next installment either 2 weeks or 1 month after, depending on the payment schedule which varies by customer country. Please note that due to extended delivery times (such as Pre-Orders), your loan payment(s) may be due before you receive your purchase. Contact Afterpay directly with questions regarding your payment plan and account.
