Return Policy

At Coastline Charcoal each order is made based on the specifications you select and stock is not kept by the artist. Due to these reasons, returns and exchanges are not accepted. However, replacements or refunds will be issued for damaged or lost orders. Please keep reading for more details:

Damaged Prints

If your print or frame arrives damaged or defective in any way, a claim must be submitted to Coastline Charcoal via our conta ct form within 1 week after the print has been delivered. We will respond and ask for photos of the damage since our printer requires it to issue a replacement. There is no need to return your damaged print. In the event that your order arrives damaged, either a full refund or a replacement will be issued at no charge to you.

Lost In Transit

Orders are experiencing massive delays right now due to Covid and worker shortages as well as delays that are out of our control with mail couriers. If your order hasn't arrived within 2 weeks from the date your order shipped, please let us know via our contact form and we will look into it. Orders that are not delivered within 30 calendar days are considered lost in transit and once you let us know, we will issue either a full refund or a replacement at no charge to you.

Lost or Stolen Packages

Stolen packages are a national epidemic. Package thefts totaled 260 million in 2022, equivalent to one out of every 100 package deliveries.

Sadly, we are not responsible for your package if it gets delivered but goes missing or is stolen. To ensure your package makes its way to you please consider implementing one of the following strategies, even if just for the short term:

A Porch Lock Box is a simple solution that will protect your package deliveries for the long term.
If your business allows it, consider having the package sent to your place of work.
Rent a PO Box at UPS, USPS, or any of the companies that offer them. Most can be rented for a short term, either month-to-month or in 3-month increments.
We also suggest checking your credit card companies' coverage for stolen packages and using the best card when purchasing.
Installing security cameras on or around your home, specifically on your front door where most packages are delivered.

If you think your package has been stolen, it's best to check with your neighbors first. You can also leave a note for your mail carrier. They will be able to tell you where they left it. Last, give it some time. We've found that many packages show up after a few weeks.

Customs, Duties and Taxes

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Coastline Charcol is not responsible for these charges if they are applied and are your responsibility as the customer. Delays due to orders being held in customs are out of our control.

If your tracking information shows your package is stuck in Customs and you have not been notified, please contact your Customs office to inquire about the parcel. Unfortunately, we don't have any control over this as it depends on your country's import law.

Returns and Exchanges on Art Prints

By purchasing a fine art print you are committing to a conscious decision to purchase not just a print, but a fine art print that will be individually printed just for you and quality checked. Please take the time to carefully make your decision since prints cannot be returned or exchanged because they are made to order and the printing costs cannot be recovered. If the print does not match the expected product shown on our website due to an error on our end, we will offer to reship or refund the order. Photos will need to be submitted showing any defects (blurry, trimmed wrong, etc.)

Please DO NOT ship your item back to us as we won't be able to refund you (unless it was damaged in shipping and you contact us immediately) as items are often made specifically for you and a lot of time, money, and resources go into getting your order to you.

Returns and Exchanges on Original Paintings

By purchasing an original painting you are committing to a conscious decision to purchase a one-of-a-kind original painting that has been quality checked by the artist. Please take the time to carefully make your decision since originals cannot be returned or exchanged because they are susceptible to damage by being handled too much in shipping and the quality can be sacrificed in the possession of others.

Cancellations or Changes

If you decide to cancel or change your order after it is placed, please contact Coastline Charcoal to request a cancellation within 1 hour of placing your order. If your order has not been processed and fulfilled, your order will be canceled and refunded to your original method of payment. If your order has already begun fulfillment, it cannot be changed or canceled. Once you email us to request a cancellation or change, we will let you know the status of your order and if it can be modified.