Last updated: 26 September 2026
Everything here is sold by Elle Montrose, 76 rue du Vertbois, 75003 Paris, France. If anything below is unclear, or you would rather just talk it through, write to elle.montrose@gmail.com and we will sort it out.
If you change your mind
If you are buying as a consumer in the European Union, you have fourteen days from the day you receive your order to change your mind, with no reason required. This is your right of withdrawal under French consumer law.
To use it, email elle.montrose@gmail.com within those fourteen days and tell us you are withdrawing from the purchase. Quote your order number if you have it to hand. You then have a further fourteen days from the day you tell us to send the print back.
Return postage is at your own cost. Please send the print back in its original packaging, or in packaging that protects it just as well, because we can reduce your refund if the print comes back damaged through careless handling or packing.
When the right to change your mind does not apply
The fourteen day right does not apply to work made to your own specification or clearly personalised for you, which in practice means commissioned portraits. Once a commission has been started to your brief, it cannot be cancelled for a change of mind. It does apply in full to the open-edition prints sold in this shop, even though each one is printed after you order it, because the artwork itself is not personalised to you.
Refunds
Once your return reaches us, or once you show us proof that you have sent it, we will refund you within fourteen days. The refund goes back to the card or payment method you originally used, and there is no charge for it.
We refund the price you paid for the print plus the cost of standard delivery. If you chose a faster or more expensive delivery option, we refund the standard rate rather than the premium you paid for speed.
If your print arrives damaged, faulty or wrong
This is handled differently, and it does not cost you anything. Email elle.montrose@gmail.com with your order number and a photograph of the problem, including the packaging if the parcel itself was damaged in transit. Please do this within thirty days of delivery so that we can raise it with our printer while the claim window is open.
We will send a replacement print free of charge, or refund you in full if you would rather. You do not need to return the damaged print unless we specifically ask. Nothing in this paragraph limits your legal rights.
Your legal guarantee
Separately from anything set out above, French law gives you a legal guarantee of conformity for two years from delivery, and a guarantee against hidden defects. These rights are free, and they apply whatever this page says.
Parcels that do not arrive
Prints are made to order and posted from within the European Union, so delivery usually takes a few days once production is finished. If tracking has not moved for a week, or your parcel is marked as delivered but is not with you, get in touch and we will chase it. If it is genuinely lost, we will reprint and resend it at no cost to you.
Cancelling before your print is made
Orders go into production quickly. If you email us soon after ordering and production has not yet begun, we can usually cancel outright and refund you in full without any return being needed. It is always worth asking.
Resolving a dispute
Please come to us first, at elle.montrose@gmail.com. If we cannot settle things between us, consumers in France can refer the matter to a consumer mediator free of charge, and consumers elsewhere in the EU can use the European Commission online dispute resolution platform.