FAQ's
Ordering
Can I change or cancel my order after purchasing?
Because prints are made to order, I am generally unable to make changes or cancellations once production has started.
If you need to update your order (e.g. shipping address correction), please contact me as soon as possible via email at jade@byjadeart.com.au with your order number included. I'll do my best to help where I can, but changes cannot be guaranteed.
What payment options do you offer?
I accept secure payment via Shopify Payments, Visa, Mastercard and PayPal. All payments are processed securely, and your order will only be processed once payment has been received in full.
Additional payment options may be available over time.
Print Quality & Details
Are the prints professionally printed?
Yes, all prints are professionally produced using fine art printing process to capture the detail, depth and tones of the original artwork as closely as possible.
Please note that colours may vary slightly due to screen settings and lighting, however, every effort is made to ensure the print reflects the original artwork accurately.
What paper are the prints printed on?
Prints are produced on premium, archival-quality fine art matte 308 gsm pure cotton rag which has been selected for its texture, detail and longevity.
Are prints signed?
Yes, prints are signed on the back of the print before dispatch.
Sizing & Framing
What sizes are available?
Sizes of A5 to A0 are available for purchase.
The Collectors Print is based on the size of the original canvas and replaces the A-size that is closest to the original canvas dimensions.
Do prints come framed?
Prints are sold unframed unless stated otherwise. This allows you to choose a frame style that suits your space. If you'd like framing advice, please reach out at jade@byjadeart.com.au.
How do I decide which size is best for my space?
Size Guide + Best Placement
- A5 (Mini Print) – 14.8 × 21 cm
Perfect for shelves, desks, bedside tables, or adding into a gallery wall. - A4 – 21 × 29.7 cm
Best for small walls, hallways, styling on a console, or a tight gallery wall. - A3 – 29.7 × 42 cm
Great as a statement piece in smaller spaces, above a desk, or layered with décor. - A2 – 42 × 59.4 cm
Ideal for bedrooms, entryways, or making the print a more noticeable feature. - A1 – 59.4 × 84.1 cm
Perfect for living rooms, wide walls, or above a buffet/sofa. - A0 – 84.1 × 118.9cm
The ultimate statement size, perfect for big open walls, tall ceilings and main living areas. - The Collectors Print
This print size mirrors the exact dimensions of the original painting on canvas - making it the most true-to-original way to own this work.
If you want the print to feel as close to the original artwork as possible, this is the one.
Processing & Shipping
How long does it take to process my order?
All prints are made to order and professionally produced. Orders are collected and packaged in-house before dispatch. Most orders ship sooner, however please allow up to 10 business days for dispatch.
How much is shipping?
Free standard delivery is available within Australia.
Any shipping costs (including express and international shipping) are calculated at checkout based on your location and the size of your order.
Will I receive tracking?
Yes, once your order has been dispatched, you'll receive a shipping confirmation email with tracking details (where available). Please allow a short period for tracking to update after dispatch.
What if I enter the wrong address?
Please contact me as soon as possible at jade@byjadeart.com.auwith your order number and the correct address.
I can't guarantee changes once an order has been processed and dispatched, so the sooner you reach out the better.
If a parcel is returned to me due to an incorrect or incomplete address, reshipping fees may apply.
International Orders
Do you ship worldwide?
Yes, I ship worldwide via Australia Post to 220+ international destinations, subject to service availability and any destination interruptions.
If your country is not available at checkout, please contact me at jade@byjadeart.com.au and I will confirm whether shipping is possible.
How much is international shipping?
International shipping is calculated at checkout based on your location and the size of your order.
Please note: International orders may be subject to customs duties, taxes or fees charges by your country. These are the responsibility of the customer.
What should I do if my tracking hasn't updated?
Tracking can take 24 - 72 hours to update after dispatch, especially during busy periods or for international shipments. If tracking hasn't updated after 72 hours, please contact me at byjadeart@gmail.com with your order number and I will assist.
How long does international shipping take?
International delivery times vary depending on destination and customs processing. AusPost's general estimates (between major metro areas) are:
- International Express: 3 - 6 business days
- International Standard: 5 - 10 business days
However, please allow up to 21 business days to receive your order.
Country-specific delivery estimates and service updates can be found via AusPost's international delivery guide HERE.
Please note, delays can occur due to customs. carrier network congestion or peak periods.
Returns, Refunds & Damages
Do you accept returns or exchanges?
Because prints are made to order, I do not accept returns or exchanged for change of mind or for ordering the incorrect sized print.
If your item arrives faulty, damaged or significantly not as described, please contact me and I will work with you to resolve it.
What if my print arrives damaged?
If your order arrives damaged, please email me within 48 hours of delivery at jade@byjadeart.com.au with:
- your order number
- clear photos of the damage
- clear photos of the packaging it arrived in (including the tube/mailer/box)
- a photo of the shipping label (if possible)
Please keep all packaging material until the issue is resolved, as carriers may require this for claims.
Once I review everything, I will organise the most suitable resolution as quickly as possible (replacement, refund or another appropriate solution depending on the circumstances).
What if I change my mind?
As prints are made to order, I do not offer refunds, returns or exchanges for change of mind (including ordering the wrong size or deciding you no longer want the print).
Please choose carefully before purchasing.
Contact & Support
How can I contact you?
You can contact me via:
- Email: jade@byjadeart.com.au
- Contact form: HERE
What information should I include when emailing?
To help me assist you quickly, please include:
- your order number (if applicable)
- a brief description of your enquiry
- photos (if your enquiry relates to damage or packaging)
How quickly do you respond?
I am a one woman show, but I will aim to respond within 3 business days.
During launches and busy periods, replies may take a little longer but I will always get back to you as soon as possible.