I am extremely OCD with packaging so that you receive your order in the same condition it is dispatched. If, however, your item is damaged in the post or arrives with incorrect details (that differ from what you have provided) I will provide a refund or replacement.
Unfortunately, as many products are bespoke that include personalisation, I am unable to refund or exchange unless your item is physically damaged or there is an obvious spelling mistake on my part. In which case I will offer a replacement item or, if unavailable, an alternative or a full refund. I have had so few breakages over the years but understand it can happen regardless of how well I package them, especially when frames have glass. If only the frame is damaged and not the print I will send a replacement frame.
With damaged items, I require images as I like to investigate where and how breakages occur and as compensation claims with postal services.