Prices may display in your local currency; checkout is processed in EUR

Orders can be cancelled or modified only before production starts. Email us as soon as possible.

Yes, you can check out without creating an account.

Not at this time, but we plan to introduce gifting options in the future.

Inside the EU, prices include VAT and no import duties are charged. Outside the EU, your country may charge local taxes/duties on delivery.

Printed to order in 2–4 business days. Delivery times: DK/EU 3–7 business days; US/CA 5–10; UK 3–7. Tracking is sent when your order ships.

We ship globally, except to a few restricted regions.

No. Free standard shipping worldwide.

You’ll receive a shipping confirmation and tracking number once your order is dispatched (typically within 24–48 hours of order).

Please contact us within 30 days of the shipping date. We will investigate with our fulfillment partner and offer a solution (replacement or refund).

No. All prints are sold unframed.

FSC®-certified, museum-quality matte 250gsm paper. Eco-friendly packaging; we encourage using a second-hand frame.

We currently offer sizes and paper types listed on each product page. Custom requests may be considered in future.

Not yet, but we plan to offer this in the future.

Due to the made-to-order nature of our prints, returns are only accepted for damaged, defective, or incorrect items.

The Alchemist Sanctuary
Copenhagen, Denmark
Effective Date: 2025-08-29

1. Scope of This Policy

This Returns & Refunds Policy applies to all purchases made through our website, www.thealchemistsanctuary.com, and covers physical, made-to-order art prints fulfilled via Gelato. This policy does not apply to digital downloads or any services unless otherwise stated.

2. Made-to-Order Disclaimer (EU Directive Article 16(c))

All our products are printed specifically for each customer upon order. As such, they are classified as made-to-order goods and are exempt from the standard EU 14-day right of withdrawal, in accordance with Article 16(c) of the Consumer Rights Directive.

3. Eligibility for Returns or Refunds

We accept returns or issue refunds only in the following scenarios:

• The product arrives damaged or defective
• You receive an incorrect item
• There is a major printing or production error

Buyer's remorse, or changes in preference (e.g., size, style, or colour) are not valid reasons for return for goods that are made-to-order, customised, or personalised. These items are exempt from the 14-day withdrawal right under EU law, unless they arrive damaged or defective.

4. Reporting an Issue

If you experience any issue with your order, you must notify us within 5 days of delivery. Please email us at support@thealchemistsanctuary.com with:

• Your order number
• A brief description of the issue
• Clear photographic evidence of the damage, defect, or mistake

Requests must be made within 14 days to be eligible.

5. Resolution Options

Depending on the nature of the issue, we will offer one of the following resolutions:

• A full or partial refund
• A reprint and replacement of the item
• Store credit (in special cases, if agreed upon)

6. Refund Processing Timeline

Approved refunds will be processed to your original payment method within 7--10 business days. We do not offer refunds to alternative payment methods or cash equivalents.

Refunds are issued only to the original payment method. Store credit or exchanges are not offered at this time unless otherwise agreed upon.

7. Non-Refundable Situations

We do not offer returns or refunds in the following cases:

• Buyer's remorse
• Incorrect item or size selected by customer
• Minor color or crop variations due to screen differences or image aspect ratio
• Items lost due to incorrect shipping address provided by customer
• We do not issue refunds for unclaimed or refused packages, unless approved at our discretion.

8. Damaged or Defective Items

If your order arrives visibly damaged, defective, or significantly misprinted, contact us within 5 days of delivery. Include clear photographic evidence. Once verified, we will issue a full refund or send a replacement at no cost to you.

9. Return Requirements (If Applicable)

In rare cases where a return of the product is required (e.g., for inspection or customs compliance), we will provide instructions. Return shipping costs will be covered by us only if the item was defective or incorrect. Otherwise, the customer bears the return cost.

10. Exchange Policy

We do not offer product exchanges due to the made-to-order nature of our items. If you believe you have received the wrong product, please contact us for resolution.

11. Cancellations

Once your order has been placed, it begins processing immediately. If you need to cancel, please contact us as soon as possible. Cancellation is only possible if production has not yet begun. If the order has entered production, it cannot be cancelled or refunded.

12. Return Address

As our production is fulfilled via third-party providers (e.g., Gelato), returns are not accepted at our registered business address. If a physical return is approved, we will provide the correct return address via email. Customers should not attempt to send returns without prior authorization.

13. Customs, Duties & Taxes

International customers are responsible for any customs duties, import taxes, or other fees imposed by their local authorities. These charges are not included in our prices and are non-refundable.

14. Contact for Claims

To initiate a return or refund request, please email us at support@thealchemistsanctuary.com. Include:

• Your full name and order number
• Description of the issue
• Clear photographs (if applicable)

15. Governing Law

This Returns & Refunds Policy is governed by and interpreted in accordance with the laws of the Kingdom of Denmark, without regard to conflict of law principles.

https://docs.google.com/document/d/1zwyrC6Amo5X1nVtoXkRRx3TVGkKoa3tEGFX0JSpiLkg/edit?usp=sharing

Refunds are issued to the original payment method within 7–10 business days. We do not offer store credit or exchanges.

Only in rare cases. If needed, we’ll provide return instructions.

Yes, by email. Please check spam/junk folders if not received.

We aim to reply within 24 hours on weekdays.

Email support@thealchemistsanctuary.com

Yes, we use FSC-certified paper and eco-friendly printing through Gelato.

Yes, our packaging is recyclable and minimal by design.

Occasionally. Join our mailing list to stay updated.

We are exploring these options for the future.

Not yet, but this feature is under development.

Our website is currently in English. Multilingual options are being considered.

Yes. Our platform is GDPR-compliant and uses secure protocols. See our Privacy & Cookie Policies for details.

We use platforms like Shopify, Klaviyo, and analytics tools, but never sell or misuse your personal data.

We aim to revive and celebrate heritage art from global archives, especially underrepresented cultures.

Our founder carefully selects and restores each image for artistic and cultural value.

We combine curated selections, visual storytelling, cultural preservation, and high-quality print production.

Not yet. Please join our newsletter for product updates.

Reviews will be available once launched. We welcome your feedback!