Refund policy

Our Order Policy covers orders, payments, order changes, and order cancellations. Our Return Policy covers returns, refunds, exchanges, and damaged products.

 

ORDER POLICY

Orders & Payment

What happens when you place an order: Please review your order carefully because once submitted it cannot be changed or cancelled. Learn more below under "order changes and cancellations".

You should get an order confirmation email after you place your order. If you did not receive one, please follow these steps:

1. Check your spam folder.

2. Verify that the email address you provided with your order is correct.

3. If the mail address you provided was incorrect, send an email to support@themallornproject.com with the correct address, and we will resend the confirmation.

Total billed at checkout: The total billed at checkout includes shipping costs and sales tax (US and Canadian), if applicable, but does not include foreign transaction fees or customs fees. 

  • Shipping costs: Learn more about shipping costs.
  • Foreign transaction fees: Foreign transaction fees are determined by your debit or credit card provider and the issuing bank. They are often imposed on orders placed in foreign currency and can vary widely. For more details, contact your credit card provider or bank. These fees are not calculated or imposed by The Mallorn Project and will not be included in your order total at checkout. 
  • Customs fees: Customs fees are not calculated or imposed by The Mallorn Project and will not be included in your order total at checkout. Learn more about customs fees. 

Methods of payment: The methods of payment we accept are Visa, MasterCard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, and Interac.

Timing of payment (when you are charged for your order): Your selected payment method will be charged once your order is placed. You should receive an order confirmation email. Learn more above under "what happens when you place an order".

For consumer protection, all orders are subject to review, including billing/shipping verification and credit card authorization and verification. On occasion, this may cause a slight delay in processing your order.

Promo code: If you have a promo code, you can enter it in your cart. Only one promo code may be applied per order. Note that exclusions vary from promotion to promotion. 

Gift card: Currently, we do not issue e-gift cards.

How quickly your order is processed: Our estimated delivery time (EDT) is our prediction of when an order could be delivered to you. Learn more about our EDT.

Order problems: You might encounter a problem placing your order, including the following: 

  • Payment method declined when placing order: This could be due to incorrect information, credit card expiration, or insufficient funds. You can contact your bank or credit card company or choose a new payment method.
  • Card declined when placing order: This is likely because we could not get an authorization from your credit card company. You can contact the bank that issued your credit card regarding this matter, and then inform us of any additional information at support@themallornproject.com. We will keep your order on file for 48 hours before it will be cancelled. 

Order Changes & Cancellations

As soon as we receive your order, we start working on it. This means that after you've placed your order, we are not able to make changes (like product, shipping address, and email changes) or to cancel items. 

 

RETURN POLICY

Returns, Refunds & Exchanges

Because our products are made to order, we do not accept returns, provide refunds, or offer exchanges, including exchanges for a different size or colour.

We only offer replacements for "damaged products" under our Damaged Products policy (see below). Please do not return your purchase to the address on your package unless you have already contacted us, and we have directed you to do this. Items sent back to us without first receiving a direction from us will not be accepted.

Damaged Products Policy

We are committed to providing you with top-quality artwear and artdécor. Our products are inspected before they ship, but sometimes a mistake is made. 

Please inspect your order upon receipt and contact us immediately if there is a problem. Claims for materially misprinted, damaged, or defective items ("damaged products") can be made up to 5 business days after the date you received your order, by following these steps. 

1. Fill out our Contact Us form.

2. When you receive a response, submit images of the damaged product to our customer service team at support@themallornproject.com.

3. Once approved, a replacement order will be submitted. We are responsible for paying the replacement order cost and shipping fee.