We dispatch all artworks from Shanghai through our trusted international shipping partners. Each piece is made to order, carefully inspected, branded, and securely packaged before shipment.
Orders are generally processed within 2 to 3 business days from the date of purchase. Once dispatched, customers receive a confirmation email with a tracking link to follow the delivery in real time.
We currently ship within Europe only using express air services. Estimated transit times after dispatch are approximately 10 to 12 days for European Union destinations and around 18 business days for the United Kingdom. Estimated total delivery time is 15–18 days for most European destinations, depending on the location and local customs clearance. Please note that delays may occur during holidays or promotional periods.
All orders are prepared using premium, eco-certified and recyclable packaging designed to protect the artwork throughout transit.
For customers within the European Union, VAT is included in the listed prices under the IOSS system. Orders shipped to the United Kingdom may be subject to local VAT or import duties payable upon arrival. Any additional customs charges are the responsibility of the customer.
For further inquiries, please contact us at studio@nouac.com. Our customer service is available Monday to Friday, from 16:00 to 00:00 (Shanghai Time, GMT+8).
Return Policy
Right of Withdrawal & Returns
At .nouac, all artworks are made to order and produced specifically for each customer.
In accordance with Directive 2011/83/EU of the European Parliament and of the Council on consumer rights, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized once production has begun.
For this reason, artworks made to order are not eligible for return or refund, except in cases where the artwork arrives damaged or defective.
If your artwork arrives with visible damage or a manufacturing defect, please contact us within 14 days of delivery so we can review the case and provide an appropriate solution.
Eligibility Conditions (Damage or Defect)
To be eligible for a return due to damage or defect:
The artwork must be unused and in the same condition as received.
It must be returned in its original packaging.
Clear photographic evidence may be required.
Please contact our customer service team at returns@nouac.art before returning any item. Returns sent without prior authorization cannot be accepted.
Important Notice
Please do not return the artwork directly to the artist, manufacturer, or logistics partner. We will provide specific return instructions once your request has been reviewed.
Customs & Duties
Please note that for international orders, additional customs duties, fees, or taxes may be imposed by your country's customs department. These charges are not included in the item's price or shipping cost. The recipient of the order is responsible for any and all customs duties, fees, or taxes incurred. As customs policies and import duties vary by country, we recommend contacting your local customs office for more information on potential charges before placing your order.
If you have any questions or concerns, please reach out to us at studio@nouac.com before making your purchase. We are happy to assist and provide guidance.
Refunds
At .nouac, we want you to feel confident about your purchase. All artworks are made to order and produced specifically for each customer.
In accordance with Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to made-to-order or customized artworks once production has begun. For this reason, refunds are not available for made-to-order pieces, except in cases where the artwork arrives damaged or defective.
Eligibility for Refund (Damage or Defect Only)
A refund may be considered exclusively under the following conditions:
The issue is reported within 14 days of receipt.
The artwork is unused, in its original condition, and returned in its original packaging.
The customer provides the order number and a clear description of the issue. Photographic evidence may be required.
Refund Process
Once the returned artwork is received and inspected, we will notify you by email that we have received the item and inform you of the approval or rejection of your refund.
If approved, the refund will be processed and credited to the original method of payment within a reasonable number of days, depending on the payment provider.
Contact
To report an issue or initiate a return request, please contact us at studio@nouac.com
Returns sent without prior authorization cannot be accepted.
