OUR COMMITMENT TO YOU
Every SandAndArt piece is made personally for you. Here’s what to expect if you need to change an order or if something goes wrong.
OUR APPROACH
Every SandAndArt piece is individually handcrafted from your photo, selected glass, personalization, and instructions. Because each artwork is made specifically for you, custom sand artwork is not eligible for standard returns or exchanges simply because of a change of mind.
If something is wrong with your order, however, we want to hear from you and will work with you to review the situation.
CUSTOM-MADE ARTWORK
Because your artwork is created specifically from your photo and selections, custom and personalized SandAndArt pieces are generally non-returnable.
This includes artwork created with:
Please review your selections carefully before completing your order.
CHANGES & CANCELLATIONS
If you need to change your photo, personalization, glass selection, or other details, contact us as soon as possible.
If the artist has not yet started creating your artwork, we will do our best to accommodate your request.
Once production has started, some changes may no longer be possible.
Contact us as soon as possible if you need to cancel your order.
If production has not yet started, cancellation may be possible.
Once our artist has begun creating your custom artwork, the order may no longer be eligible for cancellation because materials, artist time, and production work have already been committed specifically to your piece.
BEFORE SHIPPING
When applicable, we can provide photos of the completed artwork before shipment.
If you notice a significant concern, please contact us promptly. Because sand artwork is handmade, some adjustments may not be possible without affecting the artwork, but we will review reasonable concerns with you before shipment whenever possible.
ORDER PROBLEMS
Your artwork contains glass and is carefully packed for shipping, but damage can occasionally occur during transit.
If your order arrives damaged, please contact us as soon as possible and provide:
Please keep the artwork and all original packaging until we have reviewed the claim.
We will review the situation and determine the appropriate solution based on the condition of the order.
If you receive an item that does not match your confirmed order, please contact us as soon as possible with your order number and photos of the item received.
We will review the order details and work with you to correct the issue.
ONE OF A KIND
SandAndArt pieces are created entirely by hand using colored sand.
Your finished artwork is an artistic interpretation of your reference photo rather than an exact photographic reproduction.
Small variations in color, texture, shading, or fine details are natural characteristics of handmade sand artwork and are not considered defects.
Every piece is unique.
RESOLUTIONS
Refunds are reviewed individually when there is a confirmed problem with an order that cannot reasonably be resolved.
Depending on the situation, the appropriate resolution may include:
The solution will depend on the specific circumstances of the order.
Original shipping charges are generally non-refundable once an order has shipped, except when otherwise determined as part of resolving a confirmed order problem.
WE'RE HERE TO HELP
We're here to help you with any concerns about your artwork or delivery.
Contact Us