Last updated: October 2026
We want you to be happy with your Arts By Ash purchase. Because many of our products are handmade, personalized, or prepared specifically for you, return and cancellation rules depend on the type of order.
Custom & Personalized Orders
Custom-made and personalized items are generally final sale once production has begun.
This includes items made with custom names, wording, colours, sizes, designs, photos, logos, or other customer-selected details.
If you need to make a change or cancel a custom order, please contact us as soon as possible. If work or material preparation has not yet started, we will do our best to accommodate the request.
Damaged or Incorrect Items
If your order arrives damaged, defective, or different from what was agreed upon, please contact us as soon as possible.
Include:
- Your name and order information
- A description of the problem
- Photos showing the issue, when applicable
Depending on the situation, we may offer a repair, replacement, remake, partial refund, or full refund.
Non-Custom Items
Unused, non-personalized items may be eligible for return if you contact us within 14 days of receiving the item.
Items must be returned in their original condition. Return shipping costs are normally the customer’s responsibility unless the item was damaged or incorrect.
Please contact us before returning anything so we can provide instructions.
Workshop Deposits & Cancellations
A $20 deposit per participant is required to confirm a workshop reservation.
If you need to cancel, please contact us as soon as possible. Deposits may be refunded or transferred to another workshop depending on how much notice is provided and whether materials have already been purchased, prepared, or customized for your project.
If Arts By Ash cancels or reschedules a workshop, your deposit can be refunded or transferred to another workshop.
Private classes may have additional cancellation requirements depending on the group size, location, and project.
Gift Cards
Gift cards are generally non-refundable and cannot be exchanged for cash except where required by applicable law.
Refund Processing
Approved refunds will be returned using the original payment method where practical. For payments made by e-transfer, we may contact you to arrange the refund.
Processing times may vary depending on the payment method or financial institution.
Contact Us
Before returning an item or requesting a refund, please contact:
Arts By Ash
Email: ashley@artsbyash.com
Nothing in this policy limits any rights or remedies you may have under applicable consumer protection law.