Delivery
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
It’s difficult to predict the shipping times. You can follow our product manufacturing times and add an additional time for shipping on top of them:
| Shipments from US | Shipments from EU | |
| Wall Art – Prints & Canvas | 9–15 days | 9–15 days |
| Phone Cases | 9–15 days | 9–15 days |
Where will my order ship from?
We work with Gelato, who are an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do? Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address ● Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at [insert your support email here] with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Signed prints
Prints that are signed by me are involved in two shipping processes and can be as much as twice as long to arrive compared with the On-Demand-Printing times. You can expect a personal email with details, updates and tracking codes.
Orders
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, contact me below.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at tony[at]icelandaurora[dot]com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
Photo prints (and other products) are effectively a customised product, so I don’t normally accept returns and exchanges. If there’s something wrong with your order I will be very keen to resolve it by return or exchange, please let me know by contacting me below!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact me below. I will then ask for photos and details of wrong/damaged/poor quality items and I’ll sort it out for you.
Can I exchange an item for a different size?
If you ordered the wrong size print or canvas, we don’t offer exchanges. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please contact me within a week after receiving your order. If there was a mistake at my end I’ll send you a new one, or issue a refund!
Return Policy
The return address is set by default to the production facility. Please contact me before returning your product. Unclaimed returns get donated to charity after 4 weeks.
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to the production facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed – Shipments that go unclaimed are returned to the production facility and you will be liable for the cost of a reshipment to yourself.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
- the supply of goods that are made to the consumer’s specifications or are clearly personalized;
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.