Complaints and return

Complaints and returns

Frequently asked questions about complaints and returns

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Unfortunately, sometimes things can go wrong, for example an order is damaged during transit. Of course, we want to solve any issues to your satisfaction. Please call or e-mail, and let us know what has happened.

You will receive confirmation of the complaint and a substantive response as soon as possible after that (no later than 14 days after submitting the complaint, but almost always the same day).

Art Heroes is a Thuiswinkel organisation member, so you can also submit a formal complaint via the SGC disputes committee. You can also submit your complaint to the Dispute commission via the European ODR Platform.

Art Heroes is a Thuiswinkel organisation member, therefore a legal guarantee applies to all orders at Art Heroes (legal guarantee means that a product must do what the consumer can reasonably expect of it).

Your order will not go into production until you have communicated your choices and placed the order. It is therefore truly custom-made. For this reason, the right of return is not applicable. Orders cannot therefore be returned. To be sure of your choice, call, email or make an appointment in the online showroom, where the Happy Customer Team can help you choose.

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