How can we help?

If you are ordering an item coming from one of our international locations, you will receive an email with tracking information once the order arrives in the destination country.

If you placed an order more than 10 days ago and would like to find out the status, please send an email to imcartisanshop@novica.com and reference your order number. A member of our customer service team will reply with information about your order, such as if it has been shipped, when it was shipped or when we expect it to be shipped.

If you placed an order more than 10 days ago and would like to find out the status, please send an email to imcartisanshop@novica.com and reference your order number. A member of our customer service team will reply with information about your order, such as if it has been shipped, when it was shipped, or when we expect it to be shipped.

We accept payment by credit card (Visa, MasterCard, American Express, Discover).

On average, orders for in-stock items are delivered within 1-3 weeks. Items that are on backorder may take up to 8 weeks for delivery.

Item Availability:

Unless otherwise noted, all items available for purchase on the website are in stock. Items that are backordered will be marked accordingly and will include an expected delivery timeframe.

If we determine that we will not be able to deliver an order within the promised timeframe, we will contact you as soon as possible.

Refunds will be available for up to 60 days from the day you receive your order. You must request a Returned Merchandise Authorization (RMA) number during this 60-day period to qualify for a refund.

To request an RMA number, please send an email to imcartisanshop@novica.com with your order number. If your return is in any way a result of our error, we will provide you with a prepaid return label and will refund all applicable shipping costs paid on the product(s) you are returning.

If the return is not the result of our error, you will be responsible for all shipping and gift box costs incurred for the order and any costs associated with returning the item(s). In some cases, we may be able to provide a prepaid return label for a fee. We recommend that you use a reliable carrier that offers tracking (such as UPS, FedEx, DHL or the post office) and that you insure the package for the full value of the contents.

IMPORTANT NOTE: All returns are expected to be received in new condition. Refunds will not be issued if the returned products have been noticeably used, damaged or altered in any way before arriving at the Returns Center.

No refunds will be available after the 60-day return period has expired.

For more information on how to return items, please visit the Returns section of this page.

If you are ordering an item coming from one of our international locations, you will receive an email with tracking information once the order arrives in the destination country.

If you placed an order more than 10 days ago and would like to find out the status, please send an email to imcartisanshop@novica.com and reference your order number. A member of our customer service team will reply with information about your order, such as if it has been shipped, when it was shipped, or when we expect it to be shipped.

Your order request is promptly sent to our fulfillment center(s). Therefore, it is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us and we will determine if it will be possible to honor your request. Please note that no order may be canceled or modified once it has been shipped. In those cases, you may follow the return instructions if you decide not to keep the product after having received it.

We reserve the right to cancel an order any time before it has been shipped if one or more of the following conditions applies:

1. Product pricing error: Because we offer a large array of items, a product may on occasion be listed with the incorrect price. If a product is purchased at a price that is lower than the correct price, we will, at our discretion, contact you for instructions prior to shipping the order or notify you of the outright cancellation of the order. In the event that the correct price should be lower than the price paid, we will adjust your charge and give you the lower price.
2. Misuse or abuse of a gift card or promotion code, including any action prohibited by or in violation of the terms and conditions of that particular code. If you are unsure of the terms and conditions of a certain code, please contact us prior to placing an order.
3. Billing information provided for the credit card does not match the information on file with the card issuing bank.
4. Payment declined or reversed by your financial institution.

Price fluctuation occurs primarily because many of our products ship directly from the region in which they were made, and therefore foreign currency fluctuation impacts the item's final price in dollars. These changes are typically very small -- however, in the case of large currency movements, the price swings can be noticeable. Another factor in price fluctuation is that artists have control over their pricing and can change their prices based on the supply and demand of their products.

We accept payment by credit card (Visa, MasterCard, American Express, Discover).

All payments are processed through BigCommerce which is a Level 1 PCI-compliant hosting provider. Their servers are PCI DSS 3.2 certified at Level 1, which protects against credit card data breaches.

On average, orders arrive at the destination address in 1-3 weeks. The delivery time will depend primarily on two factors: item availability and shipping service. Please allow up to 5 days additional time for deliveries to remote areas.

Item Availability:

Unless otherwise noted, all items available for purchase on the website are in stock. Items that are backordered will be marked accordingly and will include an expected delivery timeframe.

Shipping Service:

During checkout, we will show you a list of available shipping services and their corresponding prices and timeframes. Note some items carry a special delivery timeframe that may differ from that of other items. These items are clearly labeled with the special timeframe on the product detail page (as well as in checkout).

If we determine that we will not be able to deliver an order within the promised timeframe, we will contact you as soon as possible.

Yes, in many cases we are able to ship to a PO Box. Most orders with Standard shipping can ship to a PO Box, whereas orders with Express service typically require a physical address, as those orders will be delivered by UPS, DHL, FedEx or a similar courier. If shipping to a PO Box, we recommend that you also provide a physical address in the second address line just in case we cannot deliver your order to the PO Box.

A fee will be applied to all orders where:

1. The incorrect address has been provided and the package is returned as undeliverable.
2. An invalid address has been provided, resulting in a surcharge from the carrier. Such an error may include, but is not limited to, invalid or incomplete address information; incorrect postal code; incorrect province or country information; typographical errors or transposed digits.
3. A move or sudden change of address results in the refusal or non-delivery of an order.

The fee will consist of a $5 USD handling charge plus any applicable costs related to re-routing, forwarding, or redelivering the parcel(s). Please note that there is no charge for address changes that are made before an order is shipped.

At this time we are only able to ship to delivery addresses within the 50 U.S. states.

We want you to be completely satisfied with each and every purchase. We believe that the creation of a bridge between consumers and world artists depends on high-quality products and extraordinary customer service. If for any reason you are not satisfied with your purchase, please contact us and we will make it right for you.

Please contact us to request a Returned Merchandise Authorization (RMA) number during the returns period imcartisanshop@novica.com. Refunds are available for up to 60 days from the day you receive your order.

If you have received a gift that was purchased on this website and would like to return it, you may do so by requesting an RMA number during the 60-day period following the original delivery date of the order. Once the return is received, we will issue you a Store Credit in the amount of the original order, less shipping charges, so that you may make a new selection from any of the offerings on the website.

If you would like to exchange an item for a different size or color of the same item, you may contact us and request an exchange during the 60-day returns window. Once the return is received and processed, we will send out the replacement via Standard shipping. Please note that exchanges are only available for a different size or color of the same item. A standard return will be necessary if you would like to acquire a completely different item.

Credit for returned products will be issued to the original form of payment (except where other arrangements have been made, as in the case of gift orders) within 5 business days of receipt of the returned merchandise.

Important Notes and Restrictions:

• Refunds will not be available if the returned products have been used, damaged or altered in any way before arriving at the Returns Center.
• We are not responsible for loss or any costs incurred for items returned without an RMA number or to any address other than our Returns Center.
• No refunds or returns on gift cards.
• As a safeguard against potential abuse, we reserve the right to deny a refund to anyone who has made what we determine to be excessive returns.
• Please note that gift box charges are not refundable.

1. Request a Returned Merchandise Authorization (RMA) number. To request an RMA number, please send an email to imcartisanshop@novica.com with your order number.
2. RMA Number and detailed return instructions are provided by our support team. If the return is the result of our error, we will provide you with a prepaid return label, where available. In all other cases, the address for the nearest Returns Center will be provided. In some cases, we may be able to provide a prepaid return label for a fee.
3. Be certain to include your RMA number inside each package being returned. If you are responsible for return shipping costs, please use a trackable shipping service (UPS, FedEx, DHL or the post office) to ensure that all items are received at the Returns Center in good order.

Be sure to indicate the complete and correct shipping address when you are placing your order. We are not responsible for items that have not been received due to an incorrect address or change of address. If you have not received your order and would like to check the status, please contact us (be sure to provide your order number and verify the correct mailing address). A member of our customer service team will check our records to determine when your order was processed and shipped. Please note that any claims related to non-receipt of merchandise must be made within 30 days of the shipment date or within 7 days of the delivery date reported by the carrier (where applicable), whichever came first.

Your satisfaction is our priority. If you have received a damaged or incorrect item, or if part of your order is missing, please notify us immediately. The best way to report any problem with your order is to email us at imcartisanshop@novica.com. In your message, please include your order number and provide as much detail as possible about the situation.

We will be happy to replace any damaged/incorrect items, assuming a comparable replacement is available, or provide you with a full refund, including all shipping costs.

Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you. Do keep in mind that if you ordered items from multiple regions, you will be receiving multiple packages. Please double check that the product or products that you believe to be missing from your order were not ordered from a different region than those products that you have already received.