FAQ
Need more information or have a question about your order? Find answers to our most frequently asked questions below.
All LeCateau art is created by one artist – Adelina Djeneva.
Adelina is an art-obsessed, always curating, digital designer based in the UK.
The idea behind her art is to bring joyful pieces to every home, office or dorm!
All art is created with the hope it will bring its new owner a huge dopamine boost, every time they look at it.
The name LeCateau honours our beginnings as an Impressionist Art Collection, heavily influenced by Henri Matisse and embracing the vibrant colours, bold patterns and simplified forms synonymous with his art.
Our story really starts in 2001, when Adelina stepped in her first art school at the age of 7.
Fast forward 24 years later and LeCateau as we know and love it today was born.
A long time in the making, true, but good things come to those who wait. And make art 🙂
Returns FAQ
Need more information or have a question about your order? Find answers to our most frequently asked questions below.
On standard orders, we offer a 30-day return from the date of your receipt if you change your mind.
The items must be returned in their original condition and the original undamaged packing or a similar protective tube or box. We reserve the right to refuse any returns, that do not fulfil these criteria. Please note that all returns happen at your own risk and expense.
We only accept returns delivered to our address. If the return is sent to a post box, the return will not be processed.
If returning from outside the EU: Please make sure to fill out the correct paperwork so that the parcel will not get stuck in customs.
If you wish to make an exchange, please make a return following our return instructions. Then you simply place a new order. In this way, you will receive the wanted item(s) in the fastest way possible.
If not handled very carefully, posters are very easily damaged when packed and shipped. We need the poster back in its original condition without any damage like dents, fingerprints, creases or bent corners, etc. If the poster arrives back damaged we are only able to make a 50% refund.
Please make sure to follow these instructions when making your return:
– Use the same tube you received the poster in or a similar tube
– Do not roll the poster too tight/hard – this will cause the paper to crease
– Make sure the poster is returned in the silk paper it arrived in or similar protections, and make sure the edges and corners of the posters are not exposed in the tube
– Be careful when you fold the silk paper around the edges as too much pressure can cause dents in the paper
– Fill out the empty ‘space’ in the tube with silk paper or similar so the poster does not move around inside the tube during shipping
– Please apply tape over the lids so they do not risk falling off during shipping
– Place the tube in the brown cardboard box for protection – or another similar packaging
– Make sure to add the order number as a reference either on the shipping label or on a note inside the tube
– Write clearly on the outside of the parcel that it is a ‘return of unwanted goods’
Please note: We recommend using a shipping service with track and trace. We only accept returns delivered to the address below. If the return is sent to a package box, the return will not be processed.
If returning from outside the EU: Please make sure to fill out the correct paperwork so the parcel will not get stuck in customs.
The return and financial responsibility of the parcel are the customer’s until the parcel reaches us at the below address.
LeCateauArt
Broomfield Road 27
Addlestone
Surrey
KT15 3BN
United Kingdom
E-mail: help@lecateau.art
As soon as we receive back the returned goods, we will check the items. If everything is okay we will make a refund (excluding the shipping cost and return shipping cost) back to your credit card or PayPal account.
If you wish to make an exchange you simply place a new order.
Please contact us at help@lecateau.art if you have any questions know if you have any questions.
Shipping frames with glass is quite risky if not packed very carefully. You are responsible for the shipping back and for the items to be returned to us in their original condition. Please follow the instructions below when making your return.
– If you still have the original packaging, please use that and try to pack the frames as they arrived
– Make sure to add the order number as a reference either on the shipping label or on a note inside the parcel
– Write clearly on the outside of the parcel that it is a ‘return of unwanted goods’
Important! No matter how carefully you pack a frame, there will always be a risk of it being damaged (typically shattered glass) during shipping. If the frames are damaged during shipping, no matter the reason, we will only be able to offer you a 50% refund as we then can’t sell them again.
Please note: We recommend using a shipping service with track and trace. We only accept returns delivered to the address below. If the return is sent to a package box, the return will not be processed.
If returning from outside the EU: Please make sure to fill out the correct paperwork so the parcel will not get stuck in customs.
The return and financial responsibility of the parcel are the customer’s until the parcel reaches us at the below address.
LeCateauArt
Broomfield Road 27
Addlestone
Surrey
KT15 3BN
United Kingdom
E-mail: help@lecateau.art
As soon as we receive back the returned goods, we will check the items. If everything is okay we will make a refund (excluding the shipping cost and return shipping cost) back to your credit card or PayPal account.
If you wish to make an exchange you simply place a new order.
Please contact us at help@lecateau.art if you have any questions know if you have any questions.
No. The return shipping cost is the customer’s own expense.
Once we have received your return, we will strive to process it within a week – but no later than 14 days.
As soon as we have processed the refund, we will inform you by sending an email confirmation.
The refund will always be made to the payment method used for the order. It may take up to 10 business days for the refunded amount to appear on your bank statement, depending on your bank and payment method.
If you do not see that your refund has been issued after 14 days, please contact us at help@lecateau.art with both your order number and the return tracking number.
We do our best to ship out all orders safely and securely. If your order, for any reason or in any way arrives damaged, please let us know straight away (latest within 30 days of arrival).
We always offer to ship out replacements for damaged or faulty items OR full refund for the total of your damaged order.
Please contact us at help@lecateau.art with your order details and let us know if you would like a replacement OR refund of your damaged order.
Important: Please make sure to take photos of both the package and the damaged product(s) upon arrival.
We are so sorry that you have received the wrong item.
Please take photos of the item(s) you have received as well as the packaging it arrived in, and provide them to our Customer Service Team at help@lecateau.art immediately.
We will then arrange for the correct item to be dispatched as soon as possible.
If your order contains several items, it might have been shipped in more than one parcel. One of the parcels might still be on its way to you. Please check your tracking link.
If all parcels have been delivered according to the tracking link, please contact our Customer Service Team at help@lecateau.art right away and latest within 14 days. Please attach photos of what you received and the packaging it arrived in your inquiry. Then we will find a solution straight away and get the missing item to you as fast as possible.