Refund and Returns

All NMW works are produced individually and on demand by our fulfilment partner, Gelato. Gelato holds full responsibility for the production, quality, and dispatch of every order. The policies below reflect Gelato's production model and your rights as a buyer.

No change-of-mind returns

Because every work is made to order, we do not accept returns or exchanges for change of mind. Made-to-order works are exempt from standard cooling-off return rights under applicable consumer law; this does not affect your statutory rights in cases of fault.

Exchanges for faulty, damaged, or incorrect works

If a work arrives defective, damaged in transit, or different from what was ordered, contact us through the Queries page within 30 days of delivery, with your order number and clear photographs of the work and its packaging. Where a claim is verified, Gelato will reproduce and reship the work at no cost. An exchange is the primary remedy; a refund will be issued only in an exceptional concern. 

Colour and finish

Printing is a physical process managed by Gelato. Final colour, tone, and texture may vary slightly from what appears on screen and between individual works. Variation within normal production tolerance is a characteristic of the medium and is not considered a fault.

Lost in transit

If tracking indicates a work has not arrived, contact us within 30 days of the estimated delivery date. We will raise the matter with Gelato, who will investigate with the carrier and, where a loss is confirmed, reproduce and reship the work or issue a refund.

Failed or refused delivery

Delivery address accuracy is the responsibility of the buyer. Works returned to Gelato as undeliverable — incorrect address, refused, or unclaimed — cannot be recovered and are not eligible for a free replacement or exchange. A new order is required, and the buyer is responsible for its cost.

Refunds

Approved refunds are returned to the original payment method. Timing depends on the payment provider and issuing bank. Refunds are processed only where an exchange cannot be fulfilled by Gelato.

Production and fulfilment is carried out entirely by Gelato. For more information on Gelato's production standards, visit gelato.com.