At PaletteMomento, we want your artwork to reach you safely and with as little hassle as possible. Every order ships free, fully insured, and is carefully packaged by hand. Here’s everything you need to know about how we ship.
Free Worldwide Shipping
We offer free, fully insured shipping on all orders, to any destination worldwide. There are no hidden shipping charges at checkout — the price you see is the price you pay.
Processing Time
Each piece is hand-painted to order, so it isn’t pulled from a shelf — it’s created just for you. Please allow approximately 1–2 weeks for your artwork to be painted before it ships.
Texture-heavy pieces take a little more time, as they are built up in layers that need to dry between sessions, and larger or custom commissions may also take longer. Whatever the timeline, we keep you updated at every stage, so you’re never left wondering.
We Ship Only After You Approve
This is central to how we work. We share progress photos and ship your artwork only once you’ve approved the final piece. It’s how we make sure you love your art before it ever leaves our studio.
To keep things moving smoothly, please leave the email address or WhatsApp number you check most often. Most delays happen simply because approval messages go unseen — so staying reachable is the single best way to help your artwork arrive as quickly as possible.
Delivery Time
Once shipped, orders are typically delivered within about 7 business days via FedEx or DHL. You’ll receive tracking information as soon as your order is on its way, so you can follow it to your door.
Larger pieces and certain destinations may require additional transit time. If that applies to your order, we’ll always let you know and confirm the details with you before your order is finalized — no surprises.
Tracking Your Order
When your artwork ships, we’ll email you a tracking number and a link to follow your delivery. If you haven’t received tracking within a few days of approving your piece, please check your spam folder, then reach out to us at support@palettemomento.com and we’ll resend it.
Packaging
Your artwork is packaged with great care to protect it in transit. Rolled canvases ship in sturdy protective tubes, while stretched and framed pieces ship in reinforced flat boxes with protective padding. Every shipment is fully insured for peace of mind.
Shipping Address
Please double-check that your shipping address is complete and correct at checkout. We’re unable to take responsibility for orders sent to an incorrectly entered address, so if you spot a mistake, contact us as soon as possible and we’ll update it if your order hasn’t yet shipped.
Customs, Duties & Taxes
For international orders, any customs fees, import duties, or local taxes are set by the destination country and are the responsibility of the recipient. These charges are not included in your order total and are outside our control. If you’re unsure whether duties may apply in your country, we recommend checking with your local customs office before ordering.
If Your Order Is Delayed or Hasn’t Arrived
Occasionally, carriers experience delays beyond our control. If your tracking hasn’t updated, or your order hasn’t arrived within the expected timeframe, please contact us at support@palettemomento.com. Because every shipment is fully insured, we’ll work with the carrier to locate your artwork and make sure it reaches you.
Shipping Damage
In the rare event your artwork arrives damaged, we’ll make it right at no cost to you. Please contact us within 7 days of delivery with photos of both the artwork and the outer packaging, and we’ll arrange a free replacement. (See our Return & Refund Policy for full details.)
Questions?
We’re always happy to help. Reach us anytime at support@palettemomento.com.