Customer Service & Policies

Zhenming Gong
Apr 16
3 min read

1. Shipping & Delivery

We take immense pride in ensuring your hand-painted masterpiece arrives safely at your doorstep. Each painting is treated with the utmost care, from the final brushstroke to the moment it is packaged.

Production Time: Because our portraits are 100% hand-painted with genuine oils, they require time for both the artistic process and essential drying. Please allow 10–15 business days for your painting to be completed.
Shipping Duration: * Standard Insured Shipping: 7–12 business days.
- Express Shipping: 3–5 business days.
Packaging: To ensure maximum protection, paintings are typically shipped unframed and rolled in heavy-duty, moisture-proof protective tubes. This prevents cracking and ensures the canvas remains in pristine condition during international transit.
Tracking: A tracking number will be provided immediately upon dispatch, allowing you to monitor your art’s journey from our studio in the Dafen artistic community to your home.
Customs & Duties: Customers are responsible for any local customs fees or import duties that may apply in their respective countries.

2. Refund & Return Policy

Our unique 50/50 Payment Model is designed to provide you with total peace of mind and full control over the creative process.

The Approval Guarantee: You only pay the final 50% balance after you receive a high-resolution photo of the finished painting and give us your 100% approval.
Revisions: If you are not satisfied with the preview, our artists will perform revisions until the portrait perfectly captures your pet.
Refunds (Pre-Approval): If you decide to cancel before the final balance is paid, the initial 50% deposit is non-refundable, as it covers the artist's labor and high-quality material costs.
Returns (Post-Approval): Due to the highly personalized nature of custom pet portraits, we cannot accept returns or offer refunds once the final balance is paid and the painting has been shipped.
Damaged Items: If your painting arrives damaged, please contact us at [Insert Email] within 48 hours with photos of the damage. We will recreate and replace the artwork at no additional cost.

3. Privacy Policy

At Vanlea Art, we respect your privacy and the sentimental value of the photos you share with us.

Data Collection: We collect your name, email, shipping address, and pet photos solely to fulfill your order and provide customer support.
Photo Security: Your uploaded photos are used only as reference material for our artists. We do not sell or share your personal images with third parties.
Payment Security: All financial transactions are processed through secure, encrypted gateways (such as PayPal or Stripe). We never store your credit card information on our servers.
Marketing: We only send promotional emails if you have opted-in. You may unsubscribe at any time.

4. Terms of Service

By commissioning a portrait from Vanlea Art, you agree to the following terms:

Artistic Interpretation: You acknowledge that these are hand-painted works of art. While our artists strive for extreme realism, slight variations in color and stroke are a natural characteristic of genuine oil painting.
Copyright: You retain the rights to the original photo. Vanlea Art reserves the right to use photos of the finished painting for marketing purposes (such as on our website or social media) unless you explicitly request otherwise in writing.
Customer Responsibilities: You are responsible for providing high-quality reference photos. The quality of the final painting is directly influenced by the clarity of the source image provided.
Service Termination: We reserve the right to refuse service or cancel an order if the provided content is deemed inappropriate or if there is a breach of our terms.