Frequently asked questions

1. Where is your art made and shipped from?

We have print labs located in USA, UK, EU and Australia. Your art will be made by our experts in your home country wherever possible, or the nearest print lab to you, which reduces shipping time and avoids customs fees for most locations.

For example:

Order Location:	Ships From:
USA	USA
UK	UK
EU	EU
Australia	Australia
Rest of world	Our closest print lab to you

 

2. Do you ship to my country?

We ship our prints worldwide to a wide range of countries including USA, UK, EU, Australia and Canada. Full shipping options for your country can be found at checkout. If you are unable to checkout, get in touch as we may be able to offer you bespoke shipping options (support@moncasso.com).

We and work with a network of print labs around the world based in USA, UK, Europe, and Australia. No matter where you are located, we'll ensure your order is made and shipped from our closest print lab to you.

3. Where are you based?

We're a small business based in Manchester, UK - though we have a network of print labs around the world to make and ship art locally to you; in USA, UK, EU, Canada and Australia. 

4. Can I customise the colours of an artwork?

Yes, we offer bespoke colour edits on most designs. Whether you want to match a specific palette or need a subtle adjustment, our artists can customise colours for £50 per design, or complimentary on orders over £300.

Find out more on our Bespoke Artwork & Custom Orders page, we’ll be happy to guide you through your options and help create the perfect piece for your space.

5. Can I request a custom size?

Absolutely. If you need a size that isn’t listed on our website, we can usually create custom dimensions to suit your space. Just contact us at support@moncasso.com with the artwork name and the size you have in mind, and we’ll be happy to assist with a tailored quote.

6. How long will it take to receive my order?

Delivery times vary depending on your order, location and the shipping method chosen at checkout. For UK and EU orders, you can expect delivery within 4-7 business days. For US orders it's 5-10 business days. Please note that these are estimated delivery times, and delays may occur due to unforeseen circumstances outside of our control.

7. What is your return policy?

We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, please contact us within 14 days of receiving your items, and we’ll be happy to assist with your return. We have return locations in the USA and UK.

At this time, we’re unable to provide pre-paid return labels. For EU customers, please be aware that all returns must be sent to our UK return address.

Please note:
- Items purchased using a gift card are not eligible for return, exchange, or cash transfer.
- Personalised or custom made orders are not eligible for return.

For full details, please see our Returns Policy.

8. Do you offer exchanges?

Yes, we’re happy to offer one exchange per order to help you find the perfect piece for your space.

If you’d like to exchange your artwork for a different size or frame option, simply contact us within 14 days of receiving your order. We’ll guide you through the next steps and provide return instructions for our UK or USA return address for your original item. 

Please note that we’re currently unable to provide return labels. As each artwork is made to order, we’re only able to offer one exchange per item. If you’d like to make further changes after an exchange, you’re very welcome to return the item and place a new order for your preferred option.

9. How can I contact customer support?

If you have any questions or concerns, our customer support team is here to help. You can reach us by email at support@moncasso.com or through the contact form on our website.

We don’t use AI bots, just real people who care about your experience. We aim to respond to all enquiries within 1 business day.

10. Can I track my order?

Yes, once your order has been dispatched, you will receive a tracking number via email. You can use this tracking number to monitor the status and location of your shipment until it arrives safely at your doorstep.

11. Do I have to pay customs fees?

The vast majority of our orders do not incur customs fees, as we have fulfilment locations in USA, UK, EU, Canada and Australia and we ship from our closest location to you. However wherever customs fees are incurred they are the sole responsibility of the customer.

12. Are there customs duties for Switzerland and Norway orders?

Yes, as Switzerland and Norway are non-EU countries, orders may be dispatched from either our UK or EU studios, depending on the artwork and destination.

Each country has its own customs regulations and charges, which we’re unable to influence. Any applicable import duties, taxes, or courier fees will be the customer’s responsibility.

We understand this isn’t ideal and always work to ensure a smooth delivery experience, but we recommend checking with your local customs office if you need guidance on potential charges.

 

If you have any further questions that aren't addressed here, please don't hesitate to reach out to us. We're here to make your shopping experience as smooth and enjoyable as possible!