DELIVERY, PAYMENTS AND RETURNS / EN
ESPAÑOL - ENGLISH
Thank you so much for supporting independent art!
Every order placed through my shop helps me continue creating the illustrations and products I love. Because I'm an independent artist based in Colombia, my shop works a little differently than most U.S.-based stores. Please take a moment to read these policies before placing your order.
SHIPPING PROCESS
All orders are carefully packed in my studio in Bogotá, Colombia.
To keep shipping rates affordable, I use a two-step shipping process:
Step 1
Orders are shipped in weekly batches from Bogotá, Colombia, to my U.S. distribution point in Arkansas.
Step 2
Once the shipment arrives in the United States, my partner carefully prepares each individual package and ships it through USPS (or the corresponding postal service for international destinations).
Because of this process, tracking information becomes available only after your order has been processed in the United States.
Until then, your Shopify order may remain marked as In Progress, even though it is already on its way to the U.S.
ESTIMATED SHIPPING TIMES
These are estimated delivery times once your order has been dispatched.
🇺🇸 United States
10–15 Business Days
🇨🇦 Canada
2–4 Weeks
🌍 International
2–6 Weeks
Please remember these are estimates, not guaranteed delivery dates.
Production time for handmade, made-to-order or limited-edition items is not included.
SHIPPING DELAYS
Although every order is shipped as quickly as possible, delivery times may occasionally be affected by circumstances outside my control.
These include (but are not limited to):
• Severe weather
• Customs inspections
• USPS or DHL delays
• Postal congestion
• National holidays
• Transportation issues
• Force majeure
Unfortunately, I cannot speed up these situations once a package has entered the postal system.
TRACKING
Tracking information becomes active only after your package reaches my U.S. distribution point and is shipped through USPS.
This means your order may appear to have no tracking updates during the first stage of its journey (Colombia → USA).
This is completely normal.
HOLIDAY ORDERS
Orders placed for holidays such as Valentine's Day, Halloween or Christmas should be placed well before the holiday.
While I always do my best to meet seasonal deadlines, holiday delivery dates cannot be guaranteed, as postal services, customs and weather conditions are outside of my control.
CUSTOMS, IMPORT TAXES & DUTIES
International buyers are responsible for any customs duties, VAT, import taxes or additional fees charged by their country.
Please check your country's regulations before placing an order.
Customs authorities may inspect, open or reseal packages during transit. These procedures are outside of my control.
RETURNS, REPLACEMENTS & REFUNDS
My goal is for every customer to receive their order safely and enjoy it for years to come. If something isn't right with your order, please contact me first. I'm always happy to help and will do my best to find a fair solution.
INCORRECT SHIPPING ADDRESS
Please make sure your shipping address is complete and accurate before placing your order.
If a package is returned because the address provided at checkout was incorrect, incomplete, or undeliverable, I will gladly resend it once it has been returned to my U.S. distribution point.
The buyer is responsible only for the new USPS shipping cost required to resend the package.
Original shipping charges are non-refundable.
UNCLAIMED OR REFUSED PACKAGES
If a package is returned because it was not collected, refused, or left unclaimed by the buyer, I will gladly resend it once it has been returned.
The buyer is responsible for the cost of reshipping the package.
DAMAGED ORDERS
If your order arrives damaged, please contact me within 5 days of delivery.
To help me evaluate the issue, please include:
• Photos of the damaged item.
• Photos of the packaging.
• Photos of the shipping label.
This information helps determine whether the damage occurred during shipping or handling.
SHIPPING DAMAGE
Although every order is packed carefully before leaving my studio, I cannot control how postal carriers handle packages during transit.
Large flat packages are occasionally bent or forced into mailboxes by postal carriers, which may cause damage.
If repeated shipping damage occurs, I may recommend a safer shipping method, such as holding the package for pickup at your local USPS office.
Additional shipping fees may apply if a different shipping method is requested.
LOST PACKAGES
If you believe your package has been lost, please contact me before opening a claim.
I will investigate the shipment and work with you to find the best possible solution.
Replacement or refund requests will be evaluated individually depending on the shipment status and the postal service involved.
RETURNS
Returns are accepted only if:
• The wrong item was sent.
• The item has a manufacturing defect.
• The return has been approved in advance.
Returns requested for personal preference, accidental purchases, or reasons unrelated to defects are not accepted.
If a return is approved for reasons unrelated to an error on my part, the buyer is responsible for return shipping costs.
REPLACEMENTS
If I made a mistake with your order (wrong item, incorrect size, missing item, or production defect), I will replace it at no additional cost.
If the issue was caused by an incorrect shipping address, failed delivery, customs procedures, or postal handling, each case will be evaluated individually to determine the most appropriate solution.
REFUNDS
Refunds are available when:
• An order is cancelled before shipment.
• The wrong item cannot be replaced.
• A replacement is no longer available.
• Both parties agree that a refund is the best solution.
Shipping delays caused by weather, customs, postal services, carrier congestion, or other circumstances outside my control are not automatically eligible for refunds.
Each situation is reviewed individually, and I will always do my best to find a fair solution for both of us.
PLEASE CONTACT ME FIRST
If there's any issue with your order, please send me a message before opening a claim or leaving a review.
As a small independent artist, I truly care about every customer and will always do my best to resolve any problem quickly and fairly.
PRODUCT INFORMATION & LIMITED EDITIONS
Every product in my shop is created with great care and attention to detail. Since many items are handmade or produced in small batches, slight variations are part of what makes each piece unique.
PRODUCT PHOTOS & COLORS
I do my best to accurately represent every product through photographs and descriptions.
Please note that colors may vary slightly depending on your monitor, phone screen, printer settings, or lighting conditions.
These small variations are considered normal and are not considered defects.
DIGITAL PRINTS
My digital prints are professionally printed using high-quality archival materials.
Because they are open editions, replacement copies can usually be produced if substantial shipping damage occurs.
If replacement shipments are repeatedly damaged during transit, I may recommend an alternative shipping method or USPS Hold for Pickup to help ensure the artwork arrives safely. Additional shipping fees may apply if a different shipping service is required.
LIMITED EDITION SILKSCREEN PRINTS
Silkscreen prints are entirely different from my regular prints.
Each one is individually hand-pulled, signed, and numbered as part of a strictly limited edition. Due to the handmade printing process, slight variations between prints are normal and are part of the character of traditional silkscreen printing.
Because these editions are limited, replacement copies are subject to availability.
If a replacement is approved, I may request the return of the damaged print before shipping another copy. This helps preserve the integrity of the edition and prevents duplicate numbered prints from remaining in circulation.
If the original print cannot reasonably be returned, each case will be reviewed individually.
HANDMADE PRODUCTS
Many products sold in my shop are handmade or assembled by hand.
Small variations in color, texture, wood grain, stitching, printing, or finishing are part of the handmade process and should not be considered defects.
LIMITED EDITIONS
Limited editions are produced in fixed quantities.
Once an edition sells out, it will not be reproduced unless otherwise stated.
For this reason, replacement copies may not always be available.
COPYRIGHT
All artwork, illustrations, designs, photographs, graphics and products available through this website remain the exclusive intellectual property of Alejandra Oviedo (Ruttu) unless otherwise indicated.
Purchasing a product does not transfer copyright or reproduction rights.
Artwork may not be:
• Reproduced or copied.
• Scanned or digitally distributed.
• Used for commercial purposes.
• Minted as NFTs.
• Used for AI training, machine learning datasets, image generation, or any similar technology.
• Modified or redistributed without prior written permission.
CERTIFICATES OF AUTHENTICITY
Original artworks and selected limited editions may include a signed Certificate of Authenticity.
Please keep this document in a safe place, as it forms part of the artwork's provenance.
POLICY CHANGES
These policies may be updated periodically to reflect changes in products, shipping methods, or business operations.
The version published on this website at the time of purchase will apply to your order.
CONTACT
If you have any questions before placing an order, please don't hesitate to contact me.
I truly appreciate your support and the trust you place in my work. Every purchase helps me continue creating independent art.
Thank you for being here.
🖤
Alejandra Oviedo / Ruttu