Copy of FAQs 2/17/2021
What currency do you use?
All prices are in Canadian.
Q. I made a mistake on my order (address, size, etc). Can I change it?
If this happens to you, contact our support team immediately HERE.
We will do what we can to adjust your order and take care of it. We try and process orders quickly to offer a high level of service, so the sooner you can let us know the better. Otherwise, items may ship before we can make adjustments.
We cannot guarantee we will be able to stop the shipment, but we do have a return policy.
Q. What payment methods do you accept?
We accept all major credit cards through the Shopify Payment system. Shopify is the leading e-commerce platform powering over 300,000 online stores.
Q. Is my credit card information safe?
Absolutely. Shopify Payments processes billions of dollars per year. Your purchase information is encrypted and we never have access to your financial information.
Q. How do I add a Discount/Coupon Code?
Enter your code in the Discount Code box on the Checkout Page. Please note that only one code may be applied per order and discounts may not apply to items already on sale.
Q. Where do your products come from?
It depends on the product. Some products, like shirts, are printed and shipped from the USA. Many custom products, such as shoes, can only be printed and assembled by our overseas partners. We find the option that provides our customers with the best combination of price and quality.
Q. How much is shipping?
Shipping is calculated at checkout and depends on the product ordered and where we're shipping to. Shipping costs are clearly shown before you purchase.
Q. Do you ship internationally?
Yes, we ship worldwide.
Your country may have import rules that result in duties or fees. Lush Gothic is not responsible for paying those duties or fees.
Q. Do you provide shipping tracking numbers?
Yes, for most products shipped to most countries. The tracking number for your item will be emailed to you after you order. You can check on delivery status by entering this tracking number on our Order Tracking page.
NOTE: If you enter your tracking number and don't see a result, don't panic! It can take up to 10 days for the shipping company to make your tracking number to go "live" on their website. Please check back in a few days if you don't see any tracking results.
For delivery to some countries we are unable to provide tracking numbers. This can be due to the country we are shipping to and the carrier we need to use.
Q. How long does it take for an order to arrive?
This can vary by product, since some of our products are custom printed and assembled and others are stored in warehouses.
The expected delivery times are posted on the product page.
As well, delivery times can be impacted by such things as holidays and customs delays, which are outside our control. But rest assured that your package is on the way.
Should your package be lost during shipping (rare, but it has happened) we have a refund and replacement policy.
Q. I ordered multiple items, but did not receive them all. Why?
Items may be shipped from separate suppliers. We have a large assortment of products provided by specialty companies so you may receive one item before the next. Don't panic if you don't receive all of your items at once…they are on the way.
If there is an extended delivery period greater than 20 business days, don't hesitate to contact support.
Q. How do I return or exchange an item?
There is a 30 day return policy for some, but not all, products. We do not refund return shipping cost. Apparel must be unworn and unwashed. The refund will go back onto the original method of payment and typically take 3-5 business days to process by your bank once issued.
We currently have product return addresses in the US and Canada.
If you have a question about returns, contact us at firstname.lastname@example.org.
Q. What do I do if I received the wrong item or it is defective?
If this happens, we are truly sorry. We take every measure that we can to ensure that your order is made with care correctly and sent to you in a timely fashion.
Unfortunately, everyone (including us) make mistakes occasionally. And we want to do everything that we can to fix them!
Please contact our support team. We guarantee to work to find a satisfactory solution.
We may request a photo of the item you have received for review so that we can offer the best possible resolution for you. If a return is authorized you may need to return your item to us in its original packaging within 30 days of receipt for an exchange or refund. We do not refund shipping costs or the cost of return shipping.
If your item arrived as ordered with no defects or mistakes, we are unable to accept the item for a return.
Q. For the canvas wall art, what is the difference between "Framed" and Not Framed"?
The canvas wall art is intended to be stretched over a wooden frame backing before hanging on your wall. You have the option of buying unframed and doing it yourself, or getting a framing shop to do it, or you can purchase it "Framed Ready To Hang".
The "Framed Ready To Hang" option is usually much less expensive overall than buying the canvas and later getting a shop to frame it for you.
Q. How is the wall art canvas shipped?
Unframed canvas ships in a specialty art shipping tube. Framed canvas art is securely packed and boxed for safe shipment.
Q. How can I contact you?
Click on the Contact Us link. We would love to talk to you!