Clutter does not accept cancellations for orders that have successfully been processed – ALL SALES ARE FINAL.
Orders in Process
We ship from Beacon, NY. Orders are processed Monday–Friday, excluding U.S. federal holidays.
Orders will ship after they have been processed. For in-stock non-gallery items, this can take between 2 – 5 days. For Gallery items please see the item page.
ORDERS THAT HAVE NOT SHIPPED
If your order is still processing, it will say “Processing” in the Orders section of My Account. We will email you a shipping confirmation with tracking details once it ships.
ORDERS THAT HAVE SHIPPED
If your order has shipped it will say ”Complete” link next to the order in the Orders section of My Account. You can also track your order by clicking the TRACK YOUR PACKAGE button in your shipping confirmation email.
Refund and Replacement Policy
Clutter is not responsible for missing, stolen, lost or tampered packages.
If your order was marked delivered by the carrier but you have not received it
1. Double check the shipping address on your order—if it’s missing an apartment number or has a missing digit somewhere, your package was likely delivered to the wrong address and you should contact the carrier for more information
2. Check with your neighbor(s) to see if they may be holding it for you (it’s more common than you might expect!)
3. Wait 2 days—it can take this long for a carrier to correct their mistake
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
If something is wrong with the order you received:
Please contact our customer service team within 5 days of receiving your order. If you received a defective, damaged or incorrect item, make sure to include photos when contacting us. Clutter Studios, LLC aims to always provide high-quality Goods that are fault-free and undamaged. On occasion, however, goods may need to be returned. Returns are governed by these Terms and Conditions:
If you receive Goods that do not match those that you ordered, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes, and setting out your options, you should contact us within 5 days to arrange collection and return. Clutter Studios, LLC is not responsible for paying shipment costs. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Refunds and replacements will be issued upon our receipt of the returned Goods.
Faulty Goods.
If any Goods you have purchased have faults when they are delivered to you, you should contact Clutter Studios, LLC within 5 days to arrange collection and return. Clutter Studios, LLC is not responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. Upon receipt of the returned Goods, a replacement will be sent out to you. In the event that the product is now sold out, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods.
Damaged in Transit.
If Goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged. In any event, you should report such damage to Clutter Studios, LLC within 5 days and arrange collection and return. Clutter Studios, LLC is not responsible for paying shipment costs.
The refund amount will depend on the shipping option chosen and if insurance was added at the time of shipping. You should ALWAYS check that your package includes insurance if you require it. Clutter is not responsible if this is not communicated. Insurance is added for items over $100 when shipping is paid as “Gallery shipping” and charged after the order is placed. Shipping paid during checkout may not have insurance added, always check.
UPS covers up to $100 as standard, Priority Mail only covers up to $50, and Priority Express $100, so if you do not choose to add insurance we can only guarantee a refund of up to that amount. No refund is offered on First Class as insurance is not provided for any amount unless additional insurance is added.
NOTE FOR USING FREIGHT FORWARDING SERVICES:
Clutter is only liable for the safe delivery of goods to the address we ship to on the order. Insurance will only cover packages delivered to that address. We will not accept any claims of items that are forwarded using a 3rd party service. These items may have been repacked or broken after shipping. We provide competitive international shipping options that are fully insured and guaranteed by us – please use these instead.
Clutter Policy for broken items includes the following:
Clutter is a production studio. We manufacture and produce works of art. Most damage we can repair in-house, and our first point of fix for any issue is to offer you a return label, which we cover the cost of, to assess the damage and see if we can repair it free of charge. We also work with the artists who produced the work and in some cases return it to them to be repaired.
In some cases, insurance companies will request to see the item and assess the damage, in which case you may not receive that item back. If you choose to do this, and they assess the damage and payout less than you paid for the item, Clutter is not liable for the rest of the purchase price. They may also decide not to pay out anything and destroy the original work. We do not recommend you send any art to an insurance company unless you are aware of this and have spoken to us first.
The best action is to always return to us. If we determine the piece cannot be repaired, we can work with the insurance companies, including USPS to facilitate the best outcome.
PLEASE NOTE: If you contact the artist directly and do not go through our process, then this is null and void. We are happy to work with you and the artist, but if you take us out of the loop you void this T&C with us.
Shipping costs are non-refundable. If we agree to a refund, it will be a refund of the price of the product(s) only, minus a 15% restocking fee – depending on the situation, not applicable to damage in transit. We will not cover shipping costs incurred by you when mailing us the item to be returned.
We will not issue a refund without a return of the product in question unless a customer service representative has agreed.
If you wish to return Goods to Clutter Studios, LLC for any of the above reasons, please contact us using the details on the contact page or email [email protected] to make the appropriate arrangements.
Clutter Studios, LLC reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors that may be taken into account in the exercise of this discretion include, but are not limited to:
– Any use or enjoyment that you may have already had out of the Goods.
– Any characteristics of the Goods which may cause them to deteriorate or expire rapidly.
– Any discounts that may have formed part of the purchase price of the Goods to reflect any lack of quality made known to the Customer at the time of purchase.
– Such discretion is to be exercised only within the confines of the law.
Gallery Items
Gallery Items shipping fees will be collected at the close of a Gallery Exhibition. Refunds or cancellations of orders from customers are not accepted once payment is received on an item.
Gallery items remain on display for the duration of the exhibition. Please make sure you are aware of the dates. These are NOT pre-order items, but they do not ship until 7-days after the completion of the exhibition.
SHIPPING INFORMATION FOR GALLERY ITEMS:
For the best shipping rates (Especially internationally – we get great FEDEX rates offline) choose GALLERY SHIPPING.
– All gallery items will be on display for the exhibition duration (please see show flyer for dates)
– Items will be shipped within 10 business days of the exhibit’s conclusion.
– In the case of already completed exhibits — within 4 -7 business days of placing the order.
– Shipping invoices will be sent via PayPal, unless shipping is calculated at the time of checkout.
– All items over $100 will be insured automatically
We will only hold orders for a maximum of 60 days before we consider them abandoned.
Overselling of Gallery items: Occasionally we will experience a very limited item selling twice. In these instances, we will refund the 2nd order placed, based on the server clock on our website.
Original art (including customized toys).
We do not accept returns or cancellations once payment is received on an item, under any circumstances.
Clutter Studios Created resin items.
We pride ourselves on making beautiful high-end resin art objects. Due to the hand-made nature of these pieces, some color variations may occur from piece to piece. Please contact us with any questions.
Magazines & Subscriptions.
There are no returns on Magazines. If you receive a damaged magazine we will exchange the damaged magazine for you with a new magazine.
Packaging
The outer package is created to protect the inner contents, whether is it artist-made or factory-produced. Unless stated on the website, it is not considered part of the art and cannot be replaced or claimed against. For factory-produced boxes, we may be able to replace the box, but it is not guaranteed. Clutter is not responsible for the shipping cost of replacement packaging if it is available. Please do not collect art for the packaging, enjoy the item you fell in love with. We would like to encourage everyone to use less packaging, and reduce waste.
Pre-Orders
Pre-orders are not eligible for refunds due to missing the expected shipping date. Dates are estimates.
Please be aware pre-order dates can and do change. Dates are those set by the manufacturer. There are NO REFUNDS available on pre-ordered items, regardless of circumstance or delays in production.
As with all orders, ALL PREORDERS ARE FINAL.
We cannot be held responsible for products that arrive later than expected. No refunds will be offered for ANY item that is not yet in stock. We do not offer refunds or compensation if items arrive later than the expected or published ship dates. Some things are out of our control! (Customers who file chargebacks against us via PayPal or credit card will be banned from ordering from us forever.)
When placing an order for a Pre-Order item please note that any other items purchased in the same order will be held back until all items have arrived. If you would like your other items sooner, please contact us, and we would be happy to accommodate.
Chargebacks.
If you contact your bank or credit card company to decline, chargeback or otherwise reverse the charge of any payable fees to us (“Chargeback”), we may automatically terminate your Account.
If you have questions about a payment made to us, we encourage you to contact us before filing a Chargeback. We reserve our right to dispute any Chargeback and keep detailed documentation.
All sales are FINAL, orders cannot be canceled once placed and payment is received.
We reserve the right to cancel any order, at any time, for any reason, with no warning, up to the time of shipping.
Need further help?
If you have any other questions regarding your order please contact us.