Shipping policy

Shipping Costs on Original Artwork

I pack and send every original myself. The price follows the weight of the piece, so a small paper pulp mask does not cost the same to send as a large cardboard relief.

Weight	Denmark	EU	Rest of world
Up to 2 kg	49 DKK	149 DKK (about 20 EUR)	249 DKK (about 33 EUR)
2-5 kg	69 DKK	229 DKK (about 31 EUR)	379 DKK (about 51 EUR)
Over 5 kg	99 DKK	299 DKK (about 40 EUR)	499 DKK (about 67 EUR)

 

My prices are set in Danish kroner. If you shop from another country, the shop converts everything to your own currency and shows you the exact amount at checkout before you pay. The EUR figures above are guides, not fixed rates.

Shipping Costs on Art Prints

Prints are made to order and shipped by my print partner from the facility closest to you, so they travel separately from the originals and carry their own shipping cost:

• Denmark and the rest of Europe: about 40-45 DKK (5-6 EUR), depending on print size
• United Kingdom: about 40-45 DKK
• USA: 5-8 USD
• Rest of the world: 12-14 USD

If you order an original and a print together, they arrive as two separate parcels and each carries its own shipping cost.

Local Pickup

If you are near Copenhagen you are welcome to collect the work yourself instead of having it shipped. Email me at lisakettyj@gmail.com before you order, and we agree on a time and I give you the address. Pickup costs nothing.

This applies to original artwork only. Art prints are made and sent by my print partner and cannot be collected.

Processing and Delivery Times

Original artwork. I pack and send your piece within 3 business days. After that, delivery normally takes:

• Denmark: 1-3 business days
• Europe: 3-7 business days
• USA: 7-14 business days
• Rest of the world: 10-20 business days

Art prints. Printing takes about 7 business days, and longer in busy periods.

• Europe: 6-8 business days
• USA: 3-4 business days
• Rest of the world: 10-20 business days

These are estimates. Actual delivery times can vary with the carrier and with customs clearance.

Tracking

You get an order confirmation by email as soon as you order, and a tracking link as soon as your parcel ships. If either one does not turn up, check your spam folder and then email me at lisakettyj@gmail.com - I will send it to you directly.

Payment

You can pay with VISA, Mastercard, Maestro, American Express, Apple Pay, Google Pay, Shop Pay, or PayPal. The amount is drawn when you place the order.

Customs and Import Duties

If you order from outside the EU, you may have to pay customs fees, import duties, or local taxes. These are not included in your order total and are set by your own country, not by me.

If Your Order Has Not Arrived

Check the address in your shipping confirmation, ask your local post office whether they are holding the parcel, and check with your neighbours. If it is still missing, email me at lisakettyj@gmail.com with your order number and I will sort it out.

14-Day Right of Withdrawal (EU/EEA)

If you live in the EU or EEA, you can cancel your purchase within 14 days of receiving your order. You do not need to give a reason. Email me at lisakettyj@gmail.com within those 14 days to let me know you are using your right of withdrawal. A plain email is enough - you can also use the standard cancellation form set out in the Danish Consumer Contracts Act, but you do not have to.

After notifying me, you have a further 14 days to return the item. It must be unused and in the same condition you received it, in its original packaging.

How to Return an Item

1. Email lisakettyj@gmail.com with your order number within 14 days of delivery.
2. I confirm the return and send you the return address.
3. Pack the item securely and ship it back within 14 days of your notice.
4. Keep your tracking number as proof of return.

Please contact me before sending anything back, so I can give you the right return address - otherwise your return may be delayed.

Return Shipping Costs

For a standard return under the right of withdrawal, you pay the return shipping cost. If the item is damaged, wrong, or defective, I cover all return costs.

Refunds

I refund your payment within 14 days of receiving the returned item, using the same payment method you used for the order. If you cancel the whole order under the right of withdrawal, the refund also includes the standard shipping you paid when you ordered. If the item shows signs of use beyond what is needed to inspect it, the refund may be reduced to reflect the loss in value.

Once the refund is issued, it can take a few days for your bank or card provider to post it to your account.

Damaged, Wrong, or Defective Items

This applies to all customers, worldwide. If your item arrives damaged, incorrect, or defective, email lisakettyj@gmail.com within 14 days of delivery and include:

• Photos of the issue
• Your order number
• A short description of the problem

I will arrange a replacement or a full refund, including any return shipping costs.

Faults and Material Ageing

Transport damage and anything visibly wrong should be reported within 14 days, so I can take it up with the carrier. A fault that only shows up later is still covered: if a piece has a fault that was already present when it left me, EU buyers can contact me within the two-year period set by Danish consumer law.

Handmade paper pulp and cardboard are natural materials. They react to sunlight and humidity, and small changes over time are part of the material, not a fault. Damage caused by hanging a piece in direct sun or in a damp room, or by handling, is not covered.

Original One-of-a-Kind Artwork

Finished original artwork sold as shown is covered by the 14-day right of withdrawal for EU/EEA customers. So are art prints: they are printed once you order, but they come in standard sizes, so they are not made to your specification. Only a piece I make to your own specification is exempt from the right of withdrawal, as allowed by EU consumer law.

Exchanges

I do not offer exchanges. If you want a different item or size, return the original for a refund and place a new order.

Customers Outside the EU/EEA

If you are outside the EU/EEA, the 14-day right of withdrawal does not apply by law, but I still accept returns of unused items in original condition within 14 days of delivery. You pay the return shipping. Damaged, wrong, or defective items are always covered.

If We Cannot Agree

Write to me first - most things are solved in one email. If we still cannot agree, you can take the case to the Danish complaints board:

Center for Klageløsning, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark. You file the complaint through the complaints portal at naevneneshus.dk.

If you live in another EU country, your national European Consumer Centre can help you bring a case against a Danish seller.

Seller Information

Lisa Ketty Jørgensen
Sofievej 3B, st.
2840 Holte
Denmark

Email: lisakettyj@gmail.com
Phone: +45 29 21 73 98

I am not registered for VAT, so no VAT is added to my prices. The price you see is the price you pay.

I answer emails Monday to Friday, 9:00-17:00 (CET), normally within 24 hours on working days.