The questions that come before the order.
These are the same answers the order form gives at the step they apply to. Nothing here is a different promise from the one you get while ordering.
The drawings
Do you really work from the originals?
Yes. That is the whole point of the artwork. Any piece we do not use travels back to you in the same parcel as the finished work.
What if a drawing is torn or stained?
Send it. Small tears are stabilised from behind with archival tissue, and age marks are almost always left as they are — they are part of the object's history.
Can I name the pieces that must be included?
Up to five, and you can tell us who made what. That brief stays with the artwork on the bench for the whole commission.
How do I pack drawings flat?
Between two sheets of card, in the order they come out of the drawer, taped only at the card's edge — never onto the artwork. The label email includes a one-page guide with photographs.
What if a piece is too big for the parcel?
Tell us before you send. For anything above A2 we arrange a flat-pack carton at our cost rather than have you fold it.
Choosing a format
I don't know which size fits my pile.
Take the drawing count on each size as the guide: 12–15 for the Etude, 40–50 for the Salon, 50–60 for the Galerie, 100+ for the largest. Send more than the minimum — the composition is better with room to choose, and everything unused comes back.
Can I change the format later?
Until your parcel is opened at the atelier, yes. If the pile turns out bigger or smaller than expected we will tell you honestly and adjust the price either way.
What does "artwork wrapped" mean?
The composition continues around the artwork's edge, so the piece hangs flat like a canvas and needs no frame. The alternatives leave the birch visible or paint the edge in ink.
Time
Can you make a fixed date?
Often, yes — we agree it in writing before you pay so nobody is guessing. Christmas commissions close in early November.
What does priority actually change?
Your artwork moves to the front of the bench, which saves roughly two weeks of queue. It does not shorten curing: three coats and their drying time are fixed.
What happens if you miss the date?
If we agreed a date in writing and we miss it through our own fault, the priority fee is refunded and we cover express delivery.
Sending and delivery
Is my parcel insured on the way to you?
Yes, to €500 as standard, and higher on request. Every send-in label is tracked and signed for on arrival at the atelier. More on both journeys.
Can I order from outside the EU?
Yes, but shipping is quoted individually because long-haul packing is different. Choose "Outside the EU" and we will write to you with a price before anything is charged.
Paying
When am I charged?
In two halves. Half when you order, which starts the work, and half once the artwork is finished and before it ships. You see a photograph before the second half is due.
How can I pay?
iDEAL or card, and bank transfer on request. The two halves are the only spreading there is — there is no instalment plan. Business orders can be invoiced with a VAT number.
Can I cancel after I have paid?
Up to the moment your parcel is opened at the atelier, write to us and the order is unwound against a €45 administration fee. After that the commission is under way and cannot be cancelled.
Why does the withdrawal right not apply?
Because the artwork is made to order from your own materials it cannot be resold, which is the EU exemption for personalised goods. What you get instead is a five-year guarantee and free repair. The full clause.
Your data
Is my data stored anywhere else?
No. It is used to make and deliver your commission, and for the tax record we are obliged to keep. Never sold, never shared for marketing. The privacy statement.
Why do you need my address before I have chosen anything?
So the prepaid send-in label can be issued the moment you order, and so the courier can make an appointment for the larger formats. Nothing is charged at that step, and you can stop there without leaving an order.