Frequently Asked Questions

1. Regarding the Artwork

1.1. Do you offer custom artwork?

Yes, Mathilde would love to create a unique, personalized piece of art for your home! However, please keep in mind that she only accepts custom commissions if the style you are looking for aligns with the artistic style she creates. 

Please send her a message via the contact page with all your inquiries, and she will respond within 48 hours.

1.2. What materials are the artworks made from?

Her artworks are created as:

  • Original artworks made with acrylics on wooden-framed canvas.

  • High-quality prints on paper or canvas.

1.3. Can the size be customized?

Yes, some original artworks and prints can be custom-sized to best fit your space. Please contact her to discuss the specific artwork you are interested in and the available sizing options.

1.4. Do the actual colors differ from the photos on the website?

We always make our best effort to ensure the colors of the artwork on the website is as close as possible to the actual product. However, due to differences in screen settings, resolution, and lighting conditions during photography, the colors displayed may have a slight variation compared to the artwork you receive.

2. Ordering and Payment

2.1. How do I place an order on the website? 

You can easily place an order through the following channels:

  • Via Fanpage: Visit Fanpage https://www.facebook.com/thildemag on social media platforms and send a message to place an order or get support from her customer service team.
  • Via Website: Visit our official website at mathildegranveau.com to select products and place your order online.
  • Via Zalo or WhatsApp: Contact her directly at Hotline number 0395857271 (EN) or 0932525303 (VN) to place an order and receive product consultation.

2.2. Is a deposit or upfront payment required?

Yes, a 50% upfront payment is required only for custom artwork commissions before the creation process begins.

2.3. What payment methods are accepted? 

We currently accept the following payment methods for all orders:

  • PayPal

  • Apple Pay

  • Credit/Debit card payments through Shopify Payments.

3. Shipping and Inspection

3.1. What is the processing and shipping time? 

Estimated domestic shipping time will vary based on the delivery destination:

  • Inner City/Within Province: [Estimated delivery: 1-2 business days]

  • Within Region: [Estimated delivery: 2-4 business days]

  • Inter-Region: [Estimated delivery: 3-7 business days] We will inform you of the specific delivery time for each order after confirmation.

The Estimated International shipping time will vary based on the delivery destination & customs clearance. [Estimated delivery: 7–21 business days]. You can check more details in our Shipping & Delivery.

For custom artwork: The order processing time typically takes 5 to 15 business days, depending on the complexity and type of artwork (original or print).

4. WARRANTY & RETURN POLICY

4.1. Do you have a return policy? What are the conditions and time frame for exchange/return?

We apply a return and exchange policy within 14 days from the date you receive your product. To be eligible for a return, your item must be in the same condition that you received it, in its original packaging, and you'll need the receipt or proof of purchase.

We have two main cases for returns and exchanges:

4.1.1. Warranty and Returns due to customer reasons:

  • Conditions for exchange: The product must be intact, free from dirt, surface and frame scratches, not broken or damaged.
  • Exchange fee: For exchanges due to customer reasons, Mathilde Granveau will charge an additional shipping fee to send back to you. You will also need the receipt or proof of purchase.

4.1.2. Warranty and Returns due to Mathilde Granveau's reasons: 

We accept product exchanges in the following cases:

  • Artwork does not match the order.
  • Incorrect size, incorrect frame color.

  • Product damaged or broken during shipping.

If there are any issues with the product or if the product is damaged upon receipt, please notify us and send accompanying photos of the product within 24 hours from the time of receipt to ensure the best support and protection of your rights.

GENERAL NOTES:

1. In the event of a refund, Mathilde Granveau will return the amount to the exact account or card used for the original payment, unless otherwise agreed upon by the customer and Mathilde Granveau.

2. Mathilde Granveau is committed to transparent and lawful business practices, always ensuring the sale of quality products with clear origins. Customers can shop with confidence and receive support from her dedicated customer service team.

3. If you have any questions or requests, please feel free to contact her:

 We are always ready to assist and meet your needs