FAQ’s

Do you accept custom orders?

Yes. A deposit is required to start the order. Full payment is required before the order can ship. Custom orders take at least 14 days to process. Email sammyjo@florellie.com for additional information on custom orders. Even though custom orders are an option, we have the right to refuse to accept a custom order. These orders are subject to supply availability.

CANCELATIONS

At this time, we cannot accept Custom Order cancelations. You can email our Creative Director sammyjo@florellie.com to discuss options that might be available to you.

REFUNDS and RETURNS

In general, we do not accept Custom Order returns because we provide the Customer with a Contract that details out every step of the project and we provide “Milestone” photos and updates. If at any point you are not satisfied with your Custom Order, you can contact sammyjo@florellie.com to discuss other options. Your contract will layout the last date to receive a refund as well as details on how to request edits on your project. Sammy Jo works hard to keep the lines of communication open to ensure you are completely satisfied with your Custom Order. If you have had your Custom Order for more than 7 days, we are NOT able to provide a refund or accept a return.

We will not accept returns or issue refunds on items damaged by the shipping facility. You will need to contact the shipping facility to file a claim if they have damaged your item(s). We will provide you with the shipping facilities information and do what we can to assist you with you claim but we are not responsible for damage after your item has shipped.

If your item was purchased through The Painted Tree’s Raleigh location, you will need to review their return policies. They may be different from our policies listed above. They may only offer store credit.

SHIPPING

Items will ship within 10 business days (Tuesday through Friday). Some items are shipped from different facilities located outside of the US. Tracking information will be provided for any items purchase through our website. After an item is shipped, things have moved beyond our control. Shipping is affected by many outside influences, especially COVID-19. We ask that you contact the shipping facility directly for an update on your item’s arrival. Faster shipping and insurance are an option but please contact our support team for details. Additional charges will apply. We can only estimate you will receive your package within 10 days. We currently ship only within the US. However, if you live outside of the US and wish to purchase an item, please contact us directly. We are willing to ship outside of the US but will need additional time to calculate the proper postage. Your tracking information will be provided to you once your purchase has been processed. We ship with the information given to us at check-out. If the information is incorrect and results in an undeliverable or lost package we are not at fault. If undeliverable, our support staff will give our best efforts to have the item sent to the proper address. But you may be required to pay additional shipping. If lost, our support staff is willing to discuss possible options with you and we will contact the shipping facility for detailed tracking information. This could take up to 30 days. Although we aim to ship within 10 business days, we will not ship until payment has cleared. Payment must be received in full. We do not offer payment plans. Legal action may be taken against you for non- payment, and you could be charged additional fees once payment has been processed.

CUSTOM ORDERS

Custom orders take at least 14 days to process, and a deposit is required to start the order. Full payment is required before the order can ship. Even though custom orders are an option, we have the right to refuse to accept a custom order. The contract between Florellie and the Customer will layout in detail what you expect from the project. There will be a “Milestone” or a “Check-In” period which is the last chance to ensure that Florellie is completing the work to your satisfaction.

We strive to keep an inventory in our shop, and we also strive to maintain a healthy balance between work and our social life. Please contact Sammy Jo directly, sammyjo@florellie.com, to inquire about a custom order.

Holiday Custom orders MUST be places on or before December 5, 2023 in order to receive in time for Christmas. Shipping may effect timeframe for receiving item(s).

DISCLAIMER

All artwork featured on this site is created by Sammy Jo with Florellie. These images may not be downloaded, copied, linked, or edited in any manner or form for use on any website, image gallery, clipart collection, printed product, or other derivative uses without express written permission from the artist. These images reflect paintings created by Sammy Jo with Florellie and are not to be reproduced or shared.