Return & Refund

1. Returns & Refunds – Overview

At ALHO Photo Ltd. (England), every artwork is produced with great care and made specifically for your order. Because of the made-to-order nature of our products, our returns policy differs from standard retail goods.

2. Made-to-Order & Framed Prints (No Exchanges / No Returns)

Framed prints are individually produced and custom-assembled (e.g. chosen frame style, size, mounting and finishing). For this reason, framed items cannot be exchanged or returned for change-of-mind reasons once production has started.

This reflects the legal exception that applies to customised or made-to-order products. Your statutory rights in case of damage or defects remain unaffected.

3. Unframed Prints & Made-to-Order Items

Many of our unframed prints are also produced to order. Where an item is custom-made (for example a specific size, finish, or limited edition format), it may not be eligible for return or exchange for change-of-mind reasons once production has started.

If you are unsure whether your item is made-to-order, please contact us before purchasing and we will be happy to advise.

4. Damaged Items

If your order arrives damaged, please notify us within 48 hours of delivery so we can assist as quickly as possible.

Please include:
• Your order number
• Photos of the damage
• Photos of the outer packaging
• Photos of the inner packaging

Once confirmed, we will arrange a replacement, repair, or an appropriate solution depending on the circumstances.

5. Defective or Incorrect Items

If you receive an item that is defective or not as ordered (for example the wrong size, finish, or frame), please contact us within 48 hours of delivery.

After review, we will offer a replacement, correction, or refund where appropriate. This does not affect your statutory rights.

6. Refunds

Where a refund is approved, it will be processed back to the original payment method. Refund timing depends on your payment provider, but is typically completed within a few working days after the refund is issued.

7. Lost or Missing Deliveries

If tracking shows your order as delivered but you have not received it, please check with neighbours, building reception, or any safe place first.

If the package still cannot be located, contact us as soon as possible so we can support you with a carrier investigation.

8. International Orders & Customs

We ship worldwide. For deliveries outside the United Kingdom, local customs duties, import taxes, or handling fees may apply. These charges are the responsibility of the buyer and are not refundable by ALHO Photo Ltd.

9. Contact

If you have any questions regarding returns, damages, or refunds, please contact us via email or our contact form. We respond within 24 hours.

Email: hello@alhoshop.com