At Copic Shop, we take immense pride in the quality of our art materials, from our professional-grade 100% cotton papers to our vibrant Artists’ watercolours. We are confident that you will love your purchases. However, we understand that sometimes an item may not be exactly what you need for your creative project. This policy outlines our straightforward process for returns and exchanges.

Our Returns & Exchanges Promise

We want you to be completely satisfied with your art supplies. If for any reason you are not happy with your purchase, you may return most unused and unopened items in their original packaging within 15 days of receiving your order for a full refund or exchange.

Please Note: For the health and safety of all our customers and to ensure the highest quality of our products, we cannot accept returns or exchanges on certain items. These include:
  • Acrylic & Drawing Inks (opened or unopened)
  • Acrylic Paints (opened or unopened)
  • Artists’ Pigments and Binders
  • Airbrush & Spray Paints
  • Any opened liquids, mediums, additives, or adhesives.
These products are excluded due to their nature as consumable, hygienic, and chemical-based materials which cannot be resold once they leave our warehouse.

How to Initiate a Return or Exchange

To start the process, please follow these steps:

  1. Contact Us: Within 15 days of delivery, please email our customer service team at [email protected]. Use the template below to ensure we have all the information we need to help you quickly.
  2. Wait for Instructions: Our team will respond within 2 business days with a Returns Authorisation Number and instructions on where to send your parcel. Please do not send any items back without this number.
  3. Ship the Item(s): Carefully pack the unused, resalable item(s) in their original packaging. Include a copy of your order confirmation or packing slip. Ship the parcel to the address we provide. Please note that original shipping costs are non-refundable, and you are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item sent).
  4. Processing: Once we receive and inspect your returned item, we will process your refund or dispatch your exchange item within 5 business days.

Email Request Template

To request a return or exchange, please email us at [email protected] with the subject line “Return/Exchange Request” and include the following information:

Subject: Return/Exchange Request - Order #[Your Order Number]

Dear Copic Shop Team,

I would like to request a [return for refund / exchange] for my order placed on [Order Date].
Order Number: #[Your Order Number]
Name: [Your Full Name]
Product(s) to return: [Product Name(s) and Code/SKU if available]
Reason for return: [Please provide a brief reason]
Preferred Resolution: [Refund to original payment method / Exchange for (please specify product)]

I confirm that the item(s) are unused and in their original packaging.

Thank you,
[Your Name]

Refund Timing and Method

Refunds will be issued to the original payment method used for the purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Please allow up to 10 business days for the refund to be processed and appear on your statement after we have approved it. The timing depends on the policies of your card issuer or PayPal.

You will receive an email notification once your refund has been processed.

Exchanges

If you are exchanging an item for a different product, we will ship the new item to you via our standard shipping method once the return is received. Any difference in cost will be either refunded to you or invoiced, as applicable.

Questions?

We are here to help. If you have any questions about returning an item to our shop, please don’t hesitate to contact our friendly team at [email protected].

Thank you for trusting Copic Shop with your creative journey.

Warmly,
The Copic Shop Team