Shipping, Returns & Refunds
Last updated: 2 August 2026
This policy covers production and shipping timelines, and our strict return and refund rules for Mark & Rose custom products — including The Legacy Canvas prints made from your photos and frame profile choices (8mm Gallery Profile / 12mm Statement Profile). Please read carefully before ordering.
Shipping charges
Estimated delivery includes 15 business days for design and making, plus carrier transit.
- Standard Tracked Shipping
- HK$32
- Free Shipping Threshold
- Free over HK$275
- Est. Delivery Time
- 16–17 business days
Amounts are shown in HKD.
1. Overview
Most Mark & Rose pieces are made to order. Shipping timelines below are estimates in business days and may vary during peak seasons, customs clearance, or carrier delays beyond our control.
Custom-printed canvas products are manufactured specifically for you and cannot be restocked or resold. Our return and refund rules below are intentionally strict and apply once production has started.
2. Non-Returnable / Final Sale (Custom Canvas)
Every Legacy Canvas (and other personalized Mark & Rose item) is custom-made to order using customer-provided photos and your selected specifications, including size and frame profile (8mm Gallery Profile or 12mm Statement Profile). Because each piece is unique to your order, it cannot be resold.
- We DO NOT accept returns once production has started.
- We DO NOT accept exchanges once production has started.
- We DO NOT accept cancellations once production has started.
- Change of mind, incorrect size selection, incorrect profile selection, or any other customer preference after production begins are not eligible for return, exchange, cancellation, or refund.
- This final-sale rule aligns with exemptions from standard distance-selling withdrawal rights for goods made to the consumer’s specifications (including EU/UK 14-day cooling-off rules for personalized goods).
3. Strict Refund Policy (Quality Defects Only)
Refunds or free replacements are ONLY granted for serious manufacturing defects or physical damage during transit. Cosmetic preference and source-file limitations are not covered.
- Eligible: serious manufacturing defects (for example severe printing flaws clearly attributable to production, not the source file).
- Eligible: physical transit damage (for example a broken wood frame, torn canvas, or crushed parcel damage to the product).
- NOT eligible: minor colour variations between digital screens (RGB) and physical prints (CMYK on canvas). Screen-to-print differences are normal and expected.
- NOT eligible: blurry, soft, pixelated, or low-resolution results caused by low-quality, low-resolution, or heavily compressed customer photo uploads.
- NOT eligible: dissatisfaction with composition, crop, size, profile depth, or personal taste after the item has been produced as ordered.
4. Defect Claim Procedure
To request a free replacement or full refund for a valid defect or transit-damage claim, you must follow this procedure:
- Report the issue to Mark & Rose within 7 days of delivery (email cs@marknrose.com or use our Contact page).
- Provide clear photo and/or video proof that shows: (1) your order number, (2) the outer and inner packaging, and (3) the specific defect or damage.
- Keep the product and packaging until we complete verification.
- Upon verification of a valid manufacturing defect or transit damage, Mark & Rose will issue a free replacement or a full refund.
- Claims submitted after 7 days of delivery, or without adequate photo/video evidence, may be declined.
5. Production Times
Personalized Mark & Rose orders typically require 15 business days for design and making after payment and artwork review, before handover to the carrier.
Estimated delivery times above already include this 15-day making window plus carrier transit. We will contact you if artwork issues may delay production.
6. Shipping Charges & Delivery
We offer standard tracked shipping. Choose a destination above to see the rate, free-shipping threshold, and estimated delivery for that country. Estimated delivery includes 15 business days for design and making plus carrier transit.
Remote areas, islands, and peak holiday periods may take longer. Delivery dates are estimates, not guarantees.
7. Tracking & Delivery
When your order ships, we send tracking details to the email used at checkout. Please monitor tracking and ensure someone can receive the parcel.
8. Customs & Duties
International orders may be subject to import duties, taxes, or brokerage fees charged by your country. These charges (if any) are the recipient’s responsibility unless expressly stated otherwise at checkout.
9. Contact
For shipping questions or defect claims, email cs@marknrose.com or visit our Contact page. Include your order number and supporting photos/videos for faster verification.