We Care

Our priority is to provide sustainable high quality products and exceptional personal service to our fellow art print collectors. Here is a list of our most Frequently Asked Questions to help master your EROS+VESTA experience.

Payments, Promo & Gifting

What payment methods do you accept?

We accept Visa, MasterCard, PayPal, Apple Pay and EROS+VESTA gift cards. Only one credit card may be applied per order. Your card will be charged at the time your order is placed. If you are using an EROS+VESTA issued gift card, the funds will be removed from your balance at the time your order is placed. All pricing is listed in CAD.

What billing address should I use?

The billing address you are using may not match the shipping address you would like the order shipped to.  Please ensure to use the billing address that is linked with your chosen payment method so that your order processes with no issues. 

How do I use a promo code or coupon?

Promo Codes & Gift Cards can be applied during the checkout process when entering your billing details.  Simply select the applicable coupon option (found above the ‘last name’ field) and type/paste your code.  Only one coupon code may be applied per order.  Promo codes cannot be combined with other offers.  Promo codes do not apply to gift cards.

Personalized Orders

How are personalized print orders handled?

When you order one of our personalized art prints we will send a proof your way within 3-4 business days based on the details provided in your order.  We are happy to make 1-2 minor revisions to your order, however any revisions requested beyond this may incur a fee for additional design time.  These orders will ship within 1 week after confirmation of the proof.  Personalized orders are final sale.

If errors are discovered or additional changes requested after proof approval, an additional charge for design time will apply.  If additional changes are requested after the printing is complete, an additional charge for the value of the print will apply.  Please note any additional information you may want included on your personalized item(s) are subject to EROS+VESTA approval and may ultimately not be included on the item due to product design and brand integrity.

If I order other art prints from the EROS+VESTA website in addition to my personalized items will everything ship together?

Yes, your entire order will be shipped together once your personalized order is complete.  If you have any questions regarding the status of your personalized order, please contact us at [email protected] and a member of our team will get back to you shortly.

Will I see a proof before my items are printed and sent to me?

Yes, customers ordering any of our personalized art prints will receive a proof within 3-4 business days after the order is placed. Once you have confirmed the proof design details the order will be processed and is non-refundable.  

Can I reorder personalized items?

Yes, please have your original order number on hand and contact us at [email protected]

Are you all available for personalized projects?

We act as a custom design studio and Ninon our co-founder is available to take on personalized design and illustration work on a limited basis.  For more information regarding the design process or to discuss a quote, please email us at [email protected] with details about your project and someone will get back to you shortly. We are able to assist you in both English and French.

Can I use the personalized images from my order for a logo or artwork on my blog, website, etc.?

All digital images used during the proofing process are sole property and copyright of EROS+VESTA and cannot be used for personal logo design or reproduction outside of EROS+VESTA.  All illustrations are copyright of EROS+VESTA and may not be reused without permission. If you have any further questions, please email us at [email protected] 

Any photographs or prints that are not designed by EROS+VESTA will have the photographer/artist copyright mentioned in association with product.

 

Returns & Exchanges

What is your return policy?

Unopened products may be returned within 30 days of receipt for a full refund less the original & return shipping costs.  Opened or final sale items items cannot be returned.

Personalized orders are non-refundable once you have confirmed the proof design.  Framed art prints are final sale and cannot be returned. if you wish to return an item that was gifted to you, please contact us at [email protected]

Once we receive the returned item(s) we will refund your original method of payment less the original shipping cost as soon as possible.

Please note refunds may take up to 10 business days to show on your account due to varying processing times between payment providers.

How do I return an item?

i) Make sure that your order qualifies.  Unopened products may be returned within 30 days of receipt.  Personalized orders, framed art prints, and items marked ‘Final Sale’ are ineligible for returns.

ii) Please contact [email protected] for return address information (please note that you will be liable for the cost of shipping for the returned item).  Any order returned to the wrong address (i.e. the address not provided above) will incur a rerouting fee subtracted from the refund.

iii) Await Refund.  Once we receive the returned item(s), we will credit your original method of payment excluding non-refundable shipping costs as soon as possible. Please note refunds may take up to ten business days to show on your account due to varying processing times between payment providers. If for any reason you do not receive the credited amount within that time frame, please feel free to contact [email protected]

 

Do you offer exchanges?

We do not offer exchanges at this time but will always try to be as accommodating as we can.  If you have any questions or concerns, please contact [email protected]

Do you offer refunds?

We offer a refund on full-priced purchases within 7 days of your order receipt as well as returned items that qualify.  The refund will be applied to your original form of payment and may take 5-10 business days to process.  Refunds cannot be placed on a gift card unless that was the original payment method used. We are not able to honour gift cards with purchase promotions on orders that have already been placed.  If you have a refund request, please contact us at [email protected]

Terms & Conditions

Copyright & Trademarks

EROS+VESTA  and erosandvesta.com  are properties of Ninon Richir, Daniel Yurkewich General Partnership. In addition, any photos, designs, graphics, text or other content are protected by worldwide copyright and other intellectual property laws, treaties, and protections. You may not reproduce, publish, distribute, transmit, transfer, sell or modify any portion of this site without express written permission from Ninon Richir, Daniel Yurkewich General Partnership.

All third party names, trademarks and copyrights are properties of their respective owners.

Content usage

Please contact us should you wish to use any of our content or make reference to EROS+VESTA publicly. Along with seeking our permission we ask that you provide credit for any content you intend to re-use, and hyperlink it to https://erosandvesta.com if used online. Whenever possible, we are happy to provide high resolution photographs and answer any questions you may have at that time.

We reserve the right to request that any third-party remove our content or other copyrighted materials at any time for any reason.

Community Guidelines

We reserve the right to block, delete, or otherwise restrict comments and posts from our social media channels which contain personal attacks, hateful or divisive speech, profanity – or those which promote a personal, political, religious or other unrelated business or agenda. We hope this will promote an atmosphere where our friends, customers, and fans can engage in productive and positive conversation.

Privacy & Security

Information Gathering

We only collect the personal information you choose to provide. If you register on our site, place an order or subscribe to our newsletter some of your personal information is required. You may be asked to enter your name, email address, mailing address, phone number or credit card information. You may visit our site anonymously by declining to engage in any of these interactions.

Information Usage

The information you provide us may be used in any of the following ways:

To personalize your experience, improve our website process, process a transaction, provide you with order status updates, send EROS+VESTA promotional messages.

Note: You may unsubscribe from our promotional messages by following the unsubscribe instructions located at the bottom of each email.

The information you submit to us, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or requested service.

Information Protection

All data submitted is transmitted via https (TLSv1.2). Any data submitted in relation to a purchase is also encrypted before being sent to our payment gateway provider for authorization. We employ a variety of measures to protect your personal information when it is submitted to our site. The payment gateway provider is required by law to keep this information confidential. We do not store any financial information (credit cards, social security numbers, etc.) on our servers. The personal information we do store on our servers (name, address, email, phone number, etc.) is protected by standard industry-wide security measures. Compromising the security measures employed by us or by our payment gateway provider is punishable by law.

Fraud Protection

Internet fraud is a serious matter to us.  We encourage you to be cautious about submitting your financial information online and to vet any organization which purports to protect your information.  If you feel that you have been the victim of fraudulent purchase activity through our store, please contact your bank (or related financial institution) immediately.  Unless instructed not to by your financial institution, contact us next.  If the questionable transaction is “pending” there is a chance we can cancel it before any money has been exchanged.  If the payment has been processed, please contact us so that we can put a hold on it before it gets shipped.  We will do everything in our power to prevent the processing of fraudulent orders, inclusive of contacting you by phone or email to verify your payment and shipping information.

Cookies

We use cookies to help us remember you, process items in your shopping cart and compile aggregate data about site traffic and site interaction so that we can provide a better site experience.

Learn more about cookies.

Third Parties

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential and so long as they agree to comply with our policies. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property or safety.

Third Party Links

At our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We claim no responsibility or liability for the content and/or activities of these third parties, though we welcome any feedback about them – please feel free to contact us.

Privacy Policy

This online privacy policy applies to information collected through our website and not information collected offline. By using our site, you consent to our Terms & Conditions and Privacy & Security policies. By placing an order through our site you consent to our Customer Service policies.

We reserve the right to change these policies at anytime. Please contact us if you have any questions about the above information.

We Care

Need help? We are available Weekdays 9:00AM to 5:00PM PST
  [email protected]

We speak both English and French and will get back to you promptly.