Returns & Refunds

Store purchases (finished pieces)

Shipping damage

If your piece arrives damaged, you have 48 hours from delivery to email us at oniroze@evoke-exclusives.com with photos of:

• The damaged piece
• The packaging it arrived in (this helps us file a carrier claim)

You have two options:

Lost packages

If tracking shows no movement for 15+ business days and the carrier confirms the package is lost, we issue a full refund.

Cancellation before shipping

If you change your mind before we ship, email us and we'll cancel the order and refund in full. Once the order ships, this option is no longer available — damage and lost package coverage above still applies.

Commissions

Commission deposits and final payments are non-refundable once we've started work on your piece or sourced the Pop on your behalf. This includes situations where:

• You change your mind about the design
• You change your mind about the character
• You no longer want the piece for any reason

Deposit refunds before work begins

If you change your mind after paying your deposit but before we've started painting or sourced the Pop, email us and we'll refund your deposit in full. Your slot simply releases.

No deposit yet

If your brief is approved but you decide not to move forward before paying the deposit, no harm done — your slot releases automatically.

If we've already sourced your Pop

In the rare case where we've sourced and purchased your Pop on your behalf, but you decide to cancel before painting begins, here's how it works:

• The portion of your deposit that covered the Pop itself goes toward sending you that Pop — it's yours, you paid for it
• You cover shipping to receive the Pop (same as if we'd painted it)
• The remainder of your deposit (the portion that covered your reserved slot) is non-refundable, since your slot was blocking time on our calendar

This is rare, but we'd rather be upfront about it than have it become a surprise. Just email us if this comes up — we'll walk you through the exact breakdown.

Damage and lost packages

The only refund we offer on completed commissions is the same shipping damage and lost package coverage as store purchases, with the same 48-hour window.

Not covered

• Change of mind after delivery (store) or after work has begun / Pop has been sourced (commission)
• Minor visual variations between the piece and the listing photos — hand-painted means subtle differences in light, color, and finish are expected and part of what makes each piece unique
• Damage caused after delivery
• Packages delivered to the wrong address because of incorrect shipping info entered at checkout
• Packages returned to us as undeliverable or unclaimed — for example, an incomplete address, a moved residence, or a missed pickup window. In these cases you can re-ship at your cost, or accept a partial refund (we keep the original shipping cost we already paid).

Refund timeline

Once approved, refunds are processed within 3 business days. Funds typically appear on your card within 5–10 business days after that, depending on your bank.