We stand by the same pledge we made over 50 years ago. If you are not completely satisfied with any part of your order, please contact our Customer Service Department to speak with a representative.
We give each customer's concerns individual attention and will provide you with the instructions for making your return or exchange. Please contact our Customer Service Department at 1-800-223-9132 within 365 days of delivery so the exchange, refund or credit transaction can be arranged. You may also send us a message requesting instructions.
When returning stock items of your choice, include a copy of the completed return form (found on the back of the packing slip). If the return form is not available, you can download it here: Utrecht Return Form.
Return shipping can be arranged with the shipper of your choice; however, we do encourage you to use a shipper with a reliable tracking system such as FedEx or UPS. If the shipment is lost or damaged on its way back to Utrecht, you may follow up with the shipper for claim resolution.
Please Note: Utrecht Art Supplies may charge a 15% restocking fee on any merchandise returned as a result of a customer's ordering error.
Returning Drop Shipped Items
Items that are shipping directly from the manufacturer (drop shipped) cannot be returned without prior authorization from Customer Service. Failure to do so may void any refund eligibility. All returns are also subject to a restocking fee established by the vendor. Please contact customer service regarding the restocking fee.
Please call us at 1-800-223-9132 to obtain a return authorization number before returning a drop shipped item.
Any order that is cancelled after it has shipped from our warehouse will be subject to a 15% restocking fee. Additionally, any applicable shipping and handling charges will not be refunded to the customer.
Damaged or Defective Items
We will replace Utrecht-manufactured artist supplies that arrive damaged or defective. Some non-Utrecht art supplies carry warranties from the manufacturer. Call us with any questions.
If you receive a damaged package, save the box and contact us right away. Damaged shipments, defective merchandise and packing errors must be reported to a Utrecht Customer Service Representative within 10 days of receiving. Utrecht Customer Service Representatives can be contacted by emailor by calling 1-800-223-9132 Sunday 8 AM to 9 PM, Monday-Friday 6 AM to 10 PM, and Saturday 7 AM to 10 PM CST.