Last updated: 16 June 2026
We want every DAILE gift to arrive beautifully made and ready for its moment. This policy explains cancellations, returns and remedies for standard and personalised products.
1. Standard, non-personalised products
If you are an EU/EEA consumer, you may withdraw from the purchase of a standard, non-personalised product within 14 days after delivery, without giving a reason. Email info@daile.art before the period expires and clearly state that you wish to withdraw.
The item should be returned complete, unused beyond what is reasonably necessary to inspect it, and protected in its original packaging where possible. You are responsible for diminished value caused by handling beyond what is needed to establish its nature, characteristics and functioning.
2. Personalised and made-to-order products
The ordinary change-of-mind withdrawal right does not apply to products made to your specifications or clearly personalised, including photo puzzles, custom artwork, names, messages and specially configured gift sets.
Production may begin shortly after payment. Contact us immediately to correct or cancel an order. Where production has not started, we will try to accommodate the request, but cancellation is not guaranteed. This exclusion does not affect rights if the product is defective, damaged, materially different from the approved order or otherwise non-conforming.
3. Damaged, defective or incorrect orders
Inspect the parcel after delivery and contact us as soon as possible—preferably within 48 hours—if it is damaged, defective or incorrect. Include your order number, a description and clear photos of the product and packaging. This request helps us investigate carrier damage and does not limit mandatory rights.
After review, the remedy may include repair, replacement, reproduction, price reduction or refund as required by law. DAILE covers reasonable return costs for accepted defective or incorrect items.
4. How to request a return
- Email info@daile.art with your order number and reason.
- Wait for approval and packing instructions.
- Send the item using a trackable service to the authorised return address.
Do not send a parcel without contacting us first. The return location is SIA DAILE, Ganību dambis 26-4, Rīga, LV-1005, Latvia, unless customer care provides another address.
5. Shipping costs
For ordinary withdrawal from a standard product, the customer pays direct return postage unless DAILE agrees otherwise. If the full eligible order is withdrawn, we refund the standard outbound delivery charge paid, if any. Extra cost from upgraded delivery is not refundable beyond the standard-delivery amount.
6. Refund timing
Eligible refunds are issued through the original payment method within the period required by law. We may withhold the refund until goods are received or evidence of return is provided. Banks and payment providers may need additional processing time.
7. Exchanges, sale items and gift cards
For eligible standard products, the fastest exchange is usually to return the original item and place a new order after approval. Statutory rights also apply to discounted standard products. Gift cards and completed digital services are non-returnable except where required by law.
8. Orders outside the EU/EEA
Rights may vary by destination. DAILE honours mandatory consumer rights that apply to the purchase. Nothing in this policy excludes rights that cannot legally be waived.
9. Contact
SIA DAILE
Registration number: 40203481368
Ganību dambis 26-4, Rīga, LV-1005, Latvia
info@daile.art