Frequently Asked Questions
Orders & Production
How long will it take to receive my order?
All pieces at The Canvas Collective are made to order. Production times vary by category: most pieces are ready for dispatch within 3–5 business days. Woven and jacquard pieces — including blankets, throws, and woven cushions — require 5–15 business days due to the complexity of their construction. Once dispatched, delivery takes 2–4 business days within the EU and UK, and 5–20 business days for international destinations.
Can I cancel my order?
Orders may be cancelled within 24 hours of placement, before production begins. After this window, cancellations cannot be accepted as your piece will already be in production. To request a cancellation, contact us immediately at elyvoreaeinf@gmail.com.
Can I modify my order after placing it?
As production begins promptly upon confirmed payment, we are unable to accommodate modifications after the 24-hour cancellation window. Please review your order carefully before completing your purchase.
Returns & Refunds
Can I return my order?
As every piece is made exclusively to your order, we are unable to accept returns or exchanges for reasons of preference or change of mind. This is in accordance with EU consumer protection law regarding personalised goods (Article 59(c), Directive 2011/83/EU).
What if my piece arrives damaged or defective?
In the rare event of damage or a manufacturing defect, please contact us within 72 hours of confirmed delivery at elyvoreaeinf@gmail.com with photographic or video evidence. We will assess each case individually and propose an appropriate resolution.
Shipping & Duties
Do you ship internationally?
Yes, we ship worldwide. Shipping costs are calculated at checkout based on your destination. All orders include tracking and are dispatched via international carriers including FedEx, DHL, and TNT.
Will I have to pay customs duties?
Orders shipped within the EU and UK are not subject to customs duties. Orders shipped outside the EU and UK may be subject to local customs duties and import taxes upon arrival, which are the responsibility of the customer.
Materials & Quality
What materials do you use?
Each collection at The Canvas Collective draws from a considered palette of materials: jacquard-woven textiles, bone china, full-grain and painted-edge leather, and sculptural ceramics. Every material is selected for its technical integrity as much as its aesthetic character — chosen to age with distinction rather than merely endure.
Is your bone china food safe?
Yes. Our bone china pieces — including teapots, trinket pots, trays, and plates — are produced to food-safe standards. They are suitable for everyday use and are dishwasher safe unless otherwise specified on the product page.
How durable are your woven textiles?
Our woven and jacquard textiles have been tested to ISO 12947:1998 using the Martindale abrasion method, demonstrating no significant degradation after simulation of 40,000 rubs. They are designed for lasting use in both domestic and contract environments.
Are your fabrics flame retardant?
Selected fabrics in our collection meet British Standards BS 7176, BS 3379, and BS 5867 for flame retardancy, and BS 5722 for low flammability in nightwear applications. Certificates are available upon request. For full details, please visit our Standards & Certifications page.
Are your materials sustainably sourced?
We work with manufacturers who share our commitment to responsible production. Our print-on-demand model eliminates overstock and waste by design — every piece is made only when it is acquired. We continue to deepen our understanding of our supply chain and will share further provenance information as our collections evolve.
Products & Quality
Are your products truly made to order?
Yes. Every piece in our collections is produced exclusively upon order. Nothing is held in stock. This allows us to maintain the highest standards of quality and to offer pieces of genuine singularity.
How should I care for my pieces?
Care instructions vary by product and material. Specific guidance is provided on each product page. For further advice, please contact us at elyvoreaeinf@gmail.com.
Where are your products made?
Our pieces are produced by carefully selected specialist manufacturers, chosen for their technical expertise and commitment to quality. Production locations vary by category and material.
Payments & Security
What payment methods do you accept?
We accept all major credit and debit cards, as well as additional payment methods available at checkout, processed securely via Shopify Payments.
Is my payment information secure?
Yes. All transactions are processed through Shopify's secure payment infrastructure. We do not store or have access to your payment details.
For any further enquiries, please contact us at elyvoreaeinf@gmail.com. We respond within 2 business days.
— The Canvas Collective