All artwork is custom made and production time varies by current demand. All work is shipped from Sri Lanka. Therefore, please allow up to 4 weeks for design, creation, and packing. Additional shipping time begins after this production time and can be 1-2 weeks for domestic US services (within lower 48). If you need your artwork more urgently than this, please reach out to us at dilaviacontact@gmail.com as well as adding a comment to your order and we will see what we can do for you. 

Due to COVID disruptions in shipping may take slightly longer; please be patient and we will keep you notified if your shipping time increases beyond expected times. 

Orders are shipped on business days only (Monday-Friday). We are not responsible for refunding the cost of shipping due to postal service delays.

International shipping is available to certain locations and is limited to standard artwork sizes only. Please contact us to see if we ship to your location. Shipping and handling times will vary by location. Please allow 10-25 days for your international package to be delivered. International orders may also be subject to additional duties and taxes. Please be aware that these fees are not included in the prices listed on our website, nor are we responsible for covering them.

For questions regarding shipping to your location, please contact us at dilaviacontact@gmail.com

Requests for returns or refunds must meet our policy requirements below, and follow the requested documentation and process practices. These enable us to serve you efficiently and offer you the best pricing and service possible.

Dilavia LLC will exchange or refund any product returned to us within 30 days of receiving your shipment, excluding special & custom orders. If 30 days have passed since receiving your order, we unfortunately cannot offer you a full refund or exchange. 

The $100 deposit to reserve a commission slot is non-refundable.

All merchandise must be returned to us in salable condition. Please pack and ship your order accordingly. We recommend shipping via an insured carried such as UPS, FedEx, or USPS Priority Mail. Keep the tracking number they provide for your shipment. Dilavia.com does not accept liability for returns that are lost or arrive to us damaged.

Please note that merchandise returned as a result of a customer order error will be subject to a 15% restocking charge. If a UPS or FedEx shipment is refused by the receiver and sent back to us, the cost of the return shipping will be omitted from the refund.

Dilavia LLC does not refund original shipping charges on returns. The customer is responsible for all shipping costs, this includes the original order, any return shipments, package rerouting, and any exchanges. Please take a moment before proceeding to ensure that your request meets the policy stated above and that the products you wish to return are 1) In new condition 2) In their original boxes or packaging.
*If your order arrives damaged or is incorrect, please contact us BEFORE shipping your goods back to our store.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

Returns should be sent to:
Dilavia LLC
Attn: Returns
670 Talon Trail
Brookfield, WI
53045
USA

Please feel free to contact us with any questions.

Thank you!

Late or missing refunds

If you haven’t received a refund yet, please first check your bank account again.
Then, contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of the above and still have not received your refund, please contact us at dilaviacontact@gmail.com with your name and order number. We value your business and want to provide the best experience for all of our customers. 

General Advice

The easiest way to preserve your artwork is to keep it in a glass frame. This prevents dust accumulation and gives the work a sleek presentation. Framing options are available upon request.

If you would like to display your artwork in a location with direct sun, we recommend a UV-protected glass frame. The drawback to this is that the glass is reflective and may take away from the beauty of your artwork. Different grades of UV glass are available by request.
We recommend using nonreflective glass and keeping away from direct sunlight. Or completely forgo a frame and hang it as is, with regular gentle cleaning. 

Our artists recommend hanging their work as is. Batiks and black velvet paintings show their handmade style better when the material is not covered. The drawback here is that dust may accumulate over time and require gentle cleaning.

Specific care instructions are listed below. For any questions or comments, please email us at: dilaviacontact@gmail.com.

Black Velvet Paintings

Brush with suede or a nubuck shoe grooming brush to loosen dirt or debris. Be very careful with the wire brush side and make short strokes over the unpainted areas of the artwork. Flip the brush over to the soft grooming side to smooth around the edges of the paint.

Blow dust and debris off the painting with a pressurized air canister. An electronics duster that you would use on a keyboard works well. Hold the canned air straw nozzle and spray in the plane of the face of the painting. Do not spray directly into the painting. Only spray for 1 second at a time to avoid damaging the painting. Tapping the painting periodically can help shake dust off  during this process. 

Warning: Do not rub or scrape painted areas aggressively or the painting may be damaged. Work carefully and patiently, testing the painting’s tolerance for cleansing as you go. Always start cleaning in a small unnoticeable area before working on more prominent areas. Dilavia LLC is not responsible for damages resulting from improper cleaning or care.

To store black velvet paintings or to transport, roll them with the paint side in. This prevents sharp bends that may affect the artwork. We like to use cardboard tubing to add extra stability.

Batiks

The best way to clean batik is to give it a cold hand rinse. Use mild soap and it will minimally react with the dyes. Lay the batik flat or hang it to air dry.

To store batiks or to transport, roll them. We like to use cardboard tubing to add extra stability. If storing long term, we recommend opening them to air out about 2 times per year. 

Warning: When cleaning, always watch for running colors. Never soak the batik as this may damage the cloth. Colors may fade slightly with every wash, giving a vintage feel over time. Avoid over-washing to avoid this. However we feel this adds extra character and beauty with time.
Make sure to keep batik out of direct sunlight, which may discolor the dyes like with most textiles.  

Cotton Canvases

The simplest way to clean our cotton canvas paintings is to use a white cotton cloth soaked in gentle soapy water. Olive-oil based soap works very well. Be very gentle, and even consider using a Q-tip for delicate areas.

If your painting becomes loose on the stretcher bars over time, simply spray a little water on the back of the canvas and leave it to air dry for a few hours. Over time the canvas fabric’s weave can loosen. This process tightens the fabric and is safe for the the painting on the other side.

For general maintenance, dust regularly using a dry, soft brush.

For any questions or comments, please email us at: dilaviacontact@gmail.com.