Frequently asked questions
Here we’ve gathered the most common questions from our customers
so you can quickly find the information you need about our products, shipping, and services.
so you can quickly find the information you need about our products, shipping, and services.
Select the category that matches your query
Questions about Shipping
Delivery times, shipping providers, and costs
Returns and Refunds
Policy for returns, refunds, and shipments.
How to Care for Your Art
Common Art Care Questions
Payment methods
What payment options are available
Still have a question?
If you can’t find the answer in our FAQ, feel free to reach out to us at soporte@jginerillustration.com or through the contact form.
What countries do you ship to
We ship using the Packlink service, primarily with MRW and Correos. All shipments come with a tracking number for easy monitoring.
Which shipping companies do you work with?
We ship using the Packlink service, primarily with MRW and Correos. All shipments come with a tracking number for easy monitoring.
How much does shipping cost?
International shipping is calculated automatically in the shopping cart using the Packlink calculator. Domestic shipping (within Spain) costs between €7 and €9, depending on the products and the delivery location. Free shipping is available for orders over €60.
Estimated preparation and shipping time
Generally, orders take 4 to 6 business days. Please note that I run the website alone in addition to my regular work, so delays may happen from time to time (particularly if I attend events or in key dates or holidays), but important delays will always be notified
The estimated shipping time (4 to 6 business days) has passed. Am I entitled to a refund?
Absolutely! If your order takes longer than the estimated time and I haven’t notified you of any exceptional circumstances causing the delay, you have the right to a full refund
You shipped the order within the expected timeframe, but it hasn’t arrived or is delayed. What are our options?
It happens from time to time… I truly apologize. Shipping services are often not as reliable as expected. In this situation, I will resend the product at no cost, but the shipping fee will need to be covered by the customer. The exact same policy applies in case of damage during shipping.
I’ve purchased a print; what should I keep in mind?
All prints are made on high-quality 300g paper, so they are generally durable! However, it’s good to keep something in mind to make sure they last a lifetime; If they’re not going to be hung, try storing them in a portfolio, sleeve book, or binder, safe from dust, moisture, and accidental bending
I've purchased an original artwork; what should I keep in mind?
Thank you very much for purchasing a unique piece of my work! My technique is mixed (watercolors, alcohol-based markers, and gouache), so exposure to light is important. Try to avoid direct sunlight, as it can fade the pigments and age the paper
Available Payments
We securely accept payments through Stripe, the platform that processes our transactions. This allows us to accept major credit and debit cards such as Visa, Mastercard, and American Express directly on the site, without redirecting you to another page.
All payments are handled safely and reliably, and from our dashboard, we can easily manage refunds and other payment-related tasks.
Do you accept PayPal or direct bank transfers?
We will accept PayPal in future updates (note that this payment method includes an additional fee), but unfortunately, direct bank transfers are not available at this time.