FAQ's continued

🎨✨Jane Davenport® – Creative Customer FAQs

We’re all about colour, creativity, and clarity. Here’s everything you need to know about how we handle purchases, classes, community, and your privacy.

🛍️ Returns Policy

We want you to be delighted with every art supply you purchase from us. If something isn’t quite right, we’re here to help! Below is our returns policy to ensure a fair and smooth process for everyone. 

Eligibility for Returns

• Returns can only be accepted on unused and undamaged items within 10 days of receiving your order.
• To initiate a return, please contact our customer service team with your order details. 

Non-Returnable Items

• We cannot accept returns on items that have been opened and used, as they cannot be resold.
• Returns outside of the 10-day window are not eligible for a refund or exchange. For assistance with such issues, please contact our customer service team on receipt of goods.
• We are unable to accept returns for items not purchased from this online store. If you have any issues, please contact the store you purchased from directly. We can assist with product advice, but not with returns to third parties.
• In the case of products made under licence with third parties ( American Crafts, Spellbinders, Creative Expressions, Cosmic Shimmer, Art Foamies, Gelli Plate, Kando Art), please contact the manufacturer’s help desk directly. They will offer the quickest path to assistance.

Troubleshooting and Lifetime Support
We stand by the quality of our products and offer troubleshooting and advice for their lifetime. If you have queries on usage, even long after your purchase, we’re happy to provide guidance and tips to help you make the most of your supplies. We have videos and other resources we can guide you to.

How to Return an Item

1. Contact our customer service team via the Help Tab in the main menu bar to start the process.

💥What if something I ordered is faulty or damaged?

Please email us at support@janedavenport.com with photos and a description. We'll usually send a replacement part (not the entire item). For example: if one pencil in a set of 48 is cracked, we’ll replace that one—not the whole set.

We must be allowed the opportunity to resolve the issue before a return is authorized.

🔄Can I request a refund or do a charge back if I’m unhappy?

We do not accept charge backs or unauthorized returns. Please contact us first—we’re here to help and always prefer to resolve things directly and fairly.

🧾Are digital items refundable?

No. Due to their instant delivery and permanent access, all digital products, downloads, and workshops are non-refundable.

👯Can I share my class or downloads with a friend?

No. Each purchase is licensed to one person only. Sharing, gifting, or selling access is not allowed and may result in revoked access to your account.

📺Can I download the class videos?

No—our workshops are streaming-only to protect our content and ensure a consistent experience for all.

🖌️Can I sell art I made in a Jane Davenport® class?

Yes—if it’s your own original artwork inspired by techniques you learned. You may not sell or show artwork that is a direct copy of Jane’s demos or projects.

👩🏫Can I teach what I learned in a Jane Davenport® class?

No. You may not use our classes, project downloads, or demos in your own teaching. You’re welcome to use the skills you’ve developed to create your own projects, but you must not teach directly from our content.

📦How do I return a physical product if something is wrong?

Contact us first. We'll determine whether a replacement part or refund is appropriate. We aim to save everyone postage and resolve things quickly and kindly.

🔐Is my data safe?

Yes. We only collect what’s needed to fulfill your order—like name, email, and shipping address. Your profile is password protected. We do not store your payment or banking details.

👁️Can I see or delete my data?

Yes! Emailsupport@janedavenport.comto request access, corrections, or deletion of your personal information.

💻Do you use my content for AI training?

No—and we don’t want anyone else to, either. Scraping or using our content (artwork, text, product descriptions, etc.) for AI training, machine learning, or automated tools isstrictly prohibited.

🧠Can I use AI-generated art in your classes or community?

We encourage human-made creativity. Please don’t submit AI-generated art to our classes, challenges, or community spaces unless explicitly stated as part of the project.

📣Can I say I’m affiliated with Jane Davenport® or represent your brand?

Only if you’ve receivedwritten permission. Impersonating Jane, misrepresenting your relationship with the brand, or using our logo without consent is prohibited and may result in legal action.

🧑🤝🧑What are the community conduct rules?

We keep our spaces kind, inspiring, and safe. Harassment, bullying, hate speech, or disruptive behavior will not be tolerated. We may remove users who breach this code—without refund or warning.

🚪Can Jane Davenport® refuse service or cancel an order?

Yes. We reserve the right to refuse service, cancel orders, or block access if someone violates our terms, abuses support, or acts in bad faith.

💌Can Jane repost my artwork if I tag her?

Yes! If you tag @janedavenport or use our hashtags, you’re giving us permission to share your work with credit on our channels. If you'd rather not be shared, just let us know.

🛑Where can I buy real Jane Davenport® products?

Only fromjanedavenport.comor our official retail partners. We donotsell on Temu, AliExpress, Alibaba, Wish, or similar marketplaces. Any listings there are counterfeit and unsupported.

📜What does “written permission” mean?

A formal email or signed document from Jane Davenport® or an authorized team member. A comment on social media doesn’t count. If in doubt—ask us!

⚖️What happens if there’s a dispute?

We try to resolve issues with kindness. If needed, we handle disputes viaprivate arbitration under New South Wales law, rather than public court.

🌍Do I have to pay customs or import taxes?

That depends—if you’re outside Australia, your country may charge customs duties, VAT, or import taxes. These feesaren’t included in your orderand must be paid directly to your local postal service or customs office when your parcel arrives.

We don’t collect or control these charges, and they vary from country to country and are enforced by each govt.

📦Will I get a refund if I don’t pay the customs charges?

If your package is returned to us because:

• You didn’t pay customs charges,
• You didn’t collect it from the post office after a missed delivery, or
• The address was incorrect…

The refund or re-shipping process can commence once the goods are physically back with us and in sale-able condition.
If you opt for re-shipping, we will need to charge postage.
If you opt for a refund we willminus a 25% restocking fee.

If your order hadfree shipping, we’ll also deduct the original shipping cost from your refund. (We still had to ship it, after all!).

Its easier for you to be aware of your governments customs policy (usually on the regions post office website) make sure your address is 100% correct, and that you collect your parcel from a missed delivery.

🚨So… I need to collect my parcel, right?

Yes, please!
It'syour responsibilityto track your order and collect it on time. Your local postal service usually holds parcels for a few days or weeks—so keep an eye out and contact them promptly if there’s a delay.

🧭What if I’m unsure about my country’s customs rules?

We recommend checking with your local customs office or postal servicebeforeyou order. It’s always better to know what to expect! Many countries have a ‘De Minimus’ amount where small parcels are just delivered straight to you with no extra fees due. 

📦De Minimis Thresholds by Country (2025)

Guideline only - please confirm with your local authority

• 🇺🇸United States
  • Customs Duty & Tax:$800 USD per shipment (Section 321 exemption)
  • Note: Recent policy changes have eliminated the de minimis exemption for certain goods, particularly from China, imposing a flat fee of $100 for packages under $800. The new rules are still unclear.
• 🇬🇧United Kingdom
  • Customs Duty:£135 GBP
  • VAT:£0 GBP (VAT applies to all imports)
  • Note: VAT is charged on all imported goods, regardless of value.Legislation.gov.uk+4UKFT+4FlavorCloud+4Daily Investor+16IncoDocs+16FlavorCloud+16
• 🇮🇪Ireland
  • Customs Duty:€150 EUR
  • VAT:€0 EUR (VAT applies to all imports)
  • Note: VAT is applicable on all goods, irrespective of value.TaxGuru+26Copenhagen Economics+26vbb.com+26GOV.UK+21IncoDocs+21Zonos+21PostEurop+1FreightRight+1
• 🇪🇺European Union
  • Customs Duty:€150 EUR
  • VAT:€0 EUR (VAT applies to all imports)
  • Note: The EU is planning to eliminate the €150 customs duty exemption, requiring all imports to be subject to duty and VAT.GOV.UK+6TaxGuru+6LLP Site+6IncoDocs+8Bird & Bird+8Copenhagen Economics+8
• 🇮🇳India
  • Customs Duty & Tax:₹10,000 INR (~$135 USD)
  • Note: Imports below this value are exempt from customs duties and taxes.IncoDocs
• 🇿🇦South Africa
  • Customs Duty & VAT:ZAR 0 (No de minimis threshold)
  • Note: All imports are subject to customs duties and VAT, regardless of value.Unleashed Software
• 🇦🇺Australia
• Customs Duty & GST (Goods and Services Tax):AUD $1,000
  • Shipments valued atAUD $1,000 or lessare generally exempt from customs duties, GST, and Import Processing Charges (IPC), provided they are not restricted or excise goods.

Important Notes:

• Policy Changes:Several countries have recently updated or are in the process of updating their de minimis thresholds and import regulations. It's crucial to stay informed about these changes to avoid unexpected duties or taxes.
• Additional Fees:Even if a shipment is below the de minimis threshold, other fees such as handling charges or administrative fees may still apply.
• Customs Delays:Shipments may still be subject to customs inspections, which can cause delays regardless of the shipment's value.Holland & Knight+1Business Insider+1

For the most accurate and up-to-date information, please consult your local customs authority or official government resources.

Why don’t you sell on Amazon or in stores around the world?

That’s a great question—and the short answer is: so we can give you more value, not less!

Listing our products on Amazon or through international distributors would add a big layer of extra costs—warehousing, middlemen, platform fees—all of which would drive up our prices (and dilute the magic). Byshipping directly from our studio, we keep our pricing fairandget to spoil you with our signature packaging, freebies, and personal touch.

Each country has its own customs, tariffs, and duties system, and some orders may have a small tax or fee added when they arrive. You can usually check your country’s “de minimis threshold” (the value under which no import tax is charged) on your national postal website—like Royal Mail, USPS, or AusPost.

✨Here’s the truth:Whether you buy from us, Amazon, or a local store, duties and distribution costs are always built in somewhere. When you buy from us directly, you’llseethose costs if they apply—but when you buy from a third party, they’re usually hidden in the price.

We ship all over the world, every working day—and we even offerfree shipping on larger orders! So you can treat yourselfandyour studio with confidence.

Big love,
xoxox Jane

For anything else, please email us atsupport@janedavenport.com.
We’re here to help you shine creatively—and safely.