Terms of Service

Last updated: 15 August 2026

1. About this store

These Terms of Service govern purchases made through www.anna-rolskaya.com.

Anna Rolskaia operates the store as Anna Rolskaya, a self-employed individual based at Rua da Paz 38, 2.º Esq., 1200-360 Lisbon, Portugal.

Email: anna@anna-rolskaya.com

Further business information is available in the Legal Notice.

By placing an order, you agree to these Terms, together with the Shipping Policy, Return and Refund Policy, Privacy Policy and the information displayed on the relevant product page and at checkout.

Nothing in these Terms limits any mandatory consumer rights available under applicable law.

2. Artwork and product information

Each work described as an original painting is a unique, one-of-a-kind artwork created by Anna Rolskaya.

The product page is the definitive source for the artwork’s title, dimensions, medium, condition, framing and delivery-format information. A decorative outer frame is included only when expressly stated.

We make every effort to represent colors and details accurately. However, screen settings, lighting and photography may create minor differences. Visible brushwork, texture, exposed canvas, drips, drawn lines and other handmade variations shown or described on the product page form part of the artwork and are not defects.

Original artworks are signed and supplied with a certificate of authenticity unless the product page states otherwise.

3. Copyright

Purchasing an artwork transfers ownership of the physical artwork only. Copyright and all reproduction, publication and commercial image-use rights remain with Anna Rolskaya unless a separate written license is agreed.

Images of the artwork may not be reproduced, commercially exploited or used to create derivative products without prior written permission.

4. Orders and payment

Prices and available currencies are displayed according to the customer’s selected market. The final currency, artwork format, delivery charge and total payable are shown at checkout before payment.

Orders are subject to payment authorization and availability. Because each original artwork is unique, we cannot sell the same artwork to more than one customer.

If an artwork is unexpectedly unavailable, incorrectly priced, or cannot be delivered in the selected format or to the selected destination, we will contact the customer and refund any affected payment.

5. Delivery formats and charges

Worldwide delivery is available to destinations supported at checkout. Not every painting can be shipped in every format or to every destination.

Depending on the artwork and destination, an artwork may be offered:

• Rolled in a protective tube;

• Stretched on wooden stretcher bars and packed flat;

• Stretched and ready for complimentary Lisbon studio pickup; or

• In another format expressly stated on the product page.

For rolled delivery, we remove the painted canvas from its stretcher bars, protect it, and ship it in a strong tube. Stretcher bars are not included unless expressly stated.

Where a product option says that tracked delivery is included, the standard tracked carrier charge for that option and supported destination is included in the displayed price. Any additional delivery charge is shown at checkout.

The product page and checkout are authoritative regarding the available format, destination and delivery charge for a particular order.

6. Dispatch, tracking and delivery estimates

Available artworks normally dispatch from the Lisbon studio within 1–2 business days. Studio-pickup orders are normally ready within 2–4 days.

Every shipped order includes tracking and full-value transit insurance. We provide tracking information after the carrier collects the order.

Delivery times depend on the destination, artwork size, selected format, carrier, and customs processing. Any delivery period provided is an estimate unless expressly agreed otherwise in writing.

Customers with a specific deadline should contact anna@anna-rolskaya.com before purchasing.

7. Duties and taxes outside the European Union

For destinations outside the European Union, applicable import duties, taxes and carrier customs-clearance charges are prepaid by Anna Rolskaya under Delivered Duty Paid (DDP) terms.

The customer should not have to pay any additional import duties, taxes, or customs-clearance charges upon delivery.

Customs processing can occasionally delay a shipment. Anna Rolskaya will provide reasonable assistance and tracking information if customs delays occur.

8. Delivery address and receipt of the order

Customers must provide a complete and accurate delivery address, postal code, email address, and telephone number at checkout.

If an error is discovered before dispatch, the customer should contact Anna immediately. An address cannot always be changed after a parcel has entered the carrier network.

The customer should follow the tracking information and make reasonable arrangements to receive or collect the parcel. Risk of loss or damage remains with Anna Rolskaya until the customer or a person designated by the customer physically receives the artwork, except where applicable law provides otherwise.

If tracking shows a parcel has been delivered but cannot be located, the customer should contact Anna promptly so the delivery can be investigated with the carrier.

9. Unclaimed and returned parcels

If a parcel is returned because the address supplied was incorrect, delivery was repeatedly refused, or the parcel was not collected after reasonable carrier notifications, Anna will contact the customer.

Where reshipment is requested, the customer may be responsible for the reasonable actual cost of reshipment when the return resulted from circumstances within the customer’s control.

A returned or unclaimed parcel does not automatically eliminate any statutory withdrawal or refund rights. We will handle any refund and any deduction of legally recoverable costs in accordance with the Return and Refund Policy and applicable law.

10. Transit damage, loss and delivery problems

Customers should inspect the parcel and artwork promptly after delivery.

Visible transit damage should, if possible, be reported within 48 hours and in any event as soon as reasonably possible. To support the carrier and insurance claim, please provide:

• The order number;

• Photographs of the external parcel;

• Photographs of the shipping label;

• Photographs of all internal protective materials;

• A photograph of the complete artwork; and

• Close-up photographs of the damage.

Please retain the artwork and all packaging until the claim is resolved.

These notification requests help with the carrier claim and do not shorten or limit statutory consumer rights.

If an artwork is lost in transit, arrives damaged, is faulty or materially differs from its description, Anna Rolskaya will cover reasonable return or collection costs and provide an appropriate remedy in accordance with applicable law. Because each artwork is unique, the remedy may include professional restoration, a price reduction or a refund.

11. EU right of withdrawal

Individual consumers in Portugal and other European Union countries may withdraw from an eligible online purchase within 14 consecutive days without providing a reason.

For delivered orders, the withdrawal period begins when the customer, or a person designated by the customer, receives the final item in the order. For an order purchased online and collected from the Lisbon studio, the period begins on the collection date.

The customer may exercise this right through the electronic “Withdraw from purchase / Request a return” function available through the store or by sending an unequivocal withdrawal statement to anna@anna-rolskaya.com before the deadline.

After notifying Anna of the withdrawal, the customer has a further 14 days to return the artwork.

The Return and Refund Policy provides full instructions and the model withdrawal form.

12. Return costs and refunds

For an eligible change-of-mind return, the customer is responsible for the direct cost of securely returning the artwork.

For artwork that cannot normally be returned through standard postal services, the estimated insured return cost is a maximum of €250 per artwork, depending on its size and the collection destination.

The customer may arrange a tracked, fully insured return or, where available, ask Anna to arrange an insured carrier collection. The customer remains responsible for the artwork until it is safely received.

An online order collected in Lisbon may be returned to the studio by appointment without a carrier charge.

We will issue refunds within 14 days of receiving the withdrawal request. We may withhold the refund until we receive the artwork or the customer provides evidence that it has been returned, whichever occurs first.

We will issue the refund through the original payment method unless another method is expressly agreed. It includes the amount paid for the returned artwork and the cost of the least expensive standard delivery method offered for the order. Additional costs arising from a premium delivery method selected by the customer are not refundable beyond the standard delivery amount.

13. Commissioned and personalized artworks

The statutory change-of-mind withdrawal right does not apply to commissioned artworks, works made according to the customer’s specifications or clearly personalized items.

A ready-made original artwork selected from the website is not considered personalized merely because it is unique.

The exclusion for commissioned or personalized work does not affect the customer’s rights if the artwork is damaged, faulty or not supplied as agreed.

14. Non-EU returns

Mandatory consumer rights in the customer’s jurisdiction remain applicable.

Unless applicable law requires otherwise or we agree in writing, we do not offer change-of-mind returns for orders delivered outside the European Union.

Claims concerning transit damage, faults or an artwork that materially differs from its description remain covered.

15. Lisbon studio pickup and in-person purchases

Eligible artworks may be collected from the Lisbon studio by appointment. The exact date, time and handover details will be confirmed by email. Customers should wait for confirmation before traveling.

When an order and payment are completed online, choosing studio pickup does not remove an eligible EU consumer’s 14-day withdrawal right.

When a purchase and payment are completed entirely in person at the studio, there is no automatic change-of-mind return right. Mandatory rights concerning faulty, damaged or incorrectly described goods remain unaffected.

16. Governing law and jurisdiction

These Terms and purchases made through the store are governed by Portuguese law.

The place of jurisdiction is Lisbon, Portugal, without depriving consumers of any mandatory rights or protections, including any right to bring proceedings before the competent courts available under the law of their country of residence.

17. Changes to these Terms

These Terms may be updated when store practices, services or applicable requirements change. The version in effect when an order is placed applies to that order unless mandatory law requires a change.

18. Contact

Questions about an order, delivery, return or these Terms may be sent to:

Anna Rolskaya
Rua da Paz 38, 2.º Esq.
1200-360 Lisbon
Portugal
Email: anna@anna-rolskaya.com