Customer Care & FAQ
We are here to support your spiritual and artistic journey. Find details on our policies and care instructions below.
Frequently Asked Questions (FAQ)
What products do you sell?
We create thoughtfully designed journals and tote bags inspired by Arab, South Asian, and timeless artistic traditions. Each piece is designed with both beauty and everyday use in mind.
What journal options are available?
Our hardcover spiral journals are available in:
- College ruled
- Wide ruled
- Blank
- Bullet journal
Each journal contains 160 pages.
Are your tote bags durable?
Yes! Our tote bags are designed for everyday use, whether you’re carrying books, groceries, or daily essentials.
Do you ship internationally?
Yes. We ship within Canada and internationally through Canada Post. Shipping rates and delivery times are calculated at checkout.
How long will it take to receive my order?
Orders are typically processed within 2–5 business days before shipping. Delivery times vary depending on your location.
Can I track my order?
Yes. Once your order has been shipped, you’ll receive a confirmation email with tracking information (when available).
Do you accept returns or exchanges?
Due to the nature of our products, we do not accept returns or exchanges unless your item arrives damaged or you receive the wrong product.
What if my order arrives damaged?
Please contact us within 7 days of delivery with your order number and clear photos of the item and packaging. We’ll work with you to resolve the issue.
Can I cancel my order?
Orders may be cancelled within 24 hours of purchase. After that, we begin processing and cannot guarantee cancellations.
Do you offer custom designs?
At this time, custom orders may be offered on a limited basis. Please contact us to discuss your request.
The item I want is sold out. Will it come back?
Some designs are limited edition, while others may be restocked. Follow us on Instagram or subscribe to our newsletter for updates on restocks and new releases.
How can I contact you?
You can reach us through our Contact page or by email. We aim to respond within 1–3 business days.
Canvas Care Instructions
Your HILAL canvas is finished with genuine metallic leaf and archive-grade pigments. To maintain its beauty for generations, please observe the following care instructions:
- Avoid hanging the artwork in areas of direct moisture, high humidity (like bathrooms), or extreme heat.
- Keep out of prolonged direct sunlight to protect the archival pigments from fading.
- To clean, dust very gently with a dry, clean microfiber cloth. Never use water, liquid cleaners, or abrasive brushes, which can damage the delicate gold leaf.
Returns & Exchange Policy
Everyday Essentials (Stationery & Totes)
We accept returns and exchanges on unused shop items within 14 days of delivery. The item must be in its original packaging. Return shipping cost is the responsibility of the customer.
Fine Art Canvases & Commissions
Because each canvas is custom finished and hand-gilded to order (with custom sizes and colors), all canvas sales and custom commissions are final and cannot be returned or exchanged.
Need Further Assistance?
We are glad to assist you. Get in touch with our studio team directly.
haleema@hilalarts.comOur team typically responds to support queries within 24–48 hours.