Erase and redo

Our drawing kits never leave without an eraser, and a purchase deserves one too. Returns, refunds, replacements and warranty questions go through the partner store you ordered from, on the order page for that purchase. Find your situation below.

The pad is the wrong size or the wrong paper

It happens, since 9x12 and 8.5x11 look alike in a photo. Start a return from the store's order page and choose the reason that fits. If the pad is still wrapped, leave it wrapped.

A case arrived cracked or a cover bent

Photograph it before unpacking any further, then open the order page and report damage for that item. The store will tell you whether it replaces or refunds.

A marker or pen seems dry out of the box

Try the two fixes below first. If it really is dry, report it through the order page as a faulty item.

Pieces are missing from a large set

Lift every tray and check the lid before you count. Big sets are packed tight and small pieces hide. Still short? Report it on the order page as an incomplete item.

It was a gift and they already have one

A change of mind is a return like any other. The store's page for the order shows whether the item is still inside its return window.

Two things to try before the eraser

A dot marker that leaves nothing: press the sponge on scrap paper a couple of times until the ink comes through.
A dual-tip marker with one pale end: cap it until it clicks and lay it flat for a while, so ink can reach both tips.

What the store decides

The return window: Shown on the order page for each item.
The label and drop-off: Issued by the store once you start the return.
Refund or replacement: Offered according to the reason you choose.
Opened or used supplies: A sharpened pencil or a pad with pages gone may be treated differently from sealed goods. The item's return conditions say how.

One thing we do want in our own mailbox is the story. If a core kept snapping or a spiral snagged, tell us at contact@soucolor.org. We cannot refund from here, but that note is how the next batch gets better.