My artwork arrived damaged
We understand how disappointing it is to receive a damaged artwork, so if this happens, please get in touch with the Artwex.
What are my options?
· Repairing the artwork. If the damage is something the artist is able to repair, then the artist could offer this option to you. We will arrange the return of the artwork to the artist courtesy of Artwex, and will be able to repair it, and once you have confirmed you are happy with the repair, the artist will then reship the artwork to you.
· A replacement. For certain artworks, such as prints, the artist may be able to offer you a replacement. We would proceed with a return as normal, but instead of refunding you, the artist would send you a replacement. The artist may also wish to offer you a commissioned piece in lieu of the damaged artwork if it's beyond repair.
It is important to note that these options are not mandatory, and if the artist is unable to offer any of the above, then you will be able to return the damaged artwork and receive a refund.
There may be occasions when your order is not delivered which could be for a number of reasons. When there are delivery exceptions, these will generally be visible on the tracking.
If an order is being held at your local post office or at the couriers hub, you will need to contact the courier or your local postal service in order to rearrange delivery, or to arrange a collection.
If an order is being held at customs, it could either be held pending charges, or, further information may be needed from the sender or the receiver in order for this to be cleared. In cases like these, we would encourage you to contact the courier directly regarding this. If you are in doubt about what they require, then you may wish to contact the artist and ask them to reach out to their courier to clarify.
As Artwex is neither the sender, nor the receiver, the couriers will not provide us any information relating to shipments so while we are happy to assist where possible, and provide any information you may need, we are unable to contact the courier ourselves.
If an order is being returned to the artist, they will need to ascertain why this is happening. Some of the reasons an order may be returned back to the artist are as follows:
· The courier tried to deliver but nobody was in to accept the parcel (they will usually have a maximum number of times they will attempt delivery before returning to sender).
· The shipping documentation was incomplete, and the courier hasn’t received the information they need in time.
· There was an error with the shipping address.
· There were pending import charges which weren’t paid in time, or the receiver refused delivery of the parcel due to not wanting to pay the import charges.
If an order is being returned to the artist, they will likely contact you to find out if you wish for this to be reshipped, or if you wish to receive a refund. If you notice that the tracking for your order says it has been returned to sender, and the artist has not contacted you, please contact our Support and Operations Team on customers@artwex.com.
In cases where the reason for the return is due to an issue such as the incorrect delivery address being given at checkout, or pending import charges not being paid on time, if you still wish to receive the artwork, then the cost of reshipping would fall to you. We would send you a PayPal invoice for additional shipping charges.
In cases where the reason for return is due to the shipping documentation being incomplete, or an error with the address made by the artist at the time of shipping, then the artist is likely to cover the new shipping charge should you still wish to receive the artwork.
If you wish to receive a refund for the returned order instead of having it reshipped, then please let the artist know, or contact Artwex directly and we will be able to process this.
It is important to note that there may also be occasions where the tracking advises that your order has been delivered, but you haven’t received it. For further information on what to do if this is the case, please have a look here: I haven't received my order, but the tracking shows it's been delivered - what should I do?
As you have access to the tracking details and the ETA (Estimated Time of Arrival) of your artwork through the order page, you are able to track your shipment with our integrated tracking system. Alternatively, you are able to use the tracking number provided by the artist on the nominated couriers website or 17TRACK. We invite you to check the tracking information first and then notify the artist and our team of any delays which may have occurred in transit. Our team also monitors deliveries and therefore should an issue arise, we will reach out to you and the artist to offer assistance.
Alternatively, the artist may have shipped the order without tracking or did not provide a tracking number or courier. So in these cases, an automated delivery confirmation email will be sent to you three working days after the ETA provided on the order page. By clicking the link in the email, you will be able to advise our Support Team that your order has not yet been delivered. When we are notified that you marked your order as not delivered but the tracking shows successful delivery, we will be in touch to advise you further.
As our artists are responsible for their shop's management and order fulfilment, we strongly recommend that you reach out to the artist via the messaging system to advise them of the non-delivery unless they have contacted you already.
Once we are aware that your order has not been delivered, the order will be placed on hold for the duration of the investigation until we are able to confirm delivery.
Our Artwex Support Team will be in touch with you and advise that you need to carry out some checks in order to locate the shipment. The artist may also advise you of this through the messaging system or direct phone contact. We will first need to confirm the delivery address on the order is correct to ensure there were no mistakes with the delivery address when entered at checkout.
In the event that the delivery address you inputted is still a valid address (just not your address), the package will be delivered to that address and it would be your responsibility to recover the goods.
However, in the event that the delivery address provided at checkout and used by the artist/the courier for shipping and delivery is invalid, the parcel will typically be returned to the artist. We will then contact you to see if you want the order to be resent to the correct address (at your expense), or if you would like a full refund for the cost of the goods once we can confirm that the artwork is safely on its way back to the artist.
Please kindly note, we accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified although we will try our best to help you wherever possible.
For more information, please see our customers policy on incorrect delivery addresses here.
If the address is correct, we would advise you to carry out the following checks:
· Check with anyone else at the address
· Check with any neighbours
· Check any safe places
· Check with the local post office
If you have completed all the necessary checks mentioned above, we will then reach out to the artist and ask them to provide the proof of postage/original shipping labels used to ship the artwork to ensure the address is correct and the order was indeed sent to the address you provided at checkout.
Once confirmed, we will advise the artist to reach out to their chosen courier/postal service and launch an enquiry in order to obtain a proof of delivery and ask where this parcel was left. Alternatively, as the recipient of the parcel, you are also able to reach out to the courier/postal service to obtain this information. The courier/postal service will often be able to confirm the GPS locator linked to the parcel.
If the parcel was left on the front porch as part of contactless delivery due to COVID restrictions, the courier will need to confirm this. If this was indeed the case, you or the artist will be able to start a claim in order to request compensation from the courier.
At Artwex, our support for artists and customers is very important to us and we are of course happy to help at any stage of this process. However, kindly note that as Artwex is neither the sender nor the receiver, we will be unable to contact the courier ourselves as they will not release any information to us.