Welcome to Art.Africa’s shipping and returns page. At Art.Africa, we are committed to providing a seamless shopping experience for our customers. To ensure that your purchase is delivered to you safely and on time, please read and understand our shipping, delivery and returns policy.
All items sold on Art.Africa are shipped directly by the artist or art gallery. We only use authorized courier services such as FedEx, DHL, UPS, EMS, Parcelforce or any other national postal service that provides shipment tracking and proof of delivery. Once your order is shipped, a tracking number will be provided, and your order status will be updated on the Art.Africa platform. You can easily track your shipment using the tracking number provided. Delivery times may vary depending on your location and the shipping method selected. We do our best to ensure prompt delivery, and we will keep you informed every step of the way.
Once your payment is received and the artwork is shipped, we will provide you with a tracking number. You can track your shipment by logging in to your Art.Africa account and checking the order status page. Please note that delivery times vary based on the artwork’s origin, size, and weight. Additionally, any purchases for delivery outside the Artist or Art Gallery’s home country may be subject to import / export taxes, custom duties, and other international taxes. These charges vary and are subject to the laws of the destination country. Please note that this amount is not included in your final checkout price as we are unable to advise on the custom fees or taxes due by the buyer’s home country (destination). The buyer is responsible for payment of these charges.
We want to ensure that your purchase is delivered to you as smoothly as possible. Please note that import fees, custom duties, or taxes may apply for deliveries to certain countries. To ensure the safe delivery of your purchase, please ensure that all necessary fees are paid promptly when they are communicated to you by the shipping company or courier. Rest assured that our team will do everything we can to make the process as transparent and straightforward as possible. If you have any questions or concerns about the customs process, please don’t hesitate to contact us for assistance.
Buyers have 14 days after delivery of the artwork or sold item to open a case or file a complaint about the item received. Please contact our support team using the messaging centre from your orders page on our website. Our support team will work with you to ensure a reasonable and satisfactory outcome is reached after careful consideration of the case.
Should you need to return the purchased artwork, buyers must ensure that all return items are carefully and correctly packaged and shipped in an unopened and new condition (same condition as received). Returns must be organized with the artist or the art gallery directly. Buyers must ensure all communications with the artist is carried out via the Art.Africa messaging centre, this can be found within my orders page. This allows our support team to assist with arbitration. We will not be able to open a case if direct contact or negotiations have been held or are in progress with the seller outside of the Art.Africa platform.
The buyer is responsible for the cost of shipping the artwork back to the artist or art gallery. All returned items must be shipped using a signed for, and trackable courier service. A tracking number should be provided to the artist or art gallery and Art.Africa support team. Buyers are responsible for any shipping costs incurred during the return process, including any applicable customs duties, taxes or other charges.
When shipping back the artwork, buyers should take photos of the item and packaging before handing over to the courier. This will help to provide evidence of the condition of the artwork and the packaging in the event of any damage that may occur during the return shipping process.
Once the artist or art gallery receives the returned artwork and confirms that it is in the same condition as when it was sold, the payment will be refunded to the buyer’s account within 5-7 business days.
Please note that any damage or alteration to the artwork caused by the buyer, including framing or mounting, will result in a deduction of the refund amount. In the event that the artwork is damaged or lost during the return shipping process, the buyer will be responsible for any financial loss incurred by the artist or art gallery.
Buyers must use a reputable courier and provide proof of shipping using a signed and recorded delivery method. Buyers will be responsible for any items lost during the return shipping process and advised to get insurance to cover the loss or damage of goods during return shipping. Before returning an item, you must contact the artist through the Art.Africa orders page for a return case to be opened and filed. The Art.Africa support team will act as an arbitrator in return cases for fairness. Please provide photos of any damaged goods on receipt and photos of the packaging before return shipping at the point of handover to the courier.
Please do not return an item until a case has been opened and approved. A return reference id provided by the support team will be required before a refund or store credit can be authorized.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within 5-7 working days, depending on your card issuer’s policies.
Art.Africa support team will act as an arbitrator for resolving disputes between buyers and artists or art galleries, and as such requests all communication to be carried out via the Art.Africa orders page and messaging centre for transparency. Any transactions done outside the platform are excluded from our adjudication or arbitration process.
If you have any questions about our Returns and Refunds Policy, please contact us:
Email: [email protected] or call us at
020 3409 7699.
Our team will be happy to assist you with any queries or concerns you may have regarding your purchase.
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