At Art.Africa, fostering a trusting and positive experience for both artists and collectors is our top priority. We understand that sometimes issues may arise, and we’re committed to resolving them fairly and efficiently. Our comprehensive process for handling disputes and customer complaints
includes the following steps:
- Â Initial Complaint Submission: Customers can submit their complaints
through our dedicated customer support portal on the Art.Africa website.
They can provide details about the issue, including order numbers, artist
names, and any relevant evidence such as photos of damaged artwork.
- Acknowledgment and Preliminary Review: Once a complaint is submitted,
our customer support team acknowledges receipt of the complaint within 24
hours. They conduct a preliminary review to understand the nature of the
dispute and gather any additional information needed to resolve the issue.
- Investigation: Our team investigates the complaint by communicating with
all parties involved, including the buyer and the artist. We review transaction
records, correspondence, and any other relevant documentation to get a
clear picture of the situation.
- Resolution Proposal: Based on the findings, we propose a resolution to both
the buyer and the artist. This could include a refund, a replacement, or
another mutually agreeable solution. Our goal is to ensure that both parties
are satisfied with the outcome.
- Escalation: If the initial resolution proposal is not accepted by either party,
the case is escalated to our dispute resolution panel. This panel consists of senior team members who review the case in greater detail and make a final
decision.
- Final Resolution: The final decision is communicated to both parties, and
necessary actions are taken to implement the resolution. This could involve
issuing a refund, arranging for the return of the artwork, or other actions as
deemed appropriate.
- Feedback and Follow-Up: After resolving the dispute, we follow up with the
customer to ensure that the issue has been satisfactorily resolved. We also
gather feedback to improve our processes and prevent similar issues in the
future.
- Policy and Guidelines: Art.Africa has clear policies and guidelines in place
regarding returns, refunds, and dispute resolution. These policies are
accessible on our website and are communicated to all users to ensure
transparency and understanding.
Additionally, we encourage clear communication between artists and collectors throughout the buying process. Our platform offers a secure messaging system for easy communication regarding artwork details, shipping arrangements, and any potential concerns. Our dedicated customer support team is readily available to assist with any questions or concerns via email, or live chat.
We believe in fostering a supportive community where artists and collectors can connect and share their passion for art. Should any issues arise, Art.Africa is committed to providing a fair and efficient resolution process, ensuring a positive experience for everyone involved.
Our return policy allows buyers to initiate returns within a specified period, typically 14 days. During this time, funds are held in escrow until the buyer confirms satisfaction with the artwork. This ensures a secure and fair process for refunds and exchanges, promoting trust and transparency in every transaction. For returns, buyers should initiate the return process through our portal, providing our customer support team with necessary details and evidence, such as
photographs of any damage or discrepancies. Once verified, we process a refund for the purchase amount, excluding shipping fees.
While we typically do not offer exchanges due to the unique nature of artworks, exceptions may be considered for damaged items or under special circumstances. Sellers are notified promptly in the event of a return or refund request and provided with the necessary information to facilitate a smooth process. This approach ensures that both buyers and sellers have a reliable and transparent system for managing returns and exchanges, fostering a positive experience for all
involved. For more information or specific inquiries regarding our policies, please
refer to our comprehensive guidelines or reach out to our support team directly.
For order-related inquiries, you can directly communicate with buyers through our secure
support ticket system. This system allows you to manage conversations, track progress, and
ensure timely responses to your buyers’ questions.
By utilising the support ticket system, you can:
- Maintain clear communication records for each order.
- Track the resolution process for any buyer inquiries.
- Offer a professional and secure communication channel.
Please note: Due to security and privacy reasons, direct contact details for buyers are not
available on the platform. All buyer communication must be facilitated through the support
ticket system.
Commissioned Offers: For commissioned artwork offers, a separate real-time chat feature
is available through the sales dashboard. This chat allows you to clarify details with the
buyer before initiating the project and will automatically create a new support ticket for
further communication.
The cost of international shipping can vary widely based on several factors:
- Shipping Carrier: Different carriers like USPS, FedEx, UPS, and DHL have
varying rates.
- Package Size and Weight: Larger and heavier packages cost more to ship.
- Destination Country: The cost can differ depending on the distance and the
destination country’s shipping infrastructure.
- Shipping Speed: Faster shipping options (express or overnight) are more
expensive than standard or economy shipping.
- Customs and Duties: Additional costs may apply for customs duties, taxes,
and fees imposed by the destination country.
- Insurance and Tracking: Adding insurance and tracking services can
increase the overall cost.
- Shipping Method: Options such as air freight, sea freight, and courier
services have different pricing structures.
- To get an accurate estimate, it’s best to use the shipping calculator tools
provided on the carriers’ websites by entering the details of your shipment.
While not mandatory, we recommend insuring shipments for:
- High-value items
- Fragile or sensitive artwork
- Long-distance or international shipments
- Items with a high risk of damage or loss
By insuring your shipments, you can ensure a smooth and secure transaction for both you
and the buyer.
Yes, we recommend using sturdy and protective packaging materials to ensure safe
shipping of artworks. Here are some suggested materials:
- Sturdy boxes: Specifically designed for shipping artwork, these boxes provide extra
protection. The box should be slightly bigger than your artwork.
- Foam core or cardboard inserts: Help keep artwork secure and prevent movementduring transit.
- Bubble wrap or foam sheets: Protect artwork from impact and scratching.
- Acid-free paper or tissue: Wrap artwork to prevent damage from moisture or abrasion.
- Secure boxes and prevent opening during transit using packaging tape.
Additional protection for fragile artwork, by reinforcing using corner protectors.
Remember to:
- Use adequate cushioning and support
- Avoid using materials that may damage artwork (e.g., packing peanuts, newspaper)
- Seal boxes securely to prevent opening during transit
- Proper packaging helps ensure your artwork arrives safely at its destination.
Should I insure my shipments?
While not mandatory, we recommend insuring shipments for:
- High-value items
- Fragile or sensitive artwork
- Long-distance or international shipments
- Items with a high risk of damage or loss
By insuring your shipments, you can ensure a smooth and secure transaction for both you
and the buyer.
To provide tracking information to buyers:
- Obtain tracking number: Get the tracking number from your shipping carrier (e.g.
USPS, UPS, FedEx).
- Update order status: Log in to your account and update the order status to “Shipped”.
- Enter tracking number and Courier Company: Enter the tracking number in the “Tracking Information” field.
- Notify buyer: The buyer will receive an automated email with the tracking information.
Calculating shipping costs involves several factors that carriers consider. Here’s a
step-by-step guide to help you estimate the shipping costs for your artwork:
1. Determine Package Dimensions and Weight:
- Measure the length, width, and height of the package.
- Weigh the package using a scale.
2. Choose the Shipping Carrier:
- Decide which carrier you will use (e.g., USPS, UPS, FedEx, DHL).
3. Select the Shipping Service:
- Choose the type of service (e.g., standard, express, overnight) based on your delivery
timeline and budget.
4. Input Destination Details:
- Enter the recipient’s address, including the country, state/province, and postal code.
5. Use Online Shipping Calculators:
- Most carriers have online tools to calculate shipping costs.
6. Consider Additional Costs:
- Insurance: Add the cost of insuring your artwork for its full value.
- Tracking: Include any fees for tracking services if not already included.
- Signature Confirmation: Some carriers offer this for an additional fee.
- Customs Duties and Taxes: For international shipments, consider potential
customs duties and taxes that may apply upon arrival.
7. Compare Costs:
- Check and compare rates from different carriers to find the most cost-effective option
for your needs.
8. Consider Packaging Costs:
- Factor in the cost of packaging materials if not provided by the carrier.
9. Account for Handling Fees:
- If applicable, include any handling fees you charge for packaging and preparing the
shipment.
By following these steps and utilising online shipping calculators, you can accurately
estimate the shipping costs for your artwork and make informed decisions about which
shipping options best meet your needs
Properly packaging artworks for shipping is crucial to ensure they arrive safely at their
destination. Follow these steps to package your artwork securely:
Materials Needed:
- Acid-free paper or glassine
- Corner protectors (cardboard or foam)
- Bubble wrap
- Packing tape
- Cardboard sheets or foam boards
- Sturdy shipping box or crate
- Packing peanuts or foam padding
- “Fragile” labels or stickers
Steps:
1. Clean and Prepare the Workspace
- Ensure your workspace is clean and free of any sharp objects or debris that could
damage the artwork.
2. Protect the Artwork Surface
- Place the artwork face down on a clean, flat surface.
- Cover the front of the artwork with a layer of acid-free paper or glassine to protect it
from dust and scratches.
3. Add Corner Protectors
- Attach corner protectors to all four corners of the artwork to prevent damage during
handling and transit.
4. Wrap the Artwork
- Wrap the entire artwork with bubble wrap. Ensure it is completely covered, with extra
padding around the corners.
- Secure the bubble wrap with packing tape, ensuring it is tight but not overly
compressed.
5. Add Additional Protection
- Sandwich the bubble-wrapped artwork between two pieces of cardboard or foam board.
This provides extra protection against bending or impacts.
- Secure the cardboard or foam boards together with packing tape.
6. Prepare the Shipping Box or Crate
- Choose a shipping box or crate that is slightly larger than the artwork to allow space for
padding.
- Line the bottom of the box with a layer of packing peanuts or foam padding.
7. Place the Artwork in the Box
- Place the protected artwork in the center of the box.
- Fill any remaining space around the artwork with packing peanuts or foam padding to
prevent movement during shipping.
8. Seal the Box
- Close the box and seal all edges with packing tape. Ensure the box is securely closed to
prevent it from opening during transit.
9. Label the Package
- Label the package with the recipient’s address and your return address.
- Attach “Fragile” labels or stickers on all sides of the box to alert handlers to take extra
care.
10. Insure the Shipment
- Consider insuring the shipment for the value of the artwork to protect against loss or
damage during transit.
Tips:
If shipping internationally, check customs regulations and ensure all necessary
paperwork is completed.
- Use a reliable courier service that specializes in handling artworks.
- Keep track of the shipment with tracking information provided by the courier.
- Seek help for large/delicate pieces: If you’re unsure about packing a particularly large or delicate piece, consult a professional shipper or framer.
By following these steps, you can help ensure that your artwork is well-protected and
arrives safely at its destination.
Handling international shipping for your artwork involves several steps to ensure
that your package arrives safely and complies with all necessary regulations. Here’s
a detailed guide:
- Â Research International Shipping Regulations:
- Â Familiarise yourself with the import regulations of the destination country,
including restrictions on certain materials and items.
- Check for any specific documentation required for importing artwork.
2. Select a Reliable Shipping Carrier:
- Choose a carrier experienced in international shipping, such as DHL, FedEx,
UPS, or USPS.
- Consider factors such as delivery times, tracking capabilities, and insurance
options.
3. Properly Package Your Artwork:
- Use high-quality packaging materials to protect your artwork during transit.
- Wrap the artwork in protective materials such as glassine paper or bubble wrap.
- Use sturdy boxes and consider double-boxing for added protection.
- Include corner protectors to safeguard edges.
4. Prepare Documentation:
- Customs Declaration Form: Accurately complete the required customs
declaration forms, specifying the contents and value of the package.
- Commercial Invoice: Include a commercial invoice that details the
contents, value, and purpose of the shipment.
- Certificate of Authenticity: For valuable or original artwork, include a
certificate of authenticity if applicable.
- Import Licences: Check if the destination country requires any import
licences or special permits for artwork.
5. Calculate Shipping Costs and Duties:
- Use the carrier’s online shipping calculator to estimate shipping costs based on the
package’s dimensions, weight, and destination.
- Research and estimate potential customs duties and taxes that the recipient may need
to pay upon arrival.
6. Purchase Insurance:
- Insure your artwork for its full value to protect against loss or damage during transit.
- Check with the carrier for insurance options and coverage limits.
7. Label the Package Clearly
- Include the recipient’s full address, including country, postal code, and contact number.
- Attach all necessary shipping labels and customs documentation securely to the
package.
8. Select Tracking and Delivery Confirmation:
- Choose a shipping service that includes tracking and delivery confirmation to monitor
the shipment’s progress and ensure it reaches its destination.
9. Inform the Recipient:
- Provide the recipient with the tracking number and an estimated delivery date.
- Inform them about any potential customs duties or taxes they may need to pay upon
receipt.
10. Keep Records:
- Maintain copies of all shipping and customs documentation.
- Keep a record of the tracking number and any communication with the recipient and
carrier.
By following these steps, you can manage international shipping effectively, ensuring that
your artwork is delivered safely and in compliance with all relevant regulations.