Last update: 15 Apr, 2024

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<aside> <img src="/icons/user-circle_lightgray.svg" alt="/icons/user-circle_lightgray.svg" width="40px" /> Available for Artist Expert Follower

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The delivery process

The delivery process is divided into five steps:

1. Placing the order: We charge the buyer for the artwork price and delivery. The total amount is stored on our side to make the purchase easy and secure for both sides.
2. Scheduling delivery/packaging: We contact the seller to schedule the delivery date and the additional packaging if needed.
3. Artwork pick-up: Our partners will help the seller with the packaging (if requested), and the delivery partner will take the artwork from its location.
4. Delivering: The artwork is shipped by the delivery partner to the buyer. ****
5. Completed: artwork is successfully delivered to the buyer

Inside the order page, we highlight the ongoing stage using order statuses:

1. Order placed : same as described above.
2. Delivering : This includes scheduling delivery, artwork pick-up, and the delivery process.
3. Completed : The artwork is successfully delivered to the buyer.

Managing and tracking order progress

Where to find order details?

• For ongoing order
• For past order

Communicating with seller/buyer

Use our internal messaging system to communicate with the seller or buyer about the order. Each order has an attached chat where you can discuss all details, solve issues, ask questions, and more.

<aside> <img src="/icons/info-alternate_yellow.svg" alt="/icons/info-alternate_yellow.svg" width="40px" /> Please note that the Subjektiv team directly handles all transactions associated with shipping costs. For security purposes, we recommend that you refrain from exchanging payment details with the seller or buyer.

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Start chatting from the order page

• Open Order details page
• Find the block with the seller/buyer avatar
• Click 💬 Contact button to open the chat

Click 💬 Contact to open the chat with the buyer/seller

Open chat in Messages:

• Click on Messages on sidebar (for desktop) or 💬 icon at the top of the Timeline (for mobile)
• Select Orders tab
• Select chat with the seller/buyer you are looking for.

Order chat with a seller

Returns

To request a return, please email us at [email protected] with the subject line "Return." We will then guide you through the return process. In rare cases when the return is due to your purchase arriving damaged, you will not incur any shipping costs associated with the return.

<aside> <img src="/icons/info-alternate_orange.svg" alt="/icons/info-alternate_orange.svg" width="40px" /> Unfortunately due to existing regulatory & tax structure for cross-border activities between physical entities we can not offer returns for the cross-border deliveries. We are very happy to still offer 14-days returns within a single trade market.

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Refunds

In the unfortunate event that your artwork arrives damaged, please get in touch with our support team immediately via [email protected] with the subject “Damaged artwork.”

<aside> <img src="/icons/camera_red.svg" alt="/icons/camera_red.svg" width="40px" /> Please mention the Order number and attach photographs of the damaged artwork and packaging to assess the claim.

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Our team will work with you to resolve the issue, which may include a refund, replacement, or repair, depending on the circumstances and in accordance with our return policy.

FAQ

• How do you deliver the artwork?
• What if I provided the wrong shipping address for my order?
• Why artwork can’t be delivered to my address?
• My order may be lost. How can I obtain a refund?
• I haven't received my order, but the tracking information shows it was delivered. What should I do?

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