SHIPPING / DELIVERY POLICIES
DELIVERY
• Orders are processed only after payment has been cleared by the bank, which can take up to 7 days.
• After payment clearance, the artwork is packaged, weighed, and a shipping quote is obtained.
• An invoice for shipping costs will be sent to the customer, and shipping will take place only after the shipping payment is received.
• No immediate online payments are accepted; only EFT payments are allowed.
• No payments via third-party links will be accepted due to online fraud risks.
DELIVERY METHODS
• We use trusted delivery carriers to ensure secure and reliable delivery.
• The best available delivery method will be selected based on the destination and package size.
DELIVERY COSTS
• Delivery costs are not included in the initial purchase.
• Once the artwork is packaged and weighed, the delivery cost will be calculated and invoiced separately.
• The delivery will only be processed once the delivery payment has been received.
EXPLANATION OF DELIVERY COSTS
Delivery costs are not included in the initial purchase because they vary based on several factors, including:
1. Customer’s Location – The farther the destination, the higher the delivery cost.
2. Package Size & Weight – Large artworks, especially those with heavy frames, increase delivery costs.
3. Delivery Service & Method – Different delivery options (standard, express, insured) may have different rates.
HOW THE DELIVERY PROCESS WORKS
- After your EFT payment for the artwork is cleared by the bank (up to 7 days), we will carefully package the artwork.
- Once packaged, we will weigh it and get a delivery quote based on your location.
- We will then send you an invoice for the delivery cost.
- Only after the delivery payment is received, will we arrange for the artwork to be delivery.
- This process ensures that you only pay the exact delivery cost required for your specific order. If you have any questions, feel free to contact us. 😊
TRACKING
• Once the order has been handed over to the courier company, a tracking number will be provided to monitor the delivery status.
RETURNS
• If you are not satisfied with your purchase, you may return the artwork within 30 days of receipt.
• The artwork must be in its original condition and packaging to qualify for a return.
• Custom and commissioned artwork is non-refundable, except in the case of damage during transit.
RETURN PROCESS
• To initiate a return, please contact us at heidi.adendorff.art@gmail.com with your order details and reason for the return.
• We will guide you through the return procedure.
REFUNDS
• Once we receive and inspect the returned artwork, we will notify you about the approval or rejection of your refund.
• Approved refunds will be processed via the original payment method within a reasonable timeframe.
RETURN DELIVERY
• Customers are responsible for return delivery costs, except in cases of damaged or defective items.
• We recommend using a trackable delivery service to ensure safe delivery of returns.
DAMAGED ITEMS
• In the rare event that your artwork arrives damaged, please contact us immediately with photos of the damaged item and packaging.
• We will assess the damage and work towards a resolution.
CUSTOM AND COMMISSIONED ARTWORK
• Custom and commissioned pieces are non-refundable unless they arrive damaged or defective.