My artwork arrived damaged

We understand how disappointing it is to receive a damaged artwork, so if this happens, please get in touch with us straight away.

If your artwork is damaged and this has not been reported to us within 14 days of delivery, please note that we will not be able to assist you further.

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 Artfinder, and the artist will then repair the artwork. Once you have confirmed you are happy with the repair, the artist will then reship the artwork to you.
• Reimbursement of the repair costs. If the artist is unable to repair the artwork themself but you are able to take this to a specialist to repair it for you, you may wish to simply receive the cost of repair. In these cases, we are able to partially refund you for the order.
• 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.

How can I request a return?

In order to request a return, please follow the steps below. Once the artwork has been collected by the courier and delivered back to the artist, we will issue you a full refund. It is important to note that if you are returning the artwork for repair or replacement, you will need to inform us of this by contacting us at customers@artfinder.com

1. Log in to your Artfinder account
2. Go to your 'Orders' page
3. Click on the 'Return or Replace items' button next to the order that you wish to return

4. Fill in and submit the form

We ask that you include detailed photos of the damage sustained, which you can attach with the submission of the returns form. Pllease ensure you send us the following photos:

• External Packaging: Photos showing any dents, tears, or crushed corners on the outside of the box.
• The Shipping Label: A clear photo of the label as it appears on the packaging.
• The Damage: Clear, close-up photos of the damage to the artwork itself.

We also ask that you retain and return the artwork in its original packaging, where possible, though we recognise that there may be occasions when the packaging itself is damaged too. If the packaging is not sufficient for returning the artwork, please contact our Support and Operations Team at customers@artfinder.com and we will advise further.

For more information about our returns policy, please refer to Customer Returns Policy.