I haven't received my order, but the tracking shows it's been delivered - what should I do?
How can I advise you that my order hasn’t arrived?
As you have access to the tracking details and the ETA (Estimated Time of Arrival) of your artwork through the order page, you are able to track your shipment with our integrated tracking system called Aftership. Alternatively, you are able to use the tracking number provided by the artist on the nominated couriers website or 17TRACK. We invite you to check the tracking information first and then notify the artist and our team of any delays which may have occurred in transit. Our team also monitors deliveries and therefore should an issue arise, we will reach out to you and the artist to offer assistance.
Alternatively, the artist may have shipped the order without tracking or did not provide a tracking number or courier. So in these cases, an automated delivery confirmation email will be sent to you three working days after the ETA provided on the order page. By clicking the link in the email, you will be able to advise our Support Team that your order has not yet been delivered. When we are notified that you marked your order as not delivered but the tracking shows successful delivery, we will be in touch to advise you further.
As our artists are responsible for their shop's management and order fulfilment, we strongly recommend that you reach out to the artist via the messaging system to advise them of the non-delivery unless they have contacted you already.
Once we are aware that your order has not been delivered, the order will be placed on hold for the duration of the investigation until we are able to confirm delivery.
What happens next?
Our Artfinder Support Team will be in touch with you and advise that you need to carry out some checks in order to locate the shipment. The artist may also advise you of this through the messaging system or direct phone contact. We will first need to confirm the delivery address on the order is correct to ensure there were no mistakes with the delivery address when entered at checkout.
What if I provided the wrong address?
In the event that the delivery address you inputted is still a valid address (just not your address), the package will be delivered to that address and it would be your responsibility to recover the goods.
However, in the event that the delivery address provided at checkout and used by the artist/the courier for shipping and delivery is invalid, the parcel will typically be returned to the artist. We will then contact you to see if you want the order to be resent to the correct address (at your expense), or if you would like a full refund for the cost of the goods once we can confirm that the artwork is safely on its way back to the artist.
Please kindly note, we accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified although we will try our best to help you wherever possible.
For more information, please see our customers policy on incorrect delivery addresses here.
My address is correct, what do I do?
If the address is correct, we would advise you to carry out the following checks:
- Check with anyone else at the address
- Check with any neighbours
- Check any safe places
- Check with the local post office
What happens next?
If you have completed all the necessary checks mentioned above, we will then reach out to the artist and ask them to provide the proof of postage/original shipping labels used to ship the artwork to ensure the address is correct and the order was indeed sent to the address you provided at checkout.
Once confirmed, we will advise the artist to reach out to their chosen courier/postal service and launch an enquiry in order to obtain a proof of delivery and ask where this parcel was left. Alternatively, as the recipient of the parcel, you are also able to reach out to the courier/postal service to obtain this information. The courier/postal service will often be able to confirm the GPS locator linked to the parcel.
If the parcel was left on the front porch as part of contactless delivery due to COVID restrictions, the courier will need to confirm this. If this was indeed the case, you or the artist will be able to start a claim in order to request compensation from the courier.
At Artfinder, our support for artists and customers is very important to us and we are of course happy to help at any stage of this process. However, kindly note that as Artfinder is neither the sender nor the receiver, we will be unable to contact the courier ourselves as they will not release any information to us.