There may be occasions when your order is not delivered which could be for a number of reasons. When there are delivery exceptions, these will generally be visible on the tracking.
Order held at post office or couriers hub
If an order is being held at your local post office or at the couriers hub, you will need to contact the courier or your local postal service in order to rearrange delivery, or to arrange a collection.
Order held at customs
If an order is being held at customs, it could either be held pending charges, or, further information may be needed from the sender or the receiver in order for this to be cleared. In cases like these, we would encourage you to contact the courier directly regarding this. If you are in doubt about what they require, then you may wish to contact the artist and ask them to reach out to their courier to clarify.
As Artfinder is neither the sender, nor the receiver, the couriers will not provide us any information relating to shipments so while we are happy to assist where possible, and provide any information you may need, we are unable to contact the courier ourselves.
Order returned to sender
If an order is being returned to the artist, they will need to ascertain why this is happening. Some of the reasons an order may be returned back to the artist are as follows:
- The courier tried to deliver but nobody was in to accept the parcel (they will usually have a maximum number of times they will attempt delivery before returning to sender).
- The shipping documentation was incomplete, and the courier hasn’t received the information they need in time.
- There was an error with the shipping address.
- There were pending import charges which weren’t paid in time, or the receiver refused delivery of the parcel due to not wanting to pay the import charges.
If an order is being returned to the artist, they will likely contact you to find out if you wish for this to be reshipped, or if you wish to receive a refund. If you notice that the tracking for your order says it has been returned to sender, and the artist has not contacted you, please contact our Support and Operations Team on firstname.lastname@example.org.
In cases where the reason for the return is due to an issue such as the incorrect delivery address being given at checkout, or pending import charges not being paid on time, if you still wish to receive the artwork, then the cost of reshipping would fall to you. We would send you a PayPal invoice for additional shipping charges.
In cases where the reason for return is due to the shipping documentation being incomplete, or an error with the address made by the artist at the time of shipping, then the artist is likely to cover the new shipping charge should you still wish to receive the artwork.
If you wish to receive a refund for the returned order instead of having it reshipped, then please let the artist know, or contact Artfinder directly and we will be able to process this.
It is important to note that there may also be occasions where the tracking advises that your order has been delivered, but you haven’t received it. For further information on what to do if this is the case, please have a look here: I haven't received my order, but the tracking shows it's been delivered - what should I do?