frequently
asked
questions
Looking for answers?
Starting a new adventure can sometimes feel daunting and I get that! That's why I prepared this detailed FAQ section so you can jump right in.
If your questions are not covered in the FAQs, then get in touch with me here with the contact form and I'll be happy to help!
Payment
01
do i need to cover the delivery costs?
Yes, the delivery costs are covered by yourself. The prices differ from country to country. You will receive an estimation of the cost at the moment of the check-out after you fill in the delivery address.
02
HOW DO I SOLVE ISSUES WITH THE PAYMENT METHOD?
If you encounter any issues with payment please let us know via the contact form or email us at hello@artstanding.co.
03
what payment methods do you accept?
We accept PayPal and Credit Card (VISA, Master Card, American Express, Discover) for now. We are working on implementing other methods as well.
04
are your transactions secure?
All the transactions done on this website are handled by PayPal on their secure pages. We value your privacy and thus, no confidential information is stored in our database.
05
how do i get an invoice?
You will get the invoice via email, but also printed when we ship the artwork to you.
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01
what countries do you ship to?
We currently ship to: United Kingdom, USA, all EU Countries & EEC Countries, Australia, Brazil, Canada, Hong Kong, Mexico, Singapore, South Africa, Switzerland. If you don’t see your destination on the list, contact us and I'm sure we can work it out!
04
do i get a tracking number for my delivery?
Yes, as soon as your package is dispatched you will receive a tracking number to your email address.
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02
how long does the delivery take?
This is highly dependent on where the artist is located and where the art piece needs to go, as well as the time it takes to clear customs if the shipment is international. On average, for EU and EEA countries it takes between 3 to 5 working days. For international shipments, this might take longer due to custom clearance processes.
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how are shipping costs calculated?
Shipping costs depend on the size and weight of the package and are charged at checkout. They are calculated based on the location from where the artwork is being shipped and the destination it needs to reach.
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my order has not arrived. what now?
We get in touch with you once we ship your order and we also provide a tracking number. However, sometimes the shipment might get stuck at customs. If you have any questions about your order or need an order urgently, reply to the email we have sent you with your order confirmation and we’ll do our best to help!
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shipping
shipping
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05
WILL I BE CHARGED TAXES OR CUSTOMS FEES?
If you are residing in a country within the European Union or the EEA area you do not have to pay customs fees or taxes. If you are outside of this area, some taxes might apply to you.
Couriers are obligated to pay customs for any taxes due when importing an item. They will keep hold of any item until those duties have been paid by the customer, which may result in delays to delivery as well as additional clearance charges levied by the courier.
Any additional custom charges are liable to be paid by the importer of record (in this case, the customer). Please note that any customs or import charges incurred by the customer are non-refundable. Duties and taxes due for artworks vary from country to country.
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what is a secure shipping address?
No one wants to see your piece left out in the cold or rain, or stolen before you even get to love it! So please be sure to provide a delivery address where you are certain someone will be able to receive, sign for, & look after your rental artwork when it arrives. This may be your office, home, with a trusted friend or neighbour.
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shipping
shipping
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what happens if the art piece arrives damaged?
We are always very careful in packing the art piece, but if you receive your package damaged, please contact us immediately.
Please take pictures of the packaging as soon as you receive it! If it’s damaged upon receiving, the insurance company will want to see proof. We are only able to make damage claims to the delivery company within 48 hours from when the package has been received and signed for.
If your art piece has arrived damaged, you will need to go through the returns procedure, just so that our system is aware that a refund will be required.
Find your order number in your inbox and email us at hello@artstanding.co stating the problem, the order number and attaching the images of the damage sustained.
For a refund claim on a damaged product, the following must apply:
It is less than 48 hours since you have received the art piece.
You have retained all original packaging for the art piece.
The art piece has been prepared for return shipment in their original packaging.*
The art piece is shipped back to the artist within 14 days after receiving it.
*If the packaging was insufficient, please package to the best of your ability and be sure to take pictures for insurance purposes.
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shipping
returns
01
can i return the art piece after i receive it?
If the art piece arrives and you’re not satisfied with the purchase for any reason, you’ll have 14 days from the date of delivery to notify us of your intent to return the work for a refund. Please email us at hello@artstanding.co and we will come back to you with the steps to be followed for returning it.
This return policy only applies to art pieces bought from the online store, thus not commissioned.
02
who pays for the return shipping costs?
The return shipping costs are covered by us.
It has to be less than 14 days since you have received the art piece.
The art piece must be in the same condition as it arrived and in appropriate packaging – in its original packaging.
The art piece must be shipped back to the artist within 14 days after the return claim was made.
The following is required for a return request to be accepted:
Art pieces must be carefully readied for the return shipment in their original packaging*, thus it's important that you take care when unpacking received order.
*If the packaging was insufficient, please package to the best of your ability and be sure to take pictures for insurance purposes.
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REFUNDS
01
what refund do i receive if i return the art piece?
When returning an art piece ordered from our Store you will be 100% refunded for your art piece, given that the piece is in its original condition (not damaged and in original packaging). Refund for the shipping costs is not included.
02
when does the refund get issued?
We’ll process your refund within 14 days after the artist has received the art piece and confirmed that it’s in good condition.
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Buying
Custom-made Art
Click on the topic that interests you from the below list and find out the answer to your questions.
Choose on of the topics from the below list:
DECIDING
PLACING AN ORDER
BRIEFING THE ARTIST
PAYMENT
AFTER YOU ORDER
shipping
RETURNS
DECIDING
01
how do i choose an artist?
We think that choosing an artist is highly influenced by your source of inspiration. I recommend you browse through the styles of the artists on the Hire an Artist page and choose the one whose style is closest to the way you envision your future work of art.
02
i can’t really picture how the artist will be able to transform my thought into a piece of art. any help here?
You can always look at the Examples of Executed Orders page for some inspiration. In that section, you’ll be able to see how some briefs came to life and were executed by our talented artists.
Also, I’m here to help! Let’s plan a call where we can discuss all these and help you out!
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01
how do i place an order?
Once you have looked through the portfolios of our artists and have decided on one artist, you go on the respective artist’s page. In the right upper corner of the page, you can find a “Hire [Artist Name]” button. Just click it and it will take you directly to the briefing form.
02
do i communicate with the artist directly?
We wanted to make this process as easy as possible for everyone so I will be taking care of all these aspects for you. As long as you give me plenty of details in the brief so that I can understand where you are coming from, I will be the one liaising with the artist and making sure your expectations are being met.
In exceptional cases, some artists will want to know more details regarding your brief, just to make sure they understand your vision, so direct contact might be possible in these cases.
03
do i need to pay the entire amount for the art piece upfront?
No, you don’t need to. Because I want to make this as easy, convenience & risk-free as possible for you, I have decided that a payment in 2 steps is more suitable. Once you place your order and send us your brief, I'll check it with the artist and come back to you with details and questions.
Once the brief has been accepted by the artist and I confirm your order, that's when I'll send you a payment link asking for an advance payment.
You would need to pay 30% of the total amount and the rest of 70% when the artist has created your art piece and we are ready to ship your order.
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PLACING AN ORDER
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04
how do i know what size to choose for my painting?
Each artist works with different artwork sizes. After you decide on a style and artist, check the artist’s page to see what sizes are possible. Depending on where you want to hang your art you can choose a smaller or a larger piece. If you want a customized size not already mentioned among the artist’s standard sizes, please fill in the briefing form, choose the custom size option when you place your order, and we will come back to you with a specific quote for your order.
05
how fast is my order processed?
As soon as you finalize the brief and place the order, I will start working on it and communicating with the artist. You will receive a detailed timeline of how long the entire process will take as this might depend on the availability of the artist as well. Each artists has their own working process and lead-times but you can find an estimation of how long they would need to create your art piece, in their profile pages.
Go to 'Hire an Artist' page and click on the artist you like to find more info.
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PLACING AN ORDER
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PLACING AN ORDER
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BRIEFING THE ARTIST
01
what is the source of your inspiration?
Here it’s great if you can give us as many details as possible about your source of inspiration. More is always better for this section. If, for example, the source is a song, then please paste in the open-end field the link to the youtube.com video. If your inspiration is a book, please give us the exact paragraph/description that inspired you.
02
if you are quoting from an exact source, which source is it?
Here you can give us the exact name of the source or you can upload a file that best describes your source of inspiration.
If, for example, your source of inspiration is a picture that you want to be depicted in the specific style of the artist you chose, please feel free to upload it. All information you provide us with is treated with utmost confidentiality. We display examples of already executed orders on our Executed Orders page, only with your explicit consent.
03
what is the mood/feeling that the description you provided gives you?
We believe that one of the unique aspects of the art you are co-creating is the strong personal component of the source of inspiration. Even if the source of inspiration is a popular song or a descriptive paragraph from a well-known book, what makes it unique for you is the feeling it gives you, the mood it sets you in.
The briefing form can be accessed from each artist’s portfolio page.
It's on this form page where you will need to go wild with the details and where you can tell us all about your source of inspiration. In order to create a work that captures the essence of your vision, we developed a few questions that will help you out with the briefing process:
The briefing form can be accessed from each artist’s portfolio page.
It's on this form page where you will need to go wild with the details and where you can tell us all about your source of inspiration.
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04
what is the focal point of your desired piece of art?
Depending on your source of inspiration, you can specify key elements from your description that the artists can focus on, or that you would like to have highlighted. For example, if it is a portrait, you might want the eyes highlighted.
05
in which room will the artwork be displayed?
We want to offer you a final art piece that will fit perfectly with the environment wherein it is going to be showcased and your answer to this question will help us a lot.
06
what is the predominant color of the walls in the room you want to PLACE this work in?
Here you can specify the color and even upload a photo of the specific room & wall. If you are uploading a photo, please make sure you also capture the surroundings, as this will help us see the setup and adjust accordingly.
07
what size would you like the ART PIECE to be?
You can choose one of the sizes that best works for you from the standard sizes done by your chosen artist. If you would like a different size that's not available in the form, choose custom size and I'll get back to you with more details.
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BRIEFING THE ARTIST
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Payment
01
do i need to cover the delivery costs?
Yes, the delivery costs are covered by yourself. The prices differ from country to country. You will receive a cost estimation at the final stage of the process, together with the payment link for the rest of the 70% that needs to be paid for the custom art piece.
02
HOW DO I SOLVE ISSUES WITH THE PAYMENT METHOD?
If you encounter any issues with payment please let us know via the contact form or email us at hello@artstanding.co.
03
what payment methods do you accept?
We accept PayPal and Credit Card (VISA, Master Card, American Express, Discover) for now. We are working on implementing other methods as well.
04
are your transactions secure?
All the transactions done on this website are handled by PayPal on their secure pages. We value your privacy and thus, no confidential information is stored in our database.
03
how do i get an invoice?
You will get the invoice via email, but also printed when we ship the art piece to you.
06
05
do i need to pay the entire amount for the art piece upfront?
No, you will only need to pay 30% of the total value as an advance payment only after we check your brief with the artist and confirm your order.
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when and how do i pay for the remaining 70%?
The remaining 70% will be paid at the end, when the artist has finalized your art piece.
Only after you accept the art pice as being acceptable and make the 2nd payment, we will ship the art piece to your chosen address.
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after you order
01
how do i know the art piece i am buying is authentic?
The art piece will be signed by the artist and you will also receive a certificate of authenticity provided by Artstanding.
02
in case i cancel my order, do i receive my advance payment back?
The advance payment is non-refundable. The amount you pay at the beginning ensures the artist gets partially paid for the work he/she puts in for creating your art piece.
03
can i cancel a commissioned order prior to shipment?
Yes, you have the possibility to cancel the order after we’ve sent you the picture of what the artist has created based on your brief. This process takes place before we ship the art piece to your chosen address.
When asked if the result is acceptable according to your standards and you agree to go ahead with the shipment and make the 2nd payment for the rest of 70%, cancellation is no longer possible.
04
how long does it take to finalize the art piece?
This depends on the complexity of the work and the availability of the artist. Please check each artist’s page to see the exact time needed for her/him to deliver the commissioned piece.
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05
what happens if i don’t like what i’m seeing as a final result?
We believe in a complete freedom of the creative process. Art cannot be dictated line by line. You are the muse and this is a co-creative process so, in the end, the work will be a combination of your inspiration and the artist’s vision.
If you are not happy with the result you can just let us know by email at hello@artstanding.co, filling in the questionnaire we send you and we just cancel the order. You don’t incur any other expenses except the 30% down-payment you already sent over.
In some cases, the artist would like to give the brief another go, so if this will be the case we will come back to you with further steps.
If you wish, we can recommend you a different artist and the whole briefing process can start again.
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after you order
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shipping
01
what countries do you ship to?
We currently ship to: United Kingdom, USA, all EU Countries & EEC Countries, Australia, Brazil, Canada, Hong Kong, Mexico, Singapore, South Africa, Switzerland. If you don’t see your destination on the list, contact us and I'm sure we can work something out!
03
do i get a tracking number for my delivery?
Yes, as soon as your package is dispatched you will receive a tracking number to your email address.
02
02
how long does the delivery take?
This is highly dependent on where the artist is located and where the art piece needs to go, as well as the time it takes to clear customs if the shipment is international. On average, for EU and EEA countries it takes between 3 to 5 working days. For international shipments, this might take longer due to custom clearance processes.
04
03
how are shipping costs calculated?
Shipping costs depend on the size and weight of the package and are charged at the final stage of the process. They are calculated based on the location from where the art piece is being shipped and the destination it needs to reach.
05
04
my order has not arrived. what now?
We get in touch with you once we ship your order and we also provide a tracking number. However, sometimes the shipment might get stuck at customs. If you have any questions about your order or need an order urgently, reply to the email we have sent you with your order confirmation and we’ll do our best to help!
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06
05
WILL I BE CHARGED TAXES OR CUSTOMS FEES?
If you are residing in a country within the European Union or the EEA area you do not have to pay customs fees or taxes. If you are outside of this area, some taxes might apply to you.
Couriers are obligated to pay customs for any taxes due when importing an item. They will keep hold of any item until those duties have been paid by the customer, which may result in delays to delivery as well as additional clearance charges levied by the courier.
Any charges are liable to be paid by the importer of record (in this case, the customer). Please note that any customs or import charges incurred by the customer are non-refundable. Duties and taxes due for artworks vary from country to country.
07
06
what is a secure shipping address?
No one wants to see your piece left out in the cold or rain, or stolen before you even get to love it! So please be sure to provide a delivery address where you are certain someone will be able to receive, sign for, & look after your rental artwork when it arrives. This may be your office, home, with a trusted friend or neighbour.
previous
next
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shipping
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08
07
what happens if the art piece arrives damaged?
We are always very careful in packing the art piece, but if you receive your package damaged, please contact us immediately.
Please take pictures of the packaging as soon as you receive it! If it’s damaged upon receiving, the insurance company will want to see proof. We are only able to make damage claims to the delivery company within 48 hours from when the package has been received and signed for.
If your art piece has arrived damaged, you will need to go through the returns procedure, just so that our system is aware that a refund will be required.
Find your order number in your inbox and email us at hello@artstanding.co stating the problem, the order number and attaching the images of the damage sustained.
For a refund claim on a damaged product, the following must apply:
It is less than 48 hours since you have received the art piece.
You have retained all original packaging for the art piece.
The art piece has been prepared for return shipment in their original packaging.*
The art piece is shipped back to the artist within 14 days after receiving it.
*If the packaging was insufficient, please package to the best of your ability and be sure to take pictures for insurance purposes.
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shipping
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returns
01
can i return art that has been commissioned
and not bought from the store?
Unfortunately, we don’t offer this option. For a custom-made art piece, the artist has already committed to the work in terms of time and prioritizing your brief over other potential orders.
You have the possibility to cancel the order after we’ve sent you the picture with what the artist has created based on the brief. This process takes place before we ship the art piece to your chosen address. When asked if the result is acceptable according to your standards and you agree to go ahead with the shipment and make the 2nd payment for the rest of 70%, cancellation is no longer possible.
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General Notes
artwork colours
artwork details
artwork availability
Click on the topic that interests you from the below list and find out the answer to your questions.
Choose on of the topics from the below list:
artwork colours
The colours of the artworks showcased on Artstanding might slightly differ from the colours that you will see on the real art pieces. The photos taken for the website were either taken by me or the artist, thus not a professional. And we all know how important lighting is 🙂
From my experience, the colours are brighter and more beautiful when you see the painting face to face.
Also, when using the artwork images to create room mock-ups or posts for Social Media (Facebook, Instagram, Pinterest) we never use filters to enhance the colours or make them “prettier”. They are already spectacular so no need for filters!
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The details regarding the art pieces (dimensions, materials that have been used for creating the artwork, surface on which it was created etc.) that are seen in The Shop pages are all given by the artist.
I always strive to get them as accurate as possible by annoying the artists with 100 questions but somethings might slip through the cracks… Apologies in advance for that!
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artwork details
The orders you place are either shipped by me or the artist. Since I don’t own any of these art pieces, all shipments are dependent on the artist’s availability. They might be away from their studio for a couple of days, thus shipping your order might be delayed a bit.
Even though I regularly speak to all Artstanding artists, it might happen that your order for a specific painting might overlap with an order that was already agreed by the artist with another person. As all artworks on Artstanding are one of a kind their selling is highly dependent on a first-come-first-served basis.
In the eventuality of this happening, everything will be communicated to you as soon as possible and we can see how we can sort things out!
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artwork availability
