Frequently Asked Questions

Last Updated: 02/05/2019

WHAT ARE THE SHIPPING COSTS?

If your artwork is being shipped out of our printing studio in the USA, your FedEx shipping options will appear during checkout and the shipping costs will appear on your invoice and receipt. For all other artworks, please contact us with your requirements and we will provide you with the available options and costs. The shipping costs will be based on where the artwork is being shipped from; where the artwork is being shipped to; the size of the package; and the shipping service being used (i.e. FedEx, USPS or Parcelforce). If the shipping costs are too high, we may be able to offer a solution (such as having your print rolled in a tube and shipped to a local framing shop in your city and country; or having our printing studio in the UK create your print instead).

WHAT ARE THE SHIPPING OPTIONS?

If your artwork is being shipped out of our printing studio in the USA, you can choose from the following shipping options during checkout:

  • FedEx Ground
  • FedEx 3 Day Express
  • _______
  • _______

For all other artworks, or if you require rush shipping, please contact us with your requirements and we will provide you with the available options and costs. We use FedEx in the USA (lower 48 states) and USPS for international shipments leaving the USA. We use Parcelforce in Europe and for international shipments leaving Europe.

HOW LONG DOES SHIPPING TAKE?

If your artwork is being shipped out of our printing studio in the USA, your FedEx shipping options and delivery times will appear during checkout. For all other artworks, or if you require rush shipping, please contact us with your requirements and we will provide you with the available options and costs. The delivery time will be based on where the artwork is being shipped from; where the artwork is being shipped to; and the shipping service being used (i.e. FedEx, USPS or Parcelforce).

HOW CAN I TRACK MY ORDER?

As soon as your artwork ships, you will be notified via email and you will receive a tracking number.

HOW LONG DOES PRODUCTION TAKE?

The production time will depend on which printing studio we will be using. For example, our printing studio in the USA requires 2 to 3 weeks; whereas our printing studio in the UK requires 7 to 10 days. If you need to rush the production, please contact us with your requirements and we will provide you with the available options and costs.

ARE DIFFERENT FINISHES AVAILABLE?

Different finishes may be available for certain prints. Please contact us with your requirements and we will provide you with the available options and costs.

ARE STANDARD OR CUSTOM FRAMES AVAILABLE?

Standard frames may be available for certain prints. For custom frames, we may be able to ship the print (rolled in a tube) to a local framing shop in your city and country. Please contact us with your requirements and we will provide you with the available options and costs.

DO YOU SHIP INTERNATIONALLY?

Yes, we ship to most countries in the world. If your artwork is being shipped out of our printing studio in the USA, you can ship internationally using the FedEx shipping options that appear during checkout. For all other artworks, or to discuss low-cost international shipping, please contact us with your requirements and we will provide you with the available options and costs. If the shipping costs are too high, we may be able to offer a solution (such as having your print rolled in a tube and shipped to a local framing shop in your city and country; or having our printing studio in the UK create your print instead).

Any additional customs, duties or taxes which may be required by the carrier before or at the time of delivery will be your responsibility. These will be dependent upon the customs process in your country. If you would like to prepay any customs, duties or taxes, please contact us to discuss your requirements.

HOW IS MY ARTWORK PACKED FOR SHIPPING?

Our goal is to have your artwork delivered in perfect condition. Artists on HNWgallery are required to follow strict standards for shipping original works from their studio. Meanwhile, our printing studios have professionally trained shipping staff with decades of experience and they pack each print carefully to ensure safe arrival. Prints up to 30” x 40” are typically shipped in a reinforced cardboard box with ___________. Prints over 30” x 40” are typically shipped in a wooden crate with ___________. Alternatively, certain prints can be rolled in a tube for international shipping to a local framing shop in your city and country. Our packages travel all over the world and our team of experts will make sure that your artwork is shipped safely and securely.

DO YOU SHIP TO P.O. BOXES?

Shipping to P.O. boxes is available for a custom fee. However, shipping to P.O. boxes is only available via USPS and we will always do our best to get you the lowest possible shipping rate. Please contact us with your requirements to get a custom shipping quote. USPS can deliver packages up to 11″ x 14″ to a P.O. Box, whereas larger items must be shipped to a street address. We can also ship to an A.P.O. address through USPS.

DO I HAVE TO SIGN FOR MY PACKAGE?

For most orders under $500 USD, you will not have to sign for your package. If the carrier feels that the delivery address is secure, they will leave the package at your door. However, if you wish to have your package delivered after a certain date, or if you want to sign for your package, we will try to accommodate your request (additional charges may apply). For orders over $500 USD, we will require a signature. For certain high-value orders, we may also require insurance.

CAN IT BE SHIPPED AS A GIFT TO A THIRD PARTY?

Yes. You can select the recipient’s delivery address during checkout. If you would like us to include a personalized note with the package, simply type your message in the comment box during checkout.

CAN I COMMISSION AN ARTIST FOR CUSTOM ARTWORK?

Yes. You can commission any emerging, mid-career or established artist on HNWgallery. At your request, they can create a single artwork, an entire series, or a custom project for individuals, corporations, hotels, restaurants, interior designers or art collectors. Please contact us with your requirements and we will provide you with the available options and costs.

WHAT IS YOUR CANCELLATION POLICY?

If the artwork terms, invoice or receipt says “FINAL SALE”, then cancellations are not allowed.

For all other artworks, you may cancel your order for a full refund before it has gone to production; before it has shipped; or before HNWgallery has paid any costs. However, cancellations are no longer allowed once it has gone to production; once it has shipped; or once HNWgallery has paid any costs.

WHAT IS YOUR RETURN POLICY?

If the artwork terms, invoice or receipt says “FINAL SALE”, then returns are not allowed. For all other artworks, you may return the artwork within 14 calendar days of the delivery date for a full refund minus the shipping costs, subject to the following conditions:

  • You must contact us for a return authorization number within 14 calendar days of the delivery date.
  • The artwork must be returned in a new, unused and undamaged condition.
  • The artwork must be repackaged carefully (it is important therefore that you take care when unpacking your order).
  • The artwork must be picked up by the carrier before the expiry of the 14 day return period.

If the returned artwork is received in a condition other than its new and original condition, then the refund amount will be adjusted to reflect the condition by a minimum of 15% of the purchase price. Most refunds are processed within 3 to 5 business days after we receive the return. Please note that returns are not allowed for commissioned artwork; artwork that has been customized by us at your request; or artwork that has been framed, mounted or altered by a framing shop. Furthermore, if you paid for your order using PayPal, then PayPal may charge you a fee for the return of the funds and any such fee is not covered by HNWgallery. For all returns, you may use your choice of return shipping company at your cost. Alternatively, you can contact us to request a return shipping label and have the return shipping costs deducted from your refund. The return shipping costs will vary depending on the shipping company used and the size of the package being returned.

WHAT IF THE ARTWORK IS DAMAGED DURING SHIPPING?

If the artwork has been damaged during shipping, please take the following steps:

  • Immediately take photos of the damage to the artwork and the packaging.
  • Keep the packaging and its contents.
  • Contact us within 48 hours of the delivery and send us the photos via email.

If we can replace the artwork, we will ship a new order to you at no charge and have the carrier pickup the damaged order. If we cannot replace the artwork, we will provide you with a full refund, including the shipping costs.

WHAT IF THE PACKAGE IS LOST DURING SHIPPING?

If the package is lost during shipping and if we can replace the artwork, we will ship a new order to you at no charge. If the package is lost during shipping and if we cannot replace the artwork, we will provide you with a full refund, including the shipping costs.

WHAT MATERIALS WERE USED TO CREATE MY ARTWORK?  

Please refer to the artwork information for a description of the materials used. If you require additional information, please contact us.

HOW SHOULD I CARE FOR MY ARTWORK?

Your artwork should be treated as you would any piece of fine art. Do not position your artwork where it will be near direct sunlight. Do not attempt to clean it with water, glass cleaner, or any other liquids or chemicals. You should ONLY use a soft dry dust brush to gently remove dust only when needed.