Returns-Damaged Goods-Cancellations / Terms & Conditions / Home
15 working days to decide after the arrival of the artwork:
A customer who has purchased artwork from silvialerin.com has 15 working days from the date of receipt to decide if they are happy with the artwork. This does not apply to goods that have been damaged (in which case it has to be notified to the courier at the moment of delivery, see ‘7.DAMAGED GOODS’ of our T&C) or in case it has been ordered or bought in person offline.
If for any reason you decide not to keep the artwork in those 15 days’ return shipment window, you can return the artwork for a refund. This does not include the cost of shipping it to you and the rest of incurred costs (transaction fees, insurance, taxes, and customs fees if applicable). You are also responsible for the cost and the safe return of the artwork, which must be received by us in the same condition that it was at the time of despatch from us unless it has been reported as damaged (see our ‘7.DAMAGED GOODS’ in our T&C).
Note: Return shipping costs are not subsidized and may be higher than the original shipping cost.
To ensure proper insurance coverage, all return shipments must go through silvialerin.com, contact us (info@silvialerin.com) quoting your delivery number, contact details, shipping address, and the nature of your complaint. You can expect a response in 3 to 4 working days.
If you’ve initiated a return within the time frame provided in our return policy, and you’ve communicated to silvialerin.com your intent to return, you’ll receive a quote for the cost of a fully insured return for your approval.
If your art return is approved we will arrange a return label for you to print and ship back the artwork at your local shipping store or alternatively, we will send a courier for its collection (the carrier will contact you to arrange a pickup) – it is vital that the original packaging and paperwork are retained in good conditions in order for our courier to collect and ship safely.
Return Period:
Approved returns must be shipped within 14 days of receiving the return label for standard return shipments, or the return will be considered void. Once the return is considered void, the return shipping label will be removed from your order page.
In case your art will need to be professionally crated and shipped via freight or white glove methods, the return shipping quote must be accepted no later than 14 days from the quote provided or the return will be considered void.
In case of a refund, payment will be done in the buyer’s original payment method.
After 15 days have passed from the day you receive the artwork, the 15-day grace period ends and the artwork cannot be refunded.
A. Damaged goods received by the customer:
Artwork is posted with insurance, any goods which are received by the customer that are found to be damaged can be returned to the artist for a refund. It is essential that you inform the artist within 24 hours of receipt of your artwork, in the case of a claim for damage. It is the customer’s responsibility to check there is no discernible damage to the package before signing for the package, if your package is damaged on the receipt you must mark the delivery note/receipt ‘Damaged’ and report the problem to us within 24hrs of delivery. If the delivery note/receipt has been signed in any other way you may waive all rights to claim for any replacement for goods damaged in transit and you will lose your rights for a refund.
Once an item is reported damaged on delivery it cannot be treated as a standard return, because we need to determine how the damage has occurred. For all shipments where it is damaged, we will need to collate the relevant images and documentation because this is a requirement to submit a claim to the carrier, therefore send to info@silvialerin.com photos of the damaged goods and signed documents by the courier stating ‘Damaged Goods’ to speed up the process, as all this information is very useful.
Items that are collected in person from the art studio/depot should be checked before leaving the premises.
B. Damaged goods received by the artist after an agreed return:
We cannot be held liable should the art be received damaged after a return has been agreed upon. A refund or replacement would not be available in this instance.
A. Cancelling an order after the artwork has been dispatched:
Once having completed the purchase, if, for any reason (except it being damaged, this being notified with the courier at the moment of delivery, see ‘7.DAMAGED GOODS’) you should decide to cancel the transaction after placing your order and once the artwork has been dispatched, you will be responsible for all payment transaction fees, postage, packaging, insurance, customs (if applicable) and shipping costs for the initial shipment of the work, you will also be responsible for the costs of return shipping of the work, including packaging, insurance, shipping and customs costs (if applicable). Upon return of the work to the artist, in identical condition to that in which it was originally sent, reimbursement will be made for the amount you paid less the aforementioned shipping fees and this will only apply if it has not passed 15 days from the day of the receipt. It is advised to leave the artwork in the packaging it was sent in unless for some reason this is not possible, or the packaging is damaged.
B. Cancelling an order before the artwork has been dispatched:
In the case of cancelling an order for any reason up until the time the artwork has been dispatched, a full refund will be made, minus any payment gateway transaction fees already incurred. This does not apply to goods bought in person offline. Also please bear in mind that once the artwork has been dispatched it will apply various shipping costs on top of the transaction fees incurred, see ‘Cancelling an order after the artwork has been dispatched’.
C. Cancelling an order for artwork collected directly from any of our art studios in the UK or Spain:
There is always the possibility of collecting the sold artwork from our art studios/depot directly, in this case, shipping costs don’t apply. Please send me an email if this would be the case and we will accommodate.
