Refund policy

Art Emerge Marketplace – Shipping & Returns Policy (2025)
(Effective for all orders where the artist or gallery ships directly to the collector)

1. Order Processing & Dispatch

  • Sellers must hand the package to a carrier within 5 business days of purchase (up to 7 business days for oversized pieces or framing requests).

  • A trackable, insured service is required. The tracking number must be uploaded to Art Emerge within 24 hours of shipment.

  • All artwork must be packed according to Art Emerge packaging guidelines (rigid box or crate, corner protection, no loose void fill).

  • If extra preparation time is needed (e.g., custom framing), the seller must state this on the listing.

2. Shipping Costs & Taxes

  • Shipping rate estimates are calculated and shown at checkout.

  • Buyers are responsible for any import duties, VAT, or brokerage fees charged by their country. 

  • Sellers shipping internationally must accurately declare the artwork and its full value on customs forms.

3. Delivery Estimates

  • Domestic (same country): usually 3–7 business days after dispatch.

  • International: usually 7–21 business days after dispatch.
    Estimates exclude customs clearance or carrier delays; sellers must notify buyers of any unexpected hold-ups.

4. Returns & Cancellations

  • Buyers have 7 days from confirmed delivery to request a return.

  • Returned artwork must be in its original condition and packaging.

  • Commissioned or custom pieces are final-sale unless damaged or not as described (this must be stated clearly on the listing).

  • Unless the item arrived damaged or incorrect, buyers pay return shipping. For damaged/incorrect items, the seller provides a prepaid label.

  • Refunds are issued to the original payment method within 5 business days of the seller receiving and inspecting the return. Bank processing times may vary.

  • Sellers may offer a more generous return window or prepaid returns, but may not impose stricter terms than those above.

5. Damaged, Defective, or Incorrect Items

  • Buyers must email the seller and cc support@artemerge.org within 48 hours of delivery, including photos of the damage or issue.

  • Within 5 business days the seller must offer one of the following:

    1. Repair or replacement (where possible)

    2. Full refund plus return shipping label

    3. Assistance filing an insurance claim if the damage occurred in transit

  • If buyer and seller cannot reach agreement, Art Emerge will mediate and issue a final resolution.

6. Dispute Resolution

If any shipping or return issue is not resolved within 5 business days, Art Emerge will review carrier tracking, photos, and correspondence and make a final decision binding on both parties.

7. Seller Compliance

  • Failure to meet dispatch windows, upload tracking, or honor this policy may result in fee withholding, listing suspension, or account removal.

  • Sellers must include accurate processing times, shipping details, and any non-returnable conditions in every listing.

8. Buyer Responsibilities

  • Provide an accurate, secure delivery address.

  • Track shipments and complete any required customs procedures.

  • Inspect the artwork promptly and keep all original packaging until satisfied.

Need help?
Email support@artemerge.org with your order number and we’ll be happy to assist.