I think the customer's order has been lost - what happens next?

If the customer is experiencing a significant delay with their order, they may wish to get a refund.

What is our policy?

We have a policy in place for situations such as this. Should the customer’s artwork not have arrived within 30 days of the estimated time of arrival stated on the shipment confirmation email, they are able to request a refund.

However, if the customer does not wish to wait, and it has been over 30 days since the ETA on the order, we will need to refund them. Should the artwork then arrive after they have been refunded, the customer will be able to place a new order to pay for the artwork, or we can arrange a return of the artwork to you.

What can you do if your artwork seems to be lost?

If the artwork never arrives and is completely lost in transit, you may be able to raise a claim with the courier you have used. As Artfinder is neither the sender nor the recipient, we are unable to do this on your behalf, however, we will always provide any transactional information you may need and advise where we can.

If your shipment has been lost in transit, and part of the Managed Shipping program, shipping Protection is included and designed specifically for transporting unique and high-value artworks with Arta. It’s available across all supported service types and protects your item from the moment Arta collects it until final delivery, including any on-site handling. This “all risks” coverage includes restoration and repair, not just total loss, helping to safeguard one-of-a-kind pieces.

All shipments are insured, and any compensation claims can be submitted directly to Artfinder through the ARTA portal, or via email support@artfinder.com where we will thoroughly review the claim and take action accordingly. 

For insurance purposes on both shipping programs, you must keep accurate order records and take clear photos of both the artwork and its packaging, as these may be required if a claim is made. Unfortunately, if these can not be provided during the claim process, it is likely that this shipment will not be eligible for compensation.

Important things to do on Self-Ship:

• Ship your artwork with tracking wherever possible.
• If the order hasn’t been delivered by the ETA, contact the customer to advise of the delay. Please also contact us to inform us of the delay, as we may also be able to offer the customer additional reassurance.
• If there are no updates on the tracking, contact the courier for further information. You may need to start an official investigation and inform the customer of the deadline for resolution. 

As always, it is important to keep your customer updated on their order and informed of any delays. 

Should you have any queries or concerns, please send us an email at sellers@artfinder.com and we will be happy to help.