Shipping FAQ
When you mark orders as shipped and provide relevant tracking information (tracking number, courier and ETA), your customer will receive an automated email to advise them of the shipment and ETA of the order so that they know when to expect it. Please refer to this article on marking orders as shipped for more information.
Why can't I mark my order as shipped?
Artists are unable to mark orders as shipped retrospectively as the system will only allow an order to be marked as shipped on the shipping date. For example, if the artwork is shipped on the 15th Jan then the system won't allow you to select the shipping date of the 15th Jan if this is actioned on the 16th Jan.
This is why it is important to mark orders as shipped as soon as they have been successfully shipped. This way you also avoid the risk of cancellations of shipped orders as customers are able to action a cancellation until the order has been marked as shipped.
However, it is also important not to mark orders as shipped until they have actually been dropped off at the post office/picked up by the courier. There may be cases where an order is marked as shipped but the shipment doesn't go ahead as planned and you are then unable to update the shipment date on the system.
What happens if I submit the order details incorrectly when marking my order as shipped?
In the event that the shipment details are incorrect when marked as shipped, you will be unable to make any amendments. We would advise you to get in touch with our Artfinder Support Team (seller@artfinder.com) in order for them to assist you with making the correct amendments to the shipment. We would also advise reaching out to the customer via the messaging system to update them of these amendments, should they affect the ETA or tracking of the order.
What if I am hand delivering my order?
If you are hand delivering your order, you will still need to mark the order as shipped and advise of the date you will be delivering the artwork. You will need to select 'Shipped without tracking' and input 'hand delivered'.
As there is no evidence on the system of hand deliveries we will require confirmation from the customer that this has been received. Therefore, once delivered please kindly ask the customer to email us at (customers@artfinder.com) or to drop you a message via the messaging system on our site just confirming that they received the artwork and they are happy with it.
What if I am sending the artwork to the framer and then the customer?
When sending an order to a framer who will then ship to the customer, you will need to have the ETA as the day the artwork will be delivered to the customer (not when it reaches the framer). As mentioned above with hand delivered artwork, if there is no tracking available from the framer to the customer, then we will need delivery confirmation from the customer. This is because the 14 day returns policy starts from when the customer receives the artwork.
What if I ship my order without tracking?
You will still need to mark the order as shipped on the order page to advise the customer of the date you have shipped the artwork. You will need to select the ' Shipped without tracking' option when marking the order as shipped.
As there is no evidence on the system of delivery without tracking details, we will require a confirmation from the customer that this has been received in order to release payments to artists. We invite you to reach out to your customers after the ETA via the messaging system on our site to confirm that they received the artwork and they are happy with it.
Can I mark my shipments as a gift when shipping?
Selling on Artfinder is a commercial venture, and therefore you should not be sending any packages as a gift - these should be shipped appropriately as commercial goods. For international shipments, you will need to include a commercial invoice with the appropriate harmonised code/tariff. Failure to ship correctly can lead to extra charges for customers, issues in transit, and parcels being destroyed or returned to sender.