FAQ

 

Do you do commission works?

Yes, these can take from 3 to 8 weeks from time of agreeing and placing order to completion. Please refer to my commissions section on the website for more information.


Do I need to set up an account in order to make a purchase?

Yes you will have to set up an account with an email address and password in order to purchase an artwork. This will be requested during the checkout process.


How can I buy an artwork?

Unless indicated as “sold”, all items are for sale and available to purchase directly through the website. Once you place an order, you will receive an email acknowledging that order.

We will then confirm acceptance by sending you a dispatch confirmation email that confirms that the artwork has been shipped. If we are unable to supply you with the artwork, we will notify you and refund promptly the full amount including any delivery costs charged.


Can I see the artwork in a real environment?

I am soon implementing a “view in a room” option where you will be able to see what the artwork of your choice looks like in the wall that you are considering. In some cases, depending on the artist and customer’s location, I might be able to accommodate a viewing. Do not hesitate to contact me on contact@samuelsotiega.com for more information.


What payments methods are accepted?

I only accept payment via the secure e-commerce platform, which accepts Visa, Mastercard, and all major cards. This is to protect both parties, you and I, and to ensure that all transactions are crystal clear and easily accountable.


In which currency can I make payments?

You may view the entire website in British Pounds, US Dollars, Euros, Chinese Yuan, Japanese Yen and Russian Rubles by clicking the currency drop-down menu located next to the price and select your currency. Conversions are based on exchange rates and are updated daily, prices disclosed may therefore fluctuate as a result.

Please note however that all prices are fixed in British Pounds and that all purchases are processed in British Pounds only.


What is the return and refund policy?

Cancellation of orders are permitted within 7 days of delivery. Please review the Return and Refund Policy section here for more information on this matter.


Can I view the artwork in person prior to purchase?

I am unable to arrange viewings before purchasing as geographically it might be impossible or unrealistic. However, in some cases, depending on the customer’s location I might be able to accommodate a viewing. Do not hesitate to contact me on contact@samuelsotiega.com for more information.


How are shipping charges calculated?

Shipping prices depend on size & weight and are charged at checkout. Based on the destination, some orders may be subject to customs and/or import fees. Customs fees are calculated based on import, brokerage, duties, and taxes, and are not included in the delivery fee quoted at checkout. They will be assessed once the artwork enters the destination country and must be paid by the order recipient. Please contact your local customs office for more information.

Please note that any customs or import charges incurred by the customer are non-refundable.


What shipping carriers do you use?

I use professional carriers such as DHL, FedEx, UPS as well as fine art handling companies. The carrier selected will depend on the artwork’s size, weight, the shipping destination and any special packaging/handling requirements.


What shipping carriers do you use?

I use professional carriers such as DHL, FedEx, UPS as well as fine art handling companies. The carrier selected will depend on the artwork’s size, weight, the shipping destination and any special packaging/handling requirements.


When will my order be shipped and delivered?

Processing and shipping times may vary according to the purchased artwork and the shipping destination. Most orders are processed and shipped within a week. However, some orders may be processed faster, while others might take more time, particularly if they require special packaging or handling.

When your order is shipped, you will receive a shipment confirmation email with a tracking number. You can check the status of your package and the estimated delivery date online by using the tracking number.


Do I need to sign for my package upon delivery?

Yes, all packages must be accepted and signed for upon delivery. Due to the valuable nature of artworks, packages should not be left unattended, and we strongly advise you to check that the packaging of the artwork is in good condition, even take photos on the spot next to the delivery driver, before approving a delivery. It will assist on any complaint, return or refunds. Bear in mind once the parcel has been signed for and delivered, it is your property and as such, your responsability to ensure it is stored safe.


Which countries does you ship to ?

I currently deliver to the following countries:

Argentina, Australia, Austria, Belgium, Bulgaria, Canada, China, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, Tunisia, United Arab Emirates, United Kingdom, USA.

However if your country is not listed here, please email us at contact@samuelsotiega.com and we may be able to assist you.


What is a secure shipping address?

No one wants to see your piece left out in the cold or rain, or stolen before you even get to love it! So please be sure to provide a delivery address where you are certain someone will be able to receive, sign for, & look after your rental artwork when it arrives. This may be your office, home, with a trusted friend, neighbour, or receptionist.


My order has not arrived

I try to ship all artwork within 7-10 days of order. However, sometimes with bespoke frame orders, the framing process can add an extra 2 weeks onto the order time. The same applies to oversized orders. Once shipment has been arranged you will be emailed a tracking number and the details of the courier so you can check the whereabouts of the parcel prior to arrival.

Accidents can happen which are out of my control. The parcel might be randomly seleceted for additional checks by your country’s customs department. If this happens it usually delays the delivery by a few days but you should be personally informed by the courier company of this. If you have any questions about your order or need an order urgently, reply to the email you have received with your order confirmation and we’ll do our best to help!