Damaged Artwork & Shipping Claims
Last updated: August 2026
Every artwork is packaged with care to help protect it during shipping.
If your original painting or fine art print arrives damaged, please contact me as soon as possible so I can assess the issue and help resolve it.
If possible, please report visible shipping damage within 48 hours of delivery.
Reporting damage promptly helps me submit a claim with the shipping carrier or production partner. However, the 48-hour request does not limit any consumer rights you may have under applicable law.
What to Do If Your Order Arrives Damaged
Please keep the artwork and all original packaging until the issue has been resolved.
When contacting me, please include your:
- name;
- order number; and
- a brief description of the damage.
Please also provide clear photographs showing:
- the damaged area;
- the entire artwork or print;
- the shipping label, with the text and barcode clearly visible;
- the internal packaging, including protective materials such as bubble wrap, corner protectors, or inserts;
- the outside of the shipping box or package; and
- any visible damage to the outer packaging.
Please send photographs in a clear, high-resolution format whenever possible.
You can send the information to:
Please Keep the Packaging
Do not discard the shipping box, protective materials, wrapping, or other packaging until I confirm that the claim has been resolved.
The shipping carrier, insurance provider, or production partner may require photographs of the packaging or, in some cases, may request that the packaging be retained for inspection.
Please note that an artwork can sometimes be damaged in transit even when there is no obvious visible damage to the outside of the package.
Original Paintings
Because original paintings are one-of-a-kind artworks, an identical replacement is usually not possible.
If an original painting arrives damaged, I will review the damage and work with you to determine the most appropriate solution.
Depending on the circumstances, this may include:
- professional repair or restoration where appropriate;
- a partial refund if you wish to keep the artwork;
- a return and refund; or
- another remedy required by applicable consumer law.
Please do not arrange a repair or restoration before contacting me, as this may affect a shipping or insurance claim.
Fine Art Prints
If a fine art print arrives damaged, please contact me with the photographs listed above.
Depending on the circumstances and availability, the appropriate solution may include:
- a replacement print;
- a refund;
- a return and replacement; or
- another remedy required by applicable law.
Please do not dispose of the damaged print or packaging until I confirm that it is no longer required for the claim.
Damaged Frames
If your print or artwork includes a frame and the frame arrives damaged, please photograph both:
- the damaged area of the frame; and
- the entire framed artwork.
Please also provide photographs of the packaging as described above.
Depending on the damage, I may arrange a replacement, refund, or another appropriate solution.
Incorrect Orders
If you receive the wrong artwork, print, size, or other product, please contact me as soon as possible.
Please include:
- your order number;
- a photograph of the item received; and
- a photograph of the shipping label where possible.
I will review the order and arrange an appropriate solution.
If the incorrect item needs to be returned, I will provide return instructions.
Defective or Materially Misdescribed Products
If you believe the product you received is defective or materially different from its description on the website, please contact me with photographs and details of the issue.
Normal characteristics of handmade original artwork — including visible brushstrokes, texture, layering, subtle surface variations, and minor differences in colour caused by lighting or screen display — are not considered defects.
This does not affect your rights if the item is genuinely defective, damaged, incorrect, or materially different from its description.
Shipping Claims
Where damage appears to have occurred during transit, I may submit a claim to the shipping carrier, insurer, fulfillment partner, or other service provider involved in delivering your order.
You agree to provide reasonable information and photographs needed to support the claim.
Please note that carrier investigations and claims may require additional documentation.
I will communicate with you regarding the resolution of your order rather than requiring you to resolve the carrier claim directly, except where your participation is reasonably required by the carrier.
Return Shipping for Damaged or Incorrect Orders
Please do not return a damaged, defective, or incorrect item without contacting me first.
If a return is required, I will provide instructions.
Where applicable law requires me to cover the cost of returning damaged, defective, incorrect, or non-conforming goods, the appropriate return shipping arrangements will be provided.
Refunds and Replacements
Any replacement or refund will be determined based on:
- the nature and extent of the damage;
- whether the item can reasonably be repaired;
- whether an identical replacement is available;
- the requirements of the shipping or insurance claim; and
- your rights under applicable consumer law.
Approved refunds will normally be issued to the original payment method.
For original artwork, replacement with an identical piece is generally not possible because each original painting is unique.
Colour, Texture & Handmade Characteristics
Original paintings are handmade objects.
Visible brushstrokes, paint texture, layering, canvas texture, small surface variations, and other characteristics resulting from the artistic process are part of the artwork and are not shipping damage or manufacturing defects.
I make reasonable efforts to photograph my artwork accurately, but colour and brightness may appear slightly different depending on your device, screen settings, lighting, and digital photography.
Your Consumer Rights
Nothing in this policy limits or excludes any rights or remedies that cannot legally be excluded under applicable consumer protection law.
If mandatory consumer law applicable to your purchase provides greater rights than this policy, those rights will apply.
Contact
To report shipping damage or another issue with your order, please contact:
Please include your name, order number, description of the issue, and photographs listed above.