FAQ's

All you need to do is register as a collector on our platform. Once you have created your profile, you will have access to:

• Explore our gallery of artists.
• Save your favorite artworks.
• Receive personalized recommendations.
• Buy directly with one click.
• Manage orders, returns, and contact support.

Original works

• Unique or limited edition (numbered and signed prints/photographs).
• Techniques: painting, sculpture, drawing, collage, ceramics, photography, engraving, mixed media.
• They include a certificate of authenticity signed by the artist.

Original works are created directly by emerging artists and are usually unique, except in the case of printed engravings or photographs, which may be a numbered series signed by the artist.

The original work can be created using different techniques and media: painting, sculpture, collage, drawing, engraving, ceramics, photography, and mixed media. These are exclusive pieces that come with a certificate of authenticity signed by the artist. 

Giclée Fine Art Prints

• High color fidelity and durability.
  

Media:

- Paper: 285–310 g/m², cotton or bamboo/cotton, acid-free, matte, semi-matte, or gloss finish.

- Canvas: 344 g/m² polycotton, resistant, UV coating, no cracks or deformations.

Sizes: small, medium, large, or extra large.

Framing:

• Premium wood framing (black, white, oak).
• Canvas stretched on a 3.2 cm renewable frame.
• Certified eco-friendly materials.

Fine Art prints are high-quality, durable prints using a premium quality printing technique called Giclée and are available on two media: paper or canvas. The original source is a work that was created in different media and, depending on its nature, will be printed on one medium or the other.

We create Giclée prints with perfect colors, using the most advanced technology. The papers are heavyweight and 100% cotton or 90% bamboo and 10% cotton. They are carbon-friendly, acid-free, high-quality papers with matte, semi-matte, or glossy finishes, depending on the original source, so that it is as faithful as possible, with thicknesses ranging from 285 g/m² to 310 g/m² and very high durability.

The canvas is a polycotton blend with a matte/satin finish. It is resistant to scratches, cracks, and deformation, with a high-quality weight of 344 g/m², water-resistant, and has excellent color reproduction with UV-coated inks.

Each fine art print is available in small, medium, large, and extra-large sizes, and you can choose between a simple fine art print or premium wood framing options in three different colors: black, white, or oak. Canvas prints are mounted on a premium wooden frame that is 1.2 inches thick and made from 100% renewable, kiln-dried wood with no knots and finger joints.

Each artwork is shipped directly from the artist's studio. And‑Art Works supervises the packaging and preparation.

We use DHL Express and FedEx carriers, and they are insured for the total price of the artwork, which is provided and assumed by the carrier.

Types of packaging:

• Reinforced cardboard for pieces up to 116 cm (45.6 inches) on the longest side.
• Wooden box for bulky artworks.
• Rigid tube for rolled pieces (paper/canvas).

Shipping includes insurance, but does not include unpacking or assembly.

The carrier is responsible for any loss or damage during transport.

All works of art are shipped directly from our artists' studios. Therefore, shipping is the responsibility of the artist. And-Art works supervises the shipping process, ensuring that the artist delivers the product on time and in the best possible packaging.

And-Art works does not package or ship the Product or provide any insurance. However, And-Art works, on your behalf and at your expense, contracts shipping services through specialized external carriers such as DHL Express and FedEx and contracts with them for shipping with insurance for damage in transit for the total value of the work. The carrier, acting as an agent, will ship the Product to the address you specify. And-Art works is not responsible for any damage or loss of the Product, which will be the responsibility of the external transport company.

Secure and certified payment methods:

• Credit cards (Visa, Mastercard), American Express, Apple Pay, Google Pay, Union Pay, Shop Pay, PayPal, and in Spain, Bizum.
• Bank transfers, upon request to support@and‑art.net.

We process payments in an SSL-encrypted environment for your security.

All payments are secure and made through the platform's online payment system, which in turn can use recognized digital wallets such as cards (Visa, Mastercard), American Express, Apple Pay, Google Pay, Union Pay, Shop Pay, PayPal, or Bizum (exclusive to Spain). Except for bank transfers made through the buyer's bank, it is necessary to first contact support@and-art.net for assistance with bank transfers.

Payments can also be financed through the international platform ©Klarna.

Prices on the platform do not include VAT or taxes. VAT is only applied to buyers within the EU at checkout.

International shipments may include customs duties and taxes that you must pay to the carrier upon delivery.

We apply legal transparency: everything is shown before you pay.

Automatic location and currency detection:

• EURO (EUR) for the EU and countries with local currencies (DK, SE, PL, etc.).
• USD, dollars for the US, Canada, and Mexico.
• Other currencies according to the exchange rate against the EUR.

If bank fees arise, they may be reflected in the payment.

When you log in to the platform, select your country of origin so that your currency is displayed and choose your language between English or Spanish. Payments can be made in US dollars (USD) in the US, Canada, and Mexico. All payments are made in euros (EUR) within the European Union, which uses the euro as its reference currency, and countries that have another currency, such as Denmark, Sweden, Poland, etc., can pay in their own currency using the exchange rate established with respect to the euro at the time of purchase. Prices may also be indicated in different local currencies and made in those currencies at the exchange rate established in relation to the Euro at the time of purchase through the And-Art works platform. If And-Art works incurs any bank charges as a result of your payment, we may recover them.

You have 14 days after receiving your artwork to request a return.

Return it within 14 days of the request, using its original packaging (shipping costs paid by the buyer).

Options:

• Store credit for the full amount.
• Refund to the original payment method, with a 20% processing fee.

For incorrectly shipped or damaged works, full refund with no fee.

If you would like help finding a replacement artwork, we would be happy to put you in touch with a free art advisor to help you find the perfect piece.

If the original artwork arrived damaged or the wrong artwork was shipped, you can return it for a full refund to your original payment method within 14 days of receiving it. 

All return shipments must be arranged through And-Art works and shipped in their original packaging (including all accompanying certificates received with the order). All refunds will be subject to the exchange rate at the time of processing and funds will be remitted in EUROS. To initiate a return request, please use the contact form. 

Note: Special orders, Fine Art prints, and frames are final sale. Returns will not be accepted for works that have been stretched, cropped, or altered in any way after purchase. No refunds will be issued after 14 days.

Final sale items

Special collections, photographs, limited edition and open edition artwork produced by artists, frames for fine art prints, and electronic gift cards are FINAL SALE and cannot be returned. Please complete the return request form if your order arrived damaged or in poor condition.

We want to make sure you find the piece you love! If you change your mind within 14 days:

Choose store credit or a refund with a 20% handling fee.

Our team and art advisors offer personalized assistance.

You will receive an order confirmation email.

Another email will notify you when the artwork leaves the artist's studio.

Depending on the type of product you have purchased (Original or Fine Art Print), you will receive a shipping notification email.

All shipments are scheduled with door-to-door delivery service unless otherwise indicated.

What is door-to-door delivery service?

• Pickup at the point of origin (artist's studio Originals or printing and framing workshop - Fine Art Prints)
• Transportation of the artwork(s) to your delivery address.
• Delivery to your front door/lobby.

NOTE: This service does not include unpacking, removal of packaging materials, or installation. 

• Check the shipping email to find the tracking number.
• Visit the carrier's website (DHL or FedEx).

You can also view the status from your account on our website.

For more detailed and up-to-date tracking information, we recommend that you track your package through the website of the specific shipping carrier, either DHL or FedEx.

To identify which carrier is handling your package, look for the email notification you received when the artwork was shipped, which had the subject line: “Your order item has been shipped.”

This email contains a link that allows you to access a web page with your order tracking details, including your courier company and tracking number. Copy the tracking number from this page and enter it on the courier company's website to get the most up-to-date tracking information.

To check the status of your order, log in to your And-Art works account. In the main menu, hover over your name and click on “Orders” to access your order page.

If you have any questions about the status of your order, please send an inquiry to our Customer Service team. Include your order number in the subject line.

• Original works: 11–14 business days (+ possible customs delays).
• Unframed Fine Art prints: 3–5 days for production + 7–10 days for shipping.
• Framed Fine Art prints: 5–7 days for production + 7–10 days for shipping.

Delays may occur due to weather, customs (up to 30 days), or unforeseen events. We recommend adding an additional 2–3 days.

See below for standard delivery times by type of artwork, as well as some common reasons for delivery delays.

Originals

Original artworks typically arrive within eleven (11) to fourteen (14) business days from the time of order, depending on the origin and destination of the artwork, as well as customs clearance time if the artwork is shipped internationally. From the time of shipment, the artwork usually arrives at the buyer's destination within seven (7) to ten (10) business days, barring delays due to customs clearance. 

Unframed prints

Unframed prints are produced and shipped from the US, UK, or Europe (Germany or Denmark) and Australia, depending on the location requested by the buyer, within three (3) to five (5) business days after the order is placed. Your print will arrive within seven (7) to ten (10) business days from shipment. This minimizes, simplifies, and speeds up customs clearance, duty payments, and delivery times. 

Framed prints

Framed prints are produced and shipped from the US, UK, or Europe (Germany or Denmark) and Australia, depending on the location requested by the buyer, within five (5) to seven (7) business days after the order is placed. This minimizes, simplifies, and expedites customs clearance, duty payments, and delivery times. 

Common reasons for delivery delays

If you live in an area affected by adverse weather conditions, natural disasters, or other major unforeseen events, your package may be delayed. Please add an additional 2 to 3 business days to the estimated delivery date of your order.

In some countries, the customs clearance process for original artwork can take up to 30 days. For more information, please refer to your government's international shipping policies.

While we strive to provide a smooth export and import experience, in some cases, additional information or actions may be required to complete delivery, as you are the designated importer for the shipment. Depending on the origin and destination of your artwork, in some cases, customs or the courier service may need to contact you directly as the physical or legal recipient of the shipment. 

And-Art works has partnerships with the following shipping providers:

• DHL Express
• FedEx
• Specialized courier service for bulky or fragile items.

How will my artwork be shipped?

For more information on how your artwork will be shipped, visit the individual page for the artwork you are interested in. Each item is shipped individually directly from the artist, so shipping will vary depending on how they plan it. Look for these 3 categories: 

1. Shipped in a reinforced cardboard box

The original artwork is shipped flat in a sturdy, well-protected cardboard box. We work with our artists at every stage of the process to ensure that the artwork is shipped in accordance with our high quality standards. Your artwork will arrive in protective packaging to make its journey from the artist's studio to your home as safe as possible.

2. Shipped in a wooden box (crate)

The original artwork will be shipped in a wooden box. Large artworks are shipped in a very sturdy box designed for shipping artworks worldwide. The box will contain packaging materials that meet our strict standards to keep it securely in place during transport and will be hermetically sealed with materials approved for export.

3. Shipped in a tube

This item will arrive rolled up in a dent-resistant tube. This method is especially safe for large works and also offers lower shipping costs. Rolled works can be easily stretched (in the case of works on canvas, i.e., placed on wooden frames) or framed by a local framer upon arrival.

• Original works: you can cancel before shipment or return it within 14 days.
• Fine Art prints: these are produced on demand and cannot be canceled once production has begun. If you contact us early, we will try to stop it.

Cancellation of orders for Original Works

All collectors have the right to cancel their order for an original work of art at any time before shipment and may return it if they are not satisfied with the work, provided that And-Art works is notified within the 14-day return policy.

In view of our 14-day return policy, we recommend that you wait for the shipment to arrive so that you can see the work in person before making a final decision on whether to keep it or not. However, if you are absolutely certain that you do not want the artwork after all, please contact our Support Team immediately and provide your order details.

Please note that all return shipments must be arranged through And-Art works and sent in their original packaging (including all accompanying certificates received with the order).

Canceling Open Edition Fine Art Print Orders

If you have ordered an open edition Fine Art print, please note that your order is sent to production immediately after successful payment processing. If you wish to cancel an open edition print order, we may not be able to stop the order if production has already begun. We also cannot make changes to a print order once production has begun.

If you wish to cancel shortly after purchase or if you placed the order by mistake, please submit a request via our contact form and we will confirm whether we can process the cancellation.

IMPORTANT: All refunds will be subject to the exchange rate in effect at the time of processing, and funds will be remitted in euros. And-Art works is not responsible for currency conversion differences that may result in a payment reversal.

If you have any other questions about canceling an order, please contact our Support Team. 

Final sale items (Special Collections, limited editions, open edition Fine Art prints, print frames, and e-gift cards) are final sale and cannot be returned. Please complete the return request form if your order arrived damaged or in poor condition.

• Do not handle the artwork and keep the original packaging.
• Send photos and a detailed description to customer support.
• We will offer you a refund, repair, or replacement as appropriate.

All customers have the right to return a piece of art in accordance with our Return Policy.

We work closely with our artists to ensure that their packaging methods are professional, with the utmost care and consideration. If your purchase arrives damaged, please contact our Support Team so that we can assist you immediately. When sending your query to your sales advisor, please provide as many details as possible about the situation; describe how you received the package, the packaging used by the artist, and the damage itself in detail. Photos are very helpful for our support investigations. Once you receive your artwork, please keep the original packaging. Returns must be handled through And-Art Works and shipped in their original packaging (including all certificates accompanying the order), unless otherwise instructed. Please do not tamper with the damaged artwork, as there may be a restoration solution we can advise you on.

• Final sale, no refunds.
• To apply the card: enter the code in the “Gift Card” field during checkout.
• You can combine it with promotional codes.

How do I purchase a gift card?

Select the amount you wish to purchase. Enter the recipient's name and email address and a short message you would like to send them. Enter your credit card and billing information. Click “Purchase Gift Card” to receive a purchase receipt by email.

Credit cards are the only payment method accepted for gift cards at this time.

How do I apply store credit to a purchase?

You can apply Store Credit to your cart through the Gift Card field. Once you add an item, click “Apply Promo Code/Gift Card” to expand the fields and enter your Gift Card code.

Can I use a promotional discount with a gift card?

Yes, there will be a field to enter your gift card code and another for your promotional discount code at checkout. Both will be applied to your order. If the promotional discount code does not apply, it may not be applicable to the items you are purchasing.

Can I cancel or return a gift card?

No, once purchased, a Gift Card cannot be canceled or refunded. If the recipient returns or cancels an artwork purchased with a gift card, the refund will be made via an Electronic Gift Card.

Will my gift card expire?

No, your gift card will not expire.

How does the commissioning process work?

You can request an original work of art created exclusively for you by an artist who agrees to work on a commissioned piece.

Request your commission by completing the artist commissioning form or contacting your advisor.

• 50% non-refundable deposit (includes shipping; taxes on final invoice).
• Sketch and approval: we will send you proposals from the artist if required.
• Execution: the artist creates the work and can share visual progress.
• Final payment (50%) + taxes/duties → We coordinate shipping.

Conditions

• No promotional discounts: custom commissions do not qualify for offers due to their complexity.
• Final sale: no returns accepted.
• If there are defects attributable to the artist, we offer a solution mediated by the artist or the team.
• Timeframe: 3-8 weeks, depending on complexity and availability.
• Estimated price: from $500, with variations depending on artist, size, degree of complexity, and technique.

How does the process of commissioning a piece work?

Once we have agreed on the parameters of the new piece, we will charge a non-refundable deposit of 50% of the price of the piece before the artist begins working on it. This deposit includes shipping costs, but please note that applicable taxes will be calculated and added to the final invoice. If applicable, we will request sketches for your approval before the artist begins the new work. We work closely with the artist throughout the process and request that they provide us with photos of the creation process to ensure that the work meets your expectations. Once the artist has completed the work and you are satisfied with the final image, the remaining 50% will be charged, plus applicable taxes and duties. We will then process the sale and ship the artwork to you.

Can I use a promotional discount on a commission?

Unfortunately, promotional discounts do not apply to commissioned artwork. Commissions are typically more labor-intensive and time-consuming for the artist. Therefore, we are unable to apply discounts to these custom pieces.

• For paper prints: take to your local framer for stretching and UV protection.
• For canvases and originals: avoid direct light, high humidity, and bare hands.
• Clean surfaces with a soft dry cloth and avoid harsh substances.

• If you need help choosing a work, commission, or installation, you can request free art advice.
• We also offer recommendations based on your style, space, budget, and market trends.