My artwork has arrived damaged in transit, what do I do?

More Deliveries and Returns articles

• How long will it take to receive my order?

  We strive to get orders checked and packed for dispatch as quickly as possible, most are dispatched within 7 to 10 working days from purchase. Please allow 14 working days (UK) and up to 21 days (worldwide) to receive your artwork.

  Link to this Article >

• When will my artwork be shipped?

  We strive to get orders checked and packed for dispatch as quickly as possible, most are dispatched within 7 to 10 working days from purchase. Please allow 14 working days (UK) and up to 21 days (worldwide) to receive your artwork. Please contact the gallery for details.

  Link to this Article >

• How are your artworks packed and shipped?

  Artworks purchased from Hang-Up are packed in-house by our expert logistics team. Our team will flat-pack, crate or use our bespoke tubes to pack your artwork so that it can travel safely to its destination. Artworks are always handled with the utmost care by trained team members using specialist gloves to move the artworks and appropriate conservation materials when packing.

  Artworks are then shipped with one of our secure specialist art courier partners. Your artworks are insured up to £50,000 as standard during national and international transit and are fully trackable throughout the process.

  Link to this Article >

• Do we recycle our packaging?

  Sending out artworks safely and securely requires considerable packaging. We have a specialist team in place to do this, but as yet we have found no way around the excess packaging required to do the job properly. We are of course very aware of the environmental impact and encourage all our clients to reuse or recycle the packaging. Our packing team saves all bubble wrap, foam and cardboard from gallery purchases, which may be re-appropriated to package your orders.

  Link to this Article >

• What are your return and cancellation policies?

  Should you wish to cancel your order before it has been dispatched, please contact the gallery as soon as possible as orders are processed almost immediately. Orders cannot be cancelled after 7 days.

  Where goods have been dispatched, it is the buyer’s responsibility to inspect goods verifying quantity specifications and details. Upon receipt of the goods, the purchaser must raise any queries or complaints about the goods within 7 days otherwise; we will deem the purchase and delivery accepted by you.

  Any returned goods which are not defective or faulty must be returned at your own cost.

  For more information, please refer to our T&Cs.

  Link to this Article >

• I have returned an item/artwork. When will my refund be processed?

  Please allow 10 days for refunds to be processed.

  Link to this Article >

• I've changed my mind about framing, can I cancel?

  All framing is outsourced to our framing partners in North London. Should you wish to cancel an order - assuming work has not already started - you will be liable only for the transportation costs to the framing company.

  If the work is in progress then you will not be able to amend or cancel the order.

  Link to this Article >

• How is my artwork insured?

  
All artworks are packed by a specialist team and sent using one of our secure specialist courier partners. Standard shipping options cover loss and damage to artworks to a maximum of £10,000.

  Additional shipping insurance is available to purchase at the costs below, current as of April 2019. 


  £95 + VAT for Artworks with a value of £10,000 - £20,000

  £195+ VAT for Artworks with a value of £20,000 - £40,000

  £295 +VAT for Artworks with a value of £40,000 - £60,000

  £395+ VAT for Artworks with a value of £60,000 - £80,000

  For artworks with a value of more than £80,000, please contact the gallery directly at info@hanguppictures.com.

  Unless additional insurance is taken with us, our liability for claims of loss or damage is limited to either the value of the goods or repair/restoration to a maximum of £10,000.

  Additional insurance is underwritten by XL Catlin Insurance Company UK Ltd.

  Link to this Article >