Help / Deliveries and Returns
My artwork has arrived damaged in transit, what do I do?
In the unlikely event that your artwork arrives damaged through transit it is essential that the gallery is notified within 48 hours and that detailed images of both the packaging and the artwork are taken paying particular attention to any damage that has been incurred.
More Deliveries and Returns articles
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.
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.
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 to £10,000 as standard during national and international transit and fully trackable throughout the process.
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 toreuse or recycle the packaging. Our packing team saves all bubble wrap, foam and cardboard from gallery purchases which may then be re-appropriated to package your orders.
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.
Please allow ten days for refunds to be processed.
All framing is outsourced to our framing partners in North London. Should you wish to cancel an order then 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 you will not be able to amend/cancel the order.
All artworks are packed by a specialist team and sent using one of 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 of April 2019.
£95 + VAT for Artworks with a value of £10 000 - £20 000
£195+ VATfor Artworks with a value of £20 000 - £40 000
£295 +VATfor Artworks with a value of £40 000 - £60 000
£395+ VATfor Artworks with a value of £60 000 - £80 000
Artworks with a value of £80 000 + Please contact the gallery
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