What happens if my item is damaged?
In the unlikely event that your artwork arrives damaged, please contact the gallery via phone call or email within 48 hours of receipt of the damaged goods. We must hear from you within this time to be eligible for a replacement or refund.
Please ensure that all packaging materials are retained and take photographs of the damage provided where possible.
More Buying Art articles
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.
The government has introduced new anti-money laundering measures which will affect all art dealers, galleries and their clients as of 10th January 2020. This is an EU-wide legislation to which the UK will abide irrespective of Brexit.
Similar legislation is also expected to be introduced in the US in the near future. We will have to take, and be seen to take, all reasonable steps to mitigate the risks of money laundering occurring in the course of our business, including the risks of being paid with illegally obtained funds.
As part of these obligations and before the completion of any sale, Hang-Up Pictures Ltd will be legally obliged to carry out identification and screening checks on all clients buying from our gallery. These checks are broadly similar to those carried out by banks when you open up a bank account and have already been put in place by the major international auction houses.
For individuals, we will require a copy of a valid photo identity document such as a passport, driving license or national ID card which confirms their full name, date of birth, nationality and permanent residential address.
For companies, we will require company details including evidence of incorporation, directors and the ultimate beneficial owners. In a situation where an agent/advisor is acting on behalf of a buyer, we will be required to identify the ultimate buyer in addition to the agent.
Payments received by the gallery will have to be received from a bank account held in the name of the person or entity named on the invoice. In the event that you wish for a third party to pay for a purchase on your behalf, you will have to seek our prior authorisation to do this and if the information you provide to us doesn’t meet these new legal requirements, unfortunately, we will have to reserve the right to refuse third party payments.
We ask you to bear with us whilst we carry out these mandatory checks before the completion of a sale of a work of art. Please understand that we are obliged to do this for all our clients, even those with whom we have dealt in the past, but rest assured that we will do our best to make the process as quick and efficient as we possibly can.
Gallery staff are requested by law to check all sales over €10,000 and will require identification, proof of address and confirmation of the source of funds to proceed with the sale.
The gallery subscribes and adheres to the latest Anti Money Laundering (AML) regulations to monitor customers' transactions and report suspicious financial activity. We are committed to deterring criminals from purchasing art using laundered funds.
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 email@example.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.
Whilst most of the work online is stored at the gallery and our off-site storage unit, not all works are kept on-site. We can, however, order artwork into the gallery for viewings from our artists and collectors. Please contact the gallery at firstname.lastname@example.org regarding the work of interest and we will be able to assist you with further information.
In accordance with HMRC regulations, the gallery cannot and will not accept cash payments of €10,000 or more for items purchased at the gallery. This includes several cash payments for a single transaction totalling €10,000 or more, as well as a series of payments and payments on account.
It is our gallery policy that we are unable to hold works without a deposit.
A 20% deposit will secure the work and full payment is expected within in 7 days. If you are unable to pay within this time frame and you do not notify the gallery of your circumstances, the deposit will be non-refundable and held as credit for future purchases.
American Express cards can be used to pay for artwork at the gallery. There is no charge for doing so on any amount under £10,000.
To cover the processing fees that American Express charge the gallery a 3% surcharge will be added to the invoice total for all AMEX transactions exceeding £10,000.
PayPal can be used to pay for artwork at the gallery. There is no charge for doing so on any amount under £10,000.
For all PayPal transactions exceeding £10,000, a 3% surcharge will be added to the invoice total to cover the processing fees that PayPal charge the gallery.
We are often able to source works of the artists we sell specifically for clients so if there is a particular piece you are looking for, do get in touch with the gallery and we'll do our best to assist.
Yes, we do. When an online transaction is complete, you will be shown a receipt on screen with your order reference number. An invoice (showing full payment) will be emailed to you with details of your purchase including shipping and total amounts; this also applies to purchases made at the gallery and/or over the phone.
The gallery invoice acts as your proof of purchase and confirmation that the work is genuine.
Payment for artworks and services must be made within 7 days, unless otherwise agreed upon in writing with the gallery. If payment is not received within the stipulated period of 7 days, or within any mutually agreed-upon extended time frame negotiated with the gallery, the gallery reserves the right to cancel the sale.
In the event that payment is not completed within the aforementioned 7-day period or the agreed-upon extended time frame, any partial payment made by the buyer will not be refunded. Instead, it will be retained as a credit that can be applied toward a future purchase.