FAQ | Customer Service | HOW CAN I HELP YOU?


Normal orders will take max. 3 weeks (depending on the location).
Bespoke orders operate to a 4-5 week lead time in normal circumstances* and it depends on the commission size. I will try to accommodate special requests where possible, but please bear in mind my lead times when placing an order.

Please read ‘4. DELIVERY & LEAD TIMES’ from the T&C for further info.

* I sometimes find myself in different countries because of doing artists’ residencies, exhibitions, etc… I will inform you via email about the lead times if this would be the case.

Upon placing an order and making payment you will receive a confirmation email. When your order has been shipped you will be sent tracking details. I will monitor the whole delivery process so you can finally receive my art and enjoy it.

15 working days to decide after the arrival of the artwork:

A customer who has purchased artwork from silvialerin.com has 15 working days from the date of receipt to decide if they are happy with the artwork. This does not apply to goods that have been damaged (in which case it has to be notified with the courier at the moment of delivery, see ‘7.DAMAGED GOODS’ of our T&C) or in case it has been ordered or bought in person offline. 

If for any reason you decide not to keep the artwork in those 15 days return shipment window, you can return the artwork for a refund. This does not include the cost of shipping it to you and the rest of incurred costs (transaction fees, insurance, taxes and custom fees if applicable). You are also responsible for the cost and the safe return of the artwork, which must be received by us in the same condition that it was at the time of despatch from us unless it has been reported as damaged (see our ‘7.DAMAGED GOODS’ in our T&C). 

Note: Return shipping costs are not subsidised and may be higher than the original shipping cost.

To ensure proper insurance coverage, all return shipments must go through silvialerin.com, contact us (info@silvialerin.com) quoting your delivery number, contact details, shipping address, and the nature of your complaint. You can expect a response in 3 to 4 working days.

If you’ve initiated a return within the time frame provided in our return policy, and you’ve communicated to silvialerin.com your intent to return, you’ll receive a quote for the cost of a fully insured return for your approval. 

If your art return is approved we will arrange a return label for you to print and ship back the artwork at your local shipping store or alternatively we will send a courier for its collection (the carrier will contact you to arrange a pickup) – it is vital that the original packaging and paperwork are retained in good conditions in order for our courier to collect and ship safely. 

Return Period:

Approved returns must be shipped within 14 days of receiving the return label for standard return shipments, or the return will be considered void. Once the return is considered void, the return shipping label will be removed from your order page. 

In case that your art will need to be professionally crated and shipped via freight or white glove methods, the return shipping quote must be accepted no later than 14 days from the quote provided or the return will be considered void.

In case of refund payment will be done in buyer’s original payment method.

After 15 days have passed from the day you receive the artwork, the 15-day grace period ends and the artwork cannot be refunded.

Damaged goods received by the artist after an agreed return:

We cannot be held liable should the art be received damaged after a return has been agreed upon. A refund or replacement would not be available in this instance.

7. A.  Damaged goods received by the customer:

Artwork is posted with insurance, any goods which are received by the customer that are found to be damaged can be returned to the artist for a refund. It is essential that you inform the artist within 24 hours of receipt of your artwork, in the case of a claim for damage. It is the customer’s responsibility to check there is no discernible damage to the package before signing for the package, if your package is damaged on the receipt you must mark the delivery note/receipt ‘Damaged’ and report the problem to us within 24hrs of delivery. If the delivery note/receipt has been signed in any other way you may waive all rights to claim for any replacement for goods damaged in transit and you will loose your rights for a refund.

Once an item is reported damaged on delivery it cannot be treated as a standard return, because we need to determine how the damage has occurred. For all shipments where it is a damage, we will need to collate the relevant images and documentation because this is a requirement to submit a claim to the carrier, therefore send to info@silvialerin.com photos of the damaged goods and signed documents by the courier stating ‘Damaged Goods’ to speed up the process, as all this information is very useful.

Items that are collected in person from the art studio/depot should be checked before leaving the premises.

7. B.  Damaged goods received by the artist after an agreed return:

We cannot be held liable should the art be received damaged after a return has been agreed upon. A refund or replacement would not be available in this instance.

All of Silvia Lerin’s/silvialerin.com work is a handmade, amazing piece of art as per the image you see on this website.

Minor embellishments and enhancements in the materials used may occur, and colors may vary slightly (specially with hand-pulled print editions). Please consider this when making your handmade purchase.

Each of my artworks comes complete with a Certificate of Authenticity, please keep this safe as it guarantees your purchase is genuine.

Full hanging instructions will be provided. Please follow these closely to ensure your art is displayed securely.

If you wish to receive some tips for your artwork care, please send me an email to info@silvialerin.com and I will explain you how to maintain your purchased art so that you can enjoy for years and years.

If you have any queries about purchasing an original or a print, its process or are unsure how the Terms and Conditions may apply to your order, please don’t hesitate to contact me via info@silvialerin.com

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