FAQ | Customer Service

How Can I Help You?

Please also read the Terms & Conditions and Privacy Policy with further information about purchasing an artwork from silvialerin.com

How long will it take to receive my order?

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 do bear in mind my lead times when placing an order.

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

How can I track my order?

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.

What is the process to return an item if I am not satisfied?

Cancelling an order after the artwork has been dispatched:

Once having completed the purchase, if for any reason (except it being damaged, this being notified with the courier at the moment of delivery*),  you should decide to cancel the transaction after placing your order and once the artwork has been dispatched, you will be responsible for all payment transaction fees, postage, packaging, insurance, customs (if applicable) and shipping costs for the initial shipment of the work, you will also be responsible for the costs of return shipping of the work, including packaging, insurance, shipping and customs costs (if applicable). Upon return of the work to the artist, in identical condition to that in which it was originally sent, reimbursement will be made for the amount you paid less the aforementioned fees. It is advised to leave the artwork in the packaging it was sent in unless for some reason this is not possible, or the packaging is damaged.

Cancelling an order before the artwork has been dispatched:

In the case of cancelling an order for any reason up until the time the artwork has been dispatched, a full refund will be made, minus any payment gateway transaction fees already incurred. This does not apply to goods bought in person offline. Also please bear in mind that once the artwork has been dispatched it will apply various shipping costs on top of the transaction fees incurred, see 'Cancelling an order after the artwork has been dispatched'.

Cancelling an order of an artwork collected directly from our art studio:

There is always the possibility of collecting the sold artwork from our art studio directly, in this case, shipping costs don’t apply. Please send me an email if this would be the case and we will accommodate.

15 working days to decide after 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*) or in case it has been ordered or bought in person offline. 

Please contact us in the first instance quoting your delivery number, contact details, shipping address, and the nature of your complaint. You can expect a response in 3 working days, please rest assured we will always endeavor to resolve the matter. (info@silvialerin.com)

If your art needs to be returned we will arrange for a collection – it is vital that the original packaging and paperwork are retained in order for our courier to collect and ship safely.

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.

*See below 'Damaged Goods' 

Damaged goods

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 full 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 (the artist) within 24hrs of delivery. If the delivery note/receipt has been signed in any other way you may waive all rights to claim any replacement for goods damaged in transit.

Inform the artist at info@silvialerin.com. Photos of the damaged goods and signed documents by the courier stating 'Damaged Goods' can be very useful to speed the process. 

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

Damaged goods received by 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.

Handmade Art

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 colours may vary slightly (specially with hand-pulled print editions). Please consider this when making your handmade purchase.

Certificate of Authenticity

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

Hanging instructions

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

Art Care

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.

More questions?

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