Customer FAQ

We work to ensure you have the best possible experience in your purchase journey. That’s why your artwork is created immediately following successful payment. If you change your mind after placing an order, get in touch with us at service@artvocate.co immediately and we will do our best to cancel it before the work is created and packaged.

Your satisfaction with the quality of our products is our utmost priority. In the cases that our products arrive not as described or damaged, please send us photographic proof to service@artvocate.co within 20 days of receiving the product. We will reissue the work, refund your order (minus shipping cost) or provide full refund in store credits. We cannot provide a refund for frames as they are bespoke-made for each individual order.

Our UK deliveries are arranged via Royal Mail. You will be able to track the delivery of your artwork at the Royal Mail website, by using the tracking number provided in your email. For international deliveries, we use Royal Mail Tracked and Signed and couriers DPD, UPS, FedEx and Parcelforce.

We aim to deliver all our prints within 10 (UK) and 15 (International) business days. However, this time might be impacted by other unforeseen circumstances such as COVID. We will actively communicate about these circumstances with you. Within the UK, we aim to deliver your rolled canvases and unframed prints within 7 business days, and your framed prints and stretched canvases within 10 business days after payment is made. Internationally, we aim to deliver your rolled canvases and unframed prints within 10 business days, and your framed prints and stretched canvases within 15 business days after payment is made. Our originals are shipped from the artists' home countries so it could take longer time depending on their home countries. Please refer to artwork details for the specific shipping information of each artwork.

We endeavour to package your artworks in the best possible way to ensure you receive them in perfect condition. For rolled canvases and unframed prints, we carefully package in a rigid envelope along with an envelope stiffener for all print sizes up to and including A3. Any larger size prints will be sent out in wide 100mm diameter tubes. Orders of one or two prints at A1 and A0 size will normally be rolled. For framed prints and stretched canvases, we package flat in a well-protected, sturdy cardboard box with plenty of support.

Both our framed prints and stretched canvases will arrive ready to hang.

We choose the organisations based on a combination of artists’ recommendations and our assessment on their target nature and efficiency. We have a preference for organisations which are either driving specific changes on these movements or directly helping those impacted by the social movements. Monthly sales and donation reconciliation reports will be provided to artists to ensure compliance.

Under the current Gift Aid rules, your donation made through the purchase on this platform is not eligible for Gift Aid. However, this means that we will be donating under our platform's name, which keeps your donation anonymous. In the event that you would like to be eligible for GiftAid, you donate the equivalent amount specified on the respective product page to the charity, send us a receipt to service@artvocate.co and we will provide a discount code equivalent to the donation amount.

Under the agreement with our artists, we will provide a monthly report outlining the commissions for artists and the donations made to the charitable organisations. In addition to that, we will provide them with the transaction proof corresponding to the donations for verification purposes. Due to personal data privacy concerns, we are unable to donate on behalf of individuals.