FAQ

• Q: How do I become an artworks-online.com member?

  A. You automatically become a member by opening an account on our website (‘new customer’ subscription). There is no requirement to purchase an artwork to become a member. We welcome all art lovers to join.

• Q: What is the cost of Asian Contemporary Art Gallery membership?

  A. Membership is free.

• Q: What are the benefits of artworks-online.com membership?

  A. From time to time members will be offered discounts and other special offers.
  Members will receive points each time they make a purchase, and the points can be used for future discounts.
  Members will be on our newsletter distribution list, so will receive notifications about upcoming exhibitions and other news about artists and artworks, unless you opt out of receiving the newsletter.
  Members will vote for the popular winner of the Asian Contemporary Art Gallery portrait competition.

• Q: What information do I need to provide to become an artworks-online.com member?

  A. You only need to provide your full name, email address and delivery address for purchases. You may also choose to provide information about your interests.

• Q: I want to become an artworks-online.com member, but I don’t want to receive the newsletter. Can I opt out of the newsletter?

  A. Yes, you can become a member and opt out of receiving the newsletter. However, this means you will not receive notification of offers of discounts and other special offers, but you will still be eligible for the discounts and special offers.

• Q: I forgot my password. How can I log in?

  A. Please click on the ‘forgot your password?’ button on the login page. You will be directed to a page where you will need to enter your email address and press the ‘Reset my password’ button. An email will be sent to you with a password reset link. Click the link in the email to be directed to a page where you can enter and set a new password. Then proceed to log in on the Customer Login page.

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• Q: How do I purchase a gift card?

  A. You can purchase a gift card if you are an Asian Contemporary Art Gallery member by logging into your account and selecting the gift card option.

• Q: What gift card values are available?

  A. You can choose any gift card value. You nominate the gift card value at the time of buying and paying for the gift card.

• Q: How will I receive the gift card?

  A. The gift card is electronic. After purchasing the card it will be sent to you by email, or to another email address that you specify so that we can send it directly to another person. You may print a hard copy of your gift card for gifting to another person.

• Q: How is the gift card used for making purchases?

  A. The gift card has a gift card number, which can be entered when making a purchase on our website. You may choose to use a portion of the gift card amount, or the full gift card amount. If the gift card amount does not cover the full purchase cost, the balance can be paid by other means.

• Q: If only a portion of the gift card value is used to make a purchase, can the remaining balance be saved and used for a future purchase?

  A. Yes. If only a portion of the full gift card amount is used for a purchase, then the same gift card number can be used for subsequent purchases until the full gift card amount is fully used.

• Q: The gift card amount is less than the cost of the item I want to purchase. Can I still use the gift card and pay the balance by other means?

  A. Yes. You can use a gift card to pay part of the amount due, and pay the balance of funds due by other means, such as by credit card using PayPal or by direct funds transfer to our bank account.

• Q: Do I need to have a membership account to use a gift card?

  A. No. Non-members can make guest purchases using a gift card.

• Q: How can I purchase an artwork with secure payment?

  A. You can purchase an artwork from us with secure payment using the online cart system on our website. You can do this using your existing membership account, by opening an account with us, or as a guest.
  You can initiate purchase of an artwork by adding the artwork item to your cart by clicking ‘add to cart’ on the information page for the artwork. Then proceed to checkout to complete the purchase. The checkout process allows you to make payment using a credit card (Visa, MasterCard or American Express) using PayPal or by direct transfer to our bank account.
  The quoted price on the Artwork page includes the cost of shipping to some countries. If additional shipping costs are needed to ship to your shipping address, then these will be advised and added during the checkout process.
  Once payment is received and confirmed, the shipment of the artwork will be initiated. An email will be sent to you at the time of payment confirming your order has been received – this email is not confirmation that we have accepted the order. Another email will be sent later to confirm shipping details, which is the email that confirms our acceptance of your order. The shipping conformation will include shipment tracking information, if shipment is by a third party.

• Q: Do I need to set up an account to make a purchase?

  A. No. You can purchase an artwork using our online cart system as a guest.

• Q: What payment methods are accepted?

  A. The cart checkout on our website allows you to make payment using a credit card (Visa, MasterCard or American Express) through PayPal or by direct transfer to our bank account. You can also pay for part or all of your purchase using an Asian Contemporary Art Gallery gift card number.

• Q: How are shipping costs determined?

  A. Shipping costs are determined based on the price, dimensions, weight, shipping origin and shipping destination. Shipping costs include all packaging, handling, and insurance fees. However, for purchases that involve international shipping, the shipping cost excludes any required import taxes, customs duties, GST, VAT or other taxes that may be payable in the destination country. You will be required to pay any such destination country taxes or duties separately after the artwork has arrived in the destination country.

• Q: What taxes are payable on an artwork that I purchase, and how are they paid?

  A. Any required sales tax payable in the country of artwork origin will be calculated at the applicable rate and automatically included in the sale price, paid when checking out using the cart on our website. However, if the purchase involves international shipping, the sale price and the shipping cost both exclude any taxes and/or duties payable in the destination country.
  For purchases that involve international shipping, you, the buyer, will be responsible for making separate payment of any required import taxes or duties after the artwork shipment has arrived in your destination country (e.g. import tax, customs duty, goods and services tax (GST), Value Added Tax (VAT)). If such a payment is required, the shipping provider will contact you and/or send you an invoice for separate payment.

• Q: How is the required tax paid?

  A. If a sales tax or goods and services tax (GST) is payable in the artwork sale country of origin, it will automatically be included in the sale price, so that component of tax will be paid at the time of purchase using the online cart.
  If the origin and destination countries are different, any required tax or duty for import into your destination country is not included in the amount paid when checking out and paying with the online cart. You will be responsible for paying any required taxes or duties for import separately. The international shipping provider will invoice you separately for the import tax or duty after the artwork has arrived in your country.

• Q: How are artworks packaged for delivery?

  A. Artworks are packaged either by the artist or by Asian Contemporary Art Gallery using a standardised packaging process designed to protect the artwork.

• Q: When will my order be shipped and delivered?

  A. Processing and shipping times vary according to the packaging status at the time of purchase, shipping origin and shipping destination. Most orders are processed and shipped within 5 to 10 business days. Some items may be processed faster, while others might take more time if they require special packaging or handling. If the shipping time is expected to be longer than usual, this information will be stated on the artwork information page.
  You will receive a shipment confirmation email with a tracking number after the shipping provider collects the packaged artwork for shipment. You can check the status of your package and the estimated delivery date online using the tracking number.

• Q: Who delivers the artwork?

  A. A third party shipping provider delivers the artwork, except for some deliveries within Singapore. If your delivery address is in Singapore, some artworks may be delivered to you by Asian Contemporary Art Gallery. When your order ships, you will receive a shipment confirmation email that will notify you of the shipping provider.

• Q: Do I need to sign for my package at the time of delivery?

  A. Yes, all packages must be accepted and signed for at the time of delivery. Due to the valuable nature of artworks, your artwork package should not be left unattended.

• Q: Is the shipment of the artwork insured?

  A. Yes.

• Q: How is shipping insurance calculated?

  A. The cost of shipping insurance is calculated based on the sale price of the artwork, the shipping origin and the shipping destination. The insurance cost is automatically included in the shipping fee and covers door-to-door handling.

• Q: Which countries do you ship to?

  A. We ship to all countries that have access by international shipping providers.

• Q: What should I do if I receive a damaged item?

  A. You may return the item and receive a refund. Or it may be possible for us to repair the artwork for you. Please refer to our return policy for more information and instructions. Please record evidence of the damage by photograph and video at the time of package receipt and opening.

• Q: Can I combine multiple items into one shipment to lower shipping costs?

  A. Yes, but only for items shipped from the same location. Please contact us to enquire about this prior to making your online purchase.

• Q: What framing options do you offer?

  A. Paintings on canvas will be shipped either rolled in a tube, or stretched on a wooden frame without an external perimeter framing. However, we can provide an external frame if requested. If you are interested in this, please contact us to enquire. However, please consider that framing will increase the size and weight of the artwork, thereby increasing the shipping cost for international shipments.

• Q: How can I best care for my artwork?

  A. Proper framing, installation, cleaning and storage of your artwork are required to help prevent damage and to preserve the artwork.
  All drawings, paintings on paper and prints that are not in storage should be framed to protect them from direct sunlight, humidity, moisture, dust and heat. The following should be considered when framing your artwork:

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• Q: I’ve changed my mind and I don’t want the artwork anymore. What can I do?

  A. You can return the artwork and receive a voucher (in the form of a gift card) to purchase another artwork from us, provided you let us know within 14 days of receiving the artwork. Please use the ‘Contact Us’ form on our website to send us a request to return an artwork. After we receive your request we will reply by email to confirm the next steps.
  Returns within 14 days will be granted with no questions asked. However, we would appreciate any information as to why you wish to return it.
  The voucher (gift card) value will be the full purchase price, minus the cost of shipping, subject to the artwork being returned in original, undamaged condition.
  You will need to package the artwork to the same standard as to how it was delivered to you, and you must pay the cost of return shipping. Please record photographic and video evidence of the undamaged artwork being packaged for return (this will provide you protection in case the returned artwork is found to be damaged). Alternatively, if you are in Singapore, you may contact us to arrange to return the artwork by hand delivery to our head office at an agreed time.

• Q: The artwork was damaged when it arrived. What should I do?

  A. Take photographic and video evidence of the damage and contact us immediately. Depending on the nature of the damage, we may be able to repair the artwork for you. Otherwise, you can choose to return the artwork and receive a full refund, including shipping costs, provided that the shipping insurance covers the cost of damage.
  To support your claim of damage we ask that you record evidence of the artwork packaging and artwork condition in three steps, as follows:
  (1) Take photographs of the delivery package prior to opening it, focusing on any evidence of potential damage
  (2) Take a video when you are opening the package to prove the as-received condition of the artwork
  (3) Take photographs of the artwork immediately after unpacking to clearly document close up images of any damage
  
  Please use the ‘Contact Us’ form on our website to request return of a damaged artwork. Please include the following information and file attachments:
  - Order number, shipping ID or item number
  - Explanation of the reason for the return
  - Whether you are seeking a replacement artwork, a voucher or a refund
  - Photographs of the delivery package before opening
  - Video of the opening and unpacking of the artwork
  - Photographs showing close up detail of any damage to the artwork
  

  You will receive an email response from us that includes instructions on how to proceed. This will be sent within seven days of you sending us your claim of damage. Do not proceed to return the artwork until we have provided the return instructions.

• Q: I’ve returned an artwork following receipt of your return instructions. When and how will I receive the voucher or refund?

  A. In the case of a return due to confirmed shipping damage, you will receive a full refund to the original mode of payment after the returned artwork has ben received. For all other returns you will receive the voucher by email after we have received the returned artwork in original, undamaged condition.

• Q: What is artworks-online.com’s return policy?

  A. We accept returns for artworks damaged during shipping, which must be notified to us immediately upon receipt, with evidence of the shipping damage provided in a form adequate to enable insurance payment. Returns for other reasons will be accepted if you advise us within 14 days of receiving the artwork, and the artwork is returned undamaged.
  To enable return of a damaged artwork to be accepted and processed we request that all buyers record evidence of the artwork packaging and artwork condition at the time of receipt in three steps, as follows:
  (1) Take photographs of the delivery package prior to opening, focusing on any evidence of potential damage
  (2) Take a video when you are opening the package to show the as-received condition of the artwork
  (3) Take photographs of the artwork immediately after unpacking to clearly document any damage
  
  Please use the ‘Contact Us’ form on our website to request a return of an artwork. Please include the following information:
  - Order number, shipping ID or item number
  - Explanation of the reason for the return
  - Whether you are seeking a replacement artwork, a voucher or a refund (refunds are only provided in the case of damage during shipment)
  If the artwork is damaged, please also include the following file attachments with your refund request:
  - Photographs of the delivery package before opening
  - Video of the opening and unpacking of the artwork
  - Photographs showing close up detail of any damage to the artwork
  After you have sent your return request we will send you an email response that includes instructions on how to proceed. This will be sent within seven days.
  Do not proceed to return the artwork until we have confirmed the return instructions with you, including return shipping arrangements.
  If you are returning an artwork that is not damaged, the original shipping charges will not be refunded, and you will need to pay the return shipment costs.

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