Shipping & Returns
EN/PT
Delivery destinations
I currently ship artwork to:
Portugal;
European Union countries;
United States;
Canada;
unless a particular product listing states otherwise.
If you would like to purchase from another country, please contact me at ivakutilkova@gmail.com before placing your order so that I can confirm whether delivery is available and calculate the applicable shipping cost.
Any geographic restrictions on delivery will be communicated before the customer completes the purchase.
Shipping costs
Shipping costs are separate from the artwork price unless the product listing expressly states that shipping is included.
The applicable shipping cost will be displayed at checkout or communicated to the customer before an order placed by email is accepted.
Shipping costs depend on factors including:
destination;
package size and weight;
whether the artwork is shipped flat or rolled;
packaging requirements; and
the shipping service selected.
For larger or unusually shaped artworks, commissions or other items requiring special packaging, the shipping cost may be calculated individually.
Where the shipping cost cannot reasonably be calculated before an order is placed, the customer will be informed of the applicable calculation method or estimated cost before becoming bound by the purchase.
Shipping method
Estimated delivery times provided on the website or by email are estimates and may vary depending on the destination, carrier, customs procedures and circumstances outside my reasonable control.
Unless a different delivery period has been expressly agreed, applicable Portuguese consumer law provides that goods should be delivered without undue delay and, in the absence of an agreed delivery date, generally no later than 30 days after the contract is concluded.
All purchases unless agreed otherwise will be sent by registered mail (with tracking number) and require a signature, via CTT. After receiving the confirmation e-mail, you can track your purchase via the CTT website www.ctt.pt. For UE and International deliveries, I can only track parcels whilst they are in Portugal. If you would like your purchase to be delivered with insurance, please contact us via e-mail ivakutilkova@gmail.com .
When checking out, please consider that it will not be possible to send your purchase on weekends or bank holidays.
Dispatch time
I will normally dispatch an in-stock artwork or print within 3–5 business days after payment has been received.
For made-to-order prints, commissions and other personalized products, the estimated production time will be communicated separately.
The dispatch time frame is different from the carrier's transit time.
For example, an order may require 4 business days for preparation before being handed to the carrier, followed by the carrier's estimated delivery period.
Where a specific delivery date or period has been agreed with the customer, that agreement will apply subject to applicable law.
Delivery address
The customer is responsible for providing a complete and accurate delivery address.
Please check the address carefully before completing your order.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, or because the customer failed to collect the parcel after an attempted delivery, I will contact the customer to determine the next steps.
Where the parcel is returned to me as a result of an incorrect address, failed collection or another circumstance attributable to the customer, the customer may be required to pay the reasonable cost of reshipping the order.
This does not apply where the problem resulted from my error or where mandatory consumer law provides otherwise.
Customs, duties and import taxes
Orders shipped outside the European Union may be subject to customs duties, import VAT, handling fees or other charges imposed by the destination country (however usually, the purchase of an original drawing is treated as the purchase of a work of art, in which case there is an exemption from custom duty). To be sure please check this information with the local custom authorities.
Unless expressly stated otherwise at checkout, these charges are not included in the purchase price or shipping charge and are the responsibility of the customer.
I do not control the customs policies, import charges or processing times of the destination country.
Customers outside the European Union are responsible for determining whether they may be required to pay import duties, taxes or other charges when purchasing from me.
I will provide the information reasonably required for customs processing.
Customs delays or refusal
Customs processing may delay delivery beyond the carrier's estimated transit time.
I am not responsible for delays caused by customs authorities or for import restrictions imposed by the destination country.
If a customer refuses to accept an international shipment because of customs duties, taxes or other import charges, this does not automatically constitute a cancellation of the purchase.
Any refund or return will be handled in accordance with the customer's applicable statutory rights and the circumstances of the case.
Tracking
Where the selected shipping service provides tracking, tracking information will be sent to the email address provided by the customer.
Once tracking information has been provided, the customer may monitor the shipment through the relevant carrier.
A tracking status showing that a parcel has been delivered does not by itself remove any statutory rights the customer may have where the goods were not actually received.
Delayed delivery
If an order is not delivered within the agreed delivery period, or within the applicable statutory period where no delivery period has been agreed, the customer may have rights under applicable consumer law.
Where applicable, the customer may request delivery within an additional appropriate period.
If the goods are still not delivered within that additional period, the customer may have the right to terminate the contract and receive a refund, subject to the applicable legal conditions.
Where delivery by a particular date was essential and this was agreed before the contract, different statutory rules may apply.
Loss or damage during transit
I package artworks with reasonable care using packaging appropriate to the artwork and shipping method.
For consumer purchases, the risk of loss or damage generally remains with me until the customer, or a third party designated by the customer other than the carrier, physically receives the goods.
If the customer independently appoints a carrier that I did not offer, the applicable statutory risk rule may differ.
Artwork damaged during delivery
If an artwork arrives damaged, please contact me as soon as reasonably possible at ivakutilkova@gmail.com
Please provide photographs showing:
the artwork;
the outer packaging;
the inner packaging;
the shipping label; and
any visible damage.
Please retain the original packaging until the matter has been resolved, as the carrier or insurer may require evidence of the condition of the package.
I will investigate the issue and, where applicable, pursue the matter with the carrier or insurer.
Nothing in this section limits any statutory rights concerning goods that are damaged or otherwise not in conformity with the contract.
Returns following statutory withdrawal
Where a consumer validly exercises the statutory right of withdrawal, the customer is generally responsible for the direct cost of returning the goods, provided that the required information concerning return costs was supplied before the purchase.
The return address and instructions will be provided after the customer communicates their withdrawal.
The customer should use appropriate packaging to protect the artwork during the return journey.
Where the law requires me to bear the return cost, I will do so.
Delivery charges following withdrawal
Where a consumer validly exercises the statutory right of withdrawal, I will reimburse the applicable original delivery costs in accordance with Portuguese law.
If the customer expressly selected a more expensive delivery method than the standard, less expensive delivery option offered by me, I am not required to reimburse the additional amount resulting from that upgrade.
Refunds
Where a consumer validly exercises the statutory right of withdrawal, I will refund the payments received in accordance with applicable law.
The refund will generally be made using the same payment method used for the original transaction, unless another method has been agreed.
For returned physical goods, I may withhold reimbursement until I have received the goods back or the consumer has provided evidence that they have been sent back, whichever occurs first, where permitted by law.
Where the law requires reimbursement of standard delivery costs, those costs will be treated in accordance with the applicable statutory rules.
Shipping for commissions
For commissioned artwork, the applicable shipping cost and delivery arrangements will be agreed with the customer before the commission is accepted.
Where the artwork requires special packaging or a different shipping method because of its size, framing or other characteristics, the applicable cost will be communicated before the customer becomes bound by the commission.
Shipping for prints
Prints may be shipped flat or rolled depending on their size, material, destination and packaging requirements.
The shipping method and packaging format will be indicated where relevant in the product description or communicated before purchase.
Rolling a print for shipping does not constitute a defect where the print is specifically sold and packaged for rolled delivery.
Delivery to countries outside the European Union
Customers purchasing from outside the European Union acknowledge that international shipments may be subject to:
customs clearance;
import duties;
import VAT;
customs brokerage or handling fees;
restrictions on imported goods; and
additional delivery delays.
These matters are determined by the destination country and its authorities and are outside my control.
The customer is responsible for complying with applicable import requirements in their country.
Address and contact information
If the carrier requires additional information to complete delivery, the customer should respond promptly to the carrier.
I am not responsible for delays resulting from the customer being unavailable, failing to respond to the carrier, providing incorrect information or failing to complete required customs procedures.
Nothing in this section limits any mandatory rights provided to consumers under applicable law.
Address and contact information
If the carrier requires additional information to complete delivery, the customer should respond promptly to the carrier.
I am not responsible for delays resulting from the customer being unavailable, failing to respond to the carrier, providing incorrect information or failing to complete required customs procedures.
Nothing in this section limits any mandatory rights provided to consumers under applicable law.