How does delivery insurance work?
All packages must be sent with a tracking system and insurance. If you send yourself, you are responsible for the delivery and you must choose a carrier that provides tracking + insurance. If you send with Artmajeur, we handle all aspects of the delivery, except the packaging which is under your responsibility.
IMPORTANT - Responsibility for packaging -
The packaging is the sole responsibility of the seller. The seller must ensure that he packages the work securely to withstand the vagaries of transport, to its destination. We recommend taking pictures of the packaging steps to be able to prove in case of a problem that it was adapted to the risk. Above a certain amount, Artmajeur offers a specialized transporter who packages the work himself and takes full responsibility.
Parcel value
You must tell the carrier the true value of the package. In the event of a problem, the value of the parcel will be used as the basis for compensation.
What claims does the insurance cover?
Insurance generally covers lost packages or issues related to broken/damaged artwork.
If the parcel is lost
You must open a file with the carrier, the value of the package will serve as the basis for compensation.
If the package is clearly damaged
If the package was suitable for transport (wooden crate, thick foam, protection of corners of more than 5 cm, etc.), the package may be eligible for coverage by insurance. You must then open a file with the carrier.
If the artwork is damaged, but the package is not damaged
In this case, the carrier will refuse to take charge of the insurance on the grounds that the packaging was inappropriate to transport the work safely.
How to open an insurance claim?
You must open a file with your carrier. If Artmajeur manages the transport, the file will be managed by Artmajeur directly, you simply have to provide the elements.
Elements to provide:
You must open a file with the carrier providing:
- photos of the different stages of packaging before the parcel leaves, in order to prove to the assurance that the parcel was suitable for transporting the work in complete safety
- photos of the damaged work
- photos of the damaged packaging
- It may be necessary for the customer to make a note upon receipt to report the visible damage on the package.
How is the customer reimbursed?
Depending on the situation, in agreement with the seller, several solutions are offered to the buyer depending on the case:
- A full refund
- New work in replacement
- A reduction on the purchased work
- Support for repairs
In all cases, we will do our best to ensure that the buyer keeps the work and avoid a return.
How can the seller recover the work?
Depending on the extent of the damage, the seller has the option of requesting the return of the work, at his expense.