CUSTOMER SERVICE
DO I HAVE TO CREATE AN ACCOUNT TO BUY ON AURELIE’S GALLERY?
It is not mandatory, but you have an option to create a profile if you wish (your information will be securely stored and will never be sold to a third party).
By creating a profile, you will be able to take advantage of additional features including saving your favorites throughout the site and receiving newsletters with information about upcoming or ongoing shows and offers.
WHAT TYPE OF PAYMENT METHODS DO YOU ACCEPT?
We accept leading credit cards including Visa and Mastercard, as well as Apple and Google Pay and Paypal.
HOW ARE THE IMAGES PRINTED?
You will find specifications for each print on their dedicated page. All prints are created in collaboration with the Artist and made to the highest industry standards on archival paper and using archival inks.
Please keep in mind that a printed photograph will appear different from what you see on your screen since it is not backlit (forgive me for stating the obvious here!).
WHAT IS THE DIFFERENCE BETWEEN OPEN AND LIMITED EDITIONS?
Open Edition means the images are printed in an illimited quantity, while for Limited Edition only a specific number of prints will be created, making them more unique and valuable for collectors.
Please rest assured that both Open and Limited Editions are printed to the same exacting standards.
DO YOU SHIP ARTWORK INTERNATIONALLY?
We ship unframed prints via FedEx to Canada, the UK and the European Union. The international shipping cost will appear in your cart at checkout – please note that this price will not include VAT and customs duties, which will be your responsibility at delivery.
Please allow an extra week for delivery to account for customs.
Please note we cannot ship to a P.O. Box.
DO YOU SHIP GIFT SHOP ITEMS INTERNATIONALLY?
Yes, we do. As the items are produced locally in the US and the EU, North American and European customers will not have to worry about customs. UK orders will have to go through customs.
Please note we cannot ship to a P.O. Box.
WHEN WILL I RECEIVE MY ORDER?
All of our fine art prints are made to order and ship within 3 to 4 weeks from upstate New York, USA. They are shipped in tubes, using FedEx.
Items from the Gift Shop are made to order and ship within 5 to 20 business days from the closest production facility to your location (either in the US or the EU).
DO YOU OFFER FRAMING?
We do not offer framing as I feel frames are a very personal choice. Maybe it’s my slight OCD, but I personally want my prints to be framed by the same company if possible, to ensure a continued look and consistent quality – I’d rather not rely on someone’s else framer.
Shipping framed artwork is an expensive and carbon-footprint-heavy endeavor. Better keep the job for your local framer!
We will be happy to ship your print to a framer of your choice, just let us know (and don’t forget to make prior arrangements with them!).
CAN I RETURN A PRINT?
As our prints are custom-made to order according to your specifications, all of our prints are final sale and non-returnable.
Please know we stand behind the quality of our print – our Fine Art printer is a craftsman with decades of experience printing for exhibits and collectors, using high-quality archival inks and paper.
In the unlikely event your order was shipped with a defect or arrived damaged, please email [email protected] as soon as you receive it. Include a photo of the damaged print (and package, if applicable) in your email. We will get back to you within 24 hours.
As we do not take back artwork damaged by customers, be careful when opening the package. I recommend using gloves to avoid leaving marks on the surface of your print – or better yet, bring the package to your framer and let him handle it!
CAN I RETURN A GIFT SHOP ITEM?
As the items are made to order, they are final sale and non-returnable.
We guarantee the quality of our products, but if your order was shipped with a defect or arrived damaged, please email [email protected] as soon as you receive it. Include a photo of the damaged item (and package, if applicable) in your email. We will get back to you within 24 hours.
I HAVE A PROBLEM OR QUESTION. HOW QUICKLY CAN I EXPECT A RESPONSE?
We’re a very small team, bound to a specific time zone that might not be the same as yours. All that to say that it might take up to 24 hours for us to respond, so please be patient (and indulgent) if it seems like we’re not responding in as timely a fashion as you need.
Let us know if you have any further questions. Email us at [email protected].