FAQ
We, at Fortelier, take an active part in each step of the packaging, shipping, and delivery process. Every work is carefully packaged by the artist or by our dedicated employee. Helping our artists along the way and guaranteeing a seamless delivery process for you, we set artwork-specific packaging guidelines that all our artists and employees follow. The work is then entrusted to a specialised delivery carrier.
What is the delivery cost?
It is completely free for all orders within Europe, which are above €140!
How are the artworks packaged?
Every piece is packaged in its own sturdy, well-protected cardboard box or wooden crate, specifically designed to perfectly fit the artwork and to preserve it from damage during delivery. Our artists and employees are instructed on how to prepare the packaging for each individual item. Prior to shipping, we examine the work and make sure it is properly protected.
How long does delivery take and who takes care of the delivery?
After the payment has been processed, delivery takes on average 7 business days, allowing time for packaging and shipping. We use DHL services since they offer the fastest delivery options and insurance that covers the full value of the goods being shipped.
Please have in mind that delivery times may vary depending on the artist’s availability and the distance between the artist’s atelier and your home. Whatever happens, we will keep you updated!
Which countries do you deliver to and what are the costs?
We deliver to all European countries. No exceptions.
If you want to ship anywhere outside Europe and possess a European credit/debit card, you can easily make a purchase with that card. You can rely on us to arrange the shipping for you.
Is the delivery of the artwork insured?
Guaranteed! We manage the transportation with DHL and ensure complete insurance with AON for all our precious artworks. You have nothing to worry about and there are no hidden costs.
In case you want additional transport insurance by DHL, you can select that option on the check-out page.
How do I track the progress of my artwork shipment?
When you place an order, you will be provided with a tracking number. You can check up-to-date information on the progress of your shipment here: DHL Parcel Tracking.
If you can’t locate the original email containing your tracking number or have any further questions regarding your purchase, please email us at office@frotelier.com or give us a call at +359 89 689 9556 during our working hours (07:00 – 16:00 GMT), Monday through Friday.
Our goal is to provide you with the best possible products and a flawless, seamless, and pleasant experience. However, we are realists and know that sometimes things can not go as expected…
That’s why we offer a 5-day free return period (for all orders above €140), starting on the day you receive your artwork. If the creation does not correspond to what you were expecting, you can send it back to the artist. It should be with its original packaging.
The best part is – we will take care of the return costs so that you can buy without hesitation!
What can I do if I don’t like the artwork?
Oh no, we are sorry to hear that! In that case, please let us know at office@fortelier.com within 5 days after the delivery of the work. Of course, you will be refunded once the artwork has been returned to the artist. However, we kindly ask you to return all items in their original packaging and with all their accompanying certificates received with the order.
This does not refer to the jewellery art pieces, sold on the platform.
The artwork was damaged upon arrival, what should I do?
That’s a shame! Contact us as soon as you notice the damage at office@fortelier.com. Take photos to show us the current state of the work and we will make a decision together. According to the extent of the damage, we can either repair the work, or you can return it (we will refund you). Fortelier covers the costs of repair and transport in case of damage during delivery.
Who pays for return costs?
We do! As long as you manage to return the artwork within 5 days after it was delivered to your doorstep and the amount of the order was above €140, it’s all on us.
How does the refund work?
You will be refunded after the work has been returned to the artist.
On our platform, you can pay safely with all major debit/credit cards or by bank transfer. We will never share your payment information with anyone and we do not store your details on our servers unless you request a quick check-out in your personal profile. In case you experience any problems, please contact us at office@fortelier.com. We guarantee reliability, anonymity, and traceability.
What are the accepted payment methods?
For your convenience, we try to provide as many payment options as possible. You can make a payment with:
We also accept PayPal, Revolut, and direct bank transfers.
Details for bank transfers
Reference: Order number
Beneficiary: VSh OOD
IBAN number: BG96INTF40015031014667
BIC swift code: INTFBGSF
Why should I trust your platform with my payment details?
To process your orders, we work with myPOS – the highest level of security system offered worldwide, based in London, UK. It is PCI DSS certified with Level 1 (see below), and it complies with a set of requirements designed to ensure the highest level of security for businesses that store, transmit, or process credit card data.
Also, we do not and will never store your financial information and payment details on our servers. All sensitive customer information is encrypted using Secure Socket Layer technology (SSL). For further information on how we protect your information, see our Privacy Policy.
Can I cancel my order?
Yes, you can cancel your order at any time before the artwork has been shipped. You can do that via email (office@fortelier.com). However, once it’s been shipped, you can return the work within 7 days after delivery and then get a refund (if it is above €140 and not a jewellery art piece). We will refund you as soon as the work has been returned to the artist in its original condition, packaging, and with all its accompanying certificates received with the order.
I did not receive order confirmation, what do I do?
No need to worry! Just contact us:
Email: office@fortelier.com at any time
Phone: +359 89 689 9556 – from 07:00 to 16:00 GMT, Monday to Friday
How do you select which artists to represent and what artworks to sell?
At Fortelier our main goal is to give voice to and empower the hidden gems in the art world. We are searching high and low for exceptional artists who live in remote locations and usually don’t care about the internet. But we also strive to deliver an exceptional selection of unique artworks and diverse talents that can meaningfully contribute to the art scene. Thus, our devoted team, along with an expert crew of independent curators, artists, and academics in the field carefully examine, filter, and select each and every one of them. Before we make a decision, we always visit every artist at their atelier for an extensive personal conversation. Then we assign a member of our team who would keep the conversation going.
Our curators work tirelessly to provide access to unique and high-quality original artworks from potential artists on the rise. At the same time, we pride ourselves that no one else knows their artists, their beliefs, values, and needs as well as we do! And we are so excited to tell you all about their magical worlds.
Do you provide a certificate of authenticity?
Of course! All works include a certificate of authenticity and are signed by the author. The certificate contains information such as the name of the artist, the title of the artwork, year and location of completion, dimensions of the artwork, medium, etc.
Will my artwork arrive ready to hang?
It’s always a good idea to review all artwork descriptions before making a purchase. There you will find details about a specific artwork, including whether it is ready to hang or if it needs framing. Typically, we offer stretched, mounted, and rolled works.
- Stretched on canvas works – arrive flat and can be hung directly on your wall.
- Mounted works – art pieces that are adhered to a ridged flat surface such as glass, wood, or plexiglass. These works also arrive flat but may need to be framed.
- Rolled works – usually offered when the artwork is large or the material is thin and fragile, such as paper. These works need framing. It is also far less expensive to ship oversized works rolled, so many artists would often choose this method.
I really like the work of one of your artists. How to find out if they work on commission?
Whoa, we’re happy to hear that! Most of our artists don’t work on commission but if you really like one of our artists, don’t hesitate to drop us an email at office@fortelier.com. We will do our best to make it happen!
Are the artworks available as prints as well?
All artworks on Fortelier are originals. Some are available in limited editions of 50 copies, or less. However, we do not offer any print versions of the originals.
Got a question? Make sure to take a look at our FAQ page first. We answer many of the most common questions about shipping, returns, and payments.
Need help with orders, services, or anything else?
Contact us on:
Email: office@fortelier.com
We answer our emails from 07:00 – 16:00 GMT Monday to Friday.
Get inspired and
Stay in the know
Subscribe to our newsletter and receive
exciting monthly updates about our artists.
