Frequently Asked Questions 

I'm having trouble paying by credit card/Sofort/Alipay. What do I do?


Credit Card Issues

If your credit card is being declined during purchase, please take a look at the troubleshooting tips below. If you still experience problems, we advise you to contact your bank or credit card provider and ask for their assistance.

Double-check the information you entered during checkout:

  • Did your billing address change recently?
  • Did you enter the correct CVV code?
  • Did you get a new card with a new expiration date?
About the CVV Code
When you purchase an artwork using a credit card, you will be asked for the CVV code (i.e. Card Verification Value code). On most credit cards (including Visa, MasterCard, and Discover cards), the CVV code is a three-digit number printed to the right of the signature space on the back of the card. On American Express cards, it is the four-digit code located on the front of the card. Review your bank’s fraud-alert policies
It is possible that your bank flags any suspicious activity on your account, for example also first-time orders or purchases of high value (regardless of the actual funds available on the card)—especially in the case of online shopping. Possibly your bank asks you to contact them and authorize the purchase before allowing you to complete the transaction.

Review your bank’s daily withdrawal limit
Most banks have limits on how much you can charge on your card in a single day. If you reach this limit, your bank may block your account from any further activity for the day regardless of available funds in the account. Sofort and Alipay Issues These payment gateway providers have several security measures in place to protect their users from fraudulent activity. Therefore, they may occasionally prohibit a buyer from submitting payment. If you are coming across problems when using your account, please contact the payment gateway provider directly for assistance, or visit their website for troubleshooting information. Alternatively, you can choose a different payment method. Have more questions? Submit a request




How will my artwork be shipped?


For details on how your artwork will be shipped, please visit the individual artwork page of the item you are interested in. Each piece is shipped individually, therefore, the mode of shipping will vary depending upon dimensions and specifications. However, generally, the items can be shipped in the following ways:

  1. Cardbox: the item will be shipped flat in a sturdy, well-protected cardboard box.
  2. Crate: the item will be shipped in a wooden crate.
  3. Tube: the item wil be shipped rolled in a dent-resistant tube.
Have more questions? Submit a request




How do I place orders for artworks?


Step 1 - Click on 'Gallery' in the menu and then click on the image to enter the artwork’s page. Step 2 - If you would like to purchase the artwork, press 'Add to Shopping Bag' at the top right of the artwork's page. You’ll be taken to your shopping bag page. Step 3 - Once you are ready to purchase your selected artwork, click 'Checkout'. If you’d like to add more items to your shopping bag, click Continue Shopping (see below). Step 4 - Enter your Shipping Details, then click 'Continue'. NOTE: We have a variable shipping rate based on the shipping destination. You can determine the shipping rate by adding the artwork to your shopping bag and then enter your shipping address, so that the rate can be automatically calculated. Your shipping costs automatically appear on the final payment section, breaking down artwork(s), shipping and value added tax fees. Step 5 - Click continue if the 'Shipping Method' is acceptable. Step 6 - Choose your preferred payment method from the following options and enter your Payment information.

  1. Credit / debit card
  2. Sofort
  3. Alipay
  4. Offline payment
Step 7 - Enter your Billing Address and press 'Continue'. NOTE: If your Billing Address is the same as your shipping address, please check the box and press continue. Step 8 - Review and place your order. Once you submit the order, our system will automatically generate your order number and you’ll receive an email confirmation containing your order details. Have more questions? Submit a request




How do I remove items from my Shopping Bag?


Items in your Shopping Bag will remain there unless they are removed, or until you complete the checkout process. To remove items you don't want to purchase, do the following:

Step 1 - Click on the Shopping Bag icon in the Interart Collection main menu to view your Shopping Bag.

Step 2 – Click the Remove button underneath the artwork’s title.
Have more questions? Submit a request




Do I need to create an account to purchase an artwork?


No, you do not need to create an account or register to purchase an artwork. Have more questions? Submit a request




What payment methods do you accept?


Interart Collection accepts the following payment methods:

  • Credit / Debit cards
  • Sofort
  • Alipay
  • Offline Payment (Bank Wire Transfer). You can contact us for assistance with bank wire transfers.
Have more questions? Submit a request




Will I be charged taxes or customs fees?


In some cases, collectors will pay taxes and customs fees on artwork they purchase, depending on their country of residence. Value Added Tax (VAT) - If your artwork is being shipped to Austria, a 20% VAT will be added to your total. No VAT is added in all other cases. A breakdown of all costs, including shipping fees and any applicable taxes, will be visible on your shopping cart page prior to submitting your payment information.
Customs Charges - In addition to shipping charges, the buyer will also be responsible for paying international customs fees, determined by the country the artwork is being shipped to. Please check with your country's customs office to determine what these additional costs will be prior to making a purchase. Have more questions? Submit a request




How do I reserve an artwork?


If there is a specific work you would like to buy, but you may require more time to complete the purchase, please send an email to info@interart-collection.com with "Artwork Reservation Request" in the subject line and include the following information:

  • Reason for requiring reservation
  • Title of artwork you would like to reserve
  • Artist's name
  • Your contact telephone number
Please be aware that the reservation process is ONLY intended for buyers who are already committed to purchasing the artwork. Out of respect for our artists, we do not allow collectors to reserve artwork if they are still at the decision stage concerning a potential purchase. Have more questions? Submit a request




What is Interart Collection?


Interart Collection is an online art gallery, established with the goal of introducing European artists to collectors around the world. Interart Collection offers an unparalleled selection of paintings, drawings and sculptures in a wide range of prices. It provides artists with an expertly curated environment in which to exhibit and sell their artworks. Interart Collection thereby makes the experience of buying and selling art easier and more pleasurable. Have more questions? Submit a request




How do I find a specific artist/artwork on Interart Collection?


There are two ways to do this:

  1. You can filter the 'Artists' using the search filter tool on the left side of the ' Gallery' page. You can also filter the artworks based on their price and type.
  2. You can go to the ' Artists' page from the menu and choose your desired artist. You will be directed to the artist's page and over there you can see all the available artworks of the chosen artist.

Have more questions? Submit a request




What are the website's browser requirments?


To ensure an optimal user experience on our website, please use the latest version of the following web browsers: Google Chrome, Firefox, Safari, or Internet Explorer. Have more questions? Submit a request




How do I track the progress of my artwork shipment?


We recommend that you track your package via the particular courier's website in order to receive the most detailed, up-to-date tracking information. In order to find out which courier is delivering your package, please check the email notification you have received when the artwork was shipped with the subject line: "Your order item has been shipped." In this email, you can find a link allowing you to access a webpage with your order tracking details including the specific courier and your tracking number. Copy the tracking number from this page and enter it on the courier's webpage for the latest tracking information. Your Sales Advisor will also be closely monitoring your order daily until it will have been delivered and will notify you of any important information regarding your order. In case you cannot find the original notification email or you have any further questions regarding your purchase, please send an email to info@interart-collection.com. Have more questions? Submit a request




Will my artwork arrive ready to hang?


All of our paintings are ready to be hanged and our sculptures have stands. Of course it is always helpuf to review all artwork descriptions listed for any details about a specific artwork, if not mentioned otherwise, you will receive what you see in the product page. Should you have any questions regarding an artwork, we are happy to help! Please contact us at info@interart-collection.com. Have more questions? Submit a request




How long will it take to receive my artwork?


Atworks are shipped within five (5) to seven (7) business days of placing the order. If you reside within the EU, you can expect your artwork to arrive within ten (10) to twelve (12) business days from the time of shipping. Shipping time will vary for buyers outside of the EU, as delivery speed depends on the customs requirements of the destination country. Have more questions? Submit a request




What are the common reasons for delivery delay?


In some countries, the customs clearing process may take as long as one month. Please check your government's shipping policies for more detailed information. If you live in an area experiencing severe weather conditions, a natural disaster, or any other unforseen major events, your package may be delayed. Please add an additional 3-5 busines days to the estimated delivery date of your order. Have more questions? Submit a request




How do I view my order status?


For detailed, up-to-date tracking information, we suggest that you enter your tracking number on the specific courier's website (i.e. DHL, FedEx). Note: Once your artwork has been shipped, the Interart Collection team will send you a shipping notification containing important tracking information. Have more questions? Submit a request




Can I cancel an order prior to shipment?


Yes, you can. Note that all buyers have the right to cancel their order any time before shipment, and are able to return art 14 days after the delivery date if unsatisfied with the work. (For more information regarding our return policy, please see our Terms and Conditions) IMPORTANT: Interart Collection is not responsible for any currency conversion differences that may result in a reversed payment.

If you have any other questions regarding canceling an order, please email info@interart-collection.com. Have more questions? Submit a request




Can I return artwork if I am not satisfied?


If the artwork arrives and you are not satisfied with your original purchase for any reason, you'll have 14 days from the date of delivery to notify us of your intent to return the work for a refund. You may return the artwork provided that it is returned in its original condition and packaging. For more detailed information about our artwork return policies, please see our terms and conditions. Have more questions? Submit a request




What is Interart Collection's 14-day Return Policy?


Interart Collection is committed to ensuring the 100% satisfaction of its art collectors! That is why once you have received an original artwork, we will give you 14 days to decide whether or not you would like to keep that artwork or return it for a refund. You may return your artwork provided that it is returned in its original condition and packaging. The address to which the artwork should be sent will be provided when we receive your return request. The shipping cost for returning the artworks should be covered by you. Upon receiving the artwork, Interart Collection should refund the full amount within maximum ten working days. Have more questions? Submit a request




How do I return an artwork?


Artwork Return Policy From the time you receive your original artwork from our couriers, you have 14 days to decide whether to keep the work or return the artwork in its original condition for a refund. We also require all returned artwork to be shipped out by the buyer within three (3) days after informing us that the work will be returned. So if you receive artwork you have purchased from Interart Collection and you are not fully satisfied, you have:

  1. 14 days to contact us about your intent to return the work
  2. Three (3) days from the day you contacted us to ship out the artwork. ***Do not ship the artwork before contacting us! Please contact us first.***
If you do not notify us of your intent to return the work within 14 days of receipt or you do not ship the work within 3 days of notifying us, you will NOT be eligible for a refund. (Some exceptions will apply. Please contact us for an assessment of your specific situation.) How to Return an Undamaged Work Step 1 - Within 14 days of your merchandise delivery date, please email info@interart-collection.com to give us your order information and the reason for wanting to return the work.

Step 2 – Repackage the artwork using the original packaging materials used by us. If you have already disposed of the original packaging, you will be responsible for purchasing packaging materials to send the artwork back to us safely. Step 3 – Email info@interart-collection.com to complete the return process.

Once the art piece safely reaches us, we will process your return and the amount owed will be refunded to your original source of payment in the same currency and using the same exchange rate as your original order (minus shipping costs and international customs fees, if applicable) within 10 business days of your merchandise return. Additional shipping fees may apply for international returns. Have more questions? Submit a request




What to do If the artwork arrives damaged?


Step 1 – Within three (3) days of your merchandise delivery date, please email info@interart-collection.com to give us your order information.

Step 2 - Save original packaging!

Step 3 - Take photos of damaged artwork and packaging. Please email these photos to info@interart-collection.com.

Step 4 - An Interart Collection support representative will contact you to discuss next steps.
Have more questions? Submit a reques




Who pays for return shipping costs?


In order to determine who is responsible for paying the return shipping costs and customs (if applicable), all returns will be examined on a case-by-case basis. In general, if the buyer is returning the artwork as a result of buyer's remorse and we determine that the artwork was accurately described on our website (concerning weight, size, materials used, etc.), the buyer is held responsible for the return costs. However, if in the course of the examination we conclude that the work has been misrepresented on our website, either in the photograph or in the description, or we failed to disclose important information about the work, or if the artwork was damaged as a result of poor packaging, the buyer will not be responsible for paying the return shipping costs. Have more questions? Submit a request





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