1. Shipping, Order Processing and Delivery Times
We are an art gallery, and each artwork is handled individually – this also applies to careful packing and shipping.
Order processing time
Preparing an artwork for shipment (inspection, secure packing, documentation) usually takes between 2 and 5 business days from the moment we confirm your order.
Delivery times
After processing, orders are delivered within the following approximate timeframes:
- Within the European Union: usually between 3 and 14 business days
- Outside the European Union: up to 30 business days, depending on the destination country and customs procedures
The above timeframes are indicative and may vary depending on the courier service, local conditions, public holidays and the destination country.
Available shipping options, costs and, where applicable, insurance will be shown at checkout.
Risk of loss and high-value shipments
Risk of loss or damage passes to you upon delivery to the address you provide.
For high-value artworks we strongly recommend insured shipping; any additional insurance costs are borne by the customer unless explicitly stated otherwise.
Customs, duties and import fees (non-EU shipments)
For deliveries outside the European Union, the customer is solely responsible for:
- customs duties and import taxes,
- brokerage, handling or clearance fees,
- any other charges imposed by customs or local authorities,
- completion of all required import formalities.
The gallery is not liable for these additional costs nor for delays caused by customs inspection, local regulations or the actions of customs authorities in the destination country.
2. Returns, Right of Withdrawal and Refunds
We respect EU consumer protection rules and want you to feel safe when purchasing art online.
Right of withdrawal (EU consumers)
If you are an EU consumer, you have the right to withdraw from a distance contract within 14 days of receiving the artwork, without giving any reason, subject to the exceptions listed below.
To exercise this right, please send us a clear statement (for example, by email) indicating your decision to withdraw from the contract.
You may use our model withdrawal form, but this is not obligatory.
The artwork must be sent back within 14 days from the date on which you notify us of your decision to withdraw.
- You bear the direct cost of return shipping and are responsible for appropriate, secure packaging and (strongly recommended) insurance of the artwork during return transit.
- You are liable for any diminished value of the artwork resulting from handling beyond what is necessary to establish its nature, characteristics and functioning (for example, visible damage, wear or traces of improper hanging/storage).
Exceptions to the right of withdrawal
Where permitted by applicable law, the right of withdrawal does not apply in particular to:
- custom-made or personalised artworks (including commissioned pieces),
- framed-to-order items (e.g. works framed specifically according to your request),
- goods sealed for protection that were unsealed after delivery and cannot be returned for hygiene or safety reasons.
Returns from outside the EU
For returns sent from outside the European Union, please clearly mark the parcel as “returned goods” to reduce the risk of additional customs charges.
Any customs duties, import VAT or handling fees related to the return shipment remain the responsibility of the customer.
If we are charged such fees upon receipt of the return, we may deduct them from the refund amount.
Refunds
Refunds are issued via the original payment method within 14 days from the date we:
- receive the returned artwork, or
- receive proof that you have sent the artwork back,
whichever occurs first, in accordance with applicable law.
We may withhold the refund until we have received the artwork or proof of shipment, as permitted by EU consumer regulations.
- Standard delivery costs of the original shipment are not refundable unless required by applicable law or if the item was damaged in transit or misdescribed.
- If the returned artwork is damaged or shows signs of excessive handling, we may reduce the refund to reflect the diminished value.
Damaged or non-conforming artworks
Please inspect the parcel upon delivery. If you notice visible damage:
- If possible, ask the courier to note the damage in the delivery report.
- Take clear photos of the outer packaging, inner packaging and the artwork itself.
- Contact us within 48 hours at info@savchenkogallery.com, including your order number and photos.
Statutory consumer rights under Polish and EU law on non-conformity of goods apply.
Depending on the case and legal requirements, you may be entitled to repair, replacement, price reduction or contract termination.
Nothing in this policy limits your mandatory rights as a consumer.