Help Center

Shipping destinations:

• We ship only in Europe.

Shipping times:

• The painting of the Artworks usually may take up to 1-2 week(s), depending on the amount of orders we have. After the artwork is finished and carefully checked for important points, it is shipped within 1 day. The shipping usually takes up to 1 week. Of course, this depends on the crew of the postal company we work with. This part of the delivery is, unfortunately, out of our control.  The ArtWorks are safely shipped and delivered via DHL Express, FexEX or UPS. The postal company we work with depends on the country of destination. Shipping time may also vary depending on location laws and other factors.

Shipping cost:

• All orders are free of shipping costs.

• Note that once you have placed an order with us, it cannot be changed or cancelled. This is because the order is processed immediately and the painting work starts immediately. The ArtWorks are handmade. By starting the painting work immediately, we can ensure that the order times are as short as possible.

Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy:

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
• Timing: we have a 14-days Return & Exchange Policy, since the day item was received.
• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
• For returns, please email info@artsbysantos.com with the subject 'Returns' and include your order number, name and the reason for the return.
• We will provide customers with instructions where to send the goods to return. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
• Please note that customers are responsible for shipping costs of returned items.
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

International taxes might be applied depending on your country's taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

The customs value is made up of:

• the price paid for the goods,
• the insurance cost,
• the shipping cost.

We will cover the possible customs clearance costs for you. Please contact our customer service team for this.

As soon as your ArtWork is ready to be shipped out we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please note, that it can take some days before the tracking information is uploaded. You will also be able to track your order on our website.

1. Keep your artwork out of direct sunlight. Your artwork might have a protective layer of varnish, but it is still possible for it to crack or fade if subjected to bright sunlight for long periods of time.
2. Do not lean anything against the surface of a canvas. Objects near a painting may not seem sharp enough to pierce the canvas, but it is always surprising what will cause a scratch or a rip. Prevent accidents and store your artwork away from anything that might press against the surface. Try not to lean your artwork on one another when storing them. Separate them with pieces of cardboard to avoid damage.
3. Dust your artwork with a clean, soft rag occasionally to prevent dust buildup. Don't use cleaning products or water!
4. Hang your artwork away from very busy and possibly messy areas. Over time, artworks can accumulate a thin layer of dust and pollutants, airborne grime from cooking oils, particles from smoking and insect specks. If there is a place to display your piece away from these things, or where it will be somewhat less exposed, try to position it there.
5. Wrap your artwork well if you plan to transport it. Be sure to put a heavy piece of cardboard over the front and back to protect it. Then bubble wrap and place in a suitable heavy cardboard box. Rough handling can damage both the painting and the frame so pack it securely.
6. Try to avoid subjecting your artwork to extreme changes in atmosphere. Avoid excessive dryness, humidity, heat or cold. All of these conditions can affect the state of your artwork in a negative way (canvas puckering, paint cracking, etc.).
7. If your artwork does get damaged, don't fix it yourself. Contact us for a referral or look up a qualified conservator on your own. Amateur repairs can reduce the value of your artwork drastically.
8. Do not frame your artwork on canvas under glass, because canvas needs to breathe, if it is framed under glass you may trap moisture inside the frame. Canvases experience small, subtle shifts over time due to mild atmospheric changes, so it is best to leave them without glass to allow them to flow with these slight changes.
9. Do not cover your artwork with plastic for long periods of time. If there is humidity in the air, they may start to grow mold. Cotton sheets are best for keeping dust away.
10. Check the condition of your artworks periodically. Many people put up a artwork and forget about it, until they notice that it has been damaged. If a artwork is fading or cracking, a brief peek at it can prompt you to move it to a better place and avoid damaging it further.