Frequently Asked Questions

 

I. The Basics

II. Artworks

III. Site Features & Navigation

IV. Pricing & Purchase Policies

V. Shipping & Insurance

VI. Cancellation Policies & Returns 

I. The Basics

What is fineartmultiple™?

fineartmultiple™ puts the variety and professional expertise of an international art fair into the hands of the collector. fineartmultiple™ gives access to the wealth of contemporary art from around the world, providing an online marketplace unlike any other. You can browse, buy, and sell artwork and feel secure in knowing that the work is 100% authenticated and just a click away from being sent straight to your door.

Who does fineartmultiple™ partner with?

fineartmultiple™'s partners are internationally renowned fine art galleries and producers as well as reputable dealers in modern and contemporary art. Click here to find out more about our partners.

How can I stay connected with fineartmultiple™? 

Stay up to date with fineartmultiple™'s activities by signing up to our weekly newsletter or by following us on Instagram, Facebook, and Twitter.

II. Artworks

How do you guarantee that the artworks are authentic?

fineartmultiple™ only sells original artworks. All works available on our platform are signed by the artist or are accompanied by an artist-issued certificate of authenticity. Additionally, the FAM Proof of Originality guaranteeing the sound provenance of the artwork is provided with every purchase along with a condition report. For details about what certification is included with your purchase, please check the "Service Details" section on the individual artwork page.

What is a FAM-E Number?

Every artwork on our platform is automatically assigned a unique FAM-E reference number which serves as an inventory number and is marked on the Proof of Originality issued by fineartmultiple™. Please note that if you ever choose to resell your purchased artwork on our platform you will have to produce this number as a guarantee of its authenticity.

Who can I contact if I would like to know more about an artwork I am interested in?

Our Collector Services team would be happy to answer all your questions and queries concerning the artwork. Contact us on +49 (0)30 2363 0280 or by email at [email protected]. We are there for you Monday to Friday from 9am to 6pm CET.

Can I see the artwork in person before buying it?

As our partners are located worldwide we are unable to offer our clients the opportunity to see the artwork in person before purchasing it. However, with our website's 3D viewing option "View in a Room" you will be able to get an idea of the size and proportions of your selected item. You can also download the free fineartApp onto your smartphone or iPad, allowing you to preview works of art in your own home.

Does fineartmultiple™ offer any framing services?

We do not offer professional framing services as this would increase both the risk of damaging the artwork during shipping and the transport costs due to additional weight. Our customers' wishes also vary greatly in terms of framing. We would, however, be happy to ship your new purchase to your local framer. Please make sure to indicate your framer's address as your shipping address at the time of purchase. To add a framers address to your account make sure you are signed in and click "Account" in the top right of the website. In your Address Book click "Manage Addresses". In the new window view, click the "Add new Address". Before saving the new address make sure you tick the "Use as my framer address" at the bottom of the page.

What do I get with my artwork? The After Sales Package.

Before your artwork arrives, fineartmultiple™ provides you with an exclusive After Sales Package. This will include your invoice, the terms and conditions of the partner gallery, the FAM Proof of Originality, a condition report, instructions on how to unpack your artwork, and a pair of white art handling gloves.

How should I unpack and handle art?

Extra care must always be taken when unpacking and handling artworks as they are highly prone to scratches and fingerprints. Removing the work from the provided packaging without gloves could cause irreparable damage to it, e.g. if a fingerprint is visible, the so-called "moon". This would make returning the work impossible. Always use the gloves provided or an equivalent form of protection when handling artworks. Photographs, prints, and other works may not be exposed to sunlight either directly or in part, installed over heating ducts or radiators, or subjected to humidity levels exceeding those of the typical living space. Accordingly, photographs, prints and other works are not suitable for outdoor areas, basements, bathrooms, and kitchens.

Can I resell artworks on fineartmultiple™?

Yes. We provide registered users with the opportunity to resell artworks bought through fineartmultiple™ after a holding period of 6 months and by using fineartmultiple's shipping and insurance services only. However, if you have a collection or an important contemporary artwork, feel free to contact us at [email protected]. Please note that in such cases we will have to have the works examined by an expert.

I want to take my collection further—can you give me some advice?

If you wish to develop your collection, just get in touch with our curatorial team at Collector Services. For additional art market tips, trends, and insights visit our Magazine.

III. Site Features & Navigation

Do I have to register to make a purchase on fineartmultiple™?

You do not have to register to view artworks for sale. Should you decide to purchase an artwork, however, you will be prompted to register during checkout.

What are the advantages of registering with fineartmultiple™?

Your account allows you to view your order history and sales history, edit your profile and manage your collection as well as make changes to your account information and store alternative addresses for shipping artworks to your framer or family and friends.

What do I do if I forgot my password?

You can reset your password by clicking "Log in" located in the top bar of the website and then "Forgot password?". You will be asked to enter your email address to which a temporary password will be sent. You can then sign in and change your password under “Contact Information”.

How do I close my account with fineartmultiple™?

You can close your account at any time by writing to us at [email protected]. If you want to remain invisible for a certain period, you can disable your profile under “My Profile” in your account.

How do I unsubscribe from the newsletter?

You can unsubscribe from all our newsletters by clicking "Unsubscribe" at the bottom of every newsletter or by going into your account under "Account Settings" click "Subscriptions".   

IV. Pricing & Purchase Policies

How are prices determined?

fineartmultiple™ offers the finest contemporary artworks at the best market prices, entirely free of surcharges. The prices we give are the gallery’s own prices, offering you the highest degree of transparency in the purchasing process.

Can I change the online currency settings?

The entire website can be viewed in Euros, U.S. Dollars, British Pounds, or Swiss Francs. The default currency setting depends on your IP address. To change the currency viewing options, click the currency drop-down menu located to the right of the site header and select your preferred currency. Prices of artworks are given in the currency of the partner gallery.

Can I pay in my local currency?

At fineartmultiple™ prices of artworks are given in the currency of the partner gallery and must be paid in that currency for legal reasons.

What payment methods does fineartmultiple™ accept?

We accept payments from Visa and Mastercard. You also have the option of advance payment by wire transfer. If you have further questions, please contact Collector Service directly and we will be happy to walk you through the next steps.

Is my personal data safe if I purchase something at fineartmultiple™?

fineartmultiple™ places the utmost importance on confidentiality and as a matter of principle never discloses your personal data to third parties. Your data is securely handled and never visible to any other users of our website. Read more about this in our Privacy Policy.

Is my credit card data safe if I purchase something at fineartmultiple™?

We do not store credit card data. Your credit card details are exclusively stored by the responsible credit card provider Six Payment Services AG, Switzerland and/or your bank. You enter your details on the server of the responsible credit card provider, and not on the fineartmultiple™ server. 

How is my transaction secured on the fineartmultiple™ website?

Your transaction is secured by SSL Secure Payment. Our customers can complete transactions knowing that any information shared is within a secure environment and authenticated by a trusted Certificate Authority. To learn more about our GlobalSign SSL Secure Site Seal, please click here.

When will you debit my account?

Your account will be debited as soon as we confirm the purchase to you. Up to that point we only make a reservation of the purchase amount on your credit card, as you may have experienced when making a hotel booking. We do this to ensure the artwork is available, in excellent condition, and ready to be shipped. Please note that this might take up to 24 hours.

Where is my invoice?

Upon completing your order you will receive an electronic invoice via email. You will also receive a hard copy in the post in your After Sales Package.

How do I estimate duties and taxes on my purchase?

European Union

All shipping and insurance costs, duties and taxes are viewable upon checkout. These fees will vary according to your shipping address as they are charged in adherence to your country's current rates. To calculate duties and taxes on your order, add the item to your shopping cart and enter your address on your Cart page.

Non-EU

All shipping and insurance costs are viewable upon checkout. These fees will vary according to your shipping address as they are charged in adherence to your country's current rates. You will receive a separate invoice by our carrier for any import taxes and VAT, subject to your local VAT. Please be aware of paying these custom duties to the carrier, as the artwork will only be delivered to you after customs clearance.  

V. Shipping & Insurance

How will my purchase be delivered?

Artworks are professionally packaged by the gallery or publisher. Packaging and delivery method will vary according to the type of work.

Where does fineartmultiple™ ship to?

We ship worldwide. Designated art shipping carriers may be required for certain countries.

Which shipping carriers does fineartmultiple™ use?

fineartmultiple™ works with FedEx Art Transportation Services for all purchases under 25,000.00 EUR and up to a weight of 15 kilograms. For purchases that exceed this amount we use designated art shipping carriers. Both are reputable full service carriers with premium 24/7 shipment monitoring. In the case of purchases exceeding 25,000.00 EUR fineartmultiple™ will be notified during the checkout process, provide a shipping quote, and contact you with further information on the process.

How are shipping costs calculated?

In addition to the shipping address, shipping costs will vary depending on the price, the dimensions, and the weight of the artwork purchased. To calculate the shipping costs, just add the item to your shopping cart and enter your address on your Cart page.

When will my order be dispatched and delivered?

Processing and shipping times depend on the origin and the destination of the artwork purchased. Parcels are generally dispatched within 5-10 working days. Please allow a maximum of 21-30 working days. You will receive an electronic notification and tracking number via email once your purchase has been dispatched.

Why might a shipment be delayed?

Shipments might be delayed for a number of unforeseen reasons e.g. problems with customs clearing procedures. This process might take up to 30 days. Please make sure to check your country's international shipping policies before making an order. fineartmultiple™ is not liable for any costs incurred.

Does fineartmultiple™ offer expedited delivery?

At this time we cannot guarantee rush delivery. However, if you are in need of expedited shipping, please contact Collector Services, and we will do our best to accommodate your request. 

Can I combine multiple items into one shipment?

At this time we cannot accommodate combined shipments.

Why do I have to sign for my package?

Due to the valuable nature of the artworks, all parcels must be accepted and signed for upon delivery. fineartmultiple™ is not responsible for any parcel left unattended.

How is shipping insurance calculated?

Our basic shipping insurance will be applied upon check out and covers door-to-door handling. Any risk of physical damage to or loss of the artwork due to any external causes during transport is therefore insured.  

VI. Cancellation Policies & Returns

How long do I have to return a purchase?

If you are a customer living in the European Union, the legal return period is 14 days after receipt of your order. Please note that returns are only possible if in accordance with the Terms & Conditions of the seller and with a return authorization number (RAN) issued by fineartmultiple™ due to insurance reasons.

How do I return an artwork?

Please contact our Collector Services first! If in accordance with the Terms & Conditions of the seller, we will provide you with a return authorization number (RAN). Please note that you cannot return the artwork without a RAN number, as in this case the artwork will not be insured. It is mandatory to use the same carrier for returns. fineartmultiple™ is not responsible for any damages or loss occurring through unauthorized return shipping and will in this case not be able to release your refund.

Please keep the original packaging the artwork was sent to you in or send back the artwork in equally appropriate packaging for return shipping.

I appear to have received the wrong item. What do I do?

Immediately contact Collector Services with your order number and a description of what was mistakenly delivered. We will walk you through the return process and track down the original artwork you have purchased.

What should I do if I receive a damaged item?

All damaged items must be reported within 24 hours of delivery. To file a damage report, please send detailed photographs of the damage to Collector Services, along with your name, order number, artist, artwork title, and FAM-E number.

We will provide a return authorization number (RAN) and will work with you to order a replacement. Please note that you cannot return the artwork without a RAN number as the artwork would not be insured. It is mandatory to use the same carrier for returns. fineartmultiple™ is not responsible for any damages or loss occurring through unauthorized return shipping.

Can I have a return item picked up at my house or place of business?

Yes. All return items will be picked up for return shipping by fineartmultiple™ through a carrier assigned by us.

When will I get my money back?

Your refund will be released as soon as the return has been processed, after approximately 30 days. The funds will be returned to the account or credit card used for the purchase.

Please note that the costs of return shipping and insurance will be deducted from your deposit.

If you have any other questions please do not hesitate to contact our Customer Service Hotline on +49 (0)30 2363 0280 or by email [email protected]. We are available for you Monday to Friday from 9am to 6pm CET.