Client Care

Choose an artwork or picture frame, select the available options shown on the product page, review the measurements and price, then proceed through checkout. An order is accepted only after Artlerie issues an order confirmation or otherwise confirms acceptance.

Contact Client Care as soon as possible. We will try to help before production, printing, cutting, framing, packing or dispatch begins. Because many Artlerie products are prepared or made to the customer’s selected specifications, changes or cancellations may not be possible after work has started. This does not limit any mandatory rights available under applicable law.

Use the status information in your account or order emails. For a direct update, send us your order number, name and the email or phone number used at checkout.

Available payment methods are displayed at checkout. Payment must be successfully authorised before production or dispatch. Your bank or payment provider may apply its own verification, currency-conversion or processing rules.

We may decline or cancel an order when a product is unavailable, information or pricing contains an obvious error, payment cannot be verified, the requested specification cannot be produced safely, or the transaction appears unlawful or fraudulent. Any amount already collected for a cancelled order will be handled in accordance with applicable law and the payment provider’s processing times.

Artlerie offers fine-art reproductions and related framing products. The exact print medium, dimensions, finish and framing options available for an artwork are shown on its product page.

No screen can reproduce a physical print with perfect accuracy. Display calibration, brightness, paper, ink, glazing and ambient light can all affect appearance. We aim for a faithful result, but modest differences in colour, tone, crop or texture are normal and are not automatically defects.

Product pages should identify whether a measurement refers to the printed image, paper sheet, mount opening or finished outside frame. Review the selected configuration carefully before checkout. Contact us before ordering whenever a measurement is unclear.

This depends on the configuration selected on the product page. Your order summary and confirmation should state whether the item is a print only, a framed print, or an empty frame.

Handle with clean, dry hands and avoid touching the printed surface. Keep the work away from direct sunlight, persistent humidity, heat sources, smoke and water. Use suitable glazing and backing, and do not use household cleaners directly on the print or mount.

Unless a product page expressly says otherwise, Artlerie reproductions are not original works and are not represented as hand-signed or limited editions. Any edition, signature, certificate or provenance claim will be stated specifically on the relevant product page.

Artlerie intends to offer selected frames as standalone products. Where the frame-only option is active, the product page will state what is included and will request the dimensions needed for manufacture. Until that option appears, contact Client Care before placing a frame-only order.

Our initial frame-only offering is intended for flat works on paper, including prints, photographs, posters and drawings. Canvas, stretched textiles, objects and unusually thick works are not currently supported unless Artlerie confirms otherwise in writing.

Measure the exact width and height of the physical paper artwork in millimetres. Do not estimate from a digital file or include an existing frame. If a mount is requested, provide the artwork dimensions and let Artlerie or the supplier calculate the appropriate opening and allowance. Because custom dimensions affect production, contact us before ordering whenever you are uncertain.

The included components will be listed on the product page and may vary by frame. A complete paper-art frame may include the assembled moulding, glazing, mount where selected, backing, retaining hardware and hanging hardware. Do not assume an item is included unless it appears in the product description or order confirmation.

No. Artlerie does not currently accept customers’ physical artworks for fitting or installation. Standalone frames are supplied for the customer or a local professional to fit.

Not at present. Canvas and deep-profile framing require different construction, depth and tolerances. Artlerie will only introduce those products after the relevant specifications and supplier process have been approved.

A frame made to dimensions supplied by the customer may not fit if those dimensions are inaccurate. Contact us immediately if you notice an error. Whether a correction, remake or adjustment is possible will depend on production status, cost, applicable law and the circumstances of the order.

The timing depends on the payment method. Payment may be authorised or collected at checkout, while some methods may show a temporary pending amount. Production may be held until payment is confirmed.

The checkout should show the product price and any disclosed delivery charge, taxes or other applicable amounts before the order is submitted. An obviously incorrect price caused by a technical or human error may be corrected before acceptance, subject to applicable law.

Order confirmation and payment records will be sent electronically when available. Tax invoices are issued in accordance with the information provided and applicable invoicing requirements. Please provide accurate billing details.

Card or bank credentials are generally processed by the selected payment provider rather than being stored directly by Artlerie. Artlerie may retain transaction references, payment status and limited billing information needed to fulfil the order, prevent fraud, provide support and meet legal obligations.

During the initial operating period, delivery is primarily arranged within Vietnam. Availability for a particular address, remote area, oversized product or international destination must be confirmed before acceptance.

The method, timing and charge depend on the destination, dimensions, weight, fragility and order value. Artlerie may contact you directly to confirm arrangements. Any estimate is an estimate unless a guaranteed service is expressly stated in writing.

Check the exterior packaging before accepting or opening the parcel. Photograph any crushed, torn, wet or punctured areas, then photograph the item and internal packaging while unpacking. Keep all packaging until the matter is resolved.

Contact Client Care promptly with your order number, photographs of the packaging, photographs of the item and a description of the problem. Do not discard packaging or attempt repairs before receiving instructions. We will assess whether repair, replacement, collection, refund or another remedy is appropriate under the circumstances and applicable law.

Contact us for an update. Delays can arise from production, weather, carrier operations, address issues, access restrictions or exceptional events. We will provide the information available to us and assist with the carrier where reasonably possible.

Contact Artlerie before sending anything back. Eligibility depends on the product, whether it was made or configured to the customer’s specifications, its condition, the reason for the request, and applicable mandatory consumer rights. No return is authorised until Artlerie provides instructions.

Custom-sized, cut, mounted, printed or framed products may be difficult or impossible to resell. Artlerie may limit discretionary change-of-mind returns for such products where permitted by law. This does not remove rights relating to defective, misdescribed, damaged or otherwise non-conforming goods.

Notify Client Care promptly and provide the order number, clear photographs, packaging photographs and a detailed description. Artlerie may request further information or inspection before deciding the appropriate remedy.

Use the Contact Us section below and select “Return or exchange.” Do not ship an item until you receive written instructions, the correct return address and any required reference. Unauthorised returns may be delayed or refused where legally permitted.

Responsibility depends on why the item is being returned and on applicable law. Where Artlerie confirms that an item is defective, damaged in transit, incorrect or otherwise non-conforming, Artlerie will explain the approved return or collection arrangement. For an accepted discretionary return, the customer may be responsible for reasonable return costs.

After the item or evidence has been assessed and the remedy approved. Refund timing also depends on the original payment method and financial provider. Artlerie will communicate the decision and expected next step in writing.

Unless the issue is a defect or damage, the item should be unused, complete and protected in its original packaging with all components and documentation. Any handling beyond what is reasonably necessary to inspect the item may affect eligibility or value where permitted by law.