The moment your artwork arrives marks the beginning of a rewarding relationship with the piece you have chosen. The first steps you take upon delivery help ensure the work is exactly as it should be and protected for years to come. This guide walks you through everything to do once your order arrives, from inspecting the packaging to caring for the work in its new home.
Step 1: Inspect the Packaging on Arrival
Before opening anything, take a moment to examine the outer packaging carefully.
Look for:
- Visible damage — dents, crushing, tears, or punctures to the outer box or tube
- Signs of mishandling — heavy scuffing, water marks, or a misshapen package
- Carrier notes — any markings or comments left by the delivery driver
If you notice obvious damage to the exterior, make a note of it on the carrier's delivery record where possible. This simple observation can prove valuable should any issue emerge once the work is unwrapped.
Step 2: Unpack With Care
Open the package gently and without haste, particularly for framed works, glazed pieces, and works on paper.
A measured approach helps you:
- Avoid accidental contact with the artwork's surface
- Keep all protective materials intact for the time being
- Locate any documentation tucked within the packaging
Set the work on a clean, flat surface as you unwrap it, and handle it by its edges or frame rather than its face.
Step 3: Check the Artwork's Condition
With the work unwrapped, examine it thoughtfully and in good light.
Take time to confirm:
- The surface is intact, with no scratches, dents, tears, or marks
- The frame or edges, where applicable, are undamaged
- Glazing, if present, is unbroken
- The work matches the listing in dimensions, medium, and presentation
A calm, careful inspection now gives you complete peace of mind and ensures the piece has arrived precisely as described.
Step 4: What to Do if the Packaging or Artwork Appears Damaged
Should the packaging show signs of damage or the artwork itself arrive in less-than-perfect condition, there is no cause for concern. Every order is supported, and our team is ready to help.
If you notice an issue:
- Do not discard any packaging — both inner and outer materials may be needed
- Photograph everything — clear images of the packaging and the damage, including close-ups and wider views
- Note your order number and a brief description of what you have observed
- Contact our team promptly so we can guide you through the next steps
Reporting an issue quickly allows us to resolve matters smoothly and on your behalf.
Step 5: Keep the Original Packaging Temporarily
Even when everything appears to be well, retain the original packaging for a short period after delivery.
Holding on to the materials is sensible because:
- They may be needed for any insurance or carrier claim
- They offer ideal protection should you need to move or store the work
- They support a swift resolution in the rare event that an issue arises
Once you are entirely satisfied that the work has arrived in perfect condition and the relevant reporting window has passed, you may dispose of the packaging with confidence.
Step 6: Locate Your Certificate of Authenticity and Documentation
Every original work on ArtRewards arrives with a Certificate of Authenticity (COA), included within the packaging.
When unpacking, look for:
- The signed Certificate of Authenticity, which verifies the work's authorship, medium, dimensions, and edition details, where applicable
- Any additional documentation the artist may have included
Store these documents somewhere safe. The COA is an important record that supports the work's provenance and accompanies the piece throughout its life in your collection.
Step 7: When Everything Is Just Right
If your artwork has arrived in perfect condition, all that remains is to enjoy it. A few thoughtful steps help you display and preserve the piece beautifully.
To settle the work into its new home:
- Choose a considered location, away from direct sunlight, excessive humidity, and heat sources, each of which can affect a work over time
- Hang or place the piece securely, using fixings appropriate to its weight and size
- Allow works on paper and photographs to remain shielded from prolonged direct light to preserve colour
- Dust gently and infrequently, using a soft, dry cloth and avoiding cleaning products on the surface
- Keep your documentation filed safely for future reference
With the right placement and a little care, your acquisition will continue to bring pleasure for many years.
When to Contact Support
Our team is here to help before, during, and after your purchase. To ensure every concern can be fully addressed, please observe the following reporting windows:
- Damage on arrival — report within 7 days of the confirmed delivery date
- Non-delivery — report within 14 days of the estimated delivery date
When you reach out, include your order number, a clear description of the issue, and any supporting photographs. This helps us act quickly and effectively on your behalf. If you are ever unsure whether your situation qualifies, contact us regardless, as we review every case individually.