Customer
How do I return an original artwork?
Access your customer account and navigate to the Orders section to locate the artwork you wish to return.
Notify the artist through the Return Request system within 14 days of the item being delivered to your address.
Ensure the artwork is in the same condition as when it arrived and use the original or equivalent protective packaging for the return journey.
Send the physical artwork back to the artist so that it reaches them within 28 days of the original delivery date.
Expect the artist to inspect the piece within 10 working days of receipt to confirm it meets return criteria.
Receive your refund via your original payment method within 14 days of the return being accepted.
Can I return a custom portrait or bespoke commission?
No. Bespoke portraits, custom commissions, and scheduled event photography created to your specific requirements are exempt from the standard 14-day “change of mind” return policy.
Use your dashboard to contact the artist if the physical painting, drawing, or photograph is physically faulty or significantly deviates from the agreed brief.
Provide clear details and photographs of the physical fault to the Agency for review.
How do on-site photography and event bookings work?
When booking a photographer for an event (e.g., weddings or celebrations), all initial project details, requirements, and payments must be managed securely through The Undiscovered Artists portal.
The Agency gathers detailed event information to ensure genuine bookings; however, physical safety and venue management remain the responsibility of the client and photographer at the event location.
How do Virtual Sittings work for clients?
Virtual Sittings are live, digital portrait consultations hosted securely by the Agency via Zoom or Microsoft Teams.
Once your booking is confirmed, you will receive a secure meeting link through your dashboard to discuss your ideas, reference photos, and composition directly with the artist.
All sessions are hosted by the Agency to ensure a safe, professional, and seamless experience for both you and the artist.
Artist
How do I set up Stripe to receive my earnings?
When connecting Stripe through your dashboard:
Business Type: Select Individual / Sole Trader (unless operating as a registered Ltd company).
Website / URL: Simply enter your Artist Store URL on The Undiscovered Artists or your artist Instagram page.
VAT Number: Leave blank unless you are formally registered for VAT with HMRC.
Industry: Select Retail / Other merchandise (or nearest physical goods category).
Product Description: Provide a short summary (e.g., “Original acrylic paintings, fine art prints, and custom photography services”).
Statement Descriptor: Enter your brand or artist name (e.g., Undiscovered Art).
What should I do if Stripe requests ID verification?
If automatic verification fails, ensure your legal name, DOB, and address match your official documents exactly. Stripe may request a quick upload of a government ID (Passport or Driving Licence) and proof of address to activate payouts.
How do I handle live on-site photography assignments?
Attendance at live events is conducted at your own discretion.
Photographers maintain the right to leave or terminate a booking immediately if they experience an unsafe, threatening, or harassing environment.
You are strongly advised to maintain independent Public Liability Insurance (PLI) for on-site event work.
What are the rules for communicating with clients?
Conduct all initial enquiries, project management, and payment processing exclusively through the Agency portal.
Adhere to the safety protocol by completing your Identity Verification before hosting any live Virtual Sittings or taking on-site bookings.
Non-Circumvention: Sharing personal contact details, social media handles, or private payment links in direct messages is strictly prohibited and may lead to account suspension.
Shipping & Third-Party Services
Why should I choose Premium Art Logistics over standard shipping?
Standard courier services may not provide the necessary care for high-value artworks, heavy canvases, or fragile frames. Our curated specialists, such as Crown Fine Art and Crozier, offer “White-Glove” handling and climate-controlled transit.
How do I arrange specialized transit insurance?
While some providers like Convellio offer integrated Ad Valorem insurance up to €1,000,000, you may wish to seek independent coverage through brokers such as Anthony Wakefield & Company, who specialize in fine art. All insurance and third-party terms must be handled directly with the chosen provider.
If you have any further questions not mentioned on the FAQs page, please get in touch. We will continue to add more questions and answers as the undiscovered artists grow as a community.