Effective Date: 12 August 2025

Last Updated: 2 August 2026

Welcome

Welcome to the Art is Lit Shipping Policy.

At Art is Lit, we believe that every delivery is more than a parcel—it’s a piece of someone’s creativity making its way to a new home.

Whether you’re a Seller carefully preparing your Artwork for dispatch or a Buyer eagerly waiting for a special delivery, we want every order to arrive safely, securely, and in the condition it was intended.

Most deliveries are completed without any problems, and we genuinely hope yours will be one of them.

This Shipping Policy has been created to help Buyers, Sellers, and Art is Lit work together to ensure that every order is packaged with care, dispatched responsibly, and delivered as smoothly as possible.

If something unexpected does happen, we’re here to help guide everyone towards a fair and practical solution.

Our Shared Responsibility

Safe delivery begins long before a parcel reaches the courier.

Every member of our community has a role to play.

Sellers are encouraged to package Artwork carefully, choose suitable delivery services, and provide accurate shipping information.

Buyers should ensure that delivery details are correct, monitor tracking where available, and inspect their Artwork promptly after delivery.

Art is Lit is committed to providing a trusted marketplace, supporting communication between Buyers and Sellers, and helping to resolve genuine delivery concerns fairly.

By working together, we can reduce unnecessary delays, minimise damage, and create a better experience for everyone.

A Message to Our Sellers

Every piece of Artwork you create represents your time, passion, and creativity.

Before handing it to a delivery company, please take a few extra moments to protect your work.

Whenever reasonably possible, we strongly encourage Sellers to:

package Artwork using suitable protective materials appropriate for its size, weight, and fragility;
protect frames, glass, ceramics, sculptures, and other delicate items with extra care;
include certificates of authenticity or accompanying items where applicable;
clearly label fragile packages where appropriate;
use a reliable tracked delivery service;
consider purchasing appropriate insurance for valuable or one-of-a-kind Artwork;
retain proof of postage and tracking information until the transaction has been completed; and
keep Buyers informed if unexpected delays occur.

These simple steps help protect your Artwork, provide reassurance to Buyers, reduce disputes, and make it much easier to investigate any unexpected delivery issues.

A little extra care before dispatch can prevent disappointment later and helps preserve the trust that connects artists with collectors around the world.

About This Policy

This Shipping Policy explains:

the responsibilities of Buyers and Sellers during the shipping process;
packaging expectations;
dispatch timeframes;
delivery methods;
tracking and proof of postage;
international shipping;
delayed, lost, or damaged deliveries;
shipping costs; and
how Art is Lit supports the fair resolution of delivery issues.

Our aim is not simply to move Artwork from one place to another.

Our aim is to help every piece arrive safely so that Buyers can purchase with confidence and Sellers can share their creativity with peace of mind.

2. Shipping Responsibilities

At Art is Lit, successful delivery is a shared responsibility.

Every order involves the combined efforts of the Seller, the Buyer, the delivery provider, and Art is Lit.

By working together, we can help ensure that Artwork arrives safely, on time, and in the condition intended.

2.1 Seller Responsibilities

Sellers play an important role in protecting their Artwork during transit.

Sellers are expected to:

prepare Artwork carefully before dispatch;
package Artwork appropriately for its size, weight, value, and fragility;
use suitable protective materials to reduce the risk of damage during transit;
dispatch orders within the handling time stated in their listing;
provide accurate shipping information;
use a reliable tracked delivery service wherever reasonably possible;
consider purchasing appropriate shipping insurance for valuable, fragile, or one-of-a-kind Artwork;
provide Buyers with tracking information where available;
retain proof of postage until the Buyer Inspection Period has ended and the transaction has been completed; and
communicate promptly if unexpected delays occur.

Taking these steps helps protect your Artwork, your reputation as a Seller, and your Buyer.

2.2 Buyer Responsibilities

Buyers also play an important role in ensuring a successful delivery.

Buyers are expected to:

provide a complete and accurate delivery address;
monitor tracking information where available;
make reasonable arrangements to receive their delivery;
inspect the Artwork promptly after delivery;
report any genuine delivery issues as soon as reasonably possible;
retain the original packaging until they are satisfied with their purchase; and
cooperate if additional information is required to investigate a delivery issue.

2.3 Art is Lit’s Responsibilities

As the marketplace, Art is Lit is committed to:

providing a secure platform for Buyers and Sellers;
supporting communication where appropriate;
helping resolve genuine delivery concerns fairly;
reviewing evidence objectively where disputes arise;
protecting honest Buyers and Sellers; and
continually improving the marketplace experience.

While Art is Lit facilitates transactions and supports dispute resolution, we are not the courier or delivery provider and cannot guarantee delivery times or courier performance.

2.4 Delivery Provider Responsibilities

Delivery providers are responsible for transporting Artwork from the Seller to the Buyer.

Although Art is Lit does not control courier operations, we encourage the use of reputable delivery services that provide:

parcel tracking;
delivery confirmation;
appropriate compensation options;
secure handling; and
reliable customer support.

Choosing a suitable delivery provider helps reduce delays, minimise the risk of loss or damage, and provides valuable evidence should an investigation become necessary.

2.5 Working Together

Most deliveries are completed successfully because everyone plays their part.

Clear communication, careful packaging, accurate information, and prompt action when problems arise all help create a better experience for our community.

By working together with honesty, care, and respect, Buyers, Sellers, and Art is Lit can help ensure that every piece of Artwork reaches its new home safely.

Our Commitment

Every successful delivery is another connection between an artist and someone who appreciates their creativity.

Our goal is to support that journey by encouraging good communication, careful preparation, and responsible shipping practices.

Together, we can help protect every piece of Artwork, reduce unnecessary disputes, and build a marketplace where creativity travels safely from one pair of hands to another.

3. Packaging and Preparing Artwork for Dispatch

Every piece of Artwork deserves to arrive safely and in the same condition in which it left the artist’s hands.

Careful packaging is one of the most effective ways to protect Artwork during transit and helps create a positive experience for Buyers while reducing the risk of damage, delays, and disputes.

At Art is Lit, we encourage every Seller to package their Artwork with the same care and attention that went into creating it.

3.1 Pack with Care

Before dispatching an order, Sellers should take reasonable steps to ensure that the Artwork is properly protected for its journey.

Whenever reasonably possible, Sellers are encouraged to:

choose packaging that is suitable for the size, weight, and fragility of the Artwork;
use sufficient protective materials to prevent movement during transit;
protect corners, frames, glass, ceramics, sculptures, and other delicate features;
use clean, dry packaging materials that are appropriate for the Artwork;
consider weather-resistant packaging where appropriate; and
ensure the Artwork is securely sealed before dispatch.

Careful packaging helps protect both the Artwork and the Seller’s reputation.

3.2 Certificates and Accompanying Items

Where applicable, Sellers should include any items described in the listing, including:

certificates of authenticity;
care instructions;
hanging hardware;
presentation boxes;
artist information cards; or
any other accessories included with the purchase.

Checking that all items are included before dispatch helps prevent unnecessary enquiries and disputes.

3.3 Photograph Before Dispatch

For valuable, fragile, limited edition, or one-of-a-kind Artwork, we strongly encourage Sellers to take clear photographs of:

the Artwork before packaging;
the protective packaging;
the packaged parcel; and
the shipping label once attached.

These photographs can provide valuable evidence if a delivery issue or dispute arises.

3.4 Choosing a Delivery Service

Whenever reasonably possible, Sellers should:

use a reliable tracked delivery service;
consider purchasing appropriate insurance for valuable Artwork;
obtain proof of postage;
keep tracking information until the transaction has been completed; and
provide tracking details to the Buyer promptly where available.

Choosing an appropriate delivery service helps protect everyone involved and makes it easier to investigate unexpected delivery issues.

3.5 Environmental Responsibility

Art is Lit encourages Sellers to package Artwork responsibly.

Where practical, Sellers are encouraged to:

reuse suitable packaging materials;
choose recyclable or sustainably sourced packaging where possible;
avoid unnecessary packaging waste; and
balance environmental responsibility with the need to protect Artwork during transit.

We believe that caring for creativity also includes caring for the environment wherever reasonably possible.

3.6 Our Commitment

Every parcel leaving an artist’s studio carries more than an Artwork—it carries creativity, craftsmanship, and the excitement of someone waiting to receive it.

By taking a little extra care before dispatch, Sellers help protect their work, reduce avoidable problems, and create a better experience for every Buyer.

Together, we can ensure that every Artwork begins its journey with the care and attention it deserves.

4. Dispatch and Processing Times

At Art is Lit, we understand that waiting for a new piece of Artwork is exciting.

Whether you are purchasing an original painting, a handmade ceramic, a limited edition print, or a commissioned piece, clear communication about dispatch times helps create a positive experience for everyone.

Our aim is to ensure that Buyers know what to expect while giving Sellers a reasonable amount of time to carefully prepare, package, and dispatch their Artwork.

4.1 Seller Processing Times

Each Seller is responsible for stating an accurate processing time within their listing.

Processing time is the period between an order being placed and the Artwork being handed to the chosen delivery provider.

Processing times may vary depending on factors such as:

whether the Artwork is ready for immediate dispatch;
the time required to prepare or personalise the Artwork;
drying, glazing, framing, or finishing processes;
quality checks before dispatch; and
other reasonable preparation requirements.

Buyers should review the estimated processing time before placing an order.

4.2 Dispatch Expectations

Sellers should make every reasonable effort to dispatch orders within the processing time stated in their listing.

If unexpected circumstances arise that may delay dispatch, Sellers should notify the Buyer as soon as reasonably possible and provide an updated estimated dispatch date where available.

Clear communication helps maintain trust and often prevents unnecessary concerns.

4.3 Commissioned and Made-to-Order Artwork

Commissioned, personalised, and made-to-order Artwork often requires additional time.

Estimated completion dates should be agreed between the Buyer and Seller before or shortly after the order is accepted.

As creative work can sometimes involve unforeseen challenges, reasonable adjustments to estimated completion dates may occasionally be necessary.

Where delays occur, Sellers should keep Buyers informed throughout the process.

4.4 Delays Beyond the Seller’s Control

Sometimes delays occur for reasons outside the Seller’s reasonable control.

Examples may include:

severe weather;
courier disruption;
supplier shortages;
illness;
natural disasters;
customs delays; or
other exceptional circumstances.

Where possible, Sellers should notify Buyers promptly and provide updates as new information becomes available.

4.5 Buyer Expectations

Buyers are encouraged to remember that many items sold through Art is Lit are handmade, individually created, or produced in small quantities.

Creating original Artwork often takes time, care, and attention to detail.

A little patience helps artists focus on producing work of the highest quality rather than rushing the creative process.

4.6 Our Commitment

We believe that good communication is one of the most important parts of excellent customer service.

By providing realistic processing times, keeping Buyers informed, and being understanding when genuine delays occur, we can create a marketplace where expectations are clear and trust continues to grow.

Every Artwork is worth waiting for, and every Buyer deserves to know where their order stands throughout its journey.

5. Delivery and Tracking

At Art is Lit, we believe that good communication doesn’t end when an Artwork is dispatched.

Keeping Buyers informed throughout the delivery journey helps build confidence, reduces unnecessary concerns, and creates a positive experience for everyone.

Whenever reasonably possible, we encourage Sellers to use delivery services that provide tracking, as this helps protect Buyers, Sellers, and the Art is Lit community if unexpected issues arise.

5.1 Tracked Delivery

Where available and reasonably practical, Sellers are strongly encouraged to use a tracked delivery service.

Tracked delivery provides valuable information, including:

confirmation that the Artwork has been dispatched;
updates throughout the delivery journey;
estimated delivery dates where available;
confirmation of delivery; and
evidence that may assist if a delivery issue or dispute arises.

Although tracking is not always available for every delivery service or destination, it is considered best practice, particularly for valuable, fragile, limited edition, or one-of-a-kind Artwork.

5.2 Sharing Tracking Information

Where tracking is available, Sellers should provide the Buyer with the tracking details as soon as reasonably possible after dispatch.

Providing tracking information allows Buyers to:

monitor the progress of their order;
prepare for delivery;
identify unexpected delays; and
contact the delivery provider where appropriate.

Keeping Buyers informed helps reduce unnecessary enquiries and improves confidence throughout the delivery process.

5.3 Delivery Timeframes

Estimated delivery dates are provided for guidance only.

Actual delivery times may vary depending on factors such as:

the delivery service selected;
destination;
customs procedures;
weather conditions;
public holidays;
operational delays experienced by the courier; or
other circumstances beyond the reasonable control of the Seller or Art is Lit.

While Sellers should dispatch orders within their stated processing times, Art is Lit cannot guarantee courier delivery times.

5.4 Missed Deliveries

If a delivery attempt is unsuccessful, Buyers should follow the instructions provided by the delivery service.

This may include:

arranging a redelivery;
collecting the parcel from a local collection point;
contacting the delivery provider; or
following any other instructions issued by the courier.

Failure to collect or rearrange delivery within the time allowed by the courier may result in the parcel being returned to the Seller.

5.5 Proof of Delivery

Where available, proof of delivery may include:

courier tracking updates;
delivery confirmation;
signature on delivery;
delivery photographs;
GPS delivery records; or
other information provided by the delivery service.

Proof of delivery is an important part of the evidence that may be considered if a delivery issue or dispute arises.

It does not automatically determine the outcome of a claim, as Art is Lit may consider all relevant evidence available.

5.6 Our Commitment

We understand that waiting for a special piece of Artwork can be exciting.

By encouraging reliable delivery services, sharing tracking information promptly, and communicating openly throughout the delivery journey, we aim to make every delivery as smooth and reassuring as possible.

Every update brings an Artwork one step closer to its new home, and every successful delivery strengthens the trust between artists, Buyers, and our creative community.

6. International Shipping

Art is Lit welcomes Buyers and Sellers from around the world.

International shipping allows artists to share their creativity beyond borders and gives Buyers the opportunity to discover unique Artwork from different countries and cultures.

While international deliveries can take a little longer and involve additional processes, good preparation and clear communication help create a positive experience for everyone.

6.1 Seller Responsibilities

Sellers offering international shipping are encouraged to:

provide accurate shipping information in their listings;
package Artwork securely for international transit;
complete customs documentation accurately where required;
use reliable tracked delivery services whenever reasonably possible;
consider appropriate insurance for valuable, fragile, or one-of-a-kind Artwork;
comply with applicable export laws and regulations; and
keep Buyers informed of any known delays.

Providing accurate information helps reduce customs delays and unnecessary complications.

6.2 Buyer Responsibilities

Before placing an international order, Buyers should:

check whether international shipping is available;
ensure that the delivery address is accurate and complete;
familiarise themselves with any import requirements in their country;
be aware that customs authorities may inspect international shipments; and
monitor tracking information where available.

Buyers are responsible for ensuring that the Artwork can legally be imported into their country.

6.3 Customs Duties, Taxes and Import Charges

International orders may be subject to:

customs duties;
import taxes;
VAT or sales taxes;
customs clearance fees;
brokerage charges; or
other government-imposed fees.

Unless otherwise stated in the listing or required by applicable law, these charges are the responsibility of the Buyer.

Art is Lit recommends that Buyers check with their local customs authority before placing an international order if they are unsure about potential charges.

6.4 Customs Delays

Customs processing times vary between countries and are outside the control of the Seller, the delivery provider, and Art is Lit.

Although we understand that delays can be frustrating, customs inspections do not necessarily indicate a problem with the shipment.

We encourage Buyers and Sellers to remain patient and communicate openly while waiting for customs clearance.

6.5 Restricted and Prohibited Items

Some countries restrict or prohibit the import of certain materials, products, or cultural items.

Sellers should ensure that they are legally permitted to export the Artwork.

Buyers should ensure that the Artwork may legally be imported into their country.

Art is Lit reserves the right to remove listings or cancel transactions where required to comply with applicable laws or regulations.

6.6 Our Commitment

Art has the unique ability to connect people across cultures, countries, and communities.

Our goal is to make international shipping as transparent and straightforward as possible by encouraging clear communication, careful preparation, and responsible shipping practices.

By working together, Buyers, Sellers, and Art is Lit can help ensure that creativity travels safely across borders and reaches its new home with confidence.

7. Delayed, Lost and Undelivered Shipments

At Art is Lit, we understand that waiting for a piece of Artwork can be exciting, and unexpected delays can be disappointing.

Most deliveries arrive safely and on time. However, courier delays, weather conditions, customs procedures, and other unforeseen circumstances can occasionally affect delivery times.

When this happens, our goal is to encourage clear communication, careful investigation, and a fair resolution while protecting the interests of Buyers, Sellers, and our creative community.

7.1 If Your Delivery Is Delayed

If your Artwork has not arrived within the estimated delivery timeframe, we recommend that Buyers first:

check the tracking information where available;
review any delivery updates provided by the courier;
check whether a delivery attempt has been made;
look for any collection or redelivery instructions; and
contact the Seller through the Art is Lit Platform if further information is needed.

Many delays can be resolved quickly through communication and updated tracking information.

7.2 Seller Responsibilities During a Delay

Where a Seller becomes aware of a delay, they should, where reasonably possible:

keep the Buyer informed;
provide updated tracking information if available;
assist with reasonable enquiries made to the delivery provider;
cooperate with any investigation; and
work constructively towards a fair resolution.

Keeping Buyers informed helps maintain confidence and reduces unnecessary concerns.

7.3 Lost Shipments

If a shipment is believed to be lost, Art is Lit may request information from both the Buyer and the Seller before determining the most appropriate next steps.

This may include:

proof of dispatch;
tracking information;
communications with the courier;
delivery confirmation;
photographs where relevant; and
any other information reasonably required.

A shipment will not normally be treated as lost until reasonable enquiries have been completed.

7.4 Returned to Sender

Sometimes a parcel may be returned to the Seller because:

the delivery address was incorrect;
delivery attempts were unsuccessful;
the parcel was not collected within the courier’s collection period;
customs requirements were not completed; or
another delivery issue occurred.

Where this happens, Buyers and Sellers are encouraged to communicate through the Platform to agree on the next appropriate step.

Additional shipping costs may apply depending on the circumstances and applicable law.

7.5 Events Beyond Reasonable Control

Occasionally, deliveries may be delayed by events outside the reasonable control of the Buyer, Seller, courier, or Art is Lit.

Examples include:

severe weather;
natural disasters;
industrial action;
customs inspections;
public emergencies;
transport disruption;
government restrictions; or
other exceptional circumstances.

We ask all members of our community to remain patient and understanding when such events occur.

7.6 When Art is Lit May Help

Where Buyers and Sellers cannot resolve a delivery issue themselves, Art is Lit may assist by:

reviewing the available evidence;
facilitating communication;
requesting additional information;
considering the responsibilities of each party; and
helping to reach a fair and reasonable outcome in accordance with our policies and applicable law.

Our role is to support a fair process rather than automatically favour one party over another.

7.7 Our Commitment

We know that every delayed parcel represents more than an order.

It represents an artist waiting to share their creativity and a Buyer looking forward to welcoming that Artwork into their home.

By encouraging patience, open communication, and cooperation, we aim to resolve delivery issues as smoothly and fairly as possible while maintaining the trust that brings our creative community together.

8. Shipping Costs and Delivery Options

At Art is Lit, we believe that shipping costs should be clear, transparent, and easy to understand.

Buyers should know what they are paying before placing an order, and Sellers should clearly explain the delivery options they offer.

Clear information helps Buyers make informed decisions and reduces misunderstandings after a purchase has been made.

8.1 Shipping Costs

Sellers are responsible for clearly stating any shipping charges before a Buyer completes their purchase.

Where applicable, listings should explain:

the shipping cost;
whether shipping is included in the price of the Artwork;
available delivery options;
any location restrictions; and
any additional delivery services offered.

Shipping charges should never come as an unexpected surprise after checkout.

8.2 Delivery Options

Where available, Sellers are encouraged to offer delivery options that are appropriate for the type and value of the Artwork.

These may include:

standard delivery;
tracked delivery;
signed-for delivery;
express delivery;
insured delivery for valuable Artwork; or
local collection where offered by the Seller and supported by the Platform.

Providing Buyers with suitable delivery options helps them choose the service that best meets their needs.

8.3 Combined Shipping

Where a Buyer purchases more than one item from the same Seller, the Seller may choose to offer combined shipping where practical.

If combined shipping is available, any applicable savings should be made clear before the order is completed.

8.4 Additional Shipping Charges

Once an order has been placed, Sellers should not request additional shipping charges unless:

the Buyer agrees to the change before dispatch;
the delivery address changes after purchase;
additional services are requested by the Buyer; or
the additional charge is required by applicable law.

Transparency is essential, and unexpected costs should always be avoided wherever possible.

8.5 International Charges

For international orders, Buyers should be aware that customs duties, import taxes, VAT, brokerage fees, or other government charges may apply.

Unless otherwise stated in the listing or required by applicable law, these charges are the responsibility of the Buyer.

Art is Lit encourages Buyers to check local import requirements before placing an international order.

8.6 Refunds of Shipping Costs

Where a return or refund is approved, responsibility for refunding shipping costs will depend on:

the reason for the return;
this Shipping Policy;
the Returns & Refunds Policy;
the Seller Agreement where applicable; and
applicable consumer protection laws.

Where the Seller is responsible for the issue, reasonable original shipping costs and, where appropriate, reasonable return shipping costs may also be refunded in accordance with applicable law.

8.7 Our Commitment

We believe that clear pricing is an important part of building trust.

By explaining shipping costs openly, offering appropriate delivery options, and avoiding unexpected charges, Buyers can purchase with confidence and Sellers can build strong, lasting relationships with their customers.

Every Artwork deserves a delivery experience that is as transparent and carefully considered as the creativity that inspired it.

9. Responsibility During Delivery

At Art is Lit, we believe that every piece of Artwork deserves to be treated with care from the moment it leaves the Seller until it reaches the Buyer.

Understanding who is responsible at each stage of the delivery journey helps prevent misunderstandings and ensures that everyone knows what to expect if something unexpected happens.

Our aim is to provide clarity while remaining fair to Buyers, Sellers, and the wider Art is Lit community.

9.1 Before Dispatch

Until an order has been handed to the chosen delivery provider, the Seller is responsible for:

preparing the Artwork for dispatch;
packaging the Artwork appropriately;
ensuring the order matches the listing;
including any certificates of authenticity or accompanying items where applicable; and
arranging shipment within the stated processing time.

9.2 During Transit

Once the Artwork has been handed to the delivery provider, responsibility for transporting the parcel rests with the delivery provider.

However, Sellers are encouraged to:

retain proof of postage;
provide tracking information where available;
assist with reasonable enquiries if delays occur; and
cooperate with any investigation if a delivery issue arises.

Art is Lit may assist in reviewing evidence and facilitating communication where appropriate.

9.3 On Delivery

Buyers are encouraged to inspect their Artwork as soon as reasonably possible after delivery and within the Buyer Inspection Period.

Where reasonably possible, Buyers should:

check that the correct Artwork has been received;
inspect it for any signs of damage;
retain the original packaging until satisfied with the purchase; and
report any genuine concerns promptly through the Art is Lit Platform.

Prompt inspection helps preserve evidence and allows concerns to be investigated fairly.

9.4 If Something Goes Wrong

If an Artwork is delayed, damaged, lost, or delivered incorrectly, Art is Lit may review:

courier information;
tracking records;
proof of dispatch;
delivery confirmation;
photographs;
communications between the Buyer and Seller; and
any other relevant evidence.

Our goal is to understand what happened and help achieve a fair and reasonable outcome.

9.5 Responsibility Does Not Prevent Investigation

The fact that responsibility may rest with a particular party at one stage of the delivery journey does not prevent Art is Lit from reviewing the circumstances or assisting with the resolution of a genuine issue.

Every case is assessed individually, taking into account the available evidence, this Shipping Policy, our Returns & Refunds Policy, our Terms & Conditions, the Seller Agreement where applicable, and applicable law.

9.6 Our Commitment

We understand that every delivery represents more than the movement of an item.

It represents an artist sharing their creativity and a Buyer placing their trust in that artist and in our marketplace.

By clearly explaining responsibilities while remaining committed to fairness, transparency, and cooperation, we aim to make every delivery journey as smooth, secure, and reassuring as possible for everyone involved.

10. Delivery Issues and How We Can Help

At Art is Lit, we want every Artwork to arrive safely and every delivery to be a positive experience.

Although most deliveries are completed without any issues, we understand that unexpected situations can sometimes occur.

When they do, our aim is to help Buyers and Sellers work together to understand what happened, resolve concerns fairly, and protect the trust that makes our marketplace possible.

10.1 Reporting a Delivery Issue

If you believe there is a problem with your delivery, please notify Art is Lit through the Platform as soon as reasonably possible.

The sooner a concern is reported, the easier it is to investigate while evidence is still available.

Where possible, please provide:

your order number;
a clear description of the issue;
photographs where appropriate;
tracking information;
any communication with the delivery provider; and
any other relevant information that may help us understand the situation.

10.2 Working Together

Many delivery issues can be resolved quickly through open communication.

We encourage Buyers and Sellers to:

communicate respectfully;
respond promptly to reasonable requests;
provide truthful information;
cooperate during any investigation; and
work together towards a practical solution wherever possible.

Our experience shows that honest communication often resolves concerns before they become disputes.

10.3 How Art is Lit May Assist

Where Buyers and Sellers cannot resolve a delivery issue themselves, Art is Lit may assist by:

reviewing the available evidence;
requesting additional information where appropriate;
helping facilitate communication;
considering our marketplace policies;
applying relevant consumer protection laws where applicable; and
working towards a fair and balanced outcome.

Our role is to support a fair process based on evidence, not assumptions.

10.4 Our Approach

Every delivery issue is different.

For that reason, we consider:

the individual circumstances;
the available evidence;
the responsibilities of each party;
our marketplace policies; and
applicable law.

No single piece of information automatically determines the outcome of a review.

Every case is assessed individually.

10.5 Exceptional Circumstances

Sometimes situations arise that could not reasonably have been anticipated.

Where exceptional circumstances exist and are supported by credible evidence, Art is Lit may exercise reasonable discretion to reach a fair outcome that is consistent with our policies and applicable law.

10.6 Our Commitment

We know that behind every delivery is an artist who has carefully created something meaningful and a Buyer who is looking forward to receiving it.

When unexpected issues arise, our commitment is to listen, investigate carefully, communicate openly, and treat everyone fairly and respectfully.

We believe that the best solutions come from cooperation, understanding, and a shared commitment to doing the right thing.

Together, we can continue building a marketplace where creativity is protected, trust is earned, and every member of our community feels supported.

11. Changes to This Shipping Policy

As Art is Lit grows, we may update this Shipping Policy from time to time to reflect improvements to our Platform, changes in the law, developments in shipping practices, or feedback from our community.

Our goal is to ensure that this Policy remains clear, fair, practical, and up to date while continuing to support Buyers, Sellers, and the safe delivery of Artwork.

11.1 Why We May Update This Policy

We may update this Shipping Policy to reflect:

changes in applicable laws or regulations;
improvements to our Platform or services;
new shipping or delivery features;
developments in industry best practice;
operational improvements;
changes to marketplace processes; or
feedback from Buyers, Sellers, and our community.

We are committed to keeping our policies relevant, easy to understand, and aligned with the values of Art is Lit.

11.2 When Changes Take Effect

Unless otherwise stated, updates to this Shipping Policy will take effect from the “Last Updated” date shown at the beginning of the document.

The latest version will replace all previous versions from that date.

11.3 Important Changes

Where we make significant changes that affect the rights or responsibilities of Buyers or Sellers, we will take reasonable steps to let our community know.

Depending on the nature of the change, we may notify Users by:

email;
a notice on the Platform;
an announcement within User Accounts;
our website; or
another appropriate communication method.

Where required by applicable law, we will obtain any necessary consent before changes take effect.

11.4 Previous Versions

For transparency and record-keeping purposes, Art is Lit may retain previous versions of this Shipping Policy.

These may be kept for legal, regulatory, operational, or audit purposes.

Only the most recent published version will apply to new transactions unless otherwise required by law.

11.5 Questions About This Policy

If you have any questions about this Shipping Policy or any updates made to it, we encourage you to contact us.

We will always do our best to explain our policies clearly and answer your questions openly and respectfully.

11.6 Our Commitment

As our marketplace evolves, our commitment to our community will remain the same.

We will continue to review and improve our shipping practices to help ensure that Artwork is prepared with care, dispatched responsibly, and delivered as safely as possible.

Every improvement we make is guided by the same goal: creating a trusted marketplace where artists can share their creativity with confidence and Buyers can enjoy discovering and collecting unique Artwork from around the world.

12. Working Together and Understanding Our Role

At Art is Lit, we are proud to provide a marketplace that brings artists and Buyers together from across the world.

Our role is to create a trusted Platform, support our community, and help Buyers and Sellers enjoy a safe, transparent, and positive experience.

While we work hard to support every transaction, there are some responsibilities that remain with the Buyer, the Seller, or the chosen delivery provider.

This section explains our role and how we work together to create a successful delivery experience.

12.1 Our Role as a Marketplace

Art is Lit provides the Platform that enables Buyers and Sellers to connect, buy, and sell Artwork.

Unless we are identified as the Seller, Art is Lit is not:

the creator of the Artwork;
the owner of the Artwork;
the delivery provider;
the shipping carrier; or
the manufacturer of the products offered by independent Sellers.

Independent Sellers remain responsible for fulfilling their orders and meeting their legal obligations.

12.2 Delivery Providers

Delivery providers operate independently from Art is Lit.

Although we encourage the use of reliable shipping services and may assist when delivery issues arise, we cannot control:

courier operations;
delivery routes;
customs procedures;
weather conditions;
transport disruptions; or
other events beyond our reasonable control.

Where appropriate, we will work with Buyers, Sellers, and delivery providers to help understand what happened and support a fair resolution.

12.3 Fair Support

Whenever a delivery concern is raised, our commitment is to:

listen carefully;
review the available evidence;
communicate openly;
remain impartial;
apply our marketplace policies fairly; and
support a reasonable outcome for everyone involved.

We do not automatically favour Buyers or Sellers.

Every matter is considered individually based on its own circumstances.

12.4 Compliance with the Law

Nothing in this Shipping Policy limits or removes any legal rights or protections that cannot lawfully be excluded under applicable consumer protection laws.

Where the law provides greater protection than this Policy, the law will apply.

12.5 Exceptional Circumstances

We recognise that not every situation can be anticipated.

Where exceptional circumstances exist and are supported by credible evidence, Art is Lit may exercise reasonable discretion to reach a fair outcome that is consistent with this Policy, our other Platform policies, and applicable law.

12.6 Our Commitment

Every Artwork that travels through Art is Lit represents creativity, trust, and the excitement of connecting people through art.

Our commitment is to provide a marketplace where Buyers, Sellers, and artists feel supported, informed, and treated fairly throughout every stage of the delivery journey.

By working together with honesty, care, and mutual respect, we can help ensure that every delivery strengthens the confidence that makes our creative community possible.

13. Contact Us

At Art is Lit, we believe that clear communication is one of the best ways to prevent misunderstandings and resolve concerns quickly.

Whether you have a question about shipping, need help understanding this Shipping Policy, or require support with a delivery issue, we’re here to help.

Our team is committed to treating every enquiry with professionalism, fairness, and respect, and we will always do our best to provide clear guidance throughout the process.

13.1 Customer Support

For general enquiries relating to:

shipping and delivery;
dispatch information;
tracking updates;
delayed deliveries;
lost or damaged shipments;
Buyer or Seller support; or
using the Art is Lit Platform,

please contact our Customer Support Team.

Email: support@artislit.com

13.2 Legal and Administrative Enquiries

For legal notices, policy enquiries, or administrative matters, please contact:

Legal & Administrative Team

Email: ail.admin@artislit.com

13.3 Before Contacting Us

To help us assist you as quickly as possible, please include where applicable:

your order number;
the name of the Artwork;
the Seller’s name;
your tracking number (if available);
the delivery provider;
photographs where relevant;
a clear description of the issue; and
details of any communication already exchanged with the Seller or delivery provider.

Providing complete information helps us understand the situation more quickly and reduces unnecessary delays.

13.4 Response Times

We aim to acknowledge enquiries as soon as reasonably possible.

Response times may vary depending on:

the complexity of the matter;
whether additional information is required;
the number of enquiries we are managing; and
the involvement of delivery providers or other third parties.

Where an investigation takes longer than expected, we will endeavour to keep you informed of our progress.

13.5 Working Together

Most shipping concerns can be resolved through open communication, cooperation, and a willingness to find practical solutions.

We encourage Buyers and Sellers to remain courteous, patient, and respectful throughout the process.

By working together in good faith, we can often resolve concerns more quickly and create a positive experience for everyone involved.

Our Delivery Promise

At Art is Lit, we believe that every piece of Artwork begins with imagination, is shaped by creativity, and deserves to arrive safely in the hands of someone who will appreciate it.

Shipping is more than moving a parcel from one place to another.

It is the final chapter of an artist’s creative process and the beginning of a Buyer’s journey with a new piece of art.

That is why we encourage careful packaging, thoughtful preparation, clear communication, and responsible delivery at every stage.

Every Buyer deserves to feel excited when opening their parcel.

Every Seller deserves the confidence that their Artwork has been handled with care.

Every delivery deserves the attention and respect that a unique piece of creativity deserves.

By working together, Buyers, Sellers, delivery providers, and Art is Lit help protect not only the Artwork itself, but also the trust that connects our creative community.

Together, we are doing more than delivering Artwork.

We are delivering creativity, preserving trust, and connecting people through art.

Thank you for helping us deliver creativity with care.