Phase 6 of 6
Receive your artwork
Inspect it, confirm delivery, rate the artist, or request a refund.
In short
Inspect the piece as soon as it arrives, then tap Confirm delivery to release payment to the artist. If it never arrived, arrived damaged or isn't as described, tap Request refund before payment is released, which happens automatically 14 days after shipping.
Within 14 days of shippingUpdated
Unbox and inspect#
Open the parcel carefully, ideally the day it arrives, and check the piece before you confirm anything.
Check
- The box: photograph any dents, tears, or crushed corners before you open it
- The surface: look for scratches, cracks, or smudged paint
- The frame and glass, if it has them
- That it matches the listing: size, colors, signature, and certificate if one was promised
Keep the packaging for now
Confirm delivery#
If everything looks right, tell us so the artist gets paid.
Go to DashboardOrders
Tap Confirm delivery on the order
You'll see “Delivery confirmed — payment released to the artist”. The order moves to Completed.
Confirming is final
If the order shows Delivered but hasn't moved to Completed after a moment, tap Release payment to artist.
If you don't confirm#
Payment is released to the artist automatically 14 days after they marked the order shipped, even if you never confirm. The exact date is on your order. This gives you time to receive and inspect the piece, even on long routes.
If something's wrong#
You can request a refund any time before payment is released. Refunds cover genuine problems:
| Problem | What happens |
|---|---|
| It never arrived | Refunded directly, with nothing to send back. |
| It arrived damaged | Usually needs to be returned to the artist first. |
| It isn't as described | Usually needs to be returned to the artist first. |
No change-of-mind returns
How to request a refund
Take photos of the problem
Include the outer box, the packaging, and close-ups of any damage.
Open the order in DashboardOrders
Tap Request refund
Describe what happened
Be specific, e.g. “The glass is cracked across the top left corner and the box was crushed on one side.”
Tap Submit request
You'll see “Refund requested — we'll review it shortly”. Our team reviews every request and may ask you for the photos. The payment stays on hold while we do.
When a return is needed#
If your refund is approved and needs a return, you'll see instructions and the artist's return address on the order page.
Pack the piece as carefully as it came
Ship it to the artist and keep the courier receipt
You pay the return shipping upfront. Send us the receipt and we reimburse it separately.
Wait for the artist to confirm it arrived
Your refund is issued as soon as they do, back to your original payment method. You'll get a Refund processed email.
Rate the artist#
Once the order is Completed, your order shows Rate the seller with five stars. Tap one to rate from 1 to 5. Ratings help other collectors and reward artists who pack and ship well. You can rate each order once.
You can also leave a review on Trustpilot.
Hang and care for it#
Basics
- Hang it out of direct sunlight, which fades color over time
- Avoid damp walls, bathrooms, and spots right above a stove or aircon unit
- Use a hook rated for at least twice the artwork's weight
- Dust with a soft, dry brush. Never use water or cleaning sprays on the surface
- Keep the certificate of authenticity and your receipt somewhere safe
Not sure about something? Message the artist. They know their materials best.
Common questions#
I confirmed delivery by mistake. Can I undo it?
Confirming releases the payment right away, so it can't be undone from your dashboard. If there's a real problem, email support@obramaestra.art as soon as possible.
The 14 days are almost up and my parcel hasn't arrived.
Request a refund before the date shown on your order. That keeps the payment on hold while we look into it.
How long does a refund take?
Claims with nothing to return are refunded once approved. When a return is needed, the refund is issued after the artist confirms the piece arrived back.
Related reading
Stuck on a step? Email support@obramaestra.art with a screenshot and the step you're on, or use the contact page.