Shipping & Returns

Most works on Lacuna are unique originals, so each shipment is arranged individually. Sellers are responsible for packing and dispatching the Artwork; Lacuna sets minimum packing and handling standards, provides tracking where available, and supports you if anything goes wrong in transit.

Each listing shows an estimated dispatch time (how long the Seller needs to prepare and hand over the work) and a delivery estimate for your region. As a guide:

• Ready-to-ship works are usually dispatched within 3–7 business days of a confirmed, paid order;
• Works needing a custom crate or a condition check may take 7–14 business days;
• Commissions and made-to-order pieces follow the timeline agreed with the artist.

You receive an email with tracking details, where available, once the work is collected by the carrier. You can also follow an order’s status from your dashboard.

Every work must be packed to protect it in transit. Depending on size, medium and value, this ranges from acid-free wrapping and reinforced corner protection in a double-walled box, to a purpose-built wooden crate for large, fragile or high-value pieces.

• Unframed works on paper are shipped flat or rolled in a rigid tube, as appropriate to the medium;
• Stretched canvases and framed works are corner-protected, face-shielded and immobilised within the carton;
• Glass may be replaced with acrylic, or taped and travel-protected, for safer transport.

Large or fragile works may require bespoke crating; where this applies, any crating surcharge is shown and confirmed before dispatch.

Sellers ship using reputable couriers and, for higher-value or oversized works, specialist fine-art carriers. The method offered depends on the work’s size, value and destination. Tracked and, where appropriate, signature-on-delivery and insured services are used for valuable items.

Shipping costs are shown at checkout before you pay. For most works the cost is calculated automatically from the destination and dimensions. For very large, heavy or high-value pieces, the listing may indicate that shipping is quoted on request — in that case we confirm the final delivery cost with you before the order is dispatched, and you are free to cancel if the quote is not acceptable.

Many Sellers ship worldwide. Available destinations are shown at checkout.

For international orders, the price you pay on Lacuna generally does not include import duties, customs charges or local sales taxes levied by the destination country. Unless a listing states that duties are prepaid, these are the responsibility of the Buyer and are collected by the carrier or customs authority on delivery. Some works — for example older pieces or those using certain materials — may be subject to export or cultural-property rules that can affect or delay delivery.

Please make sure someone is available to receive the work, as valuable shipments may require a signature. On delivery:

• inspect the packaging before signing, and note any visible damage with the carrier where possible;
• unpack carefully and keep all packaging until you are satisfied with the work;
• check the piece against the listing description and your order confirmation.

Risk in the Artwork passes to you on delivery, as set out in our Terms of Sale.

If your work arrives damaged, or does not arrive within a reasonable time of the delivery estimate, contact us promptly so we can help.

• Report visible damage within 48 hours of delivery and keep all packaging for inspection;
• send photographs of the work and packaging to support our claim with the carrier and Seller;
• we will work with you and the Seller on a repair, replacement or refund as appropriate.

See Terms of Sale — Buyer protection for how protected orders are handled.

We want you to be confident in your purchase. In most cases you may return an Artwork within 14 days of delivery for a refund, provided that:

• you notify us of the return within the 14-day window;
• the work is unused, undamaged and in the same condition you received it; and
• it is returned in its original packaging, suitably protected for transit.

This return right is in addition to, and does not affect, any statutory cancellation or consumer rights you may have under the law of your country of residence.

Some purchases are not eligible for the standard 14-day return, including:

• commissioned or made-to-order works created specifically for you;
• certain VIP, private-sale or negotiated purchases, where stated at the time of sale; and
• works that have been damaged after delivery through misuse or improper handling.

Where a sale is non-returnable, this is made clear before you complete your order. Nothing here removes your right to a remedy if a work is faulty, damaged in transit, or not as described.

To begin a return, contact us through the Contact page or your dashboard within the 14-day window, quoting your order reference. We will confirm the return address and the recommended packing and carrier.

Unless the work was faulty, damaged in transit or not as described, the cost and risk of return shipping are the Buyer’s responsibility. We strongly recommend a tracked and insured service — the work remains your responsibility until it is safely received.

Once a returned work is received and inspected, we process eligible refunds to your original payment method, normally within 14 days of the work being received. Refunds cover the price of the Artwork; original shipping is refunded where the return is due to a fault, transit damage or a work not as described. Import duties or taxes paid to a customs authority may be recoverable only from that authority, not through Lacuna.

For anything about shipping, delivery or returns:

• By email: support@lacunaart.com
• Through the Help / FAQ centre
• By post: Lacuna, Customer Support, Avenida Da Fonte Santa lote 3, 2 dto, 8125-312 Quarteira, Faro, Portugal