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FAQs

I have an enquiry about a work of art, or need some help! How can I get in touch?

You can contact us with any questions. Your enquiries go straight to our customer service team.

If your question is about a work of art, we’ll get in touch with the relevant Art Centre / Artist who will respond to you. Did you know that most Art Centres / Artists work out of remote regions of Australia? Communications can be intermittent at times due to connectivity issues but the Art Centres / Artists will do their absolute best to respond to customer enquiry in a timely manner.

I’ve sent an email or query about a product – when will I hear back?  

All email and phone enquiries will be responded to within 24 hours (please note that items can be sold before your enquiry is responded to).

Why has the item in my shopping cart disappeared?

Each work of art on the AIATSIS Indigenous Art Market site is unique. Once the item has been selected and paid for, it is no longer available and has officially been sold.

Holding items in the shopping cart does not guarantee that the item will be still available at the time of purchase.

What is ‘Surcharge’ in my cart?

In the checkout (and in your Order Confirmation email), ‘Surcharge’ refers to Credit Card processing fees. This is calculated at 1.75% + 30c per transaction. This surcharge covers the costs for the use of the payment processor only. We don’t make any money from the surcharge. We use Braintree as our Payment processor.

How much is shipping and freight?

Due to the vast differences in shipping methods and locations of each Art Centre / Artist we are unable to provide generic shipping costs. Each art centre is committed to making sure your artwork arrives to you safely using the most cost-effective method. Art Centres / Artists will invoice you separately for the cost of shipping unless otherwise specified.

Is shipping and freight included in the price? 

Each Art Centre / Artist is responsible for quoting for and organising shipping and freight. In most cases, shipping and freight will be included in the advertised purchase price, and this will be stipulated at the point of purchase.

However;

  • Shipping and freight costs may not be included in the advertised purchase price and in this case, some items may require a manual quote from the Art Centre /Artist, which will be charged separately.
  • If freight costs are not included in final purchase:
    • all freight and shipping must be arranged directly with the Art Centre /Artist from where the purchase was made.
    • If multiple items are purchased from different Art Centres / Artists in the same transaction, customers must arrange shipping with each Art Centre / Artist.

Where will my work of art be sent from?

Directly from the Art Centre / Artist you ordered from!

Each Art Centre / Artists will receive your order as soon as your item is purchased, but please be patient.

As the Art Centres and Artists participating in the online AIATSIS Indigenous Art Market are located in some of the most remote locations in Australia, freight services can be inconsistent. Compounding this, the ongoing global challenges presented by the COVID-19 virus, means that processing and shipping times may be longer than usual.

As such, the AIATSIS Indigenous Art Market do not take responsibility for the negotiation, coordination or distribution of freight and shipping of purchases made at the online AIATSIS Indigenous Art Market. AIATSIS Indigenous Art Market takes no responsibility for the distribution and arrival times of freight. AIATSIS Indigenous Art Market takes no responsibility for any damaged or lost items.

Refunds & Exchanges

Can I cancel, return, exchange or get a refund?

Please direct your refund, cancellation, return or exchange request to the Art Centre / Artist where your purchase was made.

AIATSIS Indigenous Art Market takes no responsibility for refunds, cancellation, return or exchange of any purchases made at the online AIATSIS Indigenous Art Market. AIATSIS Indigenous Art Market takes no responsibility for any or items that appeared different to what was depicted on the online AIATSIS Indigenous Art Market website.