FAQ - Frequently Asked Questions
As well as the quality of our products, customer service is also of the highest priority for us. Below you will find questions and answers that are most frequently asked by our customers.
Returns, Exchanges & Refunds
We grant our customers a 100-day return policy on all offered works of art and furnishings.
Please not that commissioned works and XXL oil paintings with shadow gap frames are exempt from this.
We grant you a return policy of 100 days after your order arrives. We have summarized the exact return procedure here. Please send us an email with your order number to service@kunstloft.com. We will then send you a return receipt so that you can return the work of art to us free of charge.
In the email with the return label you will find a link with which you can find the DHL/DPD shop nearest to you.
In order to return an artwork, ideally you would have kept the original packaging. If this is not the case, please find an alternative, protective packaging. Unfortunately we cannot provide you with a replacement box. You will receive the return label from us.
If your painting or sculpture is damaged on its way to you, please send us an e-mail with your order number to service@kunstloft.com. We will then send you a return label so that you can return the painting or sculpture to us free of charge. If further copies of the desired motif are in stock, we will of course send you a new work of art immediately.
If you have received a wrong product from us, please send a photo of the wrong delivered product to service@kunstloft.com. Our customer service will investigate your case and will immediately send you a return label by email so that you can return the package to us free of charge. If the artwork you ordered is in stock, we will ship it immediately to the delivery address you provided.
We usually refund you for the invoice amount 7 business days after your return arrives. We will use the same payment method you originally used.
Please let our customer service team know whether we should send your packet to your again, and whether the address provided should remain the same.
In the case of a damaged artwork, it is possible to have a replacement delivered. First, please send photos of the damaged product to service@kunstloft.com, so that we can you look into your case and a possible replacement delivery.
We can only offer you a pickup service for XXL paintings. For this we will put you in touch with our dispatcher, who will pick up the painting up from you. You can return all other artworks to us in your nearest DHL/DPD or Deutsche Post packetshop.
No, unfortunately, for insurance reasons that is not possible. If you would like to return your painting or sculpture to us, we will send you a return label so you can hand it in to your nearest DPD or Parcelforce shop.
Since KunstLoft artworks are all made by hand, the paintings and sculptures also have small but subtle differences - this way, every artwork has an individual aspect and is a truly unique piece. Discrepencies are in a sense expressly desired, as by choosing KunstLoft you have decided against machine-made art prints and massproduction, and have instead opted for an individual, handmade or -painted artwork.
Artworks which are created according to the customer's specific requests are exempt from the cancellation and return policy. That includes the following products:
- commission paintings
- paintings with a shadow gap frame
- special finishing
Unfortunately, it is not possible to exchange one artwork for another within an order. We can cancel an item from an existing order. However, a new order must be placed for the new item.
