FAQs

Here we answer the questions that are most commonly asked surrounding our products and service. Even if we’re outdoors you can always get frequently asked questions answered through this service. 

ORDERS AND SHIPPING

 

How are shipping costs calculated?

Shipping costs normally depend on weight, size, shipping method and to which country the goods are to be sent. 

However, we have chosen free delivery so no hassling around with different delivery costs. Important to know is the following, there are exceptions where we can not influence different costs/fees in connection with the delivery process. Read more in, "Shipping and delivery". 

 

What is buyer protection?

Buyer protection is a set of guarantees that enables buyers to shop with confidence on the website. 

 

You are protected when: 

 

The item you ordered did not arrive within a reasonable time from that the product was shipped. This must also be calculated with the chosen mode of transport in mind.

 

The item you received was damaged in any way on arrival

 

When the wrong item has been delivered then the one that has been ordered.

 

How long does shipping take?

Shipping time varies by location and if any specific shipping option has been agreed between the parties. If no specific shipping option has been agreed upon you will be noticed in the checkout mode about the actual shipping time.

 

Because of COVID-19 and the logistics market situation that has arisen some shipments can be delayed and we apologize for this. We always try to act as fast as possible to avoid unnecessary delays. 

Note! In the event of high order intake during for example large campaigns, we reserve the right to a few days extra delivery time.

 

How much does shipping cost?

Shipping costs normally depend on weight, size, shipping method and to which country the goods are to be sent. 

However, we have chosen free delivery so no hassling around with different delivery costs. Important to know is the following, there are exceptions where we can not influence different costs/fees in connection with the delivery process. Read more in, "Shipping and delivery". 

Where are items shipped from?

Västerås, Sweden

 

Which agent will my package end up at? 

Your package will in most cases reach your nearest agent. This is automatically calculated through your postcode. 


How is the ordered item packaged?

We send your ordered piece of art in a protective package of cardboard, also called a picture cover.

Perfect protection for fragile and flat products such as your ordered Fine Art products.

Also, each ordered item is wrapped in bubble wrap.

My package was damaged when I received it. What do I do?

If you discover immediately upon collection that your package is damaged, it is in www.gabrielalago.com´s interest to have access to photos of the shipping damage as soon as possible. Email these pictures to artista.gabrielalago@gmail.com for further help.

 

I was sent the wrong item in my order. What should I do?

Please contact us at artista.gabrielalago@gmail.com to resolve the issue.

 

I forgot to pick up my package at the post office. What can I do?

First, check with your local post office for how long they keep the package. This varies from one post office to the other. The item might be returned to www.gabrielalago.com where it came from.  As a customer, you are responsible for extra fees that may arise in connection with such a course of events.

 

What about UK and Brexit?

Due to UK´s withdrawal from the European Union, a new Tax has been implemented for orders being sent to the UK irrespective of the customers billing address. This new Tax has been brought on by Brexit and is called a Value Added Tax, or VAT for short. 


How does it work with the new tax for customers in the UK?

www.gabrielalago.com is collecting and paying this Value Added Tax on behalf of our UK customer. All orders shipped to the UK will incur this new VAT. This charge is included in the item price.

 

Why is my package to the UK delayed?

Delays may occur in the supply chain during the adjustment period, as sellers, shipment companies, border agents adjust to new checks, protocols, and customs clearances. 

 

MY ORDER 

 

My order has not arrived yet?

Once an order is placed, it will normally take about 1-3 days to process and then the shipment process starts with the shipment time you can see when ordering an item. 

Reasons for delays?

Reasons for delays to occur can be payment or stock issues. You will hear from us within a day or two after you have placed an order if we discover an issue we can’t resolve.

Why hasn’t my order been shipped?

If you haven’t received a shipping confirmation email after several days, contact us at artista.gabrielalago@gmail.com and we will investigate what may have caused the delay.

 

I have received a reminder for an order I have not yet received?

Then contact www.gabrielalago.com as soon as possible and do not forget to write your order number and we will help you further in the matter.

 

I was sent the wrong item in my order. What should I do?

Please contact www.gabrielalago.com to resolve the issue. In such an event, www.gabrielalago.com is responsible for the additional costs that may be incurred for the return and shipping of the correct product. 

 

CANCELATION

Why was my order canceled?

You might see a canceled order in your order history. It can depend on various reasons such as that the ordered product is temporarily out of stock or if your payment is declined, the billing address doesn’t match the one on file with your credit card company, or other authorization issues. Check your email for a follow-up message from us. 

www.gabrielalago.com reserves the right to refuse or cancel any orders whether or not the order has been confirmed and your payment card charged. If your card has already been charged and your order is canceled, we will promptly issue an adjustment to your card account. We will make an effort to contact customers prior to cancellation. We apologize for any inconvenience this may cause you.

How can I cancel an order?

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact our Customer service within 12 hours.

 

My order says “delivered” even though I have not received any parcel. Where is it?

Does it show as delivered today? It might have been scanned as “delivered” as it was put on the delivery truck. It’s probably on its way. 

My parcel is delayed. Where is it?

If the order shows that the parcel should have been delivered yesterday or you didn’t receive any message from the posting agent, then contact your local post office to see if your package is there for collection. If they still can’t find your package, contact www.gabrielalago.com and we will take care of filing a lost parcel claim. Please be aware that tracing your lost parcel will be less reliable the more days that pass and the request may then be declined, so don’t wait too long to contact us about your issue. 

Why can’t I order?

Shipping restrictions can apply to certain countries and products. Also the size of a product or if it’s too heavy to ship for a reasonable shipping cost. 


What payment methods do you accept?

We accept Visa and MasterCard. PayPal will also soon be an option. 


TRACKING

Will I get a tracking number?

At the moment, we do not have the opportunity to offer a tracking number to follow the package delivery route

What is a tracking number?

A tracking number or tracking code is, to put it simply, a unique number used to track/monitor where a unique package is.

 

When do I get my tracking number?

At the moment this service is not integrated into our system so unfortunately, we can not offer any tracking number.

 

Can I monitor my order? 

At the moment this service is not integrated into our system so unfortunately, we can not offer any tracking number.

 

REFUNDS AND RETURNS 

How long do returns by mail take?

The processing times for mail-in returns may take 3-5 weeks to process due to Covid-19. Thank you for your patience and understanding.

Can I get a refund?

We offer to repay if wrong products have been delivered. Also, if a product is defective or damaged during shipping we repay you.  

 

What is the routine for refunds?

Refunds can only happen when you discover immediately upon collection that the item is damaged.

It is in our interest to have access to photos of the shipping damage of both the item and package as soon as possible. Email these pictures to artista.gabrielalago@gmail.com for further help.

 

What should I think about if I want to send back an item?

If we agree on a reshipment, it’s important that the item is in a new condition. Also, products must be returned with all original packaging. 

 

We will refund the cost of shipping charges if the return is a result of our error or defective product, otherwise, the shipping costs will be the responsibility of the customer.


Also, pay attention to that we do not issue the refund if: 

Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).


How long time after collection at the post office can I submit the item?

If we agree on a refund, please submit a refund request as soon as possible upon collection or at the latest 7 days after the delivery of the parcel. You can do it by sending an email to artista.gabrielalago@gmail.com and describe the matter.

 

 

COMPLAINTS

 

What do I do if I want to complain about a product?

If you are unsatisfied with your order - please contact us at www.gabrielalago.com and tell our Customer service and we will do our best to help you out!


No complaints can be directly approved without having been physically or by photos examined. Contact our www.gabrielalago.com and we will work out the best solution.

 

What should I think about if I want to send back an item?

If we agree on a refund, it’s important that the item is in a totally new condition and if not, the item can’t be resalable and therefore not eligible for a refund. Also, products must be returned with all original inserts and packaging. 

 

Who pays for refund shipping charges?

We will refund the cost of shipping charges if the return is a result of our error or defective product, otherwise, the shipping costs will be the responsibility of the customer.

 

Also, pay attention to that we do not issue the refund if: 

Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).


Is there a time limit for returning an item?

Please submit a refund request as soon as possible upon collection or at the latest 7 days after the delivery of the parcel. You can do it by sending an email to artista.gabrielalago.com and describe the matter. If we agree upon a reshipment, the item has to be in a totally new condition and we will accept returns within 7 days of purchase and then we will gladly exchange, credit, or refund the cost of the item. Products must be returned with all original product inserts and packaging for a full refund. 

We will not reimburse shipping charges.

 

 

CUSTOMER SERVICE


What opening hours does customer service have?

Depending on where in the world you are, we always try to get back with feedback and answers to your questions via e-mail as soon as possible and within 24 hours.

 

 

MEMBERSHIP


How can I take part in information, offers, and promotions on gabrielalago.com?

By either signing up for our newsletter and/or becoming a member of our customer club ARTWORK VIP.

Membership is free and does not involve any commitments. 

As a member, you get news the fastest and you can also take part in various subscription options such as Gabriela Lagos limited editions, etc.