Shipping and Delivery
You can purchase your items online and have them delivered directly to your door. Here you’ll find everything you need to know about shipping, delivery, and managing your order. In the event of any inconsistency between this policy and other policies on our website, this policy shall prevail as far as provisions on shipping and delivery are concerned. For all other matters, the respective policies shall prevail.
Do you deliver worldwide?
Yes. We will happily ship all over the world except for the following countries: Cambodia, Cayman Islands, Cuba, Crimea Region (Russia or Ukraine and zip code between 95000 and 98690), Iran, Myanmar, North Korea, Venezuela, Pakistan, Lebanon, Russian Federation, Syria, Kuwait, Kosovo, Yemen, Guadeloupe, Réunion, Martinique, St. Barthélemy, St. Martin, St. Pierre and Miquelon and Northern Marianas Islands. These exceptions exist due to practical, safety, and ease of doing business purposes. We will appreciate your understanding on this.
We Keep You Informed
Once you’ve placed an order, you will receive an acknowledgement email to confirm your order details, including shipping and delivery estimates for each item. Once your item has prepared for shipment and delivery, you will receive a Shipment Notification email with carrier and tracking information.
You can also check the status of your order online 24 * 7 . Sign in with your email and password to get a summary of orders placed in the past 18 months. You’ll see your order number, the date and time the order was placed, the status of the order, estimated shipping and delivery dates, the shipping method, and package tracking information for items that have been shipped.
Shipping and Delivery Estimates
- The delivery times depend on the following factors:
- the type of artwork you buy;
- the country you receive the items;
- whether further alteration is required;
- whether framing is required;
- the time you approve the artwork;
- other factors beyond our control
When Can I Expect My Orders
All our oil paintings are handmade. Therefore, it takes time for the artists to complete the work (s) for you. Meanwhile, after the painting process is finished, there is a time for you to confirm whether you are satisfied with the painting or not and with the framing process i.e. only if ordered with a frame. Usually it takes 5 to 14 days for the artist to finish your artwork (depending on the type of oil painting you ordered). We appreciate you to reply to us within 2 days after you receive the preview email. It takes a 3 to 5 business days for drying and framing. Once it is ready, it takes 3 to 5 business days for us to deliver the items to you via our delivery partners such as UPS, DHL and FedEx. If no additional customization or alteration is requested during the painting process, please expect us to deliver your items within 3 weeks.
Shipment dates are estimates in accordance with our carriers. If you live in an area experiencing an unexpected service delay (i.e. severe weather, natural disasters, unscheduled events, etc.), please note there may be additional shipping time to receive your order. There are other factors that are beyond our control, for example, the weather conditions, flight delay, custom inspections, etc.
Our delivery partners may not deliver on public holidays. Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times. Under no circumstance will we be held liable for any shipping delays (irrespective of the reason for the delay) on behalf of our carriers. It is your responsibility to provide timely and accurate information or details regarding the item or the delivery to our shipping partner or shipping carrier. This information includes but is not limited to address, date and time of delivery, packaging, and others. In addition, you are also obligated to provide any other information which the shipping carrier may ask.
For stretched/framed oversized painting (width or length larger than 180cm), you acknowledge that we may not be able to use express delivery service. Freight “Curbside” Delivery may be used for some larger items. For oversized painting, the delivery time make take approximately six to eight weeks from the time of order. We apologize for the inconvenience and the delay.
Which shipping company do you use for delivery?
We use FedEx, DHL, UPS, TNT for international deliveries. We’ll try to find the best delivery service available in your country. It is fast and efficient and delivers both stretched and unstretched (rolled) art to your home wherever you are.
Are your prices inclusive of shipping cost, import duties and sales taxes?
Usually there are no duties for paintings shipped in small quantities. We can make arrangements with the freight forwarder and the paintings can be delivered under Delivered Duty Paid (DDP). In this case, our shipping carrier is responsible for delivering the paintings to you and pays all costs in bringing the paintings to the destination including import duties and taxes. The prices already include shipping, import duties and sales tax. You do not need to pay anything extra (other than the cost of the painting or what is listed in the purchase order).
We pre-select to pay all shipping charges (and duties and taxes) when creating a shipment (on behalf of our customers/receivers of the goods), then the shipping company will outlay duties and taxes and charge it back to us (together with other customs-related charges, if applicable). This ensures no charges to receivers of goods.
Sometimes, items destined for some countries may attract customs charges for some reasons. Due to legal reasons, the recipient of goods have sole responsibility in paying these fees. Please contact us at [email protected] when you are required to pay some extra cost.
How do I track my order?
If you have created an account already, simply log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information here.
If you don’t have an account yet, as soon as your order has been fulfilled, you’ll receive a shipping confirmation email titled “Your order is on the way”. You will then be able to track your order through the tracking link on the email. If you haven’t received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.
*Please note, tracking can take around 24-48 hours to update after dispatch. Please contact us after 48 hours if you do not receive the confirmation email or the tracking information. You may contact us on [email protected]
Can I have my order delivered to an address other than my home?
For your convenience, you may prefer to have your order delivered to an alternative address such as your office address. If you choose to deliver to your office, please include the business name in the shipping address. Please note, if you choose this option, goods may be left at the reception.
Delivery to a PO Box is not permitted for security reasons.
I need to change my shipping address.
If the item is not shipped yet, you can amend your shipping address by contacting our customer service at [email protected]. We are not obligated to change your shipping address after the item has been dispatched.
I will not be home on the scheduled delivery date.
As our carriers require a signature on delivery, the carrier will leave a calling card if you are not at home. You can then contact the carrier directly to schedule a new delivery appointment or alternatively, amend your delivery address.
We do our best to ship your order in a safe and secure way. If your order for any reason or in any way arrives damaged, please let us know straight away so we can help you solve the problem.
In case of any problems with your delivery (such as packages are damaged or item damaged in transit), please DO NOT ACCEPT the item and inform us as soon as possible about the condition of the item. Under no circumstance will Kline Collective be held responsible if the damaged good or item is not returned to our shipping partner or the shipping company at the time of delivery of the order. Kline Collective will be in direct contact with the carrier to resolve the issue as quickly as possible though we are not obligated to find a solution to such dispute or to offer you with a replacement. For any communication or enquiries regarding damaged goods, please contact us at: [email protected].
Where possible, we always offer to send out replacements for damaged items and in some cases additional compensation. If you do not want a new item shipped we kindly request you to initiate a return instead or make other arrangement with us.
IMPORTANT: Please make sure to take photos of both the package and the damaged product and send it together with other relevant information such as order number about the claim to [email protected] We will not be able to process any requests pertaining to shipping, delivery, and refunds i.e. if applicable if we do not receive the complete information.