You are the highest bidder at auction end? Congratulations! It is the first time you won in an artelino auction? Great! Is there anything you have to do or that you should know?
If this page should not answer your questions, please do not hesitate to contact us - best by email.
We automatically generate the invoices a few minutes after auction end. Please make sure that the data of your Account like your shipping address and your shipment option (immediate shipment or HOLD option) are correct BEFORE auction end. The program that generates your invoice uses the data of your account - nothing else.
Pleasse do not send us any emails with your new address or mail. If you have any changes of your account data, please make them before auction end and by logging to your Account.
At auction end you can check in various ways if you are among the winners, for instance the High Bidders page in the Bidding Center. To see the bidding history, view the page with the detailed description of the item(s).
Usually a few minutes after auction end you will receive an automatic email - a winners notification if you are among the high bidders or a "Thank you ...." message if you are among the "losers". The winners notification contains a kind of mini invoice, and lists your shipment address, your shipment option (immediate shipping or HOLD) and the payment method.
If you should have opted for payment by PAYPAL you will receive in addition another email by us with a 1-Click Paypal button. And if you opted for payment by bank transfer, you will get an extra email with our bank details.
The morning after the auction, while you guys in the U.S.A. are still in bed, we start charging your credit card. We keep your credit card details on paper. You need not submit your card details again unless we ask you to do so by email.
We confirm charging and any payment receipts by Paypal and bank transfer by programmed email. This email also indicates if we keep your win(s) (consolidated shipping option/ HOLD) with us or are going to pack and ship.
If you opted with your account settings for consolidated shipping, your invoice was generated without the shipment fee, otherwise it includes the shipment fee.
It is important that your account settings reflect what you want - immediate shipping or keeping your prints up to 6 months for you. Our computer programs strictly follow your account settings.
We confirm shipping by programmed email after we come back from the Post Office. You can check the status of your orders by logging to your Account.
With the shipment confirmation we send your tracking number and the links where you can track your shipments. Or you can find this information by logging to your Account.
If you opted for Standard Shipping (By National Post Service like DHL in Germany or USPS in the US), tracking may sometimes not be as perfect as you know it for shippers like Fedex. In some rare cases tracking may end when the shipment left Germany.
We are aware that tracking is one of the "great obsessions" of today's online buyers. But to be frank, we at artelino do never track anything and regard it as a complete waste of time. Out of circa 10,000 shipments to the U.S.A., to name an example, we have lost only 2-3 shipments. And if this worst case should really hit you, you will be fully reimbursed by artelino.
artelino's packing is the result of 15 years of experience in shipping art prints and pretty solid and safe. Please take the time for careful unpacking.
Do not use any sharp knives. To prevent your art prints from slipping inside the package during transport we use a lot of tapes. Please peel all tapes off with utmost care. Do not open the folder(s) with your art prints before you have removed all tapes and all packaging material from the scene of unpacking. If a tape gets in contact with the verso or the margin areas, you have a problem. And if a tape gets in contact with the image area, the color pigments will most probably be destroyed.
As a rule of thumb I advise that serious collectors who want to keep the full value of their art print the best way possible, should not frame nor otherwise expose the prints at all. Better do what the Japanese did in the 19th century. Store them in a drawer. You can use the folders in which we sent your prints. They are to our best knowledge acid free.
Some web sites give you the impression that you can frame your art print and hang it on the wall without affecting the condition and value of the framed print. Such advice is in my humble opinion either a proof of ignorance or intentionally launched in order not to jeopardize sales.
If you opted for Standard Shipment, your package was shipped by National Postal Services. It is the cheapest way and reliable. And if you are not at home during the day, you can pick up your package at the nearest Post Office.
Your packages arrive usually within one week inside Europe and even in Australia. If you are in the U.S.A please admit at least two weeks. Sometimes even 4 weeks and before Christmas even 6 weeks are nothing to worry about.
We have shipped thousands of print packages since 2001. We lost only 2-3. Even in this worst case you need not worry. The flat shipping fee that we charge includes insurance. In the case of a total loss we reimburse you the full amount. You do not have to make any insurance claims. You are paid by us.
Like total losses also transport damages are extremely rare.
If you should experience a damage, please contact us immediately and send us a few photographs of the damaged print(s) and the outside packing. Please do not throw away the packaging material until we will have settled the damage with you.
We handle a damage like a complete loss. You are reimbursed by artelino.
If you acquire something from a brick and mortar auction house, you cannot return it. To make you feel more comfortable, artelino concedes a right to return an item without any reason.
If you want to return, please read our return policy and contact us by email. Return the item(s) in the original packing within 10 days after receipt. We will reimburse you the amount you paid minus the shipment fee.
Returns are a sensitive issue for us. As we pay our consignors shortly after auction end, we cannot back charge the consignor with your return, let alone the costs and complexity this would require. In a nutshell: If we offered a return handling like a general mail order business from which you can order five sweaters, keep one and return four, we would soon be ruined.
We solve this problem in a rather pragmatic way. Clients who return a win - unless we have made a mistake in our descriptions - have to be aware that we might not continue business with them. As a rule of thumb, we discontinue business with first-time winners who return something. Clients who have bought from us several times before can usually return twice before we propose the "separation".
artelino offers you a rather unique service to make you save shipment fees. You can accumulate your wins from several auctions for up to 6 months and we ship consolidated for one shipment fee. You can release your orders on HOLD either by sending us an email or from your account. We recommend to release from Sign In as it is hundred percent reliable in contrast to email.
After you are logged to your account, please select "ORDERS" from the menu. On the next page, please select "Request Shipment". Then flag the order(s) that you want us to ship (usually all) and click the button on bottom "Ship Checked Orders".
Fortunately it does not happen too often, but it happens nevertheless several times per year, mainly with our clients in the U.S.A. Your shipment cannot be delivered because you moved and did not update your account, or you were not at home at the time of delivery AND did not claim it at your local Post Office either.
If USPS cannot deliver your package within usually 10 days, it is sent back to us. We resend such shipments at our costs. No problem? Not really when you are in the U.S.A. because it may take 2-3 months before the package will be back in our hands for reshipment.
artelino was established in 2001. We are the online auction for Japanese prints that has been the longest time in operation. But we also want to be the best online auction for Japanese prints. Please do not hesitate to let us know if there is anything you think we could do better. Feel encouraged to send us your negative or positive feedback.
Author: Dieter Wanczura