Frequently asked questions

smart art faq

How long will it take to receive my artwork?

Artwork is shipped from our warehouse in Sydney.

Delivery times may vary depending on your location and level of service you choose.

As a guide, please allow 5-7 days for deliveries within Sydney.  Deliveries within Australia, please allow 5-10 days.

What do you charge for delivery?

Shipping costs are calculated based on your order, and determined by the delivery location, weight and size of your artwork.

If I buy online is my payment secure?

Yes.  Our website uses a secure online payment system which ensures that your payment information is encrypted and secure.

What is your returns policy?

Please choose carefully as refunds or exchanges are not provided if you simply change your mind, or make a wrong selection.  Once an order has been placed and paid for online we are unable to make any amendments or cancellations.

What happens if my artwork is faulty?

If your artwork is faulty on arrival, or not as described on our website, we will replace your item as long as you have notified us within 24 hours of receiving your goods.  Please email us at info@smartartdirect.com and also attach a photo of the fault.

Returns must be received within 14 days, in their original packaging.

Sale items or items purchased during a promotion are NOT eligible to be returned.

What happens if my artwork is damaged in transit?

All care is taken to pack your artwork securely.  However, we take no responsibility for artwork damaged in transit.

Any cost of returns are the customer’s responsibility.

What happens if an artwork is out of stock?

If an artwork is out of stock, please contact us and we can arrange for the artwork to be painted for you as a custom order.

With your hand-painted artworks how many of each design is painted?

When introducing a new design we produce around 4-5 pieces.  If it is popular we will reproduce the design, however we do not mass produce thousands of them.  We may produce the same design in different sizes, however as the artwork is hand-painted there will never be 2 pieces that are identical.

Who is the artist?

Our artwork is painted by a team of professional designers and artists who specialise in a variety of painting styles including abstract, modern, realistic and contemporary art.

What paint is used?

We mainly use acrylics as the drying time is shorter.

Can I purchase a painting in a different colour or size?

Yes, we can arrange to have an artwork to be custom-made for you in a different colour or size. Please use the link on our home page or email us at info@smartartdirect.com

Can I design my own artwork or provide you with an image to paint?

Yes, you can customise any of our artwork to a different size, colour or orientation.  You can also provide us with your own image to reproduce.

Does it cost extra to have an artwork custom-made and/or colours changed?

There is a custom order fee of 10% of the purchase price.  If you are providing an image for us to paint, we will provide a quotation on viewing your image. 

If you would like to have the colours of one of our artworks changed, a small design fee may apply depending on the changes.

How long will it take to have a ‘custom made’ painting done?

The approximate time frame for custom orders is around 12 weeks from receipt of a 50% deposit.

Can I get my money back if I don’t like my custom made painting?

A photo of your custom order will be emailed to you for approval prior to dispatch from our studio.  Customer approved custom paintings cannot be returned nor payment refunded.

Once 50% deposit is made, refunds or cancellation of custom orders are not permitted. 

If I order online, will I receive an order confirmation?

Yes.  A confirmation of your order will be emailed to you as soon as your order has been received and processed.

Will my painting look exactly like the image on the website and, will the colours be accurate?

We do our best to ensure the colours of the images on our website are as close as possible to the actual artwork.  However, you should take into account that viewing an image on a computer screen may cause a slight distortion of colours.  As the resolution quality varies from computer to computer, colours may also vary.

Each of our paintings is hand-painted, therefore there will always be a slight difference between them, which of course is what makes each piece unique.

Do you have a showroom that I can visit?

Yes, our showroom in Sydney is located at Unit 6, 13-15 Burrows Road St Peters and our showroom in Indonesia is located on the beautiful island of Bali.  To visit either showroom, please contact us to make an appointment. 

Do you sell worldwide?

Yes, we accept international orders.  Customers outside of Australia should contact us at info@smartartdirect.com for more information.

Will my artwork canvas be stretched over a timber frame?

Yes, all of our artwork canvases are gallery stretched over a timber frame.

When I receive my artwork, will it be ready to hang?

Yes, your artwork will have a string attached and be ready to hang.

How should I hang my artwork?

Most of our artwork is light in weight and can be hung by a nail in the wall.  For large pieces with lots of texture we recommend having the artwork hung professionally. 

How do I make sure that I choose the right sized artwork for my wall?

It is important to ensure that the artwork is the right size for the space. Accurate measurements of your wall width and height are a good place to start.  If you need help deciding which size, shape, colour or design will best suit your walls, our team of experts is just an email away. 

What happens if I don’t like the artwork when it arrives?

Please choose carefully as exchanges and refunds are not provided for change of mind purchases, or if you make a wrong selection.

Do you provide a warranty?

We offer a 12 month replacement warranty on our artwork in the unlikely event of a defect in the materials or workmanship.   We do not refund.  Any defect in material or workmanship should be photographed and reported in writing within 7 days.  Normal wear and tear is not covered under the warranty, nor is damage caused by accident, negligence or during transportation.

How do I clean my artwork?

A soft cloth, feather duster or a light vacuum with the brush attachment can help remove any dust from the artwork’s surface.

How long will the artwork last?

Your artwork will last for many years to come if you take care of it properly. Make sure that you mount it indoors and keep it away from direct sunlight and moisture.

Do you offer wholesale / trade pricing?

Trade prices are available to approved applicants such as Interior Designers, Decorators, Stylists and Architects.  Please visit our Trade Customers page or contact us via email at info@smartartdirect.com to set up an account.

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