I have an enquiry about a work of art, or need some help! How can I get in touch?
If your question is about a work of art, please get in touch with the relevant Art Centre who will respond to you. You will find their contact details in you email order confirmation email or on the Art Centre profile page.
You can contact us with any other questions. Your enquiries go straight to our customer service team.
Did you know that most Art Centres work out of remote regions of Australia?
Communications can be intermittent at times due to connectivity issues but the Art Centres will do their absolute best to respond to customer enquiries in a timely manner.
I’ve sent an email or query about a product – when will I hear back?
All email and phone enquiries will be responded to within 24 hours (please note that items can be sold before your enquiry is responded to).
Why has the item in my shopping cart disappeared?
Each work of art on the Tarnanthi Art Fair site is unique. Once the item has been selected and paid for, it is no longer available and has officially been sold. Holding items in the shopping cart does not guarantee that the item will be still available at the time of purchase.
What is ‘Surcharge’ in my cart?
In the checkout (and in your Order Confirmation email), ‘Surcharge’ refers to Credit Card processing fees. This is calculated at 1.281% + 16.5 cents per transaction (inc gst). This surcharge covers the costs for the use of the payment processor only. We don’t make any money from the surcharge. We use Artspay as our Payment processor.
We support the arts with ArtsPay
How much is shipping and freight?
Due to the vast differences in shipping methods and locations of each Art Centre we are unable to provide generic shipping costs. Each art centre is committed to making sure your artwork arrives to you safely using the most cost-effective method.
Is shipping and freight included in the price?
Each Art Centre is responsible for quoting for and organising shipping and freight. In most cases, shipping and freight will be included in the advertised purchase price, and this will be stipulated at the point of purchase.
However;
Shipping and freight costs may not be included in the advertised purchase price and in this case, some items may require a manual quote from the Art Centre, which will be charged separately. If freight costs are not included in final purchase: all freight and shipping must be arranged directly with the Art Centre from where the purchase was made.
If multiple items are purchased from different Art Centres in the same transaction, customers must arrange shipping with each Art Centre.
Where will my work of art be sent from?
Directly from the Art Centre you ordered from! Each Art Centre will receive your order as soon as your item is purchased, but please be patient. As the Art Centres participating in the Tarnanthi Art Fair are located in some of the most remote locations in Australia, freight services can be inconsistent.
As such, the Tarnanthi Art Fair does not take responsibility for the negotiation, coordination or distribution of freight and shipping of purchases made at Tarnanthi Art Fair. Tarnanthi Art Fair takes no responsibility for the distribution and arrival times of freight. Tarnanthi Art Fair takes no responsibility for any damaged or lost items.
Refunds & Exchanges
Can I cancel, return, exchange or get a refund?
Please direct your refund, cancellation, return or exchange request to the Art Centre where your purchase was made.
Returns Policy
We’re eager to make falling in love with a new work of art as simple as possible. We represent over 50 community Art Centres, who all have their own refund policies. Whilst each Art Centre has varying guidelines, we commit to ensuring that your rights as a customer are protected In accordance with the Australian Competition and Consumer Commission (ACCC).
Art Centres are not obligated to provide a refund or exchange if you change your mind. However, if an Art Centre is happy to provide a refund for change of mind, you must notify us no later than seven (7) days after the purchase.
As stated on the ACCC website, “you are entitled to return an artwork if you believe that there is a problem. You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipts.
When a product is too large, too heavy or too difficult to remove, the business is responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem.”
You do not have to return products in the original packaging in order to get a refund.
If the product is found not to have a problem, you may be required to pay the transport or inspection costs. An estimate of these costs should be provided to you before the product is collected, and the costs must not be inflated in an attempt to deter you from pursuing your claims”.
Please visit the ACCC website for more information about their refunds guidelines.
What artworks can’t I return?
Please direct your refund, cancellation, return or exchange request to the Art Centre where your purchase was made.
We cannot assist with returns for the following:
- Any artwork that was not purchased directly through the Tarnanthi Art Fair website.
- Artworks which have been damaged after delivery.
My artwork has arrived and it is faulty, damaged or significantly not as described. What do I do now?
Please direct your refund, cancellation, return or exchange request to the Art Centre where your purchase was made.
If you cannot contact the Art Centre:
- Email [email protected] about your refund request and be sure to include your order number in the subject line of the email. Please note, your request must be submitted within 7 days of receiving your order.
- Provide a reason for the return and submit your request.
- Once your request has been approved with the Art Centre who sent the artwork, we will put you directly in contact with the Art Centre’s management team to arrange a collection. Please note you may need access to a printer to print the consignment note from the courier company.
- Once your request has been approved with the Art Centre who sent the artwork, we will process your return and refund the credit or debit card you used to pay with.
- All artworks must be returned in the same condition in which they arrived, and must be carefully packed and returned in their original packaging where possible.
I have changed my mind, and my artwork has arrived. What do I do now?
Please direct your refund, cancellation, return or exchange request to the Art Centre where your purchase was made.
If you cannot contact the Art Centre:
- Email [email protected] about your refund request and be sure to include your order number in the subject line of the email. Please note, your request must be submitted within 7 days of receiving your order.
- Provide a reason for the return and submit your request.
- You will be responsible for the return shipping costs.
- If the Art Centre agrees to a refund, we will put you directly in contact with the Art Centre’s management team to arrange a collection. Please note you may need access to a printer to print the consignment note from the courier company.
- All artworks must be returned in the same condition in which they arrived, and must be carefully packed and returned in their original packaging where possible.
- Once your order has been safely received by the Art Centre, we will process your return and refund the credit or debit card you used to pay with.
When will I know you have received my return?
You will be given a tracking number by the courier company so you can see when your return has been delivered back to the Art Centre. Email [email protected] or the Art Centre, if you have any queries.
How long will it take for my refund to come through?
If the art work has arrived damaged, faulty or significantly not as described, and your return request has been approved by the Art Centre, we will process your refund and you will be notified. Please allow 5 – 10 working days for the refund to appear on your statement.
If the artwork has arrived and you changed your mind, and your return request has been approved by the Art Centre, we will process your refund once it has been safely returned. Please allow 5 – 10 working days for the refund to appear on your statement after the return date.
What if my artwork arrives damaged or is damaged in transit?
Unfortunately accidents can happen, so if an artwork is damaged on arrival at your delivery address, please follow the steps as outlined above and we will be in touch to request images of the damage for insurance purposes and so we can investigate the issue further.
Will I be reimbursed for shipping when I return my artwork?
If your artwork arrives damaged, later than 45 days after placing your order (without prior notice and / or agreement) or you have received the wrong piece, you will be reimbursed the shipping costs. In most cases the Art Centre will arrange for the expense to be processed on their freight account.
If you are returning your artwork for any other reason, shipping costs are not reimbursed.
Will I get reimbursed Import taxes or duties if I return my order?
If you request a return and it is in line with the Art Centre returns policy, we will arrange to cover the cost of the return shipment to the Art Centre. Once we’ve confirmed safe receipt of the artwork, we will issue a refund of the artwork value and, in the case of the artwork arriving damaged, the shipping cost.
However, we do not reimburse customs charges for returned orders.
What if I have other questions about requesting a return?
If you have any questions about our returns policy, please feel free to contact the Art Centre directly or our customer service team at [email protected]
Please note, this returns policy is only applicable to orders placed and completed through the Tarnanthi Art Fair Online 2023 website (tarnanthiartfair.com.au) and does not apply to any purchases made directly through Art Centres.
*We reserve the right to withdraw or change this policy at any time.
