FAQ Lucia Schautz
I want to buy a certain artwork, how does it work?
Please indicate which picture it is. You will immediately receive an offer with all price information, transport costs and, if desired, corresponding offers for framing. As soon as you have decided, pay for the work of art directly by direct debit, PayPal or direct transfer, as you wish. As soon as we have received the payment, the artwork will be sent. If you want to pay in several payment installments, we will draw up a contract accordingly.
How do I track my order?
Tracking information is sent to your email address once your order has been dispatched. The majority of all orders will be delivered within 10-14 days of purchase. If you want the picture to be framed, delivery will take a few days longer. Transit time for international shipments is 5-7 business. If there are any changes or delays, we will be sure to let you know.
Is it safe to ship original paintings?
Lucia’s paintings are shipped in sturdy MDF or multilayer cardboard crates, built for shipping art all around the world, and delivered directly to your door. Each crate will contain packaging materials that meet our strict guidelines to keep the artwork firmly in place during its journey, and will be tightly sealed together.
And of course, we’ll be in contact and keep you posted every step of the way.
IMPORTANT: we are not liable for import duties and taxes.
Will I get an authenticity certificate?
Original paintings arrive with a certificate of authenticity and Lucia’s actual signature.
Can I order a commissioned painting?
Yes, Lucia makes commissioned paintings. But sometimes it relies on Lucia’s current availability and needs to be discussed in a case-by-case scenario. So if you’re interested in ordering a commissioned piece, please contact us.
Can I take classes from Lucia?
No, Lucia does not offer painting classes in general. For lectures on art at universities or corporate collaborations contact us for more details.
Is there a return policy?
First of all, we are committed to ensuring the 100% satisfaction of our collectors. If there is an issue with your order, please contact us so we can find a solution together.
Upon receiving your original painting, we’ll give you seven (7) days to decide whether or not you’d like to keep that artwork or return it for a refund. We also require all returned artwork to be shipped out within three (3) days after confirming with us that the work will be returned.
Please note that if you do not notify us of your intent to return the work within 7 days of receipt or you do not ship the work within 3 days of notifying us, you will not be eligible for a refund.
You may return any original artwork provided that it is shipped back to its origin in the exact same condition and packaging. If you’ve already disposed of the original packaging, you’ll be responsible for purchasing similar packaging materials to send the artwork back safely to us.
Once we receive the item and make sure that it’s undamaged, we’ll promptly issue your refund.
—> Open Edition prints are NOT eligible for return.
My artwork arrived damaged / was stolen. Can you help?
Our shipments are packaged by skilled professionals who are experienced in fine art packing and freight. Lucia personally oversees every crate that leaves the studio, making sure each painting is safely packed and ready to travel the globe.
Upon receiving an order, we ask that you always inspect the crate / package, before opening it. If you see any damage that you suspect may have compromised the goods inside, make sure you photograph it prior to opening the package. If your artwork has arrived damaged, please provide adequate details and images.
If your package is marked “Delivered” on the tracking platform but is nowhere to be found, please first check your confirmation email to ensure that you provided the correct shipping address. If you believe the order to have been stolen, please provide evidence of the matter.
In both cases, we will work with the proper authorities, presenting the evidences you gathered, to attain accountability and consequent reimbursements. Please bear with us and remember that we have no control over the treatment of your package during transit; it’s just as upsetting for us to see potential damaged pieces as it is for you to receive them.
Taxes and import fees
Lucia Schautz is an artist based in Berlin, Germany and is not liable for import fees on any products purchased internationally. This includes but is not limited to the commissioning of a custom piece, originals or prints.