Shipping, Returns & Refunds
GENERAL SHIPPING INFORMATION
GILLIE AND MARC ARTWORKS SHIP WORLDWIDE FROM AUSTRALIA.
To make shipping easy and stress-free, we have streamlined our shipping process to get our artworks to you as quickly and safely as possible. Please contact us for any questions or concerns: gallery@gillieandmarc.com
SHIPPING
After purchasing your wonderful new artwork, Gillie and Marc will endeavour to dispatch artworks as quickly as possible. Please note that there may be some delays around peak seasonal periods or special events. If this does happen, the team will be in contact to advise of any major delays. If you wish to query a shipment, please contact: gallery@gillieandmarc.com
SHIPPING COSTS
Shipping costs will be applicable in addition to the item value. Unless specified otherwise.
A shipping quote will be provided when your order is placed, unless the artwork is on pre-order, in which case a shipping quote will be provided near to the date of dispatch for price and ETA accuracy.
Gillie and Marc will make best efforts to negotiate the best possible shipping rate with accredited carriers relevant for the type of artwork being shipped. All artworks are meticulously packed and carefully handled, only trusted carriers are used to manage the transportation of any artwork.
INTERNATIONAL SHIPPING
All Gillie and Marc artworks ship from Sydney, Australia. When ordering artworks from Gillie and Marc for delivery internationally, you may be subject to relevant import taxes, or duties that are applicable once the package reaches your country. Any additional charges for customs clearance must be borne by you; Gillie and Marc have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Gillie and Marc, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
Please ensure your package is opened and inspected to ensure no damage has occurred during transit. In the unfortunate situation that your artwork has been damaged, email photos of the artwork immediately so relevant action can be taken. Photos will need to be of any damaged areas, plus the box it was delivered in. Please do not throw away any packaging until the issue has been resolved. Any issues must be in writing to gallery@gillieandmarc.com within 7 days of delivery. In the case that supporting artwork documents are missing or required (eg. certificate of authenticity), any claims to receive these beyond the 7 day window will be shipped at the customer's cost.
IMPORTANT NOTE FOR SHIPMENTS TO THE UNITED STATES
When shipping to the United States, it's possible you'll hear from either U.S. Customs and Border Protection (CBP) or DHL for additional information. This is simply part of the process as CBP oversees imports into the U.S.
To ensure a smooth customs clearance, CBP requires specific documentation, including details about the shipment and the Ultimate Consignee (the recipient in the U.S.). Rest assured, when you place your order with us, we'll gather the necessary information from you to fulfill these requirements.
While most cases only require basic details, there are instances where CBP may request an IRS Number identifying the Ultimate Consignee. Please note, we won't ask for or include this information with your order, but customs may require it for delivery.
Should CBP or DHL request additional information, we advise caution when providing sensitive details. Always verify the legitimacy of the request by requesting your waybill number, which we can provide upon request. Additionally, stay informed by visiting the U.S. Customs and Border Protection website for the latest updates on potential scams: https://www.cbp.gov/
Your trust and security are our top priorities and we're always here to help, so please email us with any questions: gallery@gillieandmarc.com
IMPORTANT NOTE FOR SHIPMENTS TO THE UNITED KINGDOM
For shipments to the United Kingdom, please be aware that 20% VAT will be incurred based on the order value when importing your new artwork.
It is also important to note that there may be additional import duties, and/or shipping brokerage fees applicable upon arrival. These charges for customs clearance will be your responsibility to handle, as we don't have control over them or know their exact amount.
Customs policies vary greatly between countries, so it's best to reach out to your local customs office for specific details. Also, keep in mind that as the importer of record when ordering from Gillie and Marc, you're required to adhere to all laws and regulations of your receiving country.
For more information on import Taxes and Duties, please refer to the Gov.uk website: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty
We're here to support you throughout the process, so please email us with any questions: gallery@gillieandmarc.com
SHIPPING TIMEFRAMES
Available artwork orders will be dispatched within 2-3 business days.*
Shipping Australia-wide
5-7 Days
Shipping to New Zealand*
7-10 days
Shipping to USA & Canada*
7-15 Days
Shipping to United Kingdom*
7-15 Days
International Shipping (All other countries)*
7-20 Days
*Please note that import and customs clearance delays may occur for any orders outside of Australia. Dispatch timings are based on available artworks, excluding large and public artworks, or any orders requiring a custom crate for shipping. Dispatch timeframes may also differ in peak and/or holiday periods.
GALLERY PICK UP
Artworks can be picked up from the gallery within trading hours. The gallery is located at:
19-21 Byrnes St,
Botany NSW 2019
Australia
DELIVERY OPTIONS
Gillie and Marc can deliver to both business and home addresses. Orders will be shipped via traceable courier. If you are not home to receive your delivery, instructions will be provided for you to collect or arrange re-delivery. Orders may be shipped with 'signature upon arrival' upon request.
REFUND & RETURNS POLICY
If for any reason you are not completely satisfied with your purchase, Gillie and Marc will offer a gallery credit, or exchange for an available artwork / item of the same value.
Please email gallery@gillieandmarc.com within 7 days if you are not satisfied with your purchase so that we can resolve any issues.
This return policy does not apply to artworks / items which have been damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All artworks must be returned in their original condition. All postage and insurance costs are to be paid by the buyer.
Gillie and Marc recommend that you return the product via Registered Post and that you pre-pay all postage. You assume any risk of lost, theft or damaged artworks during transit; therefore they advise you take out shipment registration of insurance with your postal carrier. Gillie and Marc will not be responsible for parcels lost or damaged in transit if you choose not to insure.
I HAVE AN ISSUE WITH MY ARTWORK AFTER 7 DAYS. WHAT CAN I DO?
If an issue arises with an artwork, contact Gillie and Marc immediately for an assessment of the artwork or product.
Please provide information including:
- Artwork Title
- Proof of purchase including purchase date and value
- Where the item was purchased (eg. directly from Gillie and Marc or from a reseller, auction house, etc.)
- Description of issue plus any supporting images
Email to: gallery@gillieandmarc.com
An assessment will then be carried out based on the details provided and a team member will get in touch with you.
Please note that subject to the Australian Consumer Law, a Warranty does not apply to any artworks or products sold as seconds, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product or artwork. This also applies to any artworks or products purchased from a third party including reseller or art auction house. In such case it will be your responsibility to discuss the matter directly with the seller.
In addition, we will be unable to offer a Warranty solution if:
(a) You simply changed your mind (see our Refund and Returns policy if within 7 days of receipt).
(b) Bought at auction where the auctioneer acted as an agent for the owner, or in a secondary market (eg. private sales).
(c) Repairs to an artwork or product are made or attempted by anyone other than a service provider approved by Gillie and Marc.
(d) The artwork or product product has not been used or maintained in accordance with the artwork care and maintenance guide. See sculpture care HERE and painting care HERE.
(e) The artwork or product has been handled in an abnormal manner, for example if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire), cold or UV for painted artworks, or not maintained properly in accordance with our maintenance guide.
(f) The artwork or product has been modified in any way.
(g) The artwork or product is tampered with in any way.
We understand that sometimes accidents or unintentional damage can occur, or that you may wish to seek advice from us before contacting the original seller of your Gillie and Marc artwork or product. But don't worry, we're here to help! To assist you with resolving this issue, we kindly ask you contact us via email at gallery@gillieandmarc.com.
Once you've emailed us, one of our friendly team members will reach out to you to discuss the matter further.
SHIPPING FAQ'S
How long will it take to pack and dispatch my order? Works that are available to 'add to cart' will be dispatched from Sydney, Australia within 2 business days. Any 'Enquire Now' works will have shipping calculated as part of your enquiry. We will take care of the shipping quote for you.
How much does shipping cost? Our shipping and handing rates are calculated based on the careful and meticulous handing of your new artwork and the shipping rate to your region. Shipping will be calculated by our team. To enquire about a shipping rate for the artwork you are interested in, please email our team gallery@gillieandmarc.com or call +61 2 9666 3337.
Where does my artwork come from? All artworks will ship from Gillie and Marc studios in Sydney, Australia. Unless specified otherwise.
How long does shipping take? Deliveries within Australia will usually arrive within 5-7* business days. NZ orders will usually arrive within 7-10* business days. North America and Europe shipments will usually arrive within 7-15* business days.
Note: This is based on average delivery timeframes and does not account for any courier delays or additional customs delays.
I am sending my item as a gift or need it urgently. How can I make sure it arrives in time? Our shipping rates are based on standard delivery to your region. However, if you need to expedite your order we can prepare a custom quote for express shipping. Simply contact us and we will do our best to have it arrive in time.
I wish to collect my new artwork from the Gillie and Marc Gallery. Can I do this? Yes! Our gallery is open by appointment only, we can arrange to have your new artwork prepared for collection. Please allow 1 business day for any collections so we can prepare and package the item for you. Contact us to prepare a collection gallery@gillieandmarc.com or call +61 2 9666 3337.
Is my artwork insured and what should I do if my sculpture is damaged on arrival? Yes, all artwork is insured in case of damages, however in order to claim back from the insurance company, it must be unpacked and inspected on the day of arrival. Photos of the exterior of the box and the internal box packaging together with the photos of the damaged sculpture must then be emailed to gallery@gillieandmarc.com. Please do not throw away any packaging until we have resolved the issue.
