Who Is Responsible for What

We only display trust claims — "insured shipping", "buyer protection", "14-day returns", "provenance guaranteed" — when the workflow behind them is actually operational. This page separates the four parties involved in every order so nothing is ambiguous.

What we, the platform, take responsibility for:

• Verifying every artist through our Cultural Board before they can list.
• Reviewing every product for factual, cultural, ownership, provenance, pricing, shipping and image-quality checks before publication.
• Issuing a signed provenance certificate with a unique provenance ID for eligible works, and archiving supporting evidence.
• Operating the dispute workflow: submission, evidence upload, artist response, administrator review, refund decision, case status tracking.
• Operating the return workflow: eligibility check, return authorization (RMA), inspection, refund approval.
• Encrypted checkout and secure handling of personal data per our Privacy Policy.

Insurance against loss or damage in transit is provided by the shipping carrier or a third-party shipping insurer — not by the platform. For each shipment we record whether insurance was purchased and at what value.

• The carrier's insurance covers loss or physical damage in transit, up to the declared value.
• The carrier is responsible for handling, sorting, and delivery scans.
• Where a shipment is uninsured, that is disclosed on the shipment record before dispatch.

• Accurate listing: title, materials, dimensions, weight, creation year, process, cultural context, provenance.
• Packaging the piece safely and confirming packaging with photos before dispatch.
• Providing a shipping quote, selecting a carrier, purchasing insurance where applicable, and supplying a valid tracking number.
• Responding to disputes within the timeframe stated in the Seller Agreement.
• Honoring returns for eligible non-customized pieces.

• Providing an accurate shipping address and being available (or authorising a recipient) to receive delivery.
• Paying any import duties, taxes or customs fees charged by the destination country — unless the listing explicitly states these are included.
• Inspecting the piece on arrival and reporting damage, non-arrival or misdescription within the timeframes in our Buyer Protection Policy.
• For returns: initiating a return authorization before shipping the piece back, and packing it to at least the standard it was received in.
• Understanding that commissioned or customized pieces are non-returnable except in cases of damage or misdescription.

Any of the following will only appear on marketing surfaces after the underlying workflow is live and staffed:

• "Insured worldwide shipping" — enabled per shipment based on the carrier's insurance record.
• "Customs handled" — off by default; buyers currently pay duties and taxes.
• "Full buyer protection" — enabled once the dispute workflow is staffed for 24-hour response.
• "Provenance guaranteed" — enabled once every sold work receives a signed certificate.
• "14-day returns" — enabled once return authorisation and inspection are live.