Last updated: 22 October 2026
Each artwork is handled with care. Please review the information below before purchasing an original artwork or commissioning a piece from Nelsonpaulart.
For delivery enquiries, returns, or cancellations, contact nelsonpaulart@gmail.com, including your order number where available.
1. Delivery arrangements and charges
Delivery availability and costs depend on the artwork’s size, weight, framing, packaging requirements, and destination.
Unless a listing or written quotation expressly includes delivery, delivery charges are additional. We will confirm the delivery charge and total payable before you make payment. If checkout does not show a delivery charge, this does not automatically mean delivery is free; please contact us for a quotation.
Local collection in Dubai may be arranged by prior agreement. International delivery is subject to confirmation for the artwork and destination concerned.
2. Dispatch and delivery times
For existing artworks, we will confirm an estimated dispatch and delivery timeframe when arranging your order.
For commissions, the estimated completion timeframe will be agreed before work begins. Framing, drying time, packaging, and delivery may require additional time.
Artwork is dispatched or released for collection after the agreed payment has cleared.
Delivery dates are estimates unless expressly agreed otherwise. If a significant delay occurs, we will contact you to discuss the revised arrangements and any options available under applicable law.
3. Packaging and international deliveries
Packaging is selected according to the artwork’s medium, size, and framing. Any special arrangements, such as shipping an artwork rolled rather than stretched, will be agreed before dispatch.
For international orders, destination-country import duties, taxes, and customs charges are payable by the buyer unless our written quotation states otherwise. These charges are separate from the artwork price and shipping charge.
Please provide accurate delivery details and a contact number. Any additional costs arising from an incorrect address or a requested redelivery will be explained before further arrangements are made.
4. Framing
The product description or agreed quotation will state whether an artwork is:
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Framed: the specified frame is included in the quoted artwork price.
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Unframed: no decorative frame is included.
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Framing optional: framing is available at an additional agreed cost.
For optional framing, we will confirm the frame selection, price, and additional preparation time before proceeding.
Frames and room settings shown in presentation images are illustrative unless the product description expressly states that the pictured frame is included.
Listed artwork dimensions refer to the artwork itself unless stated otherwise. External framed dimensions may be larger.
5. Checking your delivery
Please inspect the artwork and packaging promptly after delivery.
If an artwork arrives damaged, is incorrect, or differs materially from its description, email nelsonpaulart@gmail.com as soon as possible. Where practical, please include:
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Your order number.
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Photographs of the artwork and any damage.
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Photographs of the outer packaging and shipping label.
Please retain the packaging while we arrange the next steps. We ask that visible delivery damage be reported within 48 hours where possible, to help investigate with the carrier. This request does not limit your legal rights or exclude claims for damage or defects discovered later.
Do not attempt repairs or return the artwork before contacting us for instructions.
6. Change-of-mind returns for existing artworks
For an existing artwork that has not been personalised or specially altered, you may request a change-of-mind return within 14 calendar days of delivery.
After contacting us, please dispatch the return within 14 calendar days of receiving our return instructions.
The artwork must be returned in its original condition, without alteration or damage, together with any included frame, certificate, or accessories. Use the original protective packaging where possible, or packaging providing equivalent protection.
For change-of-mind returns:
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The buyer pays the return delivery cost.
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The original delivery charge is not refundable where permitted by applicable law.
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A tracked delivery service with suitable cover for the artwork’s value is recommended.
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Any proposed deduction for loss or damage will be explained and applied only where permitted by law.
These conditions concern voluntary change-of-mind returns. Different rights apply where an artwork is defective, damaged on arrival, incorrect, or materially different from its description.
7. Damaged, defective, or incorrect artworks
If there is a problem for which we are responsible, we will arrange an appropriate remedy in accordance with applicable law. This may include repair, replacement where possible, or a refund.
Original artworks are unique, so an identical replacement may not be available. We will discuss the available options without limiting your statutory rights.
We will cover reasonable agreed return or collection costs where the artwork is defective, arrives damaged, or was supplied incorrectly.
Minor differences between screen colours and the physical artwork can occur. This does not exclude your rights where the artwork differs materially from its description.
8. Cancelling an existing-artwork order
Please contact us promptly if you wish to cancel an order.
If the artwork has not been dispatched and no agreed customisation has begun, we will cancel the order and refund the payment.
If dispatch has already taken place, we will explain the applicable return arrangements.
Where you have specifically requested custom framing or alterations, any cancellation costs must relate to work or costs agreed in advance, be explained to you, and be permitted by applicable law.
9. Commission payments and approval
A 50% deposit is required to confirm a commission and begin work. The remaining balance is due after approval of the completed artwork and before dispatch or collection.
Before work begins, we will agree the subject, medium, size, price, framing requirements, estimated timeframe, and any included revision stages.
Requests outside the agreed scope may affect the price or completion date. Any additional charges will be agreed before the extra work proceeds.
10. Commission cancellations
If you need to cancel a commission, please notify us in writing as soon as possible.
Before work begins: your deposit will be refunded, except for any specifically agreed, non-recoverable costs already incurred on your behalf, where legally permitted.
After work begins: we may deduct a reasonable amount for work already completed and specifically agreed, non-recoverable costs. We will provide a breakdown and refund any remaining amount paid. The whole deposit is not automatically forfeited simply because you cancel.
After completion: personalised commissions are not normally eligible for a change-of-mind return. This does not affect your rights if the work is defective, damaged, or materially fails to match the agreed commission brief.
If we are unable to fulfil the commission, we will contact you and refund payments for any work or goods we cannot supply. Any alternative arrangement will require your agreement.
11. Refunds
Payments are currently accepted by bank transfer only. Approved refunds will normally be returned by bank transfer to the original payer, subject to verification.
For returned artworks, we will inspect the artwork promptly and explain the refund decision. Approved refunds will be processed within 14 calendar days of approval, or sooner where required by law. Your bank may require additional processing time.
We do not require your online-banking password, PIN, or verification codes to issue a refund.
12. Your consumer rights
Nothing in this policy excludes or limits rights or remedies that apply under mandatory consumer-protection law.
Where mandatory legal rights differ from this policy, those rights take precedence.
13. Contact
Nelson Paul — Nelsonpaulart
Dubai, United Arab Emirates
Email: nelsonpaulart@gmail.com
Website: https://nelsonpaulart.com