Frequently asked questions

FAQs

 

Last Updated: Sep-28-2018

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Top Questions

How does it all work?

marsoum.co connects art buyers with artists, sometimes directly, and at others through partner galleries. 

When you order an artwork through marsoum.co, we share the order information with the artist or partner gallery and the artwork is shipped directly to you through a trackable, expedited mail provider. For more details on shipping, click here.

We operate on a consignment basis, which means that the majority of the proceeds go towards supporting an artist that would not normally be able to sell their artworks internationally or online. In exchange for our commission, we assist artists in gaining exposure and making a living by featuring them on our website, blog, social media, search engine marketing campaigns, and live pop-up exhibitions. For more information on our mission, click here.

Where are my artworks?

We send you two emails when you order something from us. The first confirms that we received your order information and payment. The second email usually follows within a week and confirms that your artworks were shipped out, including details such as the tracking number. For more details, head over to shipping times & methods.

How do I confirm that you’re selling original artworks?

We take what we do very seriously, and that includes a strict vetting process of all artworks that we feature for sale, whether online or in-person. Any artwork we sell will come directly through the artist, or the artist’s representing gallery. In either case, your artworks are signed by the artists that created them, and also ship with certificates of authenticity, which are signed by either the artists or the gallery’s highest authority, in order to certify that your artwork is original and consistent with what it was advertised as.

What is your return policy?

We want you to be completely satisfied with your new artwork(s), so we give you 15 days from the date that the artwork reached your address to return your unused artwork(s) in its/their original condition & packaging (or packaging that offers the same level of protection as the one you received it in). 

In order for us to process your return, we must receive your artwork(s) within 15 days of the date the tracking information shows that your artwork reached its destination. Please account for the time it takes for your carrier to ship your artwork(s) back to where it came from.

Artworks that are discounted (on sale), and ones that were paid for with a gift card cannot be returned. Also, any artworks marked final sale cannot be returned either.

Please keep in mind that we don’t refund any shipping costs you may have incurred to either clear the artwork or to return it to us/its place of origin.  

Read the full policy here.

I received a damaged artwork. What do I do now?

  1. Take photos of the artwork & packaging in full, and zoom in on the damaged areas of the artwork itself and the damaged packaging.

  2. Email the photos you just took to us at ishi@marsoum.co, in addition to your order number, and any other details you think would be important (don’t worry, we’ll ask you if we’re missing any information from you).

  3. Wait for us to review your case and respond with return instructions. This normally takes a week at most.

  4. Return the item to us, in the same way you would return our item per our Return Policy.

  5. Once our team or partner has received and inspected the artwork, we will refund your credit card for the value of the artwork, less shipping, customs and duties incurred while sending the artwork to you, and upon your sending it back.

Keep in mind that if six months have passed since you received your artwork, we won’t be able to refund you, even if the artwork has been damaged. 

Can I exchange an artwork?

As a general rule, we do not offer direct exchanges due to the unique nature of the majority of our artworks. For more details and exceptions, head to Returns & Exchanges.

How do you calculate shipping and handling costs?

We negotiate preferential volume rates with our partner carriers & pass those savings on to you. You can rest assured that we do not mark up shipping costs with the intention of making a profit on them.

We use expedited courier services that charge us based on the following:

Size

Weight

Artwork Value

Place of Origin

Destination (categorized into zones based on distance, with each zone having a set cost per kg)

Special Requirements, if any (e.g. extra padding for fragile sculptures)

I’m an artist, how do I join the collective?

Please submit a link to your bio & portfolio using the contact form on the contact page, or send them as attachments to ishi@marsoum.co. Due to the volume of inquiries that we receive, we apologize in advance if we don’t get back to you right away.

How do I know I’m paying a fair price for an artwork?

As a rule of thumb, anything below 1,000 (one thousand) USD is considered “affordable” art, although some define it as anything under 10,000 USD.

Pricing is probably one of the biggest mysteries in the contemporary art world, so we will do our best to provide the biggest factors to consider when questioning the price of an artwork:

 Is the artwork unique or of multiple editions? More editions = cheaper

How big is the artwork? Larger = more expensive

What materials or media did the artist use? Oil is more expensive than watercolor, was any gold leaf used?, etc.

How long did it take the artist to produce the artwork?

How well-established is the artist? Artists that have been creating and selling works for a long period of time usually have a consistent level of demand for their works, which helps dictate a fair market price as any given point in time through benchmarking. An emerging artist, on the other hand, doesn’t have a lot of brand equity, or sales history. We work with emerging artists to set fair asking prices based on the other factors mentioned above.

The following factors, while still valuable, are not as reliable when assessing the price of an artwork:

Were any of artist’s works featured in an auction recently? One-off and charity auctions should be used with a grain of salt and only for artworks that are very similar to the one being assessed. 

How old is the artwork? Mostly if the artist has gone through several eras and one is considered more desirable than others.

Is there any secondary market data available? All artists go through a stage of establishing a secondary market for their works, where there is discrepancy from the gallery prices—and only a small number of artists really make it beyond this point.

Is this artist alive? Certain artists’ works appreciate in value when an artist is deceased & therefore supply of his/her works is limited, but this isn’t always the case.

Orders & Payments

How can I pay for my order?

We use Stripe, an industry leading payment gateway that allows us to accept Visa, MasterCard, American Express, and Discover cards. If your bank or credit union is equipped with Apple Pay capabilities, you can also make your payment using a card connected to your Apple Pay compatible device. Click here more information about Stripe. You can find out more about Apple Pay by clicking here

We currently do not accept PayPal, cash or checks. We also do not offer gift cards or store credit at the moment. 

How do I redeem a promotional or discount code? 


  1. Purchase an artwork (or several artworks) as you normally would.

  2. Once you are ready to checkout, look at the Order Summary & find the “Discount Code” field right below it.

  3. Input your discount code in the field, hit the Apply button next to it, and your subtotal will be updated, along with a message that the code was successfully applied.

  4. You will also get a second chance to apply a code in the Payment section while checking out.

I just received an error message when trying to check out. What happened?

Start by verifying your billing information, as it needs to match what the bank that issued your credit card has on file. If you enter a different address, phone number, or name than what your bank has on file, then your order won’t go through.

Was my order placed successfully?

You’ll know that your order was successfully placed if you are directed to an order confirmation page that includes your order number. By reaching this page you can safely assume that we’ve received your order and will begin processing it very shortly. You will also receive an email with the same confirmation number and a summary of your order within minutes of placing the order. Please check your junk folder if you don’t see this email. A few days later, you’ll receive another email confirming that your order was shipped, along with a tracking number.

However, you may be able to take advantage of our return policy once you’ve received your shipment. Head over to the Returns section for details.

Can I cancel an order?

Your order can’t be canceled or modified once it is confirmed. We do this to help us get our shipments to our customers as quickly as possible. 

However, you may be able to take advantage of our return policy once you’ve received your shipment. Head over to the Returns section for details.

Shipping + Handling

Where’s my order?

Check the tracking number in the second email you received from us for your order. 

We send you two emails when you order something from us:

  1. The first confirms that we received your order information and payment. 

  2. The second email usually follows within a week and confirms that your artworks were shipped out, including details such as the tracking number.

We make every effort to ship artworks out within a maximum of 15 days from the order date. In some exceptional cases, this might take a bit longer (airline disruptions, partner gallery holidays, etc.). 

Keep in mind that your artworks will ship via trackable courier, and that packages require  signatures upon delivery.

Feel free to contact us at any point to get an update.

If I order several artworks, will they all ship together?

We can’t guarantee that. Because of the nature of our business, different artworks might ship to you from different partner galleries or artists’ studios all around the world. You will receive separate tracking data for each shipment if we have to send you your order in multiple shipments.

Why do your artworks ship unframed?

Although we would love to ship artworks that are ready to go up on your walls, we ship artworks unframed for several reasons:

  1. Frames weigh more than the artworks themselves, although they are less valuable. This would add drastically to your shipping costs.

  2. Framed artworks are generally bulkier & harder to transport than rolled/flattened artworks.

  3. Our partner galleries & logistics carriers have years of experience with shipping artworks & have found that artwork specific flat boxes or cardboard tubes are the best ways of minimizing and preventing damage to artworks during shipping. 

What Kind of insurance is there on shipments?

We provide insurance for loss or damage during transit on shipments through a trusted partner. Contact us as soon as you become aware of an issue so that we can resolve it swiftly.

What about customs clearance & declarations?

Depending on the country that you’ve picked as your artworks’ destination, you might have to pay import duties, customs, clearing fees, and other taxes and duties. These fees are your responsibility, which is why we strongly recommend that you check with local authorities on them before placing an order through marsoum.co.

Does marsoum.co ship everywhere?

The countries that we can ship to are listed below. Please note that these may change at any time, and without notice, as they are controlled by our shipping partners. We update the list on this page whenever we are made aware of any changes. 

  • Afghanistan 

  • Germany

  • Nigeria

  • Albania

  • Ghana

  • Niue

  • Algeria

  • Gibraltar

  • Norway

  • American Samoa

  • Greece

  • Oman

  • American Samoa/Tutulia Island

  • Greenland

  • Pakistan

  • Andorra

  • Grenada

  • Palau

  • Angola

  • Guadeloupe 

  • Palestine, State of

  • Anguilla

  • Guam

  • Panama

  • Antigua and Barbuda

  • Guatemala

  • Papua New Guiena

  • Argentina

  • Guernsey

  • Paraguay 

  • Armenia

  • Guiena

  • Peru

  • Aruba

  • Guiena-Bissau

  • Philippines

  • Australia

  • Guyana (British)

  • Poland

  • Austria

  • Haiti

  • Portugal 

  • Azerbaijan 

  • Honduras

  • Puerto Rico

  • Bahamas

  • Hong Kong

  • Qatar

  • Bahrain

  • Hungary

  • Reunion Islands

  • Bangladesh

  • Iceland

  • Romania

  • Barbados 

  • India

  • Russia

  • Belarus

  • Indonesia 

  • Rwanda

  • Belgium

  • Iraq

  • Saint Helena

  • Belize

  • Ireland

  • Saint Kitts & Nevis

  • Benin

  • Italy

  • San Marino

  • Bermuda

  • Jamaica

  • Sao Tome & Principe

  • Bhutan

  • Japan

  • Saudi Arabia

  • Bolivia

  • Jersey

  • Senegal

  • Bosnia & Herzegovina

  • Jordan

  • Serbia

  • Botswana 

  • Kazakhstan

  • Seychelles 

  • Brazil

  • Kenya

  • Sierra Leone

  • Brunei

  • Khyrzstan

  • Singapore 

  • Bulgaria

  • Kiribati

  • Slovakia

  • Burkina Faso

  • Korea (South)

  • Slovenia 

  • Burundi 

  • Kosovo

  • Solomon Islands

  • Cambodia 

  • Kuwait

  • Somalia

  • Cameroon

  • Laos

  • South Africa

  • Canada

  • Latvia

  • Spain

  • Cape Verde

  • Lebanon

  • Sri Lanka

  • Cayman Islands

  • Lesotho

  • St Barthélémy 

  • Central African Republic 

  • Liberia

  • St Lucia

  • Chad

  • Libya

  • St Vincent & The Grenadines

  • Chile

  • Liechtenstein 

  • Suriname

  • China

  • Lithuania 

  • Swaziland

  • Colombia

  • Luxembourg 

  • Sweden

  • Comoros

  • Macau

  • Switzerland 

  • Congo

  • Macedonia 

  • Tahiti/French Polynesia

  • Congo D.P.R.

  • Madagascar 

  • Taiwan

  • Cook Islands

  • Malawi

  • Tajikistan

  • Costa Rica

  • Malaysia

  • Tanzania

  • Côte d’Ivoire 

  • Maldives

  • Thailand

  • Croatia

  • Mali

  • Timor-Leste

  • Curaçao 

  • Malta

  • Togo

  • Cyprus

  • Marshall Islands

  • Tonga

  • Czechia

  • Martinique

  • Trinidad & Tobago

  • Denmark 

  • Mauritania

  • Tunisia

  • Djibouti 

  • Mauritius

  • Turkey

  • Dominica 

  • Mayotte

  • Turks & Caicos

  • Dominican Republic 

  • Mexico

  • U.A.E.

  • Ecuador 

  • Micronesia

  • U.K.

  • Egypt

  • Moldova

  • U.S.

  • El Salvador

  • Monaco

  • Uganda

  • Equatorial Guiena

  • Mongolia

  • Ukraine

  • Eritrea 

  • Montenegro 

  • Uruguay 

  • Estonia

  • Montserrat 

  • Uzbekistan 

  • Ethiopia

  • Morocco

  • Vanuatu 

  • Falkland Islands (Malvinas)

  • Mozambique 

  • Vatican

  • Faroe Islands

  • Myanmar

  • Venezuela 

  • Fiji

  • Namibia

  • Vietnam

  • Finland

  • Nauru

  • Virgin Islands (British)

  • France

  • Nepal

  • Virgin Islands (US)

  • French Guiana

  • Netherlands

  • Western Samoa

  • Gabon

  • New Caledonia 

  • Yemen

  • Gambia

  • New Zealand 

  • Zambia

  • Georgia

  • Niger

  • Nicaragua 

  • Zimbabwe 

Don’t see your country on the list? Contact us and we’d be happy to find a way to get to you.

What are your shipping and handling fees?

We negotiate preferential volume rates with our partner carriers & pass those savings on to you. Our partner carriers charge based on the following:

Size

Weight

Artwork Value

Place of Origin

Destination (categorized into zones based on distance, with each zone having a set cost per kg)

Special Requirements, if any (e.g. extra padding for fragile sculptures)

Our website is configured to automatically calculate shipping based on the criteria we just listed, so you should not expect to be charged any adjustments for shipping after placing your order. You can rest assured that we do not mark up shipping costs with the intention of making a profit on them.

Returns + Exchanges

What is your return policy?

We want you to be completely satisfied with your new artwork(s), so we give you 15 days from the date that the artwork reached your address to return your unused artwork(s) in its/their original condition & packaging (or packaging that offers the same level of protection as the one you received it in). 

In order for us to process your return, we must receive your artwork(s) within 15 days of the date the tracking information shows that your artwork reached its destination. Please account for the time it takes for your carrier to ship your artwork(s) back to where it came from.

Artworks that are discounted (on sale), and ones that were paid for with a gift card cannot be returned. Also, any artworks marked final sale cannot be returned either.

Please keep in mind that we don’t refund any shipping costs you may have incurred to either clear the artwork or to return it to us/its place of origin.  

For more details, check out our full Return Policy.

Can I exchange something?

As a general rule, we do not offer direct exchanges due to the unique nature of the majority of our artworks. For more details and exceptions, head to Returns + Exchanges.

I received a damaged artwork. What do I do now?

  1. Take photos of the artwork & packaging in full, and zoom in on the damaged areas of the artwork itself and the damaged packaging.

  2. Email the photos you just took to us at ishi@marsoum.co, in addition to your order number, and any other details you think would be important (don’t worry, we’ll ask you if we’re missing any information from you).

  3. Wait for us to review your case and respond with return instructions. This normally takes a week at most.

  4. Return the item to us, in the same way you would return our item per our Return Policy.

  5. Once our team or partner has received and inspected the artwork, we will refund your credit card for the value of the artwork, less shipping, customs and duties incurred while sending the artwork to you, and upon your sending it back.

Keep in mind that if six months have passed since you received your artwork, we won’t be able to refund you, even if the artwork has been damaged.

How do I return an artwork?

Step 1: Request Return Online through the contact form or by logging in to your account (if you have one). Don’t forget to include your order number. We’ll respond within 48 hours with shipping instructions.

Step 2: Package Artwork Up in the original packaging or packaging that offers the same level of protection as the one you received it in.

Step 3: Ship Artwork Back using a tracked courier service.

Step 4: Wait for Confirmation from us that we’ve received and inspected your artwork, and requested a refund from our credit card processor for the net amount.

How Long do I have to wait for my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at ishi@marsoum.co.

Who pays for shipping on returns?

To return your product, you should mail your product to the mailing address that we share with you upon contacting us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Artists

Who are your artists?

You can find out more about the artists that we represent by checking our Monthly Artist Profile feature, or by checking out some of the artist interviews we post on our Journal

How do you pick your artists?

Our artists are ambassadors for the region’s rich heritage and diverse art forms, first and foremost. We carefully pick our artists so that they embody the following:

  • Pride in their heritage & alignment with marsoum.co’s mission

  • The ability to tell compelling stories that represent the region’s contemporary side 

  • A distinct aesthetic & unique style

Can I purchase artworks directly from the artists themselves?

You might be tempted to reach out directly to an artist, with the hope of saving on the gallery’s commission, or for whatever other reason. You might want to think twice before doing that as you risk putting the artist in a compromising position. 

We work with our artists on a consignment basis, and their input on pricing is combined with ours to arrive at price points that are fair to them, to us, and to you as a collector. Attempting to sell an artwork that is listed on marsoum.co outside of our portal puts the artist in breach of contract, which means that they could lose all future potential business through us should we find ourselves having to terminate their contract.

I’m An Artist, How do I join the collective?

Please submit a link to your bio & portfolio using the contact form on our contact page, or send them as attachments to ishi@marsoum.co. Due to the volume of inquiries that we receive, we apologize in advance if we don’t get back to you right away.

General Questions

How does it all work?

marsoum.co connects art buyers with artists, sometimes directly, and at others through partner galleries. 

When you order an artwork through marsoum.co, we share the order information with the artist or partner gallery and the artwork is shipped directly to you through a trackable, expedited mail provider. For more details on shipping, click here.

We operate on a consignment basis, which means that the majority of the proceeds go towards supporting an artist that would not normally be able to sell their artworks internationally or online. In exchange for our commission, we assist artists in gaining exposure and making a living by featuring them on our website, blog, social media, search engine marketing campaigns, and live pop-up exhibitions. For more information on our mission, click here.

How do I know I’m paying a fair price for an artwork?

As a rule of thumb, anything below 1,000 (one thousand) USD is considered “affordable” art, although some define it as anything under 10,000 USD.

Pricing is probably one of the biggest mysteries in the contemporary art world, so we will do our best to provide the biggest factors to consider when questioning the price of an artwork

 Is the artwork unique or of multiple editions? More editions = cheaper

How big is the artwork? Larger = more expensive

What materials or media did the artist use? Oil is more expensive than watercolor, was any gold leaf used?, etc.

How long did it take the artist to produce the artwork?

How well-established is the artist? Artists that have been creating and selling works for a long period of time usually have a consistent level of demand for their works, which helps dictate a fair market price as any given point in time through benchmarking. An emerging artist, on the other hand, doesn’t have a lot of brand equity, or sales history. We work with emerging artists to set fair asking prices based on the other factors mentioned above.

The following factors, while still valuable, are not as reliable when assessing the price of an artwork:

Were any of artist’s works featured in an auction recently? one-off and charity auctions should be used with a pinch of salt and only for artworks that are very similar to the one being assessed. 

How old is the artwork? Mostly if the artist has gone through several eras & one is considered more desirable than others.

Is there any secondary market data available? All artists go through a stage of establishing a secondary market for their works, where there is discrepancy from the gallery prices—and only a small number of artists really make it beyond this point.

Is this artist alive? Certain artists’ works appreciate in value when an artist is deceased & therefore supply of his/her works is limited, but this isn’t always the case.

How do I confirm that you’re selling original artworks?

We take what we do very seriously, and that includes a strict vetting process of all artworks that we feature for sale, whether online or in-person. Any artwork we sell will come directly through the artist, or the artist’s representing gallery. In either case, your artworks are signed by the artists that created them, and also ship with certificates of authenticity, which are signed by either the artists or the gallery’s highest authority in order to certify that your artwork is original and consistent with what it was advertised as.

How do I stay up to date on your news?

You can stay up to date on our developments and events by:

  • Joining our Newsletter

  • Reading our Journal

  • Using the Live Chat box at the bottom of each page. 

  • Sending us a message using our Contact Form

  • Sending us a message by Email