We would like to thank you, first of all, for doing business with Artefaks. We designed this site with the intention of making it both easy to use and secure. However, it is possible that some small problems may arise.

At Artefaks, our mission is to give our users all the support possible. Therefore, should you experience a problem, the first thing to do is to report it to our customer service by writing to service@artefaks.com or by calling 514-303-3287, Monday to Friday from 9:00 a.m. to 5:00 p.m. (Eastern time). But before doing so, be sure to follow the instructions below.

Here are the steps to follow based on your specific situation:

If you are a buyer

Difficulty paying for a purchase

You’ve confirmed your intention to purchase an item, but you’re unsure of how to make the payment and would like some help. Contact Artefaks, we can clearly explain the steps for making a payment.

Difficulty confirming your intention to purchase an item

You would like to purchase an item, you’ve clicked on the Purchase button and filled in the form with your contact information. However, you’re not sure if you’ve confirmed your intention to purchase the item, either because you haven’t received the email asking you to confirm your purchase or because the link in the email doesn’t work. Don’t try to purchase the item again, you could risk buying it more than once. Instead, contact Artefaks, we can clarify the situation right away.

Cancelling a transaction before confirming your intention to purchase

You haven’t yet confirmed your purchase and you decide that you no longer want to buy the item. No problem. You don’t have to do anything. Just ignore the email asking you to confirm your intention to purchase the item. You may receive a reminder email… just ignore that one too.

Cancelling a transaction after having confirmed your intention to purchase

You’ve confirmed your purchase, but decide that you no longer want the item and don’t want to pay. Be aware that cancelling a transaction (non-payment) costs money for the artist-seller. Transaction fees are charged to the artists as soon as you confirm your intention to purchase, regardless of whether or not the payment has been made. Please do not cancel your transaction after confirming it or neglect to pay for your purchase.

However, if you cannot avoid doing otherwise and you would like to cancel the transaction anyway, please inform Artefaks by email. We will inform the seller so that he/she knows that the transaction has been cancelled and may take the necessary measures.
Thank you.

Purchase not received

After a reasonable amount of time, you still haven’t received the item purchased. Don’t worry, it’s probably just a simple delay. Before contacting Artefaks, make sure that you have indeed paid for the item via PayPal (normally, you should have received a receipt by email). Next, contact Artefaks to explain your situation. We will follow up with the seller and inform you of the results as soon as possible.

Problem with the item received

The item you’ve received isn’t the right one, it’s damaged or the wrong size, etc. Please look at the seller’s return, exchange or refund policy and inform him/her of the problem using the Artefaks messaging service. If you do not get a satisfactory response, contact Artefaks.

If you are a seller

Confirmed purchase unpaid

After a reasonable amount of time, the buyer has still not paid for the item. The buyer may simply have forgotten to pay for the item or does not know how to pay for it. Before shipping the item, contact Artefaks. We will send an email to the buyer with information reminding him/her how to make a payment via PayPal.

Missing information for shipping purposes

The buyer has forgotten to specify important information about the item (colour, size, etc.) or has not provided all the necessary contact information so you can send the item. You can either contact Artefaks or, if you have the information, contact the buyer yourself to obtain the specific details.

Package returned

You shipped the item, but the package was returned. The buyer probably just made an error when indicating his/her address, or was not able to pick up the delivery. Keep the package and contact Artefaks. We will renegotiate shipping fees (if applicable). Do not re-send the item before the problem has been clarified.

Thnak you.

For any other problems, contact Artefaks’ customer service by email at service@artefaks.com or by phone at 514-303-3287, Monday to Friday, 9:00 a.m. to 5:00 p.m. (Eastern time).