Welcome to our FAQ for Customers sections – here is all you need to know. For additional questions, please feel free to contact us any time at contact@coaxmag.de.
How does the purchase process look like?
You choose the artwork you like, go to the product page and get information about all the product’s features. In order to purchase you click on the “Add to Shopping Cart” button. You will then be directed to your shopping cart. Once you’ve clicked the “Proceed” button you will be asked for further details related to delivery and method of payment. As soon as the payment has been processed, you will receive confirmation from our payment partner Shopify.
What methods of payment do you accept?
We accept all credit and debit cards (Mastercard, Visa, American Express etc.) as well as Paypal and bank transfer.
When is my credit card charged?
Your credit card is charged as soon as the artwork is shipped. When you make an online payment to COAX, we receive pre-validation from your bank which confirms that the money is available in your account. Banks generally hold this money in your account until the final part of the payment process, but rules vary. Check with your bank to find out more.
Is it possible to cancel the order?
Sure, you can cancel your order at any time before the artwork has been shipped. Please write an email to inform us that you wish to cancel your order. Once the artwork has been shipped, the cancellation period begins 14 days after delivery. If the work has been shipped, we can only refund you once the work has been returned to the artist in its original condition.
Who can I contact if there is a problem with the order, payment processing, shipping or returns?
Please feel free to contact us at any time with your questions on ordering, payment, shipping or anything else. Just send an email to contact@coaxmag.de
What about packaging of the artworks?
The artist packages his/ her artwork according to a standardised process. COAX checks the packaging of the artwork with the artist before shipping in order to ensure proper protection of the work.
What about delivery times?
On average, delivery takes 7 working days after processing of payment. The timeframe may vary depending on special needs for packaging and the destination the artwork is sent to. Anyway, we will always keep you updated on where your delivery stands and when you will receive your artwork.
Who are your logistics partners and are the artworks insured?
We work exclusively with trusted market leaders of the logistic sector – DHL and UPS – so you can be sure your artwork gets professional handling at all times. All deliveries are ensured, you have nothing to worry about and there are no hiden costs for you.
Can I get artworks delivered to a different person or address?
Sure you can. We simply deliver to the address indicated on your order, no matter whether it’s your address or the address of a different person. We will also set the delivery date with the person who is going to receive the artwork and whose name and address you indicated. If it is meant to be a surprise or a present, please let us know in advance.
I’d like to return the artwork. How do I proceed?
Shopping with COAX is easy and safe – we guarantee a 14 days free return. In case you change your mind for whatever reason, please let us know within 14 days after delivery of the work and we will organize and cover the costs of the return. You will be refunded as soon as the artwork has been returned to the artist.
The artwork was damaged when it arrived. What should I do?
Please get in touch with us as soon as you take notice of the damage. Please take photos of the damage in order to give us a good impression of the current state of the work. We will then decide together on how to proceed. Depending on the nature of the damage we can either offer you to have the work repaired or you simply return it and will be refunded. We cover the cost of repair and transport in the case of damage having occurred during delivery.
Who pays for return costs?
With COAX you enjoy excellent customer service. We guarantee a 14 days free return option, so you can always rely on us covering the costs of the return. You simply have to package the artwork safely before sending it back, using the original packing material. That’s all we ask from you.