What to do when a Gritchenko print arrives damaged

A damaged print is frustrating and expensive. The process is straightforward if you act quickly and document the fault before the packaging disappears. Here is how the claim works and what it covers.

Auvrique Editorial · Fine Art Editions

The short answer

Photograph the damage within 48 hours of delivery, keep the packaging intact, and contact support with your order number and the images. Most damaged prints are replaced or refunded once the claim is reviewed. There is no fixed deadline published for every case, so report it as soon as you can. Do not discard the box or packing materials until the claim is settled.

Document the damage before anything else

Open the parcel carefully and photograph the print in situ before you move it. Capture the overall condition, the damaged area close up, and any crush marks on the frame or canvas edge. A clear set of images is what speeds a claim along. Keep the original packaging, tape, and any corner protectors in place. Those materials matter if a replacement needs to be sent. Do not trim damaged corners or try a repair yourself, since that can change what the fault looks like and complicate the review.

Write down the delivery date and time if it is on the label or your confirmation email. Note whether the courier left the parcel visible or handed it to someone directly. These details are mundane, but they help establish the point at which the damage occurred. A claim that arrives with clear photos, the order number, and the packaging still assembled is far easier to resolve than one that arrives after the box has gone to recycling.

How the return and replacement process works

Contact support with your order number, a short description of the fault, and the photographs you took. State plainly whether you want a replacement print or a refund. The review usually focuses on whether the damage happened in transit rather than on the artwork itself. If the fault is confirmed, a replacement is arranged or the refund is issued according to the policy that applied at the time of purchase Auvrique refund policy. The exact timing depends on the case and on stock availability for a replacement print.

If a replacement is sent, the damaged print is normally returned using a label or instructions supplied with the claim. Do not post the damaged item back before you have written confirmation, because an unlogged return can stall the process. For a refund, the original payment method is the usual route, though the precise handling depends on the order and the payment type. The mechanics are ordinary, but they only work if the claim is logged while the evidence is still fresh.

What to have ready

Order number from your purchase confirmation
Clear photographs of the damage and the packaging
Delivery date and the condition the parcel arrived in
A stated preference for replacement or refund

When damage is hard to classify

Some faults sit in a grey area. A slight corner bend on a poster may be transit damage, or it may be a handling issue once the parcel was opened. A canvas with a small surface mark may have been struck in delivery, or it may have been there before shipping. The review tends to weigh the photographs and the packaging condition together, not one in isolation. If the evidence is ambiguous, support may ask for more images or a closer look at the item before deciding.

This is the point where an anxious buyer can lose patience. The honest concession is that not every claim is resolved on the first message. A second set of photos or a clearer description of where the damage sits can move a borderline case toward a decision. That is frustrating, but it is also the reason to keep the packaging and the original images rather than relying on memory once the initial annoyance has passed.

The packaging is not waste. It is the evidence that turns a complaint into a resolved claim.

Key takeaways

Photograph the damage and keep the packaging before you do anything else.
Log the claim with your order number and clear images as soon as possible.
State whether you want a replacement or a refund when you report the fault.
Do not return the damaged item until the claim has been confirmed in writing.

Related questions

What if the damage is only visible after I hang the print?

Photograph the fault as soon as you notice it and keep the hanging hardware and any packaging you still have. A late discovery is still a valid claim, though the evidence is weaker without the original box. Report it promptly and describe where the damage sits on the print.

Does a damaged print affect the rest of my order?

Not automatically. A damaged print is usually handled as its own claim, while the rest of the order can remain unaffected. If several items arrived together and only one is damaged, report that item specifically and keep the others aside until the claim is reviewed.

What if I opened the parcel a while ago and no longer have the box?

You can still report the damage, but the claim becomes harder to support without the packaging. Send the clearest photographs you have and describe the delivery condition as best you can. The review may take longer, and the outcome is less certain without the box as evidence.

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