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Frequently Asked Questions

 

What is your shipping Policy?

Original artwork - We take your investment seriously so originals are transported by art couriers to ensure they arrive safely in your hands. Once your order is confirmed we will organise for the next available shipment to your area. Please be aware that as we operate from a remote area this can take a little extra time. Rest assured, we will keep you updated all through the process so you know where your painting is and when to expect it. Signature required on delivery.

Limited Edition Prints - These are printed on demand, they take a little extra time than open edition prints as they are first shipped to us for signing and numbering by Melissa. From there we ship to you the following business day by USPS Priority Mail with insurance included and a signature required on delivery. Tracking number will be provided to you upon shipping so you can follow the progress of your delivery. Expect a delivery time of 2-3 weeks, but we'll do everything we can to do some magic and get them there earlier.

Prints (Open Edition) - These are also printed on demand , and are shipped direct to you from the printer. Printing and delivery typically takes 7-14 days depending on your location. Should you order framing of your print please allow an extra 1-2 weeks.

International - We use Fedex to ship to our International customer. Fedex shipments will be sent out once weekly due to our remote location. 

What is your Policy on Returns/Exchanges/Refunds? 

All sales are final, we do not accept change of mind returns or exchanges. Should your artwork arrive damaged please contact us right away so we can remedy the problem for you and find the best solution.

How can I keep up with your new work?

Firstly, we recommend you join our newsletter to receive in-depth news, subscriber only special offers and updates. You'll also find us on Facebook regularly posting work in progress, and Instagram.

How do I order a painting of my horse?

Go to our commissions page and you'll see an option to purchase a commission. Time to start depends on current workload and there is often a wait list. Typically a portrait takes about 4 weeks to paint, and then another 3 weeks for framing. All work done for US clients comes fully framed in archival quality materials your choice of either conservation grade glass (standard option) or Masterclass acrylic (upgrade option) that makes for a superbly clear image, without the reflection of standard glass, nor the loss of detail associated with standard non-reflective glass. Should you be based outside the US please contact us direct at tohlakaiart@gmail.com to discuss your needs and a quote to get an unframed portrait to you. Melissa will also provide guidance on framing for international orders.

Photos - Melissa loves to take photo's of her subjects and get to know them prior to painting them. However, that's often not possible due to distance so she's happy to use your photos. Photo's need to be of high quality with good lighting and detail to ensure a great result for you. Feel free to email photos you might like to use and we can advise on their suitability. Professional photo's can be used provided the photographer provides a signed letter of consent showing that they give permission for Melissa to use the photo and that no copyright will be breached.

Deposit of $1,000 is required to confirm booking, then a further $1,000 upon commencement of the painting. The balance is due upon completion of the portrait once it is ready to ship. Deposits are non-refundable should you default on payment due to the substantial amount of time and money invested in each portrait.

Copyright

Melissa retains copyright to all of her artwork and none of her images/paintings may be reproduced in any form by anyone other than the artist. If Melissa took the photos she painted, or has a licensing agreement for the image used, she retains the right to reproduce them. When you commission a painting you own the physical painting, but not the reproduction rights and must not copy or reproduce the image in any form.

 

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Description from Merchant:

All materials, from professional grade pastels, to our papers, framing materials (including museum grade glass and acrylic) are archival to ensure you only receive the highest quality for your investment. We only use the finest archival papers for prints - we believe the higher cost pays for itself over and over in the long term!

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