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Contacting Artists

Direct communication with artists ensures quick resolution of questions or issues. This guide explains how to reach artists and what to expect.

Why Contact Artists​

Artist-Direct Model​

Artists handle their own:

  • Order fulfillment
  • Customer service
  • Shipping questions
  • Returns/refunds
  • Custom requests

Gallery Facilitates: Payment and discovery Artists Handle: Everything else

How to Contact​

Through Order Page​

Best Method:

  1. Log in → Orders
  2. Select your order
  3. Find artist's section
  4. Click "Contact [Artist Name]"
  5. Write message
  6. Send

Message Features:

  • Direct to artist
  • Order context included
  • Notification sent to artist
  • Responses threaded

Contact Information​

Order Confirmation includes:

  • Artist email (sometimes)
  • Link to contact form
  • Artist's store link

Product Pages show:

  • "Contact Artist" button
  • Pre-populated with product info

Response Times​

Expected Response​

Standard: Within 24 hours Good: Within 12 hours Exceptional: Within 1-2 hours

Business Hours:

  • Most artists respond during business days
  • Evenings/weekends may be slower
  • International artists: consider time zones
Gallery Standards

Artists are expected to respond within 24 hours. If 48+ hours with no response, contact gallery support.

What to Include​

Effective Messages​

Always Include:

  • Order number
  • Specific items/products
  • Clear question or issue
  • Photos (if relevant)
  • Your preferred solution

Example Good Message:

Order #G-123456

Hi Sarah,

I received my "Coastal Abstract" painting today and it's
beautiful! However, I'd like to hang it horizontally instead
of vertically. Is there a recommended orientation, or does
it work both ways?

Thank you!
- Jane

Example for Issue:

Order #G-123456

Hi Bob,

I received the ceramic vase today, but it arrived with a small
chip on the rim (photos attached). Could you please let me know
how to proceed with a return or replacement?

Thanks,
- John

Common Inquiries​

Before Purchase​

Product Questions:

  • Exact dimensions
  • Material details
  • Customization options
  • Bulk/wholesale pricing
  • Shipping timing
  • Commission availability

How to Ask:

  • Product page → "Contact Artist"
  • Include which product
  • Be specific about needs

After Purchase​

Order Questions:

  • Shipping timeline
  • Tracking information
  • Delivery instructions
  • Gift options
  • Custom requests

Use Order Page: Context is automatically included

Problem Resolution​

Shipping Issues​

Package Delayed:

Hi [Artist],

Order #G-123456

My order was expected on Dec 15 but tracking shows no
movement for 3 days. Can you help check with [Carrier]?

Tracking: [number]

Damaged in Shipping:

Hi [Artist],

Order #G-123456

Unfortunately my order arrived damaged (photos attached).
The box was crushed on one corner. What are the next steps?

Thanks,
[Name]

Product Issues​

Wrong Item:

Hi [Artist],

Order #G-123456

I received the blue vase, but I ordered the green one
(screenshot of order attached). Can we arrange an exchange?

Not as Described:

Hi [Artist],

Order #G-123456

The painting I received appears darker than shown in
the product photos. Is this typical due to lighting,
or is this a different piece?

[Photo of received item attached]

Artist Response Types​

Helpful Responses​

What to Expect:

  • Acknowledgment of issue
  • Clear next steps
  • Timeline for resolution
  • Options provided

Example:

Hi Jane,

Thanks for reaching out! I'm so sorry the vase arrived damaged.

Next steps:
1. I'll file a claim with USPS
2. I'll ship a replacement tomorrow
3. You can discard the damaged vase

Your replacement will arrive by Dec 18. I'll send tracking
once shipped.

- Bob

Delayed Responses​

If Artist Doesn't Respond:

24 Hours: Send follow-up 48 Hours: Contact gallery support 72 Hours: Gallery intervenes

Follow-Up Message:

Hi [Artist],

Following up on my message from [date] about [issue].
Could you please let me know the next steps?

Thanks!

Contact support@artbase.studio if:

  • Artist unresponsive (48+ hours)
  • Artist refuses to honor policy
  • Dispute about return/refund
  • Inappropriate communication
  • Suspected fraud

What Gallery Does:

  • Contacts artist directly
  • Reviews order/messages
  • Mediates dispute
  • Enforces policies
  • Issues refund if needed

How to Escalate​

Email Support:

To: support@artbase.studio
Subject: Order #G-123456 - Artist Unresponsive

Hi,

I've been trying to contact [Artist Name] about a damaged
item (Order #G-123456) for 3 days without response.

Messages sent:
- Dec 10 at 2:00 PM
- Dec 12 at 9:00 AM

Can you please help?

Thanks,
[Your Name]

Include:

  • Order number
  • Artist name
  • Issue description
  • Attempts to contact artist
  • Dates of messages

Direct Artist Stores​

Visiting Artist Stores​

Each artist has their own store:

Access:

  • Product page → "Visit Artist Store"
  • Artist profile → Store link
  • Direct URL: [artist-name].artbase.studio

Why Visit:

  • See full catalog (not just gallery items)
  • Commission custom work
  • Learn more about artist
  • Sign up for their newsletter
  • Support directly (100% to artist)

Contacting via Store​

On Artist's Store:

  • Contact form usually available
  • May have FAQ section
  • Social media links
  • Newsletter signup

Benefits:

  • Direct relationship
  • Full product access
  • Artist updates
  • Exclusive offers (sometimes)

Best Practices​

Be Respectful​

Remember:

  • Artists are small businesses
  • One person handling everything
  • Reasonable response times
  • Professional communication

Tone:

  • Polite and clear
  • Assume positive intent
  • Provide details without blame
  • Offer solutions when possible

Be Patient​

Processing Takes Time:

  • Artists may need to investigate
  • Carrier claims take time
  • Custom solutions require planning
  • Refunds process in 5-7 days

Be Specific​

Vague ❌: "I have a problem with my order."

Specific ✅: "My order arrived damaged. The vase has a chip on the rim. I'd like a replacement if possible."

Communication Tips​

For Questions​

Before Asking:

  1. Check product page details
  2. Review order confirmation
  3. Read artist's policies
  4. Check tracking information

If Still Unclear: Ask specific questions

For Problems​

First Contact:

  1. Explain issue clearly
  2. Include photos/evidence
  3. State desired outcome
  4. Be open to alternatives

Follow-Up (if needed):

  • Reference previous message
  • Add any new information
  • Restate desired resolution

Next Steps​

→ Visit Artist Stores

Explore full artist catalogs

← Return Policy

Understanding returns

Can't reach an artist? Contact gallery support at support@artbase.studio after 48 hours.