Shipping, Returns & Refund Policy
Date of Last Update: 2 July 2026
At Bernhard Esterer Fine Art Photography, every artwork is produced to order as a collectible fine art print using premium archival materials. Because many of our works are custom-made and part of limited-edition collections, we maintain a clear policy regarding shipping, returns, refunds, reprints, and damage claims.
Fine Art Print Shipping
Shipping Within South Africa
For deliveries within South Africa, we work with trusted courier partners to ensure secure and reliable delivery.
- Delivery usually takes 2–5 business days after dispatch.
- Tracking details will be provided once your order has shipped.
International Shipping
For international orders, we ship via DHL Express for fast, secure, and fully trackable worldwide delivery.
- Delivery usually takes 3–7 business days after dispatch.
- Customs clearance may affect delivery times.
Processing Times
Each artwork is printed to order and goes through a complete production and quality control process before shipping.
This includes:
- Order verification
- Fine art printing
- Drying and curing
- Signature and certification (where applicable)
- Quality inspection
- Professional packaging
Processing usually takes 3–8 business days.
We use premium archival materials, including Hahnemühle Fine Art Papers, to produce museum-quality collectible prints.
Customs Duties & Import Fees
For international orders, customers are responsible for:
- Customs duties
- Import taxes
- VAT
- Any local handling fees
These charges are determined by your country’s customs authority and collected by DHL before delivery.
Failure to pay customs fees may result in the parcel being returned, abandoned, or destroyed without refund.
Order Confirmations & Tracking
After placing your order:
- You will receive an order confirmation email.
- Once your artwork has been prepared and dispatched, you will receive a shipping confirmation email with tracking information.
Please allow up to 24 hours for tracking to update after collection.
Important Before Opening Your Artwork
To protect your artwork and qualify for our Safe Delivery Promise, please follow these steps:
Do Not Open the Tube Immediately
We strongly recommend taking your artwork directly to your professional framer before opening it.
Professional framers are experienced in handling fine art papers and have the proper workspace to safely inspect and frame the print.
Record the Opening Process
To qualify for any shipping damage claim, you must record a full video of the first opening within 14 days of delivery.
Your video must clearly show:
- The sealed shipping tube before opening
- Cutting the protective tape or seal
- Carefully removing the artwork
- The condition of the print upon opening
This helps verify whether damage occurred during transit.
Returns & Exchanges
Because every print is made to order and often forms part of a limited-edition release, we do not offer returns, exchanges, or refunds for:
- Change of mind
- Incorrect size selection
- Personal preference after delivery
To assist with purchasing decisions, we provide:
- High-resolution previews
- Zoom functionality
- Full product specifications
- Detailed size options
- Framing guidance
- Personal assistance when selecting artwork
Promotional Codes
Discount codes and promotional offers:
- Must be applied during checkout
- Cannot be added after an order has been placed
Damaged Unframed Prints
Damage During Shipping
If your unframed print arrives damaged during shipping, you have 14 days from delivery to request a replacement.
If approved, we will reprint your artwork at no additional cost and preserve the original edition number where applicable.
Required Steps:
- If the shipping tube is visibly damaged upon delivery, note this with the courier before accepting.
- Do not open the package until you are with your framer.
- Record the entire opening process.
- Contact us within 14 days.
- Provide:
- Photos of the damaged print
- Photos of the damaged packaging
- The original opening video
Once approved, you may be required to destroy the damaged print and provide video proof by tearing it into at least 8 pieces.
If all conditions are met, your reprint will be issued free of charge.
If conditions are not met, a replacement may still be offered at:
- 30% reprint fee
- Plus shipping costs
Damage During Framing
If your print is damaged during framing, you may request a reprint within 180 days of delivery.
Conditions:
- Proof of damage required
- Original artwork must be destroyed after approval
- 30% reprint fee applies
- Shipping costs apply
Damaged Framed Prints
Shipping framed artwork carries additional risk.
We strongly recommend purchasing shipping insurance at checkout.
While we package framed artworks carefully, we cannot accept liability for:
- Broken glass
- Frame damage
- External crate damage
Glass Damage Only
If only the glass is damaged:
- We recommend replacing it through a local framer.
- If shipping insurance was purchased, contact the courier directly.
Frame Damage Only
If the frame arrives damaged:
Minor cosmetic repairs may often be handled locally.
If a full replacement is required:
- Full frame replacement cost applies
- Shipping costs apply
Artwork Damage Inside Frame
If the photograph itself is damaged due to frame or glass damage:
You may request a reprint within 180 days.
Requirements:
- Submit photo/video evidence
- Obtain reprint approval
- Destroy the damaged artwork after approval
Charges:
- 30% reprint fee on artwork price
- Shipping fees
- Full retail price for a replacement frame if needed
Lost Shipments & Delivery Delays
If your order has not arrived within 21 days of dispatch, please contact us so we can investigate with the courier.
Refund Processing Fees
In exceptional cases where refunds are approved outside this policy, Bernhard Esterer Fine Art Photography reserves the right to deduct:
- Payment gateway fees
- Banking charges
- Currency conversion fees
- Administrative handling costs
Any deductions will always be communicated before processing.
Contact Us
For any questions regarding your order, delivery, framing, or artwork care:
Email: info@fineartphotography-esterer.com
Website: https://www.fineartphotography-esterer.com
We are committed to ensuring your artwork arrives safely and remains a timeless collectible in your collection.