We insure all artworks being shipped by Bluethumb against any loss or damage.
If you've received an artwork with damage, please let us know within the 7 day returns period by sending us an email to help@bluethumb.com.au with the following information:
Order Number
Detailed description of issue
Photos of the damage to the artwork.
Photos of any packaging used to wrap the artwork for transit (bubblewrap etc).
Photos of the box it arrived in.
Photos of the box with the shipping label clearly visible.
Please note: If damage is reported outside of the returns period (you open the work after the returns period has expired) we may be limited in what we can do to assist. So please ensure you are opening and checking all works as soon as possible and notify us of any issues within the returns period.
Possible Resolutions
Once we review the damage report, Bluethumb will work with you to determine the most appropriate outcome. Depending on the nature of the issue, this may include:
a repair
a replacement, where available
a refund/credit
for frame-only damage, replacement of the frame where appropriate
In some cases, if you would like the artist to create a similar replacement piece, we can discuss that option with the artist.
What About the Artist?
If, after review, Bluethumb determines that the artwork was packed appropriately and the damage occurred outside the artist’s control, such as during transit, the artist may still be paid for the sale in accordance with Bluethumb’s internal claims and insurance process.
Refund Timelines
After the carrier confirms collection of the returned artwork, Bluethumb initiates the refund. It typically takes 3–5 business days for the funds to appear in your account, depending on your bank's processing times.
Exceptions and Special Cases
In some situations, Bluethumb may waive the requirement to return the damaged artwork. This decision is made after a review, which may involve consultation with the artist.
If the return is waived, you may be asked to dispose of the artwork, and the refund will be processed once the order is finalized by Bluethumb's finance team.