This page explains how Galerie Diego Escobar (ARTCAN GALLERY) handles complaints, returns and refunds for editions bought online. It supplements our terms and conditions of sale.
How to make a complaint
- By e-mail: contact@galerie-escobar.com (fastest)
- By phone: +33 6 81 69 90 58, seven days a week
- By post: Galerie Diego Escobar, 74 boulevard Périer, 13008 Marseille, France
Please give your order number and date and describe the problem; attach photographs if the work or packaging is damaged. We acknowledge receipt within 2 working days and reply within 10 working days. The director, Diego Escobar, handles every complaint personally.
Right of withdrawal: 14 days
You have 14 days from receipt of the work to change your mind, without giving any reason. Let us know by e-mail or post within that period, then return the work within the following 14 days, in its original packaging and in perfect condition, by tracked and insured shipment (return costs are borne by you). You may also bring it back to the gallery by appointment.
Refunds
We refund you within 14 days of receiving the returned work (or proof of its dispatch), using the payment method you used: bank card through Stripe, or through Alma for instalment payments — Alma then cancels the remaining instalments and refunds what has already been paid. The price of the work and the standard initial delivery cost are refunded; return costs remain yours.
Damaged or non-conforming work
If the work arrives damaged or does not match its description, tell us within 48 hours with photographs of the work and the packaging. We arrange the return at our expense and, at your choice, send another copy of the edition if one remains, or refund you in full. You also benefit from the French legal warranty of conformity and the warranty against hidden defects.
Cancellation before dispatch
As long as the order has not been dispatched, you can cancel it by simple e-mail; the refund is immediate.
Complaints about instalment payments (Alma)
For any question about your Alma instalments, first contact Alma at support@getalma.eu (reply within 48 working hours). If no solution is found, you may refer the matter free of charge to the AFEPAME mediator: mediateur-consommation-afepame.fr.
Consumer mediation
If our reply does not satisfy you, and after first writing to us, you may use a consumer mediator free of charge or the European online dispute resolution platform: ec.europa.eu/consumers/odr.