Frequently Asked Questions

We strive to provide as much transparency as possible to our users and are always here to help. We have tried to answer all frequently asked questions that can come to your mind in using our marketplace.

General

What is Urbaneez?

Urbaneez is the online marketplace dedicated to Graffiti and Street Art which helps art lovers to find original artworks to buy. We act as a specialized e-commerce platform between buyers and sellers, representing some of the best independent urban artists and galleries from the five continents.

Our mission is to provide the most representative offer of Urban Contemporary Art and to develop its access through digital channels. By being a trusted third-party platform, we take care of the whole buying process, from marketing to after-sales, including secure payment and worldwide shipping.

Why use Urbaneez?

Driven by passion, Urbaneez has been created with state-of-the-art technology to deliver an instant access to Urban Contemporary Art. Discovering artists or finding those you follow on social media, looking for galleries close to you or browsing dozens of original artworks has never been this easy.

Whether you are an art lover, an artist or a gallery, our specialized platform will extend your opportunities by bringing you a more convenient way to connect with each other. Our catalogue is composed by a wide choice of artworks, accessible at any time, from everywhere and for all budgets.

What can be found on Urbaneez?

Urbaneez aims to showcase the beautiful diversity of Urban Contemporary Art. For this reason, our selection is composed of an eclectic choice of artworks which highlight the different mediums of this artistic movement such as paintings, drawings, limited prints (screen-printings, lithographs), sculptures, custom objects, street furniture, skateboards, maps, signs, art toys, stickers and fine-art photography.

Our goal is not only to show the most representative offer of this movement and promote local talents, but also to deliver a unique experience to art lovers by providing them limited, exclusive and original artworks. Indeed, all artworks sold on our marketplace are guaranteed to be original and are delivered with a certificate of authenticity signed by the artists themselves or by our trusted galleries with a full description of the artwork. Lastly, our ambition is also to provide you an extended experience through our art commission service and help you to make your dreams come true.

How is payment managed?

One of our biggest concerns is to ensure that all online transactions are successful and 100% secured. We have therefore implemented the TLS protocol on our platform to encrypt your banking information and also added the authentication process 3-D secure2 for all payments done with a credit or debit card.

All transactions are managed through our secure payment gateway which allows us to gather payment from buyers and to pay out each partner involved during the transaction in an automatic way. For the time being, we accept the following credit and debit cards: American Express, Visa and Mastercard.

How is shipping calculated?

On top of our dedication to ensure safe payments, we are also committed to a fair and transparent process for all deliveries. We have decided not to include shipping costs in our listed prices and claim for free shipping because these costs should be different for each delivery. Indeed, shipping costs may vary depending on the size and weight of the artwork, the packing complexity, the type of delivery (door-to-door, white-glove,…) and the distance to be covered from the pick-up to the final delivery location.

Based on these specifications and thanks to our logistic partner specialized in fine art shipping, the exact shipping costs for each artwork will be instantly calculated and displayed during the checkout process. An ad-valorem insurance will be also included in the shipping price and cannot be removed for safety reasons. However, please note that custom duties and import taxes may apply for some countries.

How are returns & refunds handled?

We understand that buying an artwork without seeing it in person can be challenging. For this reason and because we take your satisfaction very seriously, if an artwork once received doesn’t perfectly suit your expectations, you can return it for free. You will have to contact Urbaneez within 14 days after the delivery, we will organize the pick-up and you will get a full refund as soon as the artwork has been returned to the seller. The artwork must of course be in perfect condition and repacked in its original packaging.

However, if the artwork was damaged during transportation or does not comply exactly with its description, we will have to investigate and find the solution that suits you best to get your 100% satisfaction. You will have to send an-mail to [email protected] as soon as you receive your order, provide us detailed pictures to show us the issue on the artwork and attach a copy of the invoice. Please note that returns and refunds are not allowed for custom-made artworks or any other kind of art commissions.

How to contact us?

We are here to help you and willing to provide you assistance for any kind of request you may have.

  • You can contact us by phone from Monday to Friday (9.00 am - 7.00 pm CET) +41 (0) 21 218 15 77.
  • Or send us an e-mail to [email protected] and we will get back to you within 5 working days.

For Buyers

How to start and find artworks?

We first recommend you to choose your favorite currency and language at the bottom right of the page before starting to browse our sections. When done, you will experience that our platform has been built to ease the access and the discovery of urban art for all kind of art lovers. We have paid special attention to navigation and search with clear sections and extended filters for each environment.

We provide different ways to discover and find the artworks you will love. You can start by clicking on our section “Artworks” where you will be able to browse dozens of original artworks in a very visual way. If you already have an artist in mind or simply want to find a local artist, we recommend you to discover our section “Artists” where you will find their profiles, learn more about their personality and find their artworks available. Or if you want to find a gallery close to you and browse their selection, you should click on the section “Galleries” and discover how they embraced the movement. Finally, don’t forget to create an account as you will have a much better experience!

Why would I need an account?

You can of course go through our entire platform without creating an account. However, we strongly encourage you to create one as you will get an access to extended features which will improve your experience. These features start with the opportunity to bookmark artworks you love, find them in your account profile and take the time needed to make a decision. In addition, you will also be able to follow artists and galleries you like, get an easy access to their profile page through your account and stay up-to-date by being informed first about their latest news and new artworks available for sale.

Having an account is also mandatory to make a purchase. However it will help you to track your current order, retrieve information from your previous orders (invoices, certificates of authenticity), monitor your billing and shipping addresses, manage your preferences (language, currency, measurement unit, password) or even be able to save your credit card details to proceed faster with your next purchase.

How to create a buyer account?

Creating an account is quick and easy. You only need a valid e-mail address and a password to create a dedicated account for Urbaneez or you can choose to quickly log in with your social account (Facebook or Instagram). You will receive a verification e-mail to confirm your e-mail address, click on the link provided and you will then be able to start exploring our catalogue and enjoy our additional features.

To create a buyer account on Urbaneez, click on “Join” on the top right corner of your screen, you will then be redirected to a page where you should define your account type as “Art lover”. Then choose your connection method, agree with our terms and conditions, validate your e-mail address and you are ready to start! After joining, please don’t forget to add your personal information to your profile.

How to complete my personal information?

Once you have created your account, you will be able to “Log in” at the top right corner of your screen with your preferred connection method (dedicated account to Urbaneez or your Facebook/Instagram social account) and be redirected to your personal settings page. On the first section, you will be able to change your profile picture, fill out your personal information such as your first and last name, e-mail address and phone number (optional but recommended for deliveries). You will also be invited to define your billing and shipping addresses if they are different or click on “Use same as billing address” if they are exactly the same. When finished, don’t forget to click on “Save changes” to apply your modifications.

How to change or reset my password?

You might want to change your password. To proceed, simply go to your personal settings page, scroll down and check the section password. Here you will have to fill out your current password and then to choose a new one. Once done, don’t forget to click on “Update password” to apply your change.

However, if you have forgotten your password and cannot connect to your account anymore, simply go to the log in page and click on “Forgot your password?”. You will be prompted to enter your email address and you will receive an e-mail with a link to reset your password. Just follow the instructions!

How to bookmark artworks & follow artists or galleries?

Having an account on Urbaneez will enable you to make a wish list of artworks that you might consider to purchase later. To get started, you will need to be logged in and visit an artwork page where you have all information about an artwork. On the top left corner of the artwork picture, you can see a bookmark icon, simply click on it and it will be saved to your “bookmarks” tab in your personal settings page.

In addition to the bookmark feature for artworks, you can also follow your favorites artists and galleries to stay updated about their latest artworks. To follow an artist or a gallery, go to their profile page and click on “Follow” at the bottom right of their cover picture. You will be able to manage your favorites in your settings under the tab “Follows”. To remove a bookmark or unfollow an artist/gallery, click again on the related icon (bookmark or follow) and you will no longer see them on your personal page.

How to use search and filters features?

Our platform highlights 6 categories representing the main mediums used by artists: paintings, drawings, prints, photographs, custom objects, art toys and stickers. They are part of every section and can be combined to additional filters such as style, subject, technique or size of artworks and location, name or temporality for artists and galleries. Once you have selected your filters, click on the button “Apply filters” and sort your results by alphabetical order, less/most expensive or most recent/popular.

On top of these features, you also have an access at all times to a global search box at the top right corner of your screen by clicking on the magnifying glass icon. This powerful feature allows you to do a quick search through our entire platform by using keywords to find artworks, artists or galleries.

How to purchase an artwork?

You will need to “Log in” or create an account by clicking on “Join” as you will need a profile to proceed with an order. Our checkout process is simple, transparent and safe. When visiting an artwork page, click on “Add to Cart” mentioned next to the price and the artwork will be automatically added to your shopping cart. This doesn’t mean that the purchase is done or that the artwork is reserved for you but this is the first step of our buying process. Then, you can click on the shopping bag icon which is on the top right corner of your screen and you will be redirected to our checkout page.

Fill out your billing and delivery addresses (or “Use same as billing address”) and we will be able to provide you the exact shipping costs for your delivery. You will then have to choose your payment method, add your banking details and confirm your purchase by clicking on “Checkout”. You will receive an e-mail mentioning all details of your order. Please note we will have to verify the availability of the artwork with the seller before being able to send you an official “Order confirmation” within 48 hours.

Which costs are included in the total price?

The item price displayed on an artwork page is the price requested by the artist or the gallery. It includes the cost of the creation (the artist), the cost of representation (if sold by a gallery) and our commission (Urbaneez) but it doesn’t include the shipping charges. Indeed, because shipping costs can vary a lot depending on the delivery destination, they are only added during the “Checkout” process when you fill in your billing and delivery address and get an exact calculation cost. These shipping fees can vary depending on your delivery options and they always include an ad-valorem insurance that cannot be removed for safety reasons.

On top of these shipping costs and based on your location, VAT (if applicable) will be added to complete the total price shown during the checkout process. In addition, some custom duties and import taxes could also be added depending on your shipping country and are completely beyond our control. They are usually assessed when the artwork reaches the destination country and thus prior to the delivery.

Which payment methods are available?

We currently accept payments through credit and debit cards such as American Express, Visa and Mastercard. This payment method is the most common way used by customers for online shopping. However, we understand that payment preferences can vary widely from a country to another and that we all have our favorite payment method. For this reason, we are putting all our efforts together to also implement additional payment methods such as Paypal, wire transfers or digital wallets in a near future.

How artworks are packed and shipped?

We do not stock any artwork, they are all sent directly from the artist’s studio or their galleries along with our logistic partner specialized in fine art shipping. Artists and galleries are in charge of packing their artworks in respecting strict packing guidelines and we provide them assistance for specific deliveries or oversized artworks. Standard artworks are usually sent in a cardboard box or wooden crate if necessary, while prints are sent in a tube or a cardboard envelope. They always include the original invoice and a certificate of authenticity for each artwork you may buy.

Depending on the artwork and the distance to be covered between the shipping and the delivery address, we select the most appropriate carrier to transport your artworks through air, land or sea. We charge all delivery with standard methods and artworks will be delivered to the entrance of your house or building with signature upon receipt. Lastly, we also provide you the opportunity to choose for extended delivery methods such as express (top priority) or express+ (shortest possible time), or white-glove delivery directly to your home (unpacking, material removal, inspection and installation).

How long does it take to receive my order?

An order is usually delivered within 5-7 calendar days once the payment has been received. However, depending on the country of origin and the destination country of your order, the delivery method you have chosen and if there are specific packing or handling requirements, this shipping time may also be extended to 2-4 weeks. International deliveries may also be delayed by customs clearing process which are outside our control and can take up to 30 days. In any case, you will be able to follow your delivery thanks to the tracking number provided for each artwork and we will keep you informed for any kind of unexcepted delay. Last but not least, please note that if you ordered several artworks from different sellers at the same time, your artworks will be delivered separately and you may thus experience different delivery times.

How can I track my delivery?

Each artwork being shipped individually, a tracking number is assigned to each shipment and monitored until you sign when receiving the delivery. Once your order is completed and the carrier ready to take care of your delivery, we will send you an e-mail with a dedicated tracking number for each shipment.

This email named “Your artwork has been shipped” includes a link which will redirect you to a specific page where you will get your tracking number and be able to follow each step of your delivery. If you order several artworks coming from different sellers at the same time, you will receive several e-mails with different tracking numbers, please refer to each e-mail to check the status of your deliveries.

Will I be charged customs duties or import taxes?

For all shipments within the same country or within the European Union, your delivery will not be subjected to extra fees. However, depending on the shipping and the destination country for an international shipment, the delivery may be subjected to additional custom duties and import taxes. These additional fees are not mentioned when checking out as they are usually assessed when your order reaches the destination country. An invoice will be directly sent to you by your country’s customs services and the final delivery will not be scheduled until it has been paid. For further information about these fees, we invite you to contact your local customs office before confirming your order.

Unfortunately, we do not have any control over these additional fees and cannot predict them as customs policies can vary a lot from a country to another, therefore you are responsible to pay for any customs duties and taxes that may be charged by your destination country. Shipping delays due to customs processing can be expected and if the fees are not being paid in due time, your order will be returned to the seller and you will be reimbursed as soon as the return has been confirmed.

Can I cancel or return an order?

You can cancel an order at any time before shipment and get a full money refund. Please inform us as soon as you receive the “Order confirmation”. If your order has already been shipped, you will have 14 days after the delivery to send an e-mail to [email protected] and ask for a return. We will organize the pick-up and you will get a full refund as soon as the artwork is returned to the seller. The artwork must of course be in perfect condition and repacked in its original packaging.

However, if the artwork was damaged during transportation or does not comply exactly with its description, we will have to investigate and find the solution that suits you best. As soon as you receive your order, you will be requested to document your request by providing us detailed pictures to show the issue on the artwork and attach a copy of the invoice. Lastly, please note that cancellations or returns are not allowed for custom-made artworks or any other kind of art commissions.

How to return an artwork?

Whether you have changed your mind or because an artwork was misdescribed or arrived damaged, all return requests must be submitted to [email protected] during a period of 14 days from the day you received the order. We will inform the seller, organize the pick-up and proceed with a full refund as soon as the artwork has been returned to the Seller. The shipping costs to return the artwork will be covered by Urbaneez, however customs duties or import taxes already paid by you won’t be refunded.

Once we receive your request, we will inform our logistic partner and fix a date to collect the artwork, the only thing you have to do on your side is preparing the artwork for shipment. Each artwork must be returned in perfect condition and repacked in its original packaging. Therefore, there will be no refund for artworks damaged during return if they weren’t packed under these requirements.

How to get details on an artwork, artist or gallery?

We strive to provide you as much information as possible on each artwork that is listed on Urbaneez. For this reason, we ask our sellers to write a complete description which you can find on every artwork page below “About” and you will also find additional “Details” on the artwork such as its category, style, subject, technique, dimensions, orientation and if its framed or not. However and if you need further information about an artwork, you will always find a contact form at the bottom of the artwork page. Send us a quick note about the kind of additional detail you would like to have and we will get back to you shortly.

This contact form can also be found at the bottom of each artist or gallery page, therefore you can also contact us if you need more information about a seller. Due to the nature of galleries that always have a physical location, you can also directly contact a gallery by clicking on “Contact gallery” and initiate a conversation to discuss about their artists or additional artworks that are not listed on Urbaneez.

How do I give a feedback about my order?

We will be very happy to hear from you, whether it is to suggest to improve our process or just because you are fully satisfied with your order. On this last point, we invite you to send an e-mail to [email protected], publish a picture of your artwork in your home interior and use the hashtag #urbaneez on Instagram.

How can I get support to find the perfect artwork?

We are always here to help you and provide guidance to find the artwork you will love. Whether it is to grow your art collection or simply to buy your first artwork, our art advisory service can help you to save time and find the perfect artwork from our catalogue. We have built a dedicated section which is called “Art advisory” and that can be found any time at the bottom of each page. Simply click on “Get started” and fill out our contact form by giving us all details about what kind of art you are looking for. We will then be delighted to assist you for free and provide a tailored selection that matches your expectations.

If an artist or a gallery you know is not on our platform, we strongly ask you to send us an e-mail to [email protected] or to make use of our contact form “Looking for more artists” or “Looking for more galleries” that you can find on their respective sections. We will need basic information to check their profile and contact them, and we will inform you as soon as they are authorized to sell on Urbaneez.

How can I commission a custom artwork?

Some artists accept commissions and are willing to make artwork on demand. This service includes a markup of 25% which will be added on top of the normal price of a similar artwork from the same artist. To request a custom artwork, firstly go to the artist page and click on the “Request Custom Art” which is under their profile picture and then fill out the form and mention all details about your expectations.

Based on this information, we will handle your request and contact the artist. If the artist accepts, we will get back to you with a proposal including a timeline, the scope of the work (including 1-2 sketches) and a fixed price for the project (including shipping costs and VAT). Once agreed, a non-refundable deposit of 50% will be needed upon signing the proposal. By paying the deposit amount through our usual checkout process, you agree to get the work started and we will send you regular updates. Once the artwork finished, you will be required to pay the remaining amount of 50% prior to your delivery. However, please note that no return nor refund will be accepted after receipt of your custom artwork.

How to close a buyer account?

In the unfortunate event you would like to close your account, you will just have to send an e-mail to [email protected] with the same e-mail address used to create your account and provide us your first and last name. We will then proceed with your request within approximately 48 hours and send you a confirmation once it’s done. In order to understand why you have decided to close your account, we would be grateful to receive a reason about your cancellation. This is absolutely not mandatory but it will be strongly appreciated as it can help us to improve our services and get closer to art lovers’ needs.

For Sellers

Why join Urbaneez?

Urbaneez is the global marketplace dedicated to Graffiti and Street Art. We act as a trusted third-party between buyers and sellers, and provide you an easier way to connect with art lovers online. Our platform has been created with state-of-the-art technology to deliver an instant access to Urban Contemporary Art and to showcase the best independent urban artists and galleries.

By joining our marketplace, you will be able to grow your visibility on the online art market and extend your opportunities to sell artworks through digital channels. Our dedication is to help you broaden your audience, shorten distances with art lovers and reach new collectors that are increasingly willing to buy art online. Lastly, we not only act as a specialized channel for you but like a partner which takes care of the whole selling process, from marketing to after-sales, including secure payment and global shipping.

Who can sell on Urbaneez?

Whether you are an independent artist or an established gallery, you will be able to sell your artworks on Urbaneez. We have decided to work with both parties as our ambition is to promote the most representative offer available on the market. We therefore do not collaborate with artists who work as simple amateurs and we do not consign any previously owned artworks from private collectors.

On the one hand, if you are an artist, you can only sell artworks that you have created and thus cannot sell the work of another artist. On the other hand, if you are a gallery, you can only sell the work of artists you represent and will need their authorization to sell their artworks over Internet. You must be at least 18 years old to be allowed to sell on Urbaneez and have a valid ID card or passport.

How artists and galleries are selected?

We carefully review each application and always provide an answer within 5 working days. Our ambition is to promote the talent from the best emerging and accomplished artists, and to partner with established gallerists coming from the five continents. However and in order to stay consistent with our specialized positioning for urban contemporary art, we can only accept the work from professional artists and galleries that are clearly related to this form of artistic expression and allowed to sell art.

Furthermore and to ensure a high quality for our buyers, our process enables us to select artists on the basis of their authenticity and recognition on the urban art scene. As an artist you must also have a strong ambition to grow your visibility and make a living of your work. On the other hand, we also take care to select galleries that are known for their professionalism and able to provide an outstanding customer service to our buyers. As a gallery, you must therefore have a relevant choice of artists to present and seriously looking to grow your business thanks to the digitalization of the art market.

What type of artworks can be sold?

We only sell limited, exclusive and original artworks as our mission is to provide a unique experience to our buyers. On Urbaneez, you will be able to sell your artworks through six different categories that represent the most common mediums used by urban artists: paintings, drawings, limited prints (screen-printings, lithographs), sculptures, custom objects (street furniture, skateboards, maps, signs…), art toys, stickers and fine-art photography. We therefore do not accept open edition prints (not limited), giclee prints or any reproductions and only accept photographs limited to a maximum edition size of 30.

Nevertheless, you choose the artworks you want to sell, there is absolutely no upload limit nor restrictions in terms of style, subject or technique as we encourage creativity of all kinds. We only pay attention not to sell artworks that can infringe a third party's property right and violate laws, or that can be fraudulent, defamatory, pornographic, offensive or racist. We may be able to exercise our right to remove an artwork or even suspend or cancel a seller’s account if these requirements are not respected.

How much does it cost to join Urbaneez?

It is free to join Urbaneez as our business model is based on a service in return of a commission. This commission will only be taken if and only when a sale occurs on Urbaneez. We therefore charge a 25% commission (plus applicable VAT) on each artwork sold through the platform which means you retain 75% on the sale. The commission will be taken on the final price of the artwork but not on the shipping costs as they are totally independent.

In return of our commission, we provide you a personal page to showcase your artworks on the online art market and an instant access to e-commerce, we help you to find a qualified audience interested in buying urban art, we actively promote your work online and on social networks, we take care of the whole payment processing and we handle for you the international shipping & delivery of your orders.

How to create a seller account?

To create a seller account on Urbaneez, click on “Join” on the top right corner of your screen, you will then be redirected to a page where you should define your account type as “Artist” or “Gallery”. Then, you will be requested to fill out our initial form, agree with our terms and conditions, and submit your application for review which may take 5 working days.

If your application has been accepted, we will contact you to give more details about our conditions and you will be requested to provide all information to identify you as a seller. This includes a copy of a valid government ID, tax identification, VAT ID (if applicable) and any additional documentation that proves you are authorized to sell as a professional. In addition to this, you will also be requested to send us all elements necessary to build your profile and we will provide you a personal guidance to make it more impactful. When everything is set, your profile page will go public and you will be ready to sell!

Why has my application been rejected?

We try our best to review all applications we receive and to accept different types of sellers for building a representative offer. However, we may sometimes not accept some artworks or artists or galleries and reject an application. This can be linked to various reasons, either you don’t meet our selection criteria, your work is not considered as being urban art or we are not able to handle shipping from your location.

How to customize my profile page?

Once approved as an authorized seller on Urbaneez, you will be required to send us different elements to build your customized profile page. This starts with a cover picture representing your work if you are an artist (ideally a mural) or a photo showing your gallery (interior/exterior). As for the profile picture, it should be a picture of you if you are an artist or your logo if you are a gallery.

Art lovers are eager to know more about you, take the time to write a biography explaining your work and inspiration (artist). Or a presentation of your background (gallery) and a full profile for each artist you represent. This will help buyers to see your singularity and we also encourage you to keep art lovers informed by regularly publishing your latest news or exhibitions. Lastly, your application requires a minimum of 3 artworks with a written description and all details such as dimension, price, category, style, subject, technique and orientation. Each artwork will also need several HD pictures (front, back, signature, in-situ…) as it will influence buyers to visualize the work and take the decision to buy.

How is the selling price determined?

Whether you are an artist or a gallery, you choose the artworks you want to sell on Urbaneez and are therefore responsible to fix the price of each artwork. This selling price should already include the VAT of your shipping country (if you are eligible) and also take into consideration our commission as the price listed must be the final price for buyers. The only remaining costs are the shipping costs that will be automatically calculated during the checkout process for each artwork and any additional customs duties or import taxes that buyers will be liable to pay upon receipt for international shipments.

The selling price of each artwork can be set in using the following currencies: EUR, USD, GBP or CHF. It must reflect its current value on the market or previous sales and you should also ensure that the price is exactly the same than the price listed on your personal website or other platforms. We may be able to help you on some occasion to determine your selling price in providing you some estimations. However, these estimates can be subjected to revision and you will always remain at the end the decision-maker.

How do my orders are managed?

We manage sales on your behalf. Therefore our work is to promote your artworks listed on the platform to an audience interested in buying art online and to take care of their purchases. Our service has been created to manage the whole selling process for you, from payment processing in various currencies to after-sales (cancellations, refunds) including the full handling of your deliveries with competitive rates.

Once an artwork is sold, we inform you about the sale by e-mail and you get 48 hours to confirm its availability. If the artwork is no longer available or if you fail to respond in due time, the order will be automatically cancelled and the buyer will be reimbursed. If the artwork is available, we will send an official “order confirmation” to the buyer and provide you all information to prepare your artwork for shipping. Please respect our strict packing guidelines and pack your artwork within 48 hours as our logistic partner will contact you to quickly organize the collect of your order. You will also receive all details on the final price processed during checkout and be able to prepare the invoice to add into your shipment.

How shipping and delivery is handled?

We do not stock any artworks therefore you will keep your work until it has been sold through our platform and paid in full by the buyer. Once an artwork is sold, you won’t have to arrange shipping for your work as we take care of this duty for you in collaboration with our logistic partner specialized in fine art shipping. You are only required to prepare the artwork for shipment and we will contact you to schedule a mutually agreeable time to pick-up the order and provide you shipping documents and labels.

You are therefore responsible for the cost of packaging and the buyer is solely responsible to pay for the shipping costs. However if an artwork is not correctly packed or that you need assistance for customized packaging, you will be requested to pay for any additional handling costs. All shipments include an ad-valorem insurance that cannot be removed for security reasons and a tracking code will be allocated to each artwork sold. This will enable you to follow the order and ensure it is safely delivered to the buyer.

Which countries are covered by Urbaneez?

The list of destinations that can be covered by our shipping and delivery service is constantly evolving. We are currently able to manage deliveries to the following countries: Australia, Austria, Bahrain, Belgium, Canada, China, Czech Republic, Denmark, France, Germany, Hong Kong, Israel, Italy, Japan, Luxembourg, Mexico, Monaco, Netherlands, Norway, Poland, Qatar, Saudi Arabia, Singapore, Switzerland, South Korea, Spain, Taiwan, United Arab Emirates, United Kingdom and United States.

However and from the time being, our pick-up service for shipping is only available for sellers located in Australia, Belgium, Czech Republic, Denmark, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Poland, Spain, United Kingdom and United States. And our white-glove service is unfortunately not available yet for Bahrain, Israel, Mexico, Norway, Saudi Arabia and Singapore.

How to prepare an order for shipment?

Once we inform you about a sale and that you confirm the availability of the artwork(s), you now have 48 hours to prepare the order for shipment. Transportation can seriously damage your artwork if it is not correctly packed, therefore we request you to follow these best practices in order to avoid returns:

  • Include spacers and acid-free paper to protect the front and the back.
  • Use bubble wrap (flat side) around your artwork and fix it with large tape.
  • Add padding to avoid movement and remember to protect the corners.
  • Use a cardboard box or directly build a custom-made crate for your artwork.
  • Ensure to mention the top and bottom of your artwork to keep it upright.
  • For prints/drawings, use a tube or cardboard envelope to roll in your artwork.


Each artwork must be shipped with an original certificate of authenticity signed by the artist or the gallery and you must also add the original invoice linked to the order. Feel free to also add a customized note for your buyer or any kind of additional goodies such as stickers, business card or drawing as it is always strongly appreciated by art lovers!

Who is in charge of potential returns?

Buyers may be able to return an order within 14 days after delivery and receive a full refund as soon as the artwork has been returned to the seller in good conditions. The artwork must of course be in perfect condition and returned in its original packaging to claim for this right of withdraw. In case a buyer wants to return an order within this contractual period, Urbaneez will be in charge of paying the shipping costs and ensure that your artwork will be returned in perfect conditions to its original place of provenance.

How do I get paid after a sale?

We use a payment gateway that allows us to accept payments from buyers on your behalf and which is able to automatically dispatch the appropriate amount to each party. These amounts refer to the part of your commission and the part for Urbaneez, the shipping costs for our logistic partner, the fees taken on each transaction by our payment gateway and any additional fees that could be related to the sale.

Each payment done through our platform is withheld until the artwork availability is confirmed and debited from the buyer account when we send the order confirmation. However, we can only process your payout 14 days after the order has been delivered to the final destination in order to ensure our return policy. All payments are made via wire transfer and through our payment gateway but transfers can be scheduled further to your needs (bi-monthly, monthly…).

How taxes are managed?

As a registered company in Switzerland, we are requested to charge the Swiss VAT (Value Added Tax) of 7.7% on our commission for each sale processed by a seller located in Switzerland or in the EU. However, if you are VAT registered and have provided us all information or simply because you are located outside Switzerland or EU, VAT won’t be added to our commission.

On your side and if you are a seller eligible to pay VAT, the selling price of your artworks should include the VAT of your shipping country. For all sellers registered to VAT in Switzerland or EU, you will be required to provide us a completed tax form during your registration otherwise we won’t be able to accept your application nor proceed with your payments. You are responsible for providing us all details about your VAT registration including a valid VAT identification number in order to be compliant with international trade policies. If you are not eligible to VAT in your country, there will be no further action required as VAT will be paid by your buyers and transferred on your behalf to the appropriate tax office.

How can I promote my profile?

We strongly encourage you to make the best out of your profile and to use your Urbaneez personal page to sell your artworks. Whether it is for showing your art to your network or to help art lovers to purchase your artwork, you can make the use of your unique URL that can be urbaneez.art/artists/yourname or urbaneez.art/galleries/yourname, depending on the kind of seller you are. Lastly, don’t forget to put your URL on your Instagram account bio and benefit from our services to sell to your followers too!

If you still haven’t found an answer to your question on this FAQ, please send us an e-mail to [email protected] and we will be glad to provide you further assistance.