Help & Support
Buyer FAQ
Everything collectors and buyers need to know about discovering, purchasing, receiving, and caring for art from Auria Art House.
Yes. Every listing is either an original work created by the listing artist or a clearly disclosed limited-edition print or reproduction. We verify artist identity during onboarding and curate all listings before they go live. If you ever suspect a listing is misrepresented, report it to authenticity@auriaart.com.
Every original artwork comes with a Certificate of Authenticity (CoA) signed by the artist, included with your delivery. The CoA confirms the title, medium, dimensions, year of creation, and the artist's signature. Preserve this document -- it is the artwork's provenance record and important for future resale or insurance valuation.
Yes. Use the "Ask the Artist" button on any listing page to send a question about the artwork. Artists typically respond within 2-3 business days. Please keep all communication within the platform -- off-platform transactions are not covered by our buyer protection policies.
Yes. Artists with the "Accept Commissions" badge on their profile are open to custom work. Send a commission enquiry with your brief -- subject, dimensions, medium, timeline, and budget. The artist confirms feasibility and pricing before you pay. Note that custom commissions are non-refundable once the artist has started work, so discuss requirements thoroughly beforehand.
No. Purchasing the physical artwork gives you ownership of the object and the right to display it privately. Copyright -- including reproduction and commercial use rights -- stays with the artist. If you want to use the artwork in advertising, merchandise, or any commercial context, you need a separate written licence from the artist. See our Copyright Policy for details.
Absolutely. Enter the recipient's address in the delivery address field at checkout. If you would like a personal message included, add it to the order notes. We will pass your message to the artist to include with the packaging. The invoice is sent to your billing email, not included in the package.
You will receive a dispatch email with a tracking number and courier link once the artist ships your artwork. You can also track your order from your account dashboard under "My Orders". If tracking shows no movement for more than 3 days, contact us at support@auriaart.com with your order number and we will investigate.
Yes. A GST-compliant invoice is automatically sent to your registered email after every purchase. If you need the invoice with your company GSTIN for input tax credit, update your billing details in your account settings before placing the order. You can also download past invoices from your dashboard under "My Orders".
All major payment methods are accepted through Razorpay:
- Credit and debit cards (Visa, Mastercard, RuPay, Amex)
- UPI (Google Pay, PhonePe, Paytm, BHIM, any UPI app)
- Net banking from all major Indian banks
- EMI on eligible credit cards
- Razorpay wallet
All transactions are encrypted. We never store your card details on our servers.
Yes. Payments are processed by Razorpay, a PCI-DSS Level 1 compliant gateway -- the highest security standard for payment processing. All data is encrypted with SSL/TLS. For UPI, authentication happens directly through your bank's infrastructure. We do not store card numbers or CVVs.
GST is calculated and shown separately at checkout before you confirm payment -- it is not hidden in the listed price. For paintings, drawings, and sculptures the applicable rate is 12%; for other categories it may be 18% as per Indian GST regulations. Shipping charges may also attract GST separately.
Yes. EMI options are available on eligible credit cards from HDFC, ICICI, SBI, Axis, Kotak, and other major banks. EMI availability and tenure options (3, 6, 9, 12 months) are shown at checkout based on your card and the order value. Processing fees and interest rates depend on your bank and chosen tenure.
Wait 15-20 minutes -- most failed payment debits auto-reverse within this window. If it does not, check your "My Orders" dashboard. If no order was created, email support@auriaart.com with the payment date, amount, and your bank transaction reference number. We will reconcile with Razorpay and confirm within 1 business day. Most cases resolve within 3-5 business days.
First check your spam or junk mail folder. Also check your account dashboard under "My Orders" -- if the order appears there, it is confirmed. If neither shows it and your bank was debited, contact us at support@auriaart.com immediately with your payment details.
Artists dispatch within 7 business days of your order. After dispatch, typical delivery times are:
- Metro cities (Bangalore, Mumbai, Delhi, etc.): 3-5 business days
- Tier 2 cities: 5-7 business days
- Tier 3 and rural areas: 7-10 business days
Delays may occur during major festivals (Diwali, Christmas) or due to weather disruptions.
We deliver to all serviceable pin codes across India through our logistics network (Shiprocket, Delhivery, Blue Dart, India Post). To check if your pin code is serviceable, enter it at checkout -- the system will confirm availability. For very remote locations, delivery may take longer or alternative arrangements may be needed.
International shipping is available on a case-by-case basis and is not yet a standard checkout option. If you are outside India and wish to purchase, contact us at support@auriaart.com before placing the order. Import duties, customs clearance, and any local taxes are entirely the buyer's responsibility.
Yes. Basic transit insurance is included for all domestic shipments, covering the declared artwork value against loss and damage. Artworks valued above Rs. 50,000 have enhanced insurance arranged automatically. If your artwork arrives damaged, photograph it immediately and report to returns@auriaart.com within 48 hours -- retain all original packaging as it is needed for the insurance claim.
If the artwork has not yet been dispatched, contact us immediately at support@auriaart.com and we will update the address. Once dispatched, address changes may not be possible and any courier redirection charges are your responsibility.
Before signing the delivery receipt, inspect the outer packaging for visible damage. If the box is visibly crushed, torn, or wet, note this on the courier's delivery receipt before signing -- this protects your damage claim. Then carefully open and check the artwork. If you discover damage, photograph everything and report within 48 hours.
First check with neighbours, your building security, or a safe-drop location. If genuinely not received, contact us within 48 hours of the "Delivered" status at support@auriaart.com. We will raise a non-delivery investigation with the courier. Most couriers conduct a physical verification in such cases. Do not delay reporting -- late claims are harder to investigate.
You have 7 calendar days from the date of confirmed delivery to initiate a return. Email returns@auriaart.com with your order number and photographs of the issue. Do not ship anything back without first receiving written return authorisation from us.
Unfortunately no. Change-of-mind returns are not accepted. We encourage buyers to review all listing photos, dimensions, and the artist's other works carefully before purchasing. If you have questions about how an artwork will look in your space, use the "Ask the Artist" feature before buying. Returns are only accepted for damage, misrepresentation, or wrong items.
Do not discard any packaging. Photograph the damaged packaging and the artwork from multiple angles. Email returns@auriaart.com within 48 hours with your order number and photos. We will arrange a full refund (including original shipping charges) or a replacement, and handle the courier insurance claim. Keep all packaging until we confirm resolution.
Once the returned artwork is received and inspected, refunds are initiated within 7-10 business days to your original payment method. Your bank may then take 3-5 additional business days to credit the amount. UPI and wallet refunds are usually faster. You will receive an email confirmation when the refund is initiated.
You may cancel before the artist dispatches the artwork for a full refund. Email support@auriaart.com immediately with your order number. Once dispatched, cancellation is not possible -- wait for delivery and then follow the return process if eligible. Custom commissions cannot be cancelled once work has begun.
If the return is due to our error or the artist's fault (transit damage, misrepresentation, or wrong item), we arrange and pay for return shipping. If the return is buyer-initiated for other eligible reasons, you are responsible for return shipping costs. Please use adequate packaging for returns -- damage during return transit due to insufficient packing may affect your refund amount.
Register as a Bidder through your account settings and complete the KYC verification. You will also need to pay a refundable security deposit to activate bidding. Once approved, you can browse all live and upcoming auctions and place bids. Your security deposit is refunded when you close your bidder account, provided you have no outstanding obligations.
Yes. Every bid is a legally binding commitment to purchase at that price if you win. Only bid what you genuinely intend and are able to pay. Failing to complete payment after winning may result in forfeiture of your security deposit, suspension of your account, and potential legal action under the Terms of Service.
A reserve price is the minimum the artist will accept. Reserve prices are generally not disclosed, but the auction listing will show if bidding has "met the reserve" or not. Some auctions are listed as "No Reserve" -- in these, the highest bid at close wins regardless of amount. If a reserve is not met, the artwork is not sold and no payment is due.
You will receive an email immediately after the auction closes confirming your winning bid and the final price. Use the payment link in the email to complete payment within 48 hours. All standard payment methods are available. After payment, the artwork is shipped within 7 business days following our standard delivery process.
All auction sales are final. Returns are only accepted if the artwork arrives damaged in transit, is materially misrepresented compared to the auction listing, or is found to be a counterfeit. In such cases, report within 7 days of delivery to support@auriaart.com with evidence. Please review auction listings thoroughly before bidding.
Browse upcoming events on the Events page and click "Register" on the event you wish to attend. Complete registration and pay any applicable fee. You will receive a confirmation email with your e-ticket and a QR code for entry. Some events are free; others require a registration fee which covers venue and curation costs.
This depends on the specific event. The event listing clearly states whether artworks are for sale or for viewing only. If for sale, purchases are processed through the Auria Art House platform under the standard payment and shipping process -- you will receive the artwork by courier, not necessarily take it home on the day.
Event registration fees are generally non-refundable. If you are unable to attend, your registration cannot usually be transferred. In the rare case that Auria Art House cancels an event, all registered attendees receive a full refund within 7-10 business days.
Workshop details, joining links (for online workshops), or venue information are sent to your registered email 24-48 hours before the session. Physical materials for in-person workshops are distributed at the venue. If you have not received joining instructions 24 hours before the event, contact support@auriaart.com.
Click "Sign Up" on the homepage and register with your email address and a password, or use Google sign-in. Verify your email with the OTP sent to your inbox. You are then ready to browse and buy. To upgrade your account to participate in auctions, complete the KYC verification from your account settings.
Click "Forgot Password" on the login page, enter your registered email, and click Submit. You will receive a password reset link within a few minutes (check spam if not received). The link is valid for 24 hours. If you continue to have issues, contact support@auriaart.com.
Go to "Account Settings" and then "Notifications". You can opt out of marketing and newsletter emails while keeping essential transactional notifications (order confirmations, shipping updates, refund confirmations). Transactional emails cannot be fully disabled as they contain important information about your orders.
Email support@auriaart.com from your registered address requesting account deletion. Accounts with pending orders or open return cases cannot be deleted until those are resolved. Deletion is permanent and all your order history, saved artworks, and profile data will be removed. This cannot be undone.
Buyer Support
Still have a question?
Our support team is here to help you find the perfect artwork and make your buying experience smooth and enjoyable.