Here are answers to the questions we hear most often. Can't find what you're looking for? We're here to help - just ask.
Q: I'm not sure which piece is right for my space. Can you help?
Absolutely! Our team genuinely loves helping people find their perfect artwork. Real humans, no bots, no scripted responses. Contact us - no question is too small.
Q: Can I see more photos of an artwork?
Yes. If you'd like additional photos, specific angles, or close ups of any details, contact us and we'll send them over. We want you to feel completely confident before purchasing.
Q: What condition will my artwork arrive in?
What you see online is exactly what arrives at your door. We photograph every artwork in detail, including any imperfections. If there's a scratch, mark, or wear, you'll see it in the photos and we'll describe it clearly in plain language. No surprises, no disappointment.
Q: What does [technical term] mean?
We use plain language whenever possible, but sometimes specialist terms are necessary. When we do use technical language, you can use our Glossary for clarity. If something is unclear, please ask - we're happy to explain!
Q: Can I view artworks in person before buying?
While we're an online gallery without a public showroom, we absolutely understand wanting to see a piece in person before committing.
If there's a particular artwork you're interested in, we can arrange a viewing by appointment at our studio warehouse in Corsham. We'll do our best to accommodate you and happily get out as many pieces as you'd like to view - whether it's one specific painting or several options you're deciding between.
Email [email protected] to arrange your visit.
Q: Are the artworks framed?
This varies by piece. Each listing clearly states whether the artwork is framed and includes dimensions both with and without frame where applicable.
Q: Is the artwork ready to hang?
Framed works: Yes. Almost all framed artworks come ready to hang. We include hanging fixtures in the parcel, plus any additional hooks you might need. Simply choose your spot, put a nail or hook in the wall, and hang!
Unframed works: These will need framing before hanging. We're happy to provide advice on framing options if you'd like recommendations.
Q: How do I know the artwork is authentic?
Every artwork comes with a certificate of authenticity after thorough verification by our expert team. We examine the history, signatures, and authenticity markers of each piece. If authenticity is questioned, we'll refund you with no hassle. You shouldn't have to be an expert to buy with confidence - that's our job, and we take it seriously.
Q: What if I'm not sure about the artist or provenance?
We're transparent about what we know. Our listings include all available information about the artist, history, and provenance. If documentation is limited, we'll tell you that upfront. Have questions? Our team is here to discuss any piece in detail before you buy.
Q: Are there any hidden fees?
No. The price you see is the price you pay.
UK customers: VAT is included in the price of the artwork - no hidden costs, no surprises at checkout. UK shipping is also free.
International customers: The price includes everything except shipping (shown upfront before checkout) and any VAT/customs duties you may need to pay upon delivery in your country.
Q: Why are your prices so competitive?
We achieve affordability through scale and technology, passing those savings directly to you. Unlike traditional galleries, our business model relies on volume and efficiency rather than inflated margins. You get exceptional value on quality, pre-owned art without gallery markup or auction house uncertainty.
Q: Is VAT included in UK prices?
Yes, UK VAT is included in the price of the artwork. There are no hidden costs.
Q: Can I reclaim VAT on my purchase?
Unfortunately, no. We operate under a special VAT scheme for antiques and fine art (known as the VAT Margin Scheme). This means VAT cannot be reclaimed against our pictures, and we don't produce VAT receipts.
We know this may be inconvenient for business purchasers, but this scheme allows us to offer competitive pricing on pre-owned and antique artworks.
Q: Will I receive a VAT receipt?
We don't produce VAT receipts due to the special VAT scheme we operate under for antiques and fine art. You will receive a standard invoice/receipt for your purchase showing the total amount paid.
Q: What payment methods do you accept?
We accept all major credit and debit cards at checkout. Klarna is also available at checkout for flexible payment options.
Q: Can I put a deposit down on an artwork and pay later?
Yes! With especially high-value artworks, we completely understand that it may be more convenient to pay in installments.
Simply let us know you'd like to reserve an artwork, and we'll send you:
This gives you flexibility while securing the piece you love.
Q: Can I cancel or modify my order after placing it?
If you need to cancel or modify your order, please contact us as soon as possible. If your artwork hasn't been packed and dispatched yet, we'll do our best to accommodate your request. Once dispatched, our 30 day return policy applies.
See our delivery help page here
Q: Do US customers pay import duties on artwork?
Original artwork is generally exempt from US import duties. Under Chapter 97 of the Harmonized Tariff Schedule and the International Emergency Economic Powers Act (IEEPA), original paintings, drawings, watercolours, prints, and sculptures are classified as cultural materials and can typically enter the United States duty-free.
We include proper customs documentation with all US shipments to support this exemption. However, you may still be charged a small Merchandise Processing Fee, and the tariff landscape has been evolving throughout 2025. If you have concerns about a specific purchase, we recommend verifying current requirements with US Customs or a customs broker.
See our returns help page here
Q: How do I care for my artwork?
Care varies depending on the type of artwork and materials:
If you have specific questions about caring for your piece, we're happy to provide tailored advice.
Q: Can you help with framing or reframing?
While we don't offer in-house framing services, we're happy to recommend trusted local framers or provide advice on framing options for your artwork.
Q: Do you offer hanging or installation services?
We don't offer installation services directly, but we can provide guidance on hanging techniques and recommend professional picture hangers in your area if needed.
Q: Do you offer trade accounts?
Yes. Our Trade Programme is designed for interior designers, property developers, hotels, restaurants, and businesses. You'll get:
Contact us at [email protected] to set up your trade account.
Q: Can you help recommend specific artworks for my project?
Absolutely! Tell us your specifications - style, medium, colours, dimensions, budget - and our specialists will curate a selection tailored to your brief. Whether you're dressing a Georgian townhouse, boutique hotel, or modern apartment development, we've got you covered.
Q: Can you hold artwork and coordinate delivery for projects?
Yes. We offer flexible reserve and hold services, so artworks are delivered when convenient for your project timeline. We can also coordinate deliveries to multiple locations for staging properties or furnishing different sites.
Q: What types of businesses do you work with?
Interior designers and decorators, property developers, hotels and B&Bs, restaurants and bars, corporate offices, care homes, co-working spaces, retail spaces, and private collectors.
Q: What makes your trade programme different?
You get gallery quality art without gallery markup, guaranteed authenticity with certificates, transparent pricing (no auction uncertainty), expert support, reliable logistics, and a 30-day return policy - even for trade customers. We achieve competitive pricing through volume and efficiency, passing those savings to you.
Q: How do I get started?
Email [email protected] with details about your business and projects. We'd love to help you find the perfect pieces to elevate your spaces.
Q: How does the Loyalty Points Scheme work?
We love rewarding our customers! You can earn Loyalty Points in several ways:
Each point is worth one penny. Once you've accumulated enough points, you can claim vouchers of £5, £10, £15, or £20 to use against future orders.
How to use your points:
It's our way of saying thank you for being part of the Sulis community.
Q: Do I need an account to earn Loyalty Points?
Yes, you'll need to create a free account to track and use your Loyalty Points. Creating an account also makes future purchases faster and allows you to save your shipping information.
Q: Can I combine Loyalty Points vouchers with other discounts?
Please contact us if you have multiple discount codes - we'll let you know which combinations are possible for your order.
Q: Do you buy artwork?
Unfortunately, we don't buy individual paintings. However, if you have a very large collection and are based in the UK, we may be interested. Please get in touch at [email protected] to discuss.
Q: Do you offer valuations or appraisals?
No, we don't offer a valuation or reference service. Unfortunately, we're unable to respond to valuation enquiries.
If you're looking to sell individual artwork or have artwork valued, we recommend contacting a certified art appraiser or local auction house.
Q: How can I contact you?
Email: [email protected] Phone: 01249 704862 Hours: 8:30am-4:30pm, Monday to Friday
No question is too small. Whether you need help with measurements, style advice, shipping questions, or anything else - we genuinely enjoy helping customers find their perfect artwork.
Q: How quickly will you respond?
We aim to respond to all inquiries within [24 hours on weekdays]. If you need urgent assistance, please mention this in your message.
Q: I have a question that's not answered here.
Please don't hesitate to reach out. We're passionate about art and happy to help with any question, no matter how specific or unusual. Contact us and we'll get back to you promptly.
Q: What is The Sulis Promise?
The Sulis Promise is our commitment to making buying art feel as special as the art itself. With over 100,000 artworks delivered worldwide, we've refined every detail to give you complete confidence:
✓ Certificate of Authenticity - Every artwork verified and guaranteed authentic
✓ 30 Day Peace of Mind Guarantee - Make sure you’re happy or return it
✓ Condition Transparency - What you see online is what arrives at your door
✓ Safe Arrival Guarantee - Expert packing, tracked delivery, full protection
✓ Honest Pricing - No hidden fees, fair value guaranteed
✓ Expert Support - Real people who love art, here to help every step
Q: Why should I buy from Sulis Fine Art instead of a gallery or auction house?
We offer gallery quality art without gallery markup. Our business model relies on volume, technology, and efficiency - which means we pass significant savings directly to you. You get:
Q: Where can I find you on social media?
https://www.instagram.com/sulisfineart/
Still have questions? We're here to help.
Browse our collection with complete confidence - The Sulis Promise means we've got you covered at every step.
✓ Returns: 30 days, full refund, no questions asked
✓ UK Shipping: Free, 2 working days dispatch
✓ International Shipping: Rates shown upfront, 7-14 days delivery
✓ Authenticity: Certificate with every purchase
✓ Damage: Contact immediately, full resolution guaranteed
✓ Payment: Cards, Klarna, or deposit arrangements available
✓ VAT: Included in UK prices (non-reclaimable under Margin Scheme)
✓ Tracking: Provided via email for every order
✓ Italy/France: Special restrictions apply - see shipping section
