Website Operation

How do I find the paintings on the site?

The paintings are in the Home and in the Shop.

In general the paintings are grouped in sets with the same formal and conceptual language.

Each set is presented separately at Home, and the paintings available for sale are listed in the Store.

Clicking on the thumbnail image of a painting will take you to the detail page of the same painting.

There you will find the technical sheet of the good work as well as other notes. (for example: Mini Shot – Berlin 1)

The call option appears in the step referred to in the previous paragraph.

What happens if I buy a painting?

Adding a painting to the cart will take you to the cart page.

Then you can proceed to checkout, where you will be asked for your details and payment.

After making the payment you will receive an automatic confirmation email with details of the work you purchased and an indication that the order is awaiting payment confirmation.

Once payment has been confirmed, you will receive a second email with your order validation, invoice, tracking number and estimated transit time for you.

This step may take up to 4 business days, depending on the payment method you choose (MBWay, Credit / Debit Card and Paypal).

The artwork will be sent to the address indicated on the form.

If I add a painting to the cart will I need to complete the purchase?

No, whenever you add paintings to the cart you can remove them on the “cart” page.

How can I remove items from cart?

Items in your cart will remain there unless you remove them or complete your purchase. To remove items you do not wish to purchase simply follow the steps:

1 – Click on the Cart icon in the menu to view your Cart;

2 – Click on the red X on the left side of the work you want to delete.

Security, Payments and Privacy

Is the site secure?

Yes, the site is protected with an SLL security certificate issued by Let’s Encrypt Authority X3.

We undertake to keep this certificate up to date, as well as other programs necessary for the proper functioning of the site.

About the SLL certificate you can find more information on the Let’s Encrypt website.

https://letsencrypt.org/repository/

Are there any advantages to paying online?

Yes, both for your safety and mine.

By making payment through the site, you are automatically protected by the bank security services that record the successful transfer, as well as the service provider.

MBWAY is the payment method managed by the IfThenPay platform that ensures the security of the payment process. https://ifthenpay.com/

Stripe, which manages Debit / Credit card payment, is a platform specializing in online payments and ensures complete security in the payment process as well as in the refund process. https://stripe.com/en-us/about

Paypal offers support in case of a complaint or dispute, which I can find out on the Paypal website. Ensuring both parties and helping to determine the best resolution. https://www.paypal.com/webapps/mpp/paypal-safety-and-security

Added to this is the insurance of the carrier that protects the work during shipment, https://www.ctt.pt

Is paying through the site safe?

Yes, because payments are made through a payment service provider window.

That is, for example, if you pay with Paypal the payment is made in a window of Paypal itself, and thus the security requirements that Paypal offers are guaranteed.

I’m having problems with payment, what should I do?

If you have problems paying, you can contact me by email, so you can follow along.

However, I suggest you see the following paragraphs about problems with MBWAY, Debit / Credit Card or Paypal.

Debit / Credit Card Issues

If your credit card is being declined during purchase, try our troubleshooting tips below.

If you still have problems, we advise you to contact your bank or credit card provider and ask for their assistance.

Double-check the information entered during checkout:

Has your billing address changed recently?
Did you enter the correct CVV code?
Did you receive a new card with a new expiration date?

PayPal Issues

PayPal has several security measures to protect its users against fraudulent activity.

For this reason, PayPal may occasionally prohibit a buyer from sending payment.

If you have trouble using your PayPal account, please contact PayPal directly for assistance or visit the website for troubleshooting information.

https://www.paypal.com/smarthelp/home

What happens to the data I provide?

Your details will be in Alexandre Coxo’s database and are intended for order processing, after sales communication and invoicing.

That is, we will only use them to perform the tasks that allow us to dispatch the artwork for delivery to your home.

We pledge not to bother you with unwanted advertising or publications.

During the purchase process as well as in the fields on the site, you can join the Newsletter to receive more information about news, curiosities and the activity of Alexandre Coxo.

You can read more about this on our Privacy Policy page.

Transport

How will my order ship?

The item will be shipped packaged in a corrugated cardboard box, inside which will be wrapped in paper, protective foam and cardboard / MDF.

This way your artwork will be protected to make a safe trip from the studio to your home.

The carrier you use is CTT and tracking information will be sent to you in the confirmation email.

For countries outside the European Union, the order will be shipped in Carriage and Insurance Paid (CIP) mode, with the customs liability and the payment of fees (if applicable) being the responsibility of the buyer.

How do I track the progress of my artwork?

The artworks will be shipped through the company CTT.

For the most up-to-date tracking information, we recommend you visit the CTT website using the tracking number sent to you in the confirmation email.

Copy the tracking number sent in the email and then enter it on the CTT web page for the latest tracking information.

Visit www.ctt.pt.

How long does it take to receive my order?

Depending on your region of order, it may take between 9 and 28 business days.

For Portugal the time will be between 9 and 23 business days, depending on the size of the order.

In Europe the time will be 3 more business days, ie up to 26 business days.

And for the rest of the world another 5 business days, up to 28 business days.

Common Reasons for Delivery Delay

If you live in an area with severe weather, natural disasters or any other unforeseen major events, your order may be delayed.

Please add 2-3 additional business days to the estimated delivery date of your order.

Also, in some countries, the customs clearance process may take up to 30 days.

Please check your government’s international shipping policies for more detailed information.

Will my artwork arrive ready to hang?

Depending on the artwork may be ready to be hung.

In general, works on canvas are by themselves ready to be hung.

Some works already include frames, this information is explicit in the technical sheet of the work.

Drawings are shipped rolled up so they are not ready to hang.

Authenticity

Will the artwork include the artist’s signature?

When the signature is not displayed on an artwork image, it will be on the back or side of the piece.

In addition to the signature the works will be accompanied by a certificate of authenticity printed on paper, affixed to the coast of the work.

Cancellation & Returns

Can I cancel an order before it is shipped?

Yes you can.

Please note that all buyers have the right to cancel their order at any time before shipment. We recommend that you allow the shipment to arrive so that you can see the work in person before making the final decision whether or not to keep it.

However, if you are sure you do not want the artwork, please contact info@alexandrecoxo.com immediately and provide details of your order and intention to cancel.

We are committed to ensuring your satisfaction. That is why, after receiving original artwork we are available to accompany you and advise you on how you can make the artwork.

Still, you have seven days to decide whether or not to keep this artwork or return it for a refund. Transport and customs charges may be borne by you. This decision will be made on a case-by-case basis, so fast communication between us is important.

How do I return a work of art? undamaged work

Step 1 – Within seven days from the date of delivery of the merchandise, please email us at info@alexandrecoxo.com and provide your information and reason to return the work.

Step 2 – Repack the artwork using the original packaging. If you have already discarded the original packaging, you will be responsible for purchasing packaging materials to safely return the artwork.

Step 3 – Track the response to your email to complete the return process. When the part arrives safely, it will be refunded (minus shipping costs and international customs fees).

Depending on case by case, currency conversion fees or bank fees may be charged. Usually the refund is made by the same method used for payment, if any change to this process is required, it will be communicated and arranged by email.

What to do if the artwork arrives damaged?

Step 1 – Within seven days from the date of delivery of the artwork please email us at info@alexandrecoxo.com to let us know what happened.

Step 2 – Save the original packaging!

Step 3 – Take photos of damaged artwork and packaging. Please send these photos to info@alexandrecoxo.com. Step 4 – Your information will be evaluated and we will contact you shortly to discuss what to do.

Who pays the return shipping costs?

We review all returns on a case-by-case basis to determine who is responsible for paying all costs (freight and customs) required to return the artwork.

If the work is returned by decision of cancellation of purchase without damage and after the communication process described in the previous topics, the buyer is responsible for the return costs.

If we find that the artist has misrepresented the work (either in the photograph or in the description), has not disclosed important information about the work, or if the artwork has been damaged as a result of poor packaging, the buyer will not be responsible for shipping costs.

Intellectual property

No permission is granted by Alexandre Coxo for the reproduction of the paintings and other images presented on this site.

If you wish to use an image as a reference, please contact the artist.

If you have any questions I will be entirely at your disposal.

I hope you feel free to contact me. You can do this by filling out the form on the Contact page or by email to info@alexandrecoxo.com