Support Policy
by Delaroke Gallery, contemporary art gallery based in the United Kingdom.

Last updated: 17 October 2024

1. Overview

At Delaroke Gallery, we are committed to providing collectors, artists, and partners with a seamless and supportive experience — from purchase to delivery and beyond.
This Support Policy outlines how we handle enquiries, complaints, and post-purchase assistance to ensure every client is satisfied with their experience.

2. How to Contact Us

You can reach our support team through any of the following channels:

• Email: support@delaroke.art

• Online Form: www.delaroke.art/contact

• Social Media: @delarokeartgalleryuk

Our team is available Monday to Friday, 9:00 AM – 5:00 PM (UK time), excluding public holidays.

3. Response Times

We aim to respond to all support requests within the following time frames:

• General enquiries: within 24 hours

• Order or delivery issues: within 1–2 business days

• Refund or exchange requests: acknowledged within 2 business days, resolved within 5–10 business days

If your query requires coordination with the artist or our Nigerian gallery team, response times may be slightly longer — we’ll notify you if that’s the case.

4. Support Scope

Our support team can assist you with:

• Questions about artworks, availability, or authenticity

• Help with orders, payments, or shipping updates

• Returns, refunds, or exchanges (in line with our Refund Policy)

• Certificates of Authenticity or provenance information

• Digital file issues for downloadable artworks

• Website account access or order history

• Artist or exhibition enquiries

We cannot provide legal or financial advice, valuation estimates for external works, or mediation between private collectors.

5. Support for International Orders

Depending on where your artwork is being shipped from, support may be provided by our UK or Nigeria team.
You will always receive clear communication about which team is handling your request and their operating time zone.

6. Digital Artwork Support

For customers who purchase digital or downloadable artworks:

• You will receive a download link by email immediately after payment.

• If the file fails to download or appears corrupted, please contact us within 7 days.

• We will verify the issue and provide a replacement file where appropriate.

7. Artist & Partner Support

Represented artists and collaborators can contact our Curatorial or Logistics teams through the same support email.
Artist-specific matters such as commissions, consignments, or sales reports will be redirected to the correct department.

8. Confidentiality

All communications between clients and Delaroke Gallery are treated as confidential.
We do not share personal information or correspondence with third parties unless required for order fulfilment or legal compliance (see our Privacy Policy).

9. Continuous Improvement

We regularly review feedback from clients and artists to improve our service standards.
If you have suggestions on how we can enhance your experience, please email feedback@delaroke.art — we welcome your insights.

10. Contact

For all support-related matters, please contact:

Delaroke Gallery
Email: support@delaroke.art
Website: www.delaroke.art
Instagram: @delarokeartgalleryuk