Delivery and order tracking

This article explains what happens between payment and reception of your artwork: lead times to expect, how to track your package, who to contact in case of a problem.

An order's journey

An order goes through three main stages:

1. Confirmed

As soon as your payment is validated, you receive an email Order confirmation — {artwork}. The order status is Confirmed.

The artist receives a sale notification at the same time and starts preparing the shipment. The lead time announced on the artwork page applies from this moment.

2. Shipped

When the artist has handed the package to the carrier, they mark the order as Shipped in their dashboard. You receive:

• An email Your artwork is on its way — {artwork}.
• The email content includes the carrier name, tracking number (if provided), an optional personal note from the artist, and a Track my package button.

The buyer-side status flips to Shipped.

3. Delivered

When the carrier marks the package as delivered, the status flips to Delivered. Depending on the carrier, this transition is either automatic (if tracking is connected) or manual (the artist marks Delivered after confirmation).

What lead times to expect?

Preparation lead time

This is the time the artist takes to prepare your artwork before handing it to the carrier: packaging, checks, sometimes framing on demand. It's announced on the listing as Ships within {min}-{max} business days.

This range is set by the artist in their shop settings. Depending on the nature of the work, plan for:

• Already-framed, ready-to-ship artwork: 1-3 business days.
• Standard work needing careful packaging: 3-7 business days.
• Fragile work, sculpture, framing on demand: 5-14 business days.
• Made-to-order or customised work: several weeks, to confirm with the artist.

Carrier lead time

Once handed to the carrier, the package follows their usual timelines. As an indication:

• Mainland France: 24-72h depending on the chosen service.
• Europe: 3-7 business days.
• Rest of world: 7-21 business days depending on destination, plus customs clearance if applicable.

The artist chooses the carrier; effective lead times depend on the contracted service.

Find your tracking number

If you have a Khroma account

Sign in and go to My orders. Each order card shows its status. For shipped orders, you see:

• Carrier — the carrier name.
• Tracking no. — shown in monospace, copyable.
• Track my package — a link to the carrier's tracking page.
• An optional message from the artist.

If you don't have an account

All information was emailed to you. Search your inbox for Your artwork is on its way — {artwork}. The tracking number and Track my package button are there.

If you can't find the email (spam, accidental deletion), contact the artist directly via their site's Contact page. They have the information in their dashboard.

Track a package with the carrier

The Track my package button redirects you to the carrier's official tracking page. Depending on the service the artist uses:

• Colissimo, Chronopost (La Poste) — laposte.fr/outils/suivre-vos-envois
• DHL — dhl.com
• UPS — ups.com
• FedEx — fedex.com
• Mondial Relay, UPS Access Point — relay.com / pickup-points.com

The tracking history shows the steps: picked up, in transit, awaiting delivery, delivered.

What to do if...

The announced lead time has passed and the order hasn't been shipped

If the artist announced shipping within 5 business days and you're at 10 days without a shipping email, contact them directly. Common situations may justify a delay (printer breakdown, late material delivery, personal issue) — a quick word from you lets them keep you informed.

The artist's email is on their Contact page, or by replying to your order confirmation email.

The package was marked Delivered by the carrier but I received nothing

A painful situation, to handle in two steps:

1. Physical check: look at your door, in your mailbox, with a neighbour (a package was sometimes left there without notice), at the pickup point (the carrier may have left a notice). Ask your concierge.
2. Contact the carrier to open an investigation. Have the tracking number ready. The procedure takes 5 to 15 days, after which:
   • If the package is found, it is delivered.
   • If the package is confirmed lost, the carrier compensates the artist, who will refund you or re-ship a new package (depending on your agreement).

Keep the artist informed in parallel. They can support the claim with the carrier (proof of shipping, declared value).

The package arrives damaged

Before opening: photograph the packaging as you received it (overall view, close-up on visible damage).

After opening: photograph the artwork in its packaging before removing it, then the artwork once unpacked.

Contact the artist quickly with these photos. Depending on severity:

• Minor damage: amicable compensation, or partial refund.
• Major damage: artwork return and refund, or new shipment if possible.

Artists often have transport insurance covering the value of the work. Your prompt declaration accompanied by photos lets them activate this insurance.

My delivery address was wrong

If the error is still fixable (order not yet shipped), contact the artist immediately — they can modify the address from their dashboard.

If the package is already in transit with a wrong address, contact the carrier to request a redirect en route. This operation is usually paid (€5 to €15) and not guaranteed.

If the package is delivered to the wrong address, you must try to recover it from the actual recipient. If impossible, the package is lost from an insurance standpoint, to be handled with the artist.

Customs (international orders)

For an order crossing a customs border (a UK-to-France purchase post-Brexit, or US to EU):

• The package is held in customs at your country's entry point.
• You receive a notice from the carrier indicating the customs fees due (import VAT, possible duties).
• Once paid, the package is released and delivered.

These fees are at your charge. They aren't known in advance and vary based on the declared value and the nature of the product. Plan for 20-30% of declared value for a non-EU import to France.

Frequently asked questions

How long before I receive my artwork?

Preparation lead time (announced on the listing) + carrier lead time. Within mainland France, plan an average of 5 to 10 business days total. Internationally, plan 2 to 4 weeks.

My artwork arrived but the status didn't switch to Delivered

If the carrier's tracking shows delivered, the Khroma status update can take a few hours. If the status doesn't change after 24-48h, it's not a problem: your order is delivered, only the display is out of sync.

Can I have it delivered to a different address (a gift)?

Yes. At checkout, the delivery address can differ from your billing address. Enter the recipient's address in the Delivery address section.

Is there real-time tracking in the Khroma app?

Real-time tracking happens on the carrier's site. Khroma displays the tracking number and a link to the carrier, but does not reproduce the detailed history.

I never received a confirmation email

Check your spam folder. If nothing: your email may have been mistyped at checkout. Contact the artist with the approximate date and time of payment, they can find your order in their dashboard and resend the invoice.