Frequently asked questions
Here you will find answers to the most frequently asked questions about our products, our website and our services. If you still can't find what you're looking for, contact us directly by posting your question here and we'll be happy to help.
What is the difference between the appearance of online and offline products?
The appearance of our online products depends largely on your screen resolution. To help you visualise the product, we strive to provide good quality images that are true to the original painting. You can also zoom in on the pictures online.
What are my payment options?
We currently accept MasterCard and Visa.
Will I be charged sales tax?
State and local sales tax is required by law to be charged on orders shipped to the states in which we operate. Therefore, all of our online and phone orders will include sales tax where such taxes are imposed by that destination state.
How much is the delivery charge?
Delivery costs vary depending on the country of destination and the method chosen. Collection Privée will cover the cost of delivering your order to the address you specify.
How long will it take for my order to arrive?
The time it takes for your order to arrive depends on the destination and delivery method you have selected.
A product that is in stock will be delivered within approximately 8 working days from the date the order is taken. If the product is not in stock, and the pre-order is validated, a delay of 2 months is to be taken into account due to the handmade process. For more information on estimated delivery to your destination, please visit our delivery page.
Can I specify a delivery time?
Unfortunately, we cannot select or specify an exact time. To track your order, simply log in to your account, or check your shipping confirmation email, to follow its progress.
Can I buy a gift certificate?
Gift certificates are not available.
How do I cancel or change an order?
Have you changed your mind? Please contact our customer service team as soon as you realise that you need to change the details of your order. Please note that if your order has already been processed, it may be too late to cancel or change the delivery. You can return the order once it has been received. If you refuse an order after it has been dispatched, you will be responsible for all shipping costs associated with that order.
I have a question about a Private Collection order, what should I do?
If you need information about delivery, returns, refunds or cancellations, we invite you to consult the pages dedicated to this information. You can also contact customer service.
How do I update my contact information?
Updating your details is easy. You can manage your information by logging into your account. If you have any problems, please contact our customer service by email.
When will my order be charged?
Please note that your card will only be charged once your order has been placed.
How do I track my order?
Every time you order on our website you will receive emails, to keep you informed, which include an order confirmation email which should arrive in your inbox immediately informing you that your order has been received, and a shipping confirmation email, including tracking details, to let you know that your order is on its way to you.
If you have any questions about the location of your package, please contact customer service who will be happy to assist you.
I have a question about my Collection Privée account, what should I do?
If you forget your password, visit the account login page to reset your information. For all other enquiries please contact customer service.
I am having problems registering or logging into my account, can you help me?
We are sorry to hear that you are having trouble accessing your account. If you have tried resetting your password but are still unable to access your account, please contact us. We will do our best to help you so that you can update your information as you wish. Alternatively, you can also place your order with us by telephone.
How secure is my information?
Your privacy is of the utmost importance to us. At Collection Privée, we take every measure to keep your financial information private and secure, and all transactions take place in a secure area of our site so that you can shop online with confidence.
Collection Privée gift boxes and packaging.
Unfortunately, due to logistical constraints, we are unable to ship gift boxes.
How are Collection Privée paintings made?
Our paintings are hand-painted by our artists. All paintings are made with oil paint on a cotton canvas of about 350 gr/m². All paintings are stretched on a wooden frame made in France.
What are your recommended care instructions?
We recommend that you gently clean your canvases with a feather duster or a cotton cloth.
It is important not to expose the paintings to direct sunlight and to avoid rooms with high humidity.
Where is Collection Privée based?
Collection Privée is headquartered in the UK. The address of our head office is: Carlyle House, Lower Ground Floor, 235-237 Vauxhall Bridge Road, London, England, SW1V 1EJ.