FAQ's

I'm Having Trouble Paying By Credit Card/PayPal. What Do I Do?

Credit Card Issues

If your credit card is being declined during purchase, please try our troubleshooting tips below. If you still experience problems, we advise that you contact your bank or credit card provider and ask for their assistance.

Double-check the information you entered during checkout:

Did your billing address change recently?

Did you enter the correct CVV code?

Did you get a new card with a new expiration date?

About the CVV Code

If using a credit card to purchase a work, you will be asked for the CVV code (i.e. Card Verification Value code). On most credit cards (including Visa, MasterCard, and Discover cards), the CVV is a three-digit number printed to the right of the signature space on the back of the card. On American Express cards, it is the four-digit code located on the front of the card.

Review your bank’s fraud-alert policies.

Your bank may flag any suspicious activity on your account which may include first-time orders or high-value purchases (regardless of the card’s available funds)—especially those made online. Your bank may require you to contact them and authorize the purchase before allowing you to complete the transaction.

Review your bank’s daily withdrawal limit.

Most banks have limits on how much you can charge on your card in a single day. If you reach this limit, your bank may block your account from any further activity for the day regardless of available funds in the account. 

 

How Do I Remove Items From My Shopping Cart?

Items in your Shopping Cart will remain there unless they are removed, or until you complete the checkout process. To remove items you don't want to purchase, do the following:

Step 1 – Click the Shopping Cart icon from the Leonardo Moleiro Art main menu to view your shopping cart.

Step 2 – Click the Remove link underneath the artwork’s title.

 

Do I Need To Create An Account To Purchase?

Not necessarily, but we encourage you to do so because then you'll be able to track your purchases.

 

How Do I Place An Order?

Step 1 – Click the thumbnail of the image to enter the artwork’s page. You’ll have the opportunity to view the work's details.

Step 2 – If you'd like to purchase the work, click Add to Cart. You’ll be taken to your shopping cart page. If you’d like to add more items to your cart, click Continue Shopping. If you’re ready to purchase, proceed to step 3.

Step 3 – Once you’re ready to purchase your selected artwork, click Proceed To Checkout.

Step 4 – Enter your Billing and Shipping Address then click Ship to this Address

NOTE: Our shipping rates are calculated by the shipping addresses of both the collector and the artist, as well as the measurements and weight of the artwork. The only way to determine shipping rates is to add the artwork to your cart and then enter your shipping address so the rates can be automatically calculated. Your shipping costs automatically populate on the final payment page, breaking down freight, customs, and tax fees.

Step 5 – Enter your Payment information. From here, you’ll be able to review the artwork’s shipping and tax fees (on the right hand side of the screen).

Step 6 – Click Proceed to Order Review.

NOTE: For original artwork, international duties and taxes, if any, will be included in the checkout cart.

Step 7 – Once you submit the order, our system will automatically generate your order number and you’ll receive an email confirmation containing your order details.

If you have further questions, please Contact us at support@leonardomoleiro.com

 

What's The Difference Between Buying Limited Edition Vs. Open Edition Prints?

About limited edition prints

As the name suggests, only a limited number of prints will be made available for purchase. For example, if the artist is selling a limited run of 25 prints, once those 25 prints have sold, that limited edition will no longer be available to purchase. The exclusive nature of a limited edition print effectively raises its value and, therefore, its price.

 

About open edition prints

Unlike limited edition prints, open edition prints may be endlessly reproduced. Because there's no limit to the number of prints that can be made, an open edition print is priced lower than a limited edition print.

 

What Types Of Open Edition Prints And Frames Are Available?

See below for descriptions of the types of Open Edition prints (and optional frames) available for purchase through Leonardo Moleiro Art.

 

Optional Frame

Fine Art print frames have a width of 1 3/4” and are made of 100% real wood with a matte black or matte white enamel finish. Shatterproof plexiglass is used for safe delivery and improved UV protection. Framed prints are final sale items.

 

 

Canvas Prints

Artwork is printed on canvas stretched side to side and wrapped around four edges on a stretcher frame. To protect the print from scratches and sunlight, each canvas is coated with a UV protective layer designed specifically for our canvas and ink.

 

Optional Frame

Framed canvas prints come with a black wrap for a seamless look. They are gallery wrapped on 1.25” deep stretcher bars made of 100% renewable kiln-dried, knot-free, finger-jointed wood.

 

What Payment Methods Do You Accept?

Leonardo Moleiro Art accepts the following payment methods:

Visa

MasterCard

Discover

American Express

PayPal

Bank Wire Transfer (Contact by email support@leonardomoleiro.com for assistance with bank wire transfers) 

 

Will I Be Charged Taxes Or Customs Fees?

In some cases, collectors will pay taxes and customs fees on artwork they purchase, depending on their country of residence as well as the country the artwork is shipping from. See below for more information.

 

Sales Tax

If your artwork is being shipped to California, a 9.0% sales tax will be added to your total. No sales tax is added in all other cases. A breakdown of all costs, including shipping fees and any applicable taxes, will be visible on your shopping cart page prior to submitting your payment information.

 

Value Added Tax (VAT)

For original artwork and limited edition prints, VAT (value added tax) fees will be included in your online checkout process.

 

For prints, VAT fees are not included during the online checkout process. The buyer will receive a separate invoice from the courier when the print is delivered.

 

Customs Charges

In addition to shipping charges, the buyer will also be responsible for paying international customs fees, determined by the country the artwork is being shipped to. Please check with your country's customs office to determine what these additional costs will be prior to making a purchase.

 

Where Does Artwork Ship From?

If you purchase an original work or limited edition print from Leonardo Moleiro Art, the work will be delivered straight from the artist’s studio to your specified shipping address.

 

If you purchase an open edition print, it will be printed and shipped by Leonardo Moleiro Art's printers, located in the United States.

 

How Do I Reserve Artwork?

If there's a specific work you'd like to buy but you may require more time to complete the purchase, please send an email to support@leonardomoleiro.com with "Artwork Reservation Request" in the subject line and include the following information:

Reason for requiring reservation

Title of artwork you'd like to reserve 

Artist name

Your contact telephone number 

Please know that the reservation process should ONLY be used if you are already committed to purchasing the work. Out of respect for our artists, we don't allow collectors to reserve artwork if they're still in the decision stage about purchasing. 

 

What's Leonardo Moleiro Art's 7-Day Return Policy?

Leonardo Moleiro Art is committed to ensuring the 100% satisfaction of our art collectors! That's why once you’ve receive an original artwork, we'll give you seven (7) days to decide whether or not you’d like to keep that artwork or return it for a refund. You may return any eligible artwork (i.e. artwork that is not one of the Final Sale items, listed below), provided that it is returned to the artist in its original condition and packaging.

For detailed information on how to return either an original work or a print as well as the specific return policies for each, please see the following FAQs:

 

How Do I Return An Original Work?

Before reading the instructions provided below on how to return an original work, please carefully read our Original Artwork Return Policy:

 

Original Artwork Return Policy

From the time you receive your original artwork from our couriers, you have seven (7) days to decide whether to keep the work or return the artwork in its original condition for a refund.  

We also require all returned artwork to be shipped out by the buyer within three (3) days after confirming with us that the work will be returned. So, if you receive artwork you’ve purchased from Leonardo Moleiro Art and are not fully satisfied, you have: 

1 Seven (7) days to contact us about your intent to return the work

2 Three (3) days from the day you contacted us to ship out the artwork. ***Do not ship the artwork before contacting us; you must first contact us.***

If you do not notify us of your intent to return the work within 7 days of receipt or you do not ship the work within 3 days of notifying us, you will NOT be eligible for a refund. (Some exceptions will apply. Please contact us for an assessment of your specific situation.)

 

How to Return an Original, Undamaged Work

Step 1 – Within seven (7) days of your merchandise delivery date, please call +17862661552 between the hours of 9:00 AM – 6:00 PM PST Monday through Saturday or email support@leonardomoleiro.com to give us your order information and the reason for wanting to return the work.

 

Step 2 – Repackage the artwork using the original packaging materials used by the artist. If you’ve already disposed of the original packaging, you’ll be responsible for purchasing packaging materials to send the artwork back safely to the artist. Please refer to our Packaging Guidelines for instructions on how to safely package artwork for shipment.

Step 3 – Email support@leonardomoleiro.com to complete the return process.

 

Once the piece safely reaches the artist, Leonardo Moleiro Art will process your return and the amount owed will be refunded to your original source of payment in the same currency and using the same exchange rate as your original order (minus shipping costs and international customs fees, if any) within 7-10 business days of your merchandise return.

Additional return informationPLEASE READ.

Additional shipping fees may apply for international returns. 

 

What to Do If the Artwork Arrives Damaged

Step 1 – Within seven (7) days of your merchandise delivery date, please email support@leonardomoleiro.com to give us your order information.

Step 2 - Save original packaging!

Step 3 - Take photos of damaged artwork and packaging. Please email these photos to support@leonardomoleiro.com.

Step 4 - A Leonardo Moleiro Art support representative will contact you to discuss next steps.

 

How Do I Return An Open Edition Print?

Before reading the instructions provided below on how to return an open edition print, please carefully read our Open Edition Print Return Policy:

 

Open Edition Print Return Policy

From the time you receive your open edition print, you have seven (7) days to return your order for a refund, provided that it isn’t a final sale item (see below these step-by-step instructions for a list of final sale items). 

NOTE: Only open edition prints are eligible for our 7-Day return policy. Limited edition prints are considered final sale items.

Step 1 – Please email support@leonardomoleiro.com within seven (7) days of your merchandise delivery date.

Step 2 – On the return portion of the packing slip, indicate the return reason from the options provided.

Step 3 – Repackage the print, making sure to include:

Your order number and contact information

The return portion of your original packing slip

Address the package to:

            Leonardo Moleiro Art

             9971 W Bay Harbor Dr. #105

            Bay Harbor Islands, FL 33154

             Attn: Leonardo Moleiro Art Return

 

Step 4 – Ship your return package using a traceable shipping method and email the shipping details (including tracking number) to support@leonardomoleiro.com.

Leonardo Moleiro Art is not responsible for undelivered returns. Leonardo Moleiro Art will process your return and the amount owed will be refunded to your original source of payment in the same currency and using the same exchange rate as your original order (minus shipping costs and international customs fees, if any) within 7-10 business days of your merchandise return.

 

Final Sale Items

Our 7-Day money-back guarantee is NOT applicable to the following final sale items:

Framed/Matted open edition prints

Limited Edition works

Special Collection works

 

What to Do if the Print Arrives Damaged 

Step 1 – Please email support@leonardomoleiro.com within seven (7) days of your merchandise delivery date.

Step 2 - Take photos of the damaged print and the packaging and email the photographs tosupport@leonardomoleiro.com.

Step 3 - After reviewing the photographs, Leonardo Moleiro Art will ship a replacement print for your damaged purchase. 

 

Who Pays For Return Shipping Costs?

We examine all returns on a case-by-case basis in order to determine who is responsible for paying all costs (shipping and customs) required to deliver the artwork back to the artist. Generally, if we determine that the artwork was accurately described on our site (in terms of size, materials used, weight, etc.) and the collector is returning it as a result of buyers remorse, then the collector is held responsible for return costs.

If we conclude that the artist misrepresented the work (either in the photograph or in the description), failed to disclose important information about the work, or if the artwork was damaged as a result of poor packaging, the collector will not be responsible for shipping costs.