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Frequently Asked Questions

Below you will find the most frequently asked questions concerning buying, selling, shipment, delivery and settling the transaction.

My account

I have created an account but I have not received any e-mail. How is that possible?

It happens regularly that the first e-mail from our system ends up in the user's spam box. Please check this folder regularly. If you have created an account and completed all the steps, you should receive a confirmation e-mail within a few seconds. If that is not the case after several minutes and you have also checked your spam/junk inbox, please contact us.

I cannot login anymore, what should I do?

If you can no longer log in, you can go through the following steps:

  • enter your e-mail address at username. Don't let your computer fill this in automatically, just type it in. And then your set password.
  • if that doesn't help, you can request a new password via "Forgot your password?." Note: there may be a space in your chosen password, make sure that the backspace is always on the far left when you set a password. If this does not work, you can contact us by telephone.

If buyers or sellers do not comply to the rules of Artpeers (not purchasing or supplying, or violating the rules in any other way), Artpeers reserves the right to terminate the account of the user in question. We will always inform you if such a decision is taken.

Where do I find my current bids or favorites?

In your My Artpeers, you will find an overview of your current bids, your favorite items and your favorite artists. In this environment, you can also change your personal data, for example in case of a change of address.

How can I get notified when new items by my favorite artists are in auction?

At Kunstveiling, you can mark items in auction or artists as favorites by clicking on the heart symbol. You will automatically be notified when the auction is about to end, or when new works by an artist have been put up for auction. In your My Artpeers account, you can modify your favorites again or adjust the settings for the automatic e-mail notifications to your own preference.

How can I modify my personal details?

In your My Artpeers, you will find an overview of your current bids, your favorite items and your favorite artists. In this environment, you can also change your personal details, for example in case of a change of address.

Where can I view my purchases?

In your My Artpeers, you will find an overview of your purchases. You will always be able to access the original auction pages via the links on this page. We strongly recommend everyone to document purchased works of art properly.

I want to delete my account; how does that work?

If you no longer wish to use Kunstveiling, you can request us by e-mail to delete your Artpeers account. If you still have items in auction or placed bids in auctions currently running, you will have to complete these first.

I receive too many e-mails from you, how can I change that?

In your My Artpeers, you can adjust your e-mail preferences under e-mail notifications. For example, you can activate or deactivate e-mail alerts for favorite artists and subscribe or unsubscribe to the newsletter.

No contact or damage

I have received a work but it is not conform the auction description.

If you have received a work that does not correspond to the auction description given by the seller (for example due to damage, or the condition of the work) you may invoke Artpeers’s guarantee. To continue reading about our guarantee scheme, please click here. We also urge you to pay attention in advance. By adhering to this guarantee scheme, sellers at Artpeers commit to taking the work back if it is not in the same condition as described in the auction description. The seller is responsible for damage that occurs during transport (unless expressly stated otherwise).

If you have a dispute with a buyer or seller which you cannot resolve together, please contact Artpeers for advice or for intervention.

I have received a work but it is damaged.

If you have received a work (delivered to you by post or by a courier) that is damaged (glass breakage or damage to the work itself) and this was not mentioned in the auction description, you can bring this to the attention of the seller. It is important to inform the seller immediately and not to report the damage days after receiving the work. In principle, the seller is obliged to cancel the sale and take back the work, unless if you mutually agree to a different compromise. The costs of the purchase, plus the shipping/delivery costs to the buyer, are on the seller’s account. The costs of the return shipment/delivery to the seller are to be borne by the buyer.

Please note: damage due to shipping/delivery falls under the seller’s responsibility (unless expressly stated otherwise).

I have paid for a work, but I have not heard anything from the seller yet.

If you have paid for a work, the seller is obliged to confirm receipt of payment and send you the track-and-trace code for the shipment, or all relevant details concerning the delivery. It is desirable that a confirmation is sent within one day after reception of the payment. If the seller does not contact you, please inform Artpeers 24 hours after payment. We will then remind the seller to complete the transaction. For further information, please read our purchase protection insurance.

I have sold a work, but I have not heard anything from the buyer (after three days).

It happens regularly that the e-mails from sellers to buyers end up the in the buyer’s spam/junk inbox. If you have not heard from the buyer within 5 days of receiving the confirmation of your sale, please contact Artpeers. We will then send the buyer a reminder (with the seller in cc) and initiate the further procedure in case of no response.

I have won a work, but I have not heard anything from the seller (after three days).

It happens regularly that the e-mails from sellers to buyers end up the in the buyer’s spam/junk inbox. Please check this folder regularly. If you have not heard from the seller within three days of receiving the confirmation of the highest bid, please contact Artpeers. We will then send the seller a reminder (with the buyer in cc) and initiate the further procedure in case of no response.

Veilingmeester accounts

Kunstveiling also auctions artworks on behalf its consignors by way of its seller accounts "Veilingmeester" and "VeilingmeesterCollecties".

I have won a work that has been auctioned by Veilingmeester, how can I request shipping/delivery?

You can pick up your items by appointment at our location in Amstelveen. Through our collection calendar you can easily schedule an appointment.

Artpeers only sends via parcel post. Please direct your request for shipping to finanzen@artpeers.de or in response to your purchase invoice.

If your purchase does not qualify for shipment via regular parcel post, you can use a courier yourself. The courier will pick up your purchase from our premises and make a delivery appointment with you.

Whether a work can be shipped, or can only be picked up (by yourself or by a courier) can always be read in the auction description.

The deadline has passed to collect my purchase at Kunstveiling, what should I do ?

If the collection deadline has passed, please get in touch with Artpeers as soon as possible. In some exceptional cases, we have not yet finished sorting the uncollected works and you may still be able to collect the work. However, please do not count on that option beforehand. See also our Terms and Conditions regarding collecting items.

Shipping via our Veilingmeester accounts

When can a work be shipped by regular mail?

Artpeers applies the rule that framed works cannot be shipped through postal services to avoid the risk of glass breakage. Therefore, we will only propose shipment for loose works, small originals and small framed works that can fit in a box and be shipped as a parcel.

Can I have my purchases delivered by a courier?

To have your purchases delivered via courier, simply schedule an appointment with a courier service yourself. This page provides more information about this and some options. The courier will pick up your purchases from us, and make arrangements with you for a delivery time.

Please note that payment for your purchases must be made before you engage a courier for transport.

I would like to have several works delivered/shipped at once. How does it work?

It is possible to save up purchases and have them shipped at once. However, please take into account the pick-up/store period of one month. You do need to pay your purchase invoices in advance. You can submit your request for shipment via parcel post (refer to your won lot for shipping options) via email. Please note that if you want to use a courier service, you will need to use it yourself. You can read more about this on this page.

I have requested and paid for shipment by post. When can I expect to receive the parcel?

Shipments departing from the Artpeers office are collected by Post NL once a week on Thursday afternoon. You will automatically receive an e-mail from Post NL with the track-and-trace code as soon as we have registered the parcel. If you ensure that we receive the payment by Wednesday at the latest, we will be able to ship the work that same week. If your payment arrives after Thursday morning, your parcel will be shipped one week later.

Shipping my purchase by post is not possible, what are the other options?

We only ship purchases that can be sent via regular parcel post. Items that are not eligible for this can be picked up on location or you can use a courier service to do this yourself. Check out this page for more information on transportation via courier.

Please note: You must pay for your purchases first before using a courier service.

Buying

What does it cost me to buy at Artpeers?

You will be charged a buyer’s premium of 15%, including VAT, over the hammer price. These costs will be clearly stated at the time of bidding so that you will not be surprised afterwards.

The buyer’s premium must be paid to the seller and is included in the final price. This final price will also be confirmed to you by e-mail once the auction has ended.

Artpeers will collect the buyer’s premium from the seller. So, you pay directly to the seller!

By which bidding increments does bidding go up?

Bids at Artpeers increase automatically by fixed bidding increments. These increments are determined by the following scale:

  • Increasing by € 2 steps as from € 1
  • Increasing by € 5 steps as from € 20
  • Increasing by € 10 steps as from € 100
  • Increasing by € 20 steps as from € 200
  • Increasing by € 50 steps as from € 500
  • Increasing by € 100 steps as from € 1,000
  • Increasing by € 200 steps as from € 4,000

I have doubts about the accuracy of the auction description or the authenticity of the work, how I can verify such information?

If you have doubts about a work currently in auction, you can do two things:

  1. At the bottom of each item page, you will find the option Ask the seller. By clicking on this button, you can send a question directly to the seller concerning the item in auction (for example with regard to its provenance).
  2. If you have strong doubts about the authenticity of the work or if you notice that the work is in violation with the auction rules of Kunstveiling, please inform our auctioneers by clicking on the button Report this item at the bottom of the auction page. This will allow you to submit your question or remark and our auctioneers will assess the work in auction.

What are the rules for shipping/delivery costs?

Sellers may charge the buyer for shipping or delivery costs (including packing materials). When creating the auction, the seller indicates the maximum weight of the parcel and the corresponding shipping fees using a graduated scale. Please consider the following:

  • Only if the parcel weighs more than 10 kilos, the seller may charge a higher rate. This rate has to be stated in the auction description.
  • If a work cannot be shipped by postal services, the seller always has to propose the possibility of collecting the work for free as an alternative (by the buyer, or by a courier service).

Please note: the seller may never charge more for shipment or delivery than indicated in the auction description.

Selling

What does it cost me to sell in auction at Artpeers?

Launching an auction is free of charge!

As a seller you will be charged a flat administration fee per successfully sold item. Irrespectively of the auction result.

In the category Art/Design/Jewelry: € 7.50 including VAT
In the category Vinyl: € 2.50 including VAT

The buyer will be charged a buyer’s premium of 15%, including VAT, on the hammer price. This buyer’s premium will be clearly stated at the time of bidding so that the buyer knows exactly how much he must pay you if he wins the auction. Also, both you and the buyer will receive an e-mail at the end of the auction stating the winning bid and the final price that you should charge the buyer. You are not allowed to pass the administration fee on to the buyer.

Artpeers will send you an invoice in the following month after the sale for the buyer’s premium that the buyer has paid to you, as well as the administration fee per item sold.

Please note: If you are a professional seller and you wish to pass the royalties payable due to the Artist Resale Right on to the buyer, this must be clearly stated in the auction description. Otherwise, you are not allowed to charge the buyer for those costs.

I wish to add an artist to the database; how can I make a request?

If you realize while creating an auction that the artist of your item is not listed in Artpeers’s database, you will find a pink button at the same spot: The artist is not yet included in the database. If you click on that button, a window will appear in which you can note the name of the artist (as completely as possible) and verify if you can find him or her in the RKD register. Next, you can submit your request. We will then get back to you as soon as possible to confirm whether we have added the artist to our database or not.

What are the rules for shipping/delivery costs?

Sellers may charge the buyer for shipping or delivery costs (including packing materials). When creating the auction, the seller indicates the maximum weight of the parcel and the corresponding shipping fees using a graduated scale. Please consider the following:

  • Only if the parcel weighs more than 10 kilos, the seller may charge a higher rate. This rate has to be stated in the auction description.
  • If a work cannot be shipped by postal services, the seller always has to propose the possibility of collecting the work for free as an alternative (by the buyer, or by a courier service).

Please note: the seller may never charge more for shipment or delivery than indicated in the auction description.

I have made a sale that has been cancelled, what should I do?

If a sale has been cancelled by mutual consent, please inform Artpeers by e-mail by forwarding the e-mails between you and the buyer.

If the sale has been cancelled because the buyer does not respond to you, and you have made repeated attempts to get in touch with the buyer, please inform Artpeers by forwarding your e-mail correspondence with the buyer to us, while indicating that the buyer has not responded to you nor transferred the payment. Please make sure to keep your correspondence in writing, in order to be able to demonstrate afterwards the steps that you have taken.

Artpeers will then pick up the procedure and keep both you and the buyer informed.

I have received an invoice for auction fees, but it includes a sale that has been cancelled in the end. What can I do?

If a sale has been cancelled, please notify Artpeers by e-mail. We will then double check that information with the buyer and credit your account if the invoice has already been sent.

Please note: you cannot put the item back into auction before having completed this procedure. In case of a cancelled sale, we will remove the bids placed in the original auction and mark the item as unsold. That way, you will not receive an invoice for the buyer’s premium and administration fee for this specific sale.

I am an artist myself, is my work eligible for auctions at Artpeers?

Artpeers only accepts works from recognized artists that are registered at the RKD and that have considerable experience with exhibitions or auctions. If you meet these requirements, you can submit a request to our auctioneers. We will then get back to you to confirm whether you will be included in the artist database.

What is a recognized artist according to Artpeers?

Artpeers only accepts works from recognized artists that are registered at the RKD and that have considerable experience with exhibitions and/or auctions. For more information, please click here.

How many times can I re-offer my unsold item?

You can re-offer an unsold item in auction up to 5 times. If the item has not been auctioned after 5 rounds, you may offer it a sixth time, but only for ATP (A Tout Prix, meaning with a starting bid at € 1). If you do not want to launch an ATP auction, the item will be automatically removed.

Consignment or auction estimates

I have a collection of works that I would like to disperse through Kunstveiling, is that possible?

Collections owned by companies or private individuals can also be auctioned for you. Would you like to know whether your collection qualifies and are you curious about our service and the costs? Please continue reading here about our dispersal service.

I would like to know the worth of a work in my possession, what can I do?

Artpeers can give you an auction estimate without engagement and can help you attributing the work to the right artist. You will find more information about auction estimates here.

Guarantee & Purchase Protection Insurance

What is Artpeers’s guarantee?

Artpeers offers a guarantee on your purchase covering the condition, authenticity and the transport of the work. For more information about the guarantee, please click here.

Artpeers recommends sellers to adhere to this guarantee scheme and to indicate this in advance in the auction description.

As a buyer you should pay close attention to whether the seller adheres to the guarantee scheme. By doing so, sellers on Artpeers commit to taking the work back if it is not in the same condition as described in the auction description. This obligation does not apply to sellers who do not adhere to it.

When can I invoke the guarantee?

Artpeers offers a guarantee on your purchase covering the condition, authenticity and the transport of the work. If you want to know if you can invoke the guarantee, please check the page Guarantee and Purchase Protection Insurance for further information.

What is Artpeers’s purchase protection insurance?

If a seller, after payment and despite the request of the buyer, does not refund the purchase amount, this seller will be excluded from participating in auctions at Artpeers and the buyer can make use of our purchase protection insurance. If all conditions are met, Artpeers will then reimburse the purchase amount up to a maximum of € 500. For more information about the purchase protection insurance, please click here.

When can I make use of the purchase protection insurance?

Specific conditions apply to the purchase protection insurance. Please read the Terms of Guarantee.