Hello, friends.
Here is an interesting subject.
What happens if you order one painting from us and we send you another one?
Yes, it happens.
Why?
Probably because we are scammers and our brilliant plan is to steal your money by sending you the wrong painting.
I hope everyone understands that was a joke.
The real reason is much simpler: **somebody in shipping made a mistake.**
We ship a lot of paintings, and fortunately this happens extremely rarely. Maybe one order out of a thousand. But when you deal with physical products and real people packing them, sooner or later somebody picks up the wrong canvas, puts it into the wrong tube, or attaches the wrong label.
We have also noticed that most of these mistakes happen with heavily discounted promotional orders.
There is a reason for that.
Normally every order follows the same process. Painting, order, stretching or framing if needed, packing, label, shipping.
But promotions sometimes make things more complicated. Somebody uses a special discount code. Somebody adds stretching in a separate order. Somebody changes a painting after ordering. Two orders need to be combined. A promotional painting has a special price. Something needs to be changed manually.
And every time a human being has to interfere with the normal process, there is a small possibility of human error.
It is not an excuse. If we made a mistake, we made a mistake.
So what should you do?
**Tell us.**
That's really all.
Take a picture of what you received and send it to us.
WhatsApp: **+52 984 166 0292**
Email: **[[email protected]](mailto:[email protected])**
Usually we can figure out what happened very quickly.
If we sent you the wrong painting, we send you the correct one.
If your painting arrived damaged, we replace it.
If something is missing, we send what is missing.
There is no reason to fight with us, threaten us, or spend a week getting angry before contacting us. Nobody is trying to cheat you.
Mistakes are part of any business that ships thousands of physical products. What matters is whether the company takes responsibility when something goes wrong.
We do.
There is only one situation where I cannot help you: **when you don't tell me there is a problem.**
Sometimes I find a review from somebody saying:
“They sent me the wrong painting. Terrible company.”
And I look through the emails and think: Why didn't you just write to us?
According to our system, the correct painting was shipped. Unless you tell us otherwise, how are we supposed to know what was actually inside the package when you opened it?
We don't have a camera in your living room.
If you received something different from what you ordered, I want to know about it.
You're not bothering us. You don't need to apologize. You don't need to write a five-page complaint.
A photograph and one sentence are enough:
**“Dmitry, this is not the painting I ordered.”**
Perfect.
Now I know.
Now I can fix it.
That's how normal business should work.
We are people. Very occasionally, we make mistakes.
And when we do, give us a chance to correct them.
**Dmitry Afremov**
Afremov.com
WhatsApp: +52 984 166 0292
[[email protected]](mailto:[email protected])