FREQUENTLY ASKED QUESTIONS

No matter your query, at Sapien Creations we care about making sure you find the answers quickly and easily. Take a look at our handy FAQs below. If you don’t find what you need, contact us today.

ORDER HELP

When is my order coming?

Your order will be dispatched within 3 working days of receiving payment (Monday-Friday, excluding Victorian Public Holidays) and you should expect to receive it 1 - 5 days after dispatch, depending on your distance from Melbourne, Australia.

We send exclusively with Australia Post and provide tracking numbers for all orders. In the very unlikely event that your item is lost or damaged during transit to you, then WE are responsible and will either issue a full refund or replacement. If you have not received your item within 10 working days of ordering, please be in touch and we will do our best to help.

Oh no! I put the wrong information in, can I change it?

Not a problem, we all do it. We can easily change or cancel any order that hasn’t been processed for shipping (within 24 hours of ordering). You can email us at support@sapiencreations.com or call us on 1800 512 280. We are open 9am - 5pm, Monday to Friday (excluding Victorian public holidays).

I’ve changed my mind. Can I cancel my order?

Yes, you can. You must let us know via email or phone that you wish to cancel your order within 24 hours of placing your order. You can email us at support@sapiencreations.com or call us on 1800 512 280. We are open 9am - 5pm, Monday to Friday (excluding Victorian public holidays). A refund can only be processed the same way in which you paid.

Where is my order status shown?

View the status of your order at any time in ‘My Orders’ in your account. Don’t worry, you’ll always be in the loop with updates every step of the way.

Is my payment secure?

We use Stripe exclusively for payment. They are industry leaders in protecting secure financial information. Sapien Creations does not store any of your credit card information, and always operates in accordance with strict regulations and procedures.

SHIPPING INFO

Where is my shipment?

Once your order has been shipped, you will receive an email containing tracking information. AusPost estimates it takes 1 - 5 working days to deliver across Australia.

AusPost can provide a more accurate estimate to you on your tracking link sent to your email address.

REFUNDS & RETURNS

I'm not happy with my item! What can I do?

All products sold are covered by our Satisfaction Guarantee. This means in the unlikely event you're not completely happy with your order, it can be returned within 7 days - for any reason - for a full refund. We will also pay the return shipping costs.

I want a refund. Who do I contact?

Your happiness is the most important thing to us. If you’re not happy - for any reason - you can request a full refund. We’ll send you a return shipping label to return your item to us for free. Once we receive it back and we’re happy that the item is in its original condition, we will process your refund within 24 hours.

When will I get my refund?

We will process your refund via the same means you made payment, within 24 hours of approving your request. It may take 7-10 days to appear back in your account due to your bank's processing times.

JOINING & ACCOUNT

Why should I sell on Sapien Creations?

Sapien Creations was purpose-built to create better options for art lovers and artists alike. Unlike most other marketplace, Sapien Creations limits the number of artists that are selling at any one point in time. This ensures that you, the artist, do not get buried under thousands of other artists and your artwork receives maximum eyeballs!

How can I sign up as an artist and begin selling my artwork?

You can register for an Artist Account quickly easily by clicking this link: https://sapiencreations.com/customer/account/login/

We do have an artist seller limit at any one time though, and from time to time we increase this by approving the applications of artists who have applied to join.

Once you register, we’ll get in touch to find out more about you, your work and what to expect from being a Sapien Seller.

What do I need to know about selling artwork on Sapien Creations?

Everything you need to know is in the Artist FAQ section. We recommend you read each question thoroughly to understand how to sell your artwork with Art Selectors most effectively and what your obligations are as a seller.

What should I include in my artist description?

The description of yourself should be as detailed as possible. Keep it focused on your experience as an artist, how many years you’ve been an artist, your background as an artist, your inspiration, any awards you have, any exhibitions you have been featured in and so on.

Try to aim for 300 – 500 words, ensuring you provide enough information to impress and excite your future followers.

How do I add or change my profile picture?

From your seller dashboard, under the ‘Profile’ menu, click ‘My Account’. On the right-side, the will be two boxes, one named “Artist Profile Photo (Private)” and “Artist Profile Photo (Public)”. You only need to upload a photo to the (Public) option.

Click the ‘Upload Image’ button and follow the instructions from there.

Your image will be displayed on your Seller Profile page.

ARTWORK SUBMISSION

How many pieces can I submit?

As many as you want! There are no limits on creativity here.

What do I pay to sell on Sapien Creations?

Absolutely nothing! It is 100% free to sell your artwork on our site.

I'm not located in a country you ship to - can I still submit my artwork?

Please do! We think there’s nothing more rad than building a fan club outside of your own lands. Who knows, you might even get big in Japan!

I keep getting an error when uploading my artwork photographs.

Please ensure the images you are trying to upload are either in JPG or PNG format and under 70MB in size.

If you’re still having issues, please try again another time. If you’re still having issues, please email us at creator911@sapiencreations.com.

How do I best price my artwork and what are the requirements for pricing?

One of the great things about selling with us is that you are free to determine your sell price and profit earned.

If you’re a new artist, we recommend setting a markup between 10-20% so price isn’t a barrier to you building your new fanclub.

If you’re established and have a following that knows you command a premium, definitely set your pricing higher.

What should I include in my artwork description?

The description of your artwork is one of the most important elements of your artwork listing. There are several elements you should include such as:

  • the artwork subject
  • what inspired you to create the artwork
  • what year it was created, and so on

The description should be at least 100 words, but aim for 300 words to ensure the artwork you are describing is detailed enough.

Can you help me troubleshoot the design tool?

Definitely. We don't want to stand between you and your creative genius reaching the world. E-mail us at creator911@sapiencreations.com and we will somersault over cattle to help you.

I submitted a design but I cannot see it! Have you lost it?

Heck no! Each submission goes through an approval process to ensure it is not inappropriate or in violation of our Terms of Use. A general rule of thumb is no profanity, erotica or themes that may cause distress to other individuals. We’ll let you know once your artwork is approved via email.

Can I sell artwork that I own but have not created myself?

Artwork that has not been created by you cannot be sold on Sapien Creations.

We’re an online art gallery for digital artists and do not want to blur the lines between artwork fanatics and original work sold directly by talent artists.

How can I edit my artwork?

Just drop us a note on support@sapiencreations.com with the changes you’d like to see or let us know if you’d like to cancel your campaign.

How do I delete my artwork?

Just drop us a note on support@sapiencreations.com with the changes you’d like to see or let us know if you’d like to cancel your campaign.

PAYMENT

How is payment made?

Payment is made via Paypal. Please ensure that you have filled in this information in the Billing Agreements section of your account. Please note that all payments to sellers via Paypal incur a processing fee from Paypal.

When do I get paid?

You paid your profits as a consolidated payment, on the 1st working day of each month So, for example, your November 1st payment will be for all sales made from September 16th to October 17th.

I’ve been paid, but the amount I was paid is not what I expected. What do I do?

If you have received payment from Sapien Creations but it wasn’t the amount you were expecting, please get in touch with us at support@sapiencreations.com and we’ll investigate right away.

MARKETING

How do I make my art profile stand out?

The first and best way to make your profile really stand out, is to list lots of artwork. It’s really that simple. The more artwork you have listed, the more times you’re going to be found in customer searches - selling more artwork, faster.

The other way to make your profile stand out is to follow the instructions on what should be included on your Artist Profile page. Follow the advice in this section for more details.

How do I promote my artwork?

One of the best ways to promote your artwork is via social media. You can:

  • Create social media posts with a link to your unique artwork page
  • Place a link to your artwork in your Instagram bio section
  • If you have multiple artworks, use bio link tools like Linktree to showcase all your artwork links at once.

You can also add your artwork links to your website or craft an email to send to any email lists you have (or even just to friends and family).

The more places you place the link to your Artist Profile page on Sapien Creations, the more traffic we see and the more sales you’ll get.

How do I get my artwork featured on Sapien Creations emails and website?

We feature a range of artists and artwork on our homepage and emails on a discretionary basis. We’ll rotate artists in and out of various sections and promotions that we’re highlighting. We will lean towards artists who are most active, with the most listings and sales that are steady. We’ll also give preference to those artists who have placed permanent links to Sapien Creations on their social media bio sections and on their website.

If you’re already doing these things and haven’t seen your artwork on our emails or homepage yet, please contact us to give us a nudge at support@sapiencreations.com.

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