Collector Help Center | MILKFISH

Frequently Asked Questions

Everything you need to know about how purchasing on MILKFISH works.
Need help? Contact us.

Shopping

What is MILKFISH?

MILKFISH connects people seeking unique art pieces with independent artists in the European Union.

Each item on MILKFISH is listed and sold by an independent artist. There is no MILKFISH warehouse. When you shop on MILKFISH, you are directly supporting independent sellers who manage their own orders and inventory.

Availability

Any resident older than 18 years old from the EU Member States can place orders in the platform.

Dispatch and delivery

Each seller on MILKFISH determines their own delivery method, and each artist has different options for dispatching around the EU. On the item page, you will see the shipping fee, whether the item will be sent with tracking, and the estimated time until the product is ready to be shipped.

Delivery tracking

You can check on the item page before purchasing whether the shipping fee includes tracked delivery.

You can check the status of your order on the Orders page. Next to your order, you’ll see the delivery status: If it is marked as Shipped and tracking information is available, you will see the delivery company and tracking number beneath the item.

Placing an order

  • Find an item you like on MILKFISH.
  • Click Proceed to checkout. You will be asked to log in.
  • Confirm your delivery address and payment details.
  • Review your order to check that your information and order are correct.
  • Click Checkout.

You may be asked to authenticate your payment after you click Checkout. To authenticate a credit card payment, you'll need to respond to a prompt from your card issuer and provide additional information, which may include a correct response to a question, a password, or a passcode.

Cancelling an order

You may cancel your Order within one (1) day of purchasing via the Orders page as long as the item has not yet shipped. Thereafter, the artists'individual returns and refunds policies take effect.

Checking the status of an order

You can view the status of each individual item you purchase through the Orders page.


Payment

Payment methods

You can pay by credit card or iDeal. For credit card payments, you may see a pending transaction on your credit card bill for a small amount. This is a pre-authorisation test to ensure your card is valid. Once your card has been validated, it will be dropped from your statement.

Invoice

Milkfish is not a party to the invoicing of items ordered from sellers and only provides an order summary. When ordering items from sellers you may request an invoice from the seller via your Orders page.

VAT

Items sold on Milkfish may be subject to VAT or sales tax. The price you see includes VAT (if applicable). If you need a VAT invoice on your purchase, contact the seller via the Orders page.

Customs fees

When a package is delivered internationally, it may be subject to import taxes, customs duties, and/or fees imposed (e.g. handling fees) by the destination country. These charges are typically due once the package arrives in the destination country. The buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

MILKFISH is not responsible for any additional charges that may apply after a purchase is completed on MILKFISH.


Returns and Refunds

Can I return an item?

The statutory reflection period for distance sales does not apply to orders on MILKFISH, because orders are placed with independent sellers. The seller may, in their own discretion, decide to accept refunds and returns. We have no influence on this. Products from sellers can never be returned to MILKFISH.

Make sure you read the artist's returns and refunds policy on the item page prior to placing an order.

How to return an item

If the artist's policy states that the product can be returned, then you can request a refund via the Orders page.

  • If the item has not yet shipped, then clicking Request Refund will automatically change the item status to Processing Refund.
  • If the item has been shipped already, then clicking the Request Refund button will change the status to Awaiting Return. You must send the item back to the seller. When the artist confirms that the item has been received, then the status will change to Processing Refund.

The refund amount may be withheld if the item has not yet been returned to the seller. Before purchasing, please familiarise yourself with the item's policy on who bears the shipping cost of returning the item.

Window for returning an item

If the artist's policy states that the product can be returned, then you must click Request Refund within the number of days after shipment stated in the item page under the Returns Policy section. You may no longer request for a refund after this time has lapsed.

Note that if the item has been shipped, you must still return the item, and the artist must confirm the receipt of the returned item before we can process the refund.

Refund amount and when

Once all the conditions are fulfilled and the item has been marked Processing Refund, we will remit the refund amount to the original method of payment used during the Order process within 14 days.

You will be refunded the individual item price plus shipping fee from the original shipment (excluding costs of return).

Complaints and disputes

If you are not satisfied with the products of the seller or the handling of your order, then you must contact the seller from whom you ordered the product. MILKFISH is not responsible for the handling and delivery of products from sellers and cannot help you with this. You can see the artist's email address on the Orders page. If the dispute cannot be resolved, you may file a complaint via the European Commission's ODR platform.