FAQ

All payments are made securely through Sorisomun. Payment is processed through the platform and is not paid directly to the Seller outside Sorisomun.

Yes. Shipping costs are paid by the Buyer and are shown before checkout. The displayed shipping price combines the carrier amount and a fixed €0.30 Sorisomun shipping-handling amount.

Sorisomun Care is a mandatory 5% Buyer fee on marketplace artwork purchases. It supports secure payment handling, Buyer assistance, and help with qualifying issues such as damage, non-delivery, significant mismatch, or disputes.

For any marketplace artwork, you may cancel directly for a full refund during the first 2 hours after purchase. After that, an ordinary change-of-mind cancellation requires Seller approval unless another right applies. An eligible pre-shipment cancellation approved by the Seller is also refunded in full. Private Seller purchases generally do not include the standard EU 14-day withdrawal right. Eligible online consumer purchases from Professional Sellers generally do, subject to legal exceptions. Buyer Protection can also apply to qualifying order problems.

After delivery, you have 2 days to confirm receipt or report a qualifying Sorisomun order problem. If neither happens, the Sorisomun order can complete automatically. Private Seller payout can then progress if no other hold applies. Professional Seller payout remains held through the applicable statutory-withdrawal hold and any active withdrawal or other blocking issue. The 2-day platform period does not shorten mandatory legal rights.

For marketplace artwork orders, a full order refund returns the full original payment, including the original shipping price and its included €0.30 Sorisomun shipping-handling amount. An item-only partial refund does not automatically refund the original shipping price or the €0.30 amount. A different result may apply where mandatory law or a specific Sorisomun resolution requires it.

It depends on the Seller status shown before purchase. A genuine Private Seller purchase generally does not include the standard EU 14-day change-of-mind withdrawal right. For an eligible online consumer purchase from a Professional Seller, a statutory 14-day withdrawal period generally applies after delivery unless a legal exception applies. Sorisomun's 2-hour direct cancellation window remains separate.

Both. Private Sellers sell outside their trade, business, craft or profession. Professional Sellers sell as part of that activity and must complete the required Professional Seller verification before Professional checkout is enabled.

Yes. You can message the Seller before purchasing if you have questions about the artwork, condition, dimensions, materials, shipping, or other listing details.

Yes. Uploading and listing artworks is free. A Seller fee is charged only when a sale is successfully completed.

Sorisomun charges a 12% Seller commission on completed marketplace artwork sales. Buyers also pay a separate mandatory 5% Sorisomun Care fee on those artwork purchases. Shipping costs are normally paid by the Buyer.

Apply with a brief portfolio and choose an accurate Seller status. Private is for selling outside your trade, business, craft or profession; Professional is for selling as part of that activity. Professional Sellers must also complete the required legal and business verification. Seller status is about how you sell, not the quality or level of your art.

Yes, if you are the artist selling your own original work as part of your trade, business, craft or profession and you complete the required Professional Seller verification. Professional status does not permit galleries, agents, consignment, resale or artworks created by another person.

Update Sorisomun and use the Seller status that accurately reflects your activity. Sorisomun may require Professional Seller verification or temporarily restrict selling while the status is reviewed. Do not continue using Private Seller status if it no longer accurately describes how you sell.

After delivery, the Buyer has 2 days to confirm receipt or report a qualifying Sorisomun order issue. Private Seller payout can progress after completion when no hold applies. Professional Seller payout remains held through the applicable statutory-withdrawal hold and while an active withdrawal, claim, refund, payment review, verification issue or other blocking condition remains unresolved. If a delivered Professional Seller order is later refunded through a valid statutory withdrawal, the actual outbound carrier cost attributable to the withdrawn artwork can be recorded as a Seller adjustment; any parcel-overage amount already charged for the same carrier cost is credited first.

Yes. You can update or remove an available listing from your dashboard. A listing may not be editable or removable after it has been purchased or while an order is being processed.

For marketplace artwork orders, the Seller is responsible for packaging the artwork safely, shipping it within the stated period, and using appropriate protective materials. Fragile or special handling labels should be used where appropriate.

Yes. Sellers must provide a valid tracking number for shipped artwork orders unless Sorisomun has explicitly approved another delivery method.

The Buyer should report the issue through Sorisomun within 2 days after delivery, or promptly after the expected delivery date for a missing order. Sorisomun may request photos, videos, packaging evidence, tracking information, and carrier documents before deciding whether a refund, return, repair, replacement, or other resolution applies.

Useful evidence may include photos or videos of the artwork, outer packaging, inner packaging, shipping label, visible damage, listing description, tracking history, and messages between the Buyer and Seller. Sellers should keep clear packaging and condition evidence before shipment.

Return-shipping responsibility depends on why the artwork is being returned and the law that applies. For a Professional Seller statutory change-of-mind withdrawal, the Buyer may have to bear the direct return cost where that responsibility was properly disclosed before purchase. The legally refundable Buyer amount is handled separately from the Professional Seller's outbound-carrier-cost settlement with Sorisomun. For a Buyer Protection claim, Seller-paid return shipping is used only where Sorisomun records the problem as attributable to Seller-controlled fulfilment; carrier loss or carrier-caused damage is reviewed separately.

Refund timing depends on the reason and whether a return is required. Professional Seller statutory withdrawals follow the mandatory refund rules that apply to that transaction, including the refundable standard outbound-delivery amount where required. Sorisomun may wait for the returned artwork or valid proof of return where the applicable process allows this, and payment-provider processing times can also apply. Sorisomun Care does not create the statutory withdrawal right.

For an ordinary cancellation or Buyer Protection return, follow the relevant Sorisomun process before sending the artwork back. For an eligible statutory withdrawal from a Professional Seller purchase, use the withdrawal function in the Order Room so the notice is recorded and return instructions can be provided. A statutory withdrawal does not require Seller approval of the decision to withdraw.

Official Sorisomun merchandise is sold directly by Sorisomun. It is not a Private Seller artwork transaction, so trader-to-consumer rules apply to the merchandise purchase.

Where the statutory withdrawal right applies, you may generally withdraw from an online merchandise purchase without giving a reason within 14 days after receiving the goods. Legal exceptions can apply to certain products, such as clearly personalised goods, and any relevant exception should be disclosed before purchase.

For a valid change-of-mind withdrawal, you may be responsible for the direct return cost where this was properly disclosed. If merchandise is defective, incorrect, damaged or otherwise non-conforming, Sorisomun bears the costs that mandatory consumer law places on the Seller.

You retain statutory conformity and guarantee rights. Depending on the circumstances, this can include a free repair or replacement and, where an adequate repair or replacement is unavailable or not provided appropriately, a price reduction or refund. These rights are separate from the artwork marketplace's 2-hour cancellation and 2-day platform review rules.

No, not under the current merchandise checkout. The 5% Sorisomun Care fee is an artwork-marketplace Buyer fee and does not replace the statutory consumer protections that apply when Sorisomun sells its own merchandise.

Sorisomun marketplace listings are for original artworks created by the Seller who lists them, subject to Sorisomun's category and content rules. Counterfeits, unauthorised reproductions, misleading listings, stolen works, and intellectual property infringements are not allowed. Official Sorisomun merchandise is sold separately by Sorisomun.

No. Sellers are responsible for the accuracy, authenticity, authorship, ownership, provenance, condition, and legality of their listings. Sorisomun may review reports and evidence, remove listings, restrict accounts, or request additional documentation, but does not independently authenticate every artwork.

Seller applications and portfolio information are reviewed internally. Professional Sellers must also complete additional legal and business verification before Professional checkout is enabled. Sorisomun may request identity, payment, tax, authorship, ownership or other information where necessary. Approval does not guarantee artistic quality, authenticity, solvency or future conduct.

Artwork-order issues should be submitted within 2 days after delivery with supporting evidence. Sorisomun reviews the listing, payment, shipping information, communications, and evidence from both parties before deciding the appropriate platform action. Official Sorisomun merchandise follows separate statutory consumer rules.

Yes. Sorisomun may hide or remove listings, restrict payments, delay payouts, request additional information, or suspend accounts when necessary for safety, legal compliance, dispute handling, fraud prevention, intellectual property protection, Seller-status review, or enforcement of platform rules.

Use the report option available on the relevant artwork, Seller profile, or Somun post. For content you believe is illegal, use Sorisomun's dedicated Report illegal content process. Provide a clear reason and any useful evidence so the report can be reviewed.

Sorisomun may make an initial platform decision based on the available evidence and may reconsider it when relevant new information is provided. Platform decisions do not remove any mandatory legal rights or external dispute options available under applicable law.