FAQ’s

Please review the list of Frequently Asked Questions (FAQs) below. If you are unable to find your answer below, or if you would rather speak with a Client Services Specialist, please reach out using the below contact methods.


About GEMcam Fine Art Photography

What is GEMcam Fine Art?
GEMcam Fine Art is a luxury brand of Fine Art Photography by Photographer Gero Matt. GEMcam Fine Art sells photographic artwork through its online store.

Of what print quality are the Photographs?

What is a Limited Edition?
Limited Edition means that there will only ever be a pre-determined number of prints produced of each photograph. Once the edition sells out, there will never be another reprint of that photograph. GEMcam Fine Art Editions come in multiple sizes ranging from 50 – 950 signed prints.

Are there any additional Edition types available for purchase?
GEMcam Fine Art photographs are created in multiple editions variations. For more information, please contact an Art Specialist via email by simply clicking here

Why does the price of the artwork change over time?
GEMcam Fine Art Limited Editions are produced in a pre-determined edition size. As demand for one of Gero’s Fine Art Photographs goes up, so does the price. Collecting early guarantees you are also receiving the most competitive pricing available.


Craftsmanship

What is a Limited Edition?
Limited Edition means that there will only ever be a pre-determined number of prints produced of each photograph. Once the edition sells out, there will never be another reprint of that photograph. GEMcam Fine Art Editions come in multiple sizes ranging from 50 – 950 signed prints.

Will you ever re-publish a Limited Edition artwork?
Absolutely not. Each edition is produced in limited numbers never to be reproduced.

What size can I order my Limited Edition artwork?
The finished size on the specific photograph. Typically the width of Panorama Photographs is larger than 200cm. Height of Portrait type photographs are typically 150cm or larger

Can I order a custom-sized Limited Edition artwork?
Custom sizes are available for all of our print editions, for more information please contact an Art Specialist via email by simply clicking here.

Can I frame my artwork?
Absolutely! We have a number of hand-crafted options available to you. We have selected a few collector favorites for online purchases and have additional selections available in gallery.

Do you sell unframed artwork?
We recommend that all images be mounted by experienced professionals. Always handle your photograph with cotton gloves. Ensure that your photograph is cold mounted only. We recommend mounting on a completely smooth, high-quality, dimensionally stable substrate. For best results, use a solvent acrylic adhesive with built-in UV inhibitors. Please be aware that mounting your photograph on a softer surface like foam core will increase the likelihood of the photograph developing orange peel, or subtle dimpling, on the surface.

Please know that if your Gero Matt edition is damaged from handling or during the mounting process, GEMcam Fine Art is not liable for the damage or replacement costs. Be sure to use a reputable and insured frame shop to mount or frame your photograph.

Do you sell poster prints?
We do not.

Is the art signed?
Yes. Each Limited Edition artwork features a digitally embedded signature and edition number on the face of the artwork and a signed versa certificate applied to the back of the acrylic.


Care and Handling

How do I hang my artwork?
Your GEMcam Fine Art edition has been shipped with the appropriate hanging equipment already attached to the back of the frame. Picture hangers and/or wall anchors are recommended but are not included with your purchase as we are not aware of how and where you wish to mount your photograph.

How do I clean my artwork?
Extreme caution should be used whenever it is necessary to clean the surface of your Fine Art photograph. Per the manufacturer’s instructions, dust the picture glazing with a soft, damp cloth or chamois. Apply only light pressure, rinse with clean water, and dry by blotting the cloth. Dry or gritty cloths may cause surface scratches and create a static electric charge on the surface.
Do not use window cleaning sprays, kitchen scouring compounds, or solvents such as acetone, gasoline, or lacquer thinner to clean your image, as this may cause permanent damage to your image.

How do I light my artwork?
Lighting your image properly involves using a mixture of spotlights and spreads. The proper degree of spread will depend on the distance of the light fixture from the photograph. While several light bulbs can sufficiently light your image, we use MR16 halogen bulbs. It is best to seek the advice of an electrician or lighting professional to ensure the proper installation of lighting to complement your space.


Purchasing Online

How do I place an order?
Add the products you wish to order in your shopping cart by clicking on the Add to Cart button located next to the product image. When you’re ready to complete your order, click Continue Checkout from within your cart and follow the instructions.

If you need assistance completing your order or have a question, we are here to help. You can email us by simply clicking here

How do I check the status of my order?
To access order information, you must make sure to sign up for an online account. Once setup, login to your account and go to the account history tab. From this page you will see the status of all current and past orders. If your order has shipped, we will email you the tracking number. You can also find your tracking number for open orders on the order details page in your account history. If you choose to order as a guest without creating an account, this function will not be available but we will still send you email confirmations of your order and your shipment.

What type of payments do you accept?
We accept credit cards and PayPal.

When will my credit card be billed?
Your credit card or payment service will be billed at time of order.

Do you have a return policy?
Retail Products
If for any reason you are not completely satisfied with GEMcam Fine Art retail purchase, you may return it (you are responsible for applicable return shipping costs) within 14 days of receipt and receive store credit for a future purchase. * Retail Products include: Open Edition artworks.

Limited Edition Fine Art
GEMcam Fine Art Limited Editions are custom-made and as such, we are unable to offer returns or exchanges.

Do you sell Gift Cards?
Not currently. We can however have a custom Gift Certificate created for you.

Do I need to pay tax?
GEMcam Fine Art will charge applicable sales tax .

International collectors are responsible for paying any and all international fees, duties, customs and taxes. We encourage you to contact your local postal service or customs bureau for more information.

How much is shipping?
Shipping costs are determined by the size of the order and the destination. Available shipping options and associated costs are displayed in your cart during checkout.

How do I remove an item from my shopping cart?
This can be done one of two ways:
1. Simply click the Remove button on item listing you desire to remove from your shopping cart
2. Change the quantity, entering the new quantity desired and click “Update”


Shipping and Delivery

Do you ship internationally?
Yes we do! Shipping options and fees will update in your cart when you enter your address.

Note: we may decline to ship to certain destinations, such as countries subject to embargoes, sanctions, war, disturbances, local regulations, or other restrictions.

What about duties and taxes?
We use DHL exclusively for all International orders. International collectors are responsible for all international fees, duties, customs, taxes and charges imposed following the purchase of the artwork. You will need to act quickly as customs doesn’t have a large window of time to process shipments. After a few weeks the images will either be sent back to us or become property of the government. If they are sent back there will be additional shipping fees to have the artwork returned to you.

If the total amount of the shipment is less than EUR 5,000 you may use DHL as your customs broker. DHL will contact you to complete a Power of Attorney form to use them as your broker. Once cleared, DHL will have Package released and delivered to destination address.

If shipment exceeds EUR 5,000 you will need to hire a customs broker. Your local broker will provide information and requirements list to clear the shipment and complete delivery.

If you have additional questions please contact DHL customer service for your country.

Is my artwork insured during transit?
GEMcam Fine Art ensures full coverage for all shipments. We will replace or repair any damages that occur during transit from our production facility to the destination address listed on your order. We cannot insure shipments once they have been transported from the original delivery destination.

What happens if my package arrived damaged?
Retail Products
Our packaging has been designed to help minimize the potential for damage or breaking, but we can’t control what happens during transit. If your Retail Products package arrives damaged or broken, please contact us! We will happily replace it, but we’ll need a picture of the damage. Requests must be received within 10 days of delivery, and must include a copy of the shipping receipt and photographic proof of the damage for us to review. If your request is approved, we will pay for the cost of shipping the new product to you.
* Retail Products include: Open Edition artworks.

Limited Edition Fine Art
If this package shows signs of damage, it is your right to inspect the art before signing for it. Please do not refuse delivery. Instead ensure that the driver notes that the piece was damaged. Please keep the original packaging, including the box and foam corners. Submit at least 4-6 digital photographs of the box and any damage to the art to contact@gemcam-photography.com if possible. A request for repair or replacement will only be honored if submitted within 7 days of delivery. Please include the order number from your box and the last name on the subject line of the email. If there is a preferred method of reaching you or a certain time of day that is more convenient for you. Please include that information in the body of the email.

A representative of GEMcam Fine Art will contact you within 2 business days with further instructions. It is our full intention to handle your repair or replacement as soon as possible.

Neither GEMcam Fine Art nor any affiliated carrier is responsible for damage incurred during hanging or during any secondary transportation after initial delivery. For this reason, it is strongly recommended that each piece be carefully inspected upon receipt.

Can you ship to a PO box?
No.

I am moving, can you arrange shipment of my art to my new address?
We must be notified prior to the shipment leaving our facility for any address updates. Should you change the delivery destination to a taxable state we will need to collect any applicable tax fees prior to the artwork leaving our facility.

If we are notified of an address change after the item has left our facility then you will be responsible for any and all shipment reroute fees.


Returns and Exchanges

Do you have a return policy?
Retail Products
If for any reason you are not completely satisfied with GEMcam Fine Art retail purchase, you may return it (you are responsible for applicable return shipping costs) within 14 days of receipt and receive store credit for a future purchase.
* Retail Products include:  Open Edition artworks.

Limited Edition Fine Art
GEMcam Fine Art Limited Editions are custom-made and as such, we are unable to offer returns or exchanges.

Can I exchange my Limited Edition artwork for different photograph?
Each GEMcam Fine Art Limited Edition is custom produced to order. As such, we are unable to change your artwork once order is placed.

Will GEMcam Fine Art buy back my artwork?
GEMcam Fine Art does not offer a “buy back” program. Additionally, when it comes to the potential selling of any piece in your collection, GEMcam Fine Art does not handle or participate in third party transactions or secondary market sales. We strongly suggest doing thorough market research and consulting a certified professional appraiser. They will be able to assist in answering more detailed questions about this process.