FAQs

Last updated on 2025-10-30 18:54:06

Account Management

Forgot password?Website: Open the login page → Click 【Forgot Password】 → Enter your registered email → Get verification code → Set a new password How to change password?Website: Go to your account →【My Account】→【Change Password】→ Set a new password How to update personal information?Website: Go to your account →【My Account】→【Personal Details】→【Edit】 How to change email?For account security, changing a bound email is currently not supported. How to delete my account?Account deletion notice:Submit a deletion request to customer service. The process will be completed within 7 working days.Before deletion, please confirm:• No pending orders or unsettled payments.• Not an artist account (artists must terminate their contract first).• The account is active and functioning normally.After deletion:• All personal data will be permanently deleted (except legally required records).• Unused coupons will expire.• After-sales access will be immediately closed.
Product Information

What is Giclée Printing?Giclée Printing is a high-resolution inkjet technique using original water-based pigment inks. Pantone coverage 99%, with fine, detailed prints that reproduce every nuance and color layer of the original artwork. What is the Free Framing Service?Available for 【Print + Frame】 or 【Print + Passepartout + Frame】 bundles. What is Conservation Framing ?Conservation framing protects artwork for long-term preservation and enhances display. It follows GCF International standards (UK Fine Art Trade Guild). About our paper selection？We use 315gsm museum-grade, acid-free paper from Italy, crafted with a 100% cotton fiber base and certified by FSC international eco-standards. This exquisitely smooth yet resilient paper ensures precise detail reproduction, delivering vibrant, fade-resistant colors for true archival longevity. A professional-grade choice for art collectors seeking exceptional display and preservation quality. Will there be any color variations in the final product?Slight color variations may occur due to lighting, screen display, or personal perception. Actual product prevails. About our frame selection？Material: Premium native aluminumFront panel: 92% light-transmitting acrylic glassBack panel: Moisture-resistant aluminum-plastic boardFrame thickness: ~0.5 cmFrame depth: ~2.7 cmEach frame is equipped with metal hangers on the back, allowing both horizontal and vertical display. You may mount directly onto wall nails/hooks or use suspension wires for effortless and secure installation.
Orders and Payment

What payment methods are supported?WeChat Pay, Alipay How to edit order information?• Before payment: You can directly modify the shipping address.  Website: Go to your account →【Orders and Returns】→【Edit Address】→ Update address• After payment but before shipment: Address cannot be modified by yourself. Contact customer service for changes, any shipping fee difference must be covered.• After shipment: Address cannot be changed, please contact the courier for coordination. How long until my order is shipped?• Regular: Shipped within 3 business days after payment is confirmed.• Holidays or promotions: Delivery processing may be delayed by 1-2 business days. How to check order status?Website: Go to your account → 【Orders and Returns】→【Order Details】 Payment shows “Awaiting Payment” after payment?If the order status does not update after payment, it may be a network delay. Please wait 5 minutes. If still not updated, email Hello@cherryonart.com or contact Cherry on Art WeChat customer service with your proof of payment. Duplicate payment?If duplicate payment occurs due to network issues:• Keep all payment proofs.• Email Hello@cherryonart.com or contact WeChat customer service.Refunds will be processed within 1-3 business days via the original payment method. How to cancel an order?• Pending payment: You may cancel orders freely. Unprocessed orders will automatically close after 30 minutes.  Website: Go to your account →【Orders and Returns】→【Cancel Order】• Paid but not confirmed: Orders 【Awaiting Shipment - Processing】 can be canceled before confirmation.• Confirmed or shipped: Orders 【Awaiting Shipment – Confirmed】 or Pending Receipt cannot be canceled.
Shipping and Delivery

How long will it take to receive my package after shipment?Orders typically arrive within 2-3 business days. Please note that deliveries to remote locations or during severe weather conditions may experience additional delays. How to check the shipping information?Website: Go to your account →【Orders and Returns】→ 【Track】 Shipping Information？Shipping Origin: All orders are shipped from our Shanghai factory.Carrier: SF Express.Shipping Policy: Free shipping for most areas in Mainland China (see product page -【Purchase Instructions】for details). Logistics not updating?Tracking information is typically updated within 24 hours (excluding remote areas). If your logistics status hasn't been updated beyond this timeframe, please email us at Hello@cherryonart.com or contact Cherry on Art WeChat customer service. Our team will verify and assist promptly.
Care Instructions and Display Guide

Care for Framed Artwork• Use a soft, dry cloth to gently remove dust from the frame and acrylic glass surface. Do not use alcohol-based or strong acidic/alkaline cleaners.• If fingerprints, sweat, or oil residues appear, wipe gently with a soft cloth slightly dampened with a neutral cleaning solution.• Avoid direct sunlight, humidity, and high temperatures.• When moving the artwork, hold both sides of the frame gently to prevent collision or pressure damage. Care for Unframed Prints• Store in a cool, dry place away from direct sunlight, humidity, and heat.• When handling the print, hold it by the edges, never touch the printed surface. Always wear white cotton gloves to avoid leaving fingerprints, sweat, or oil on the paper.• We recommend framing your artwork as soon as possible to prevent potential damage caused by air humidity, dust accumulation, paper oxidation, or other environmental factors. Hanging Recommendations• Choose professional picture hooks or adhesive-free nails according to the size and weight of the artwork. For plaster or concrete walls, use expansion anchors for secure mounting.• The center of the artwork should ideally be positioned about 145–155 cm from the floor for optimal viewing height.• Installation steps: 1. Measure and mark the hanging points on the wall. 2. Install the hooks or nails securely. 3. Align the hanging wire or brackets on the back of the frame with the hooks. 4. Adjust the frame’s level with a spirit level or by eye to ensure perfect alignment.
Coupons

How to view my coupons?View all available coupons in the【Coupon】section, including usage terms and expiration dates.Apply your chosen coupon at checkout.Website: Go to your account →【Coupon】 Can I use multiple coupons for one order?Only one coupon can be used per order. Coupons cannot be combined.
Collection Certificate

How to view my collection certificate?Website: Go to your account →【Collection Certificate】 What is the purpose of a collection certificate?The certificate is officially issued by Cherry on Art, confirming the authenticity of the artwork licensed by the artist. Each certificate includes the artist’s digital signature and a unique verification QR code. Scan the code to verify its authenticity through the official channel and protect your collector’s rights.
Invoice Services

How to request an invoice?Only Completed orders can request an invoice:Website: Go to your account →【Orders and Returns】→【Invoice】→ Fill in the invoice details (Title / Tax ID / Email) → Submit How long to receive an invoice?• Regular processing: Sent to your registered email within 24 hours (please check your spam folder).• During peak periods: May take an additional 1–2 business days. How to check the invoice status?Website: Go to your account →【Orders and Returns】→【Invoice】→ Check Status Invoice marked as issued but not received?The system may experience delays. If 24 hours have passed since the invoice was issued and you haven’t received it:• Check if the email address is correct• Check your spam folderIf you still need assistance, email Hello@cherryonart.com or contact Cherry on Art WeChat customer service for verification.
After-Sales Support

How to request after-sales service?If you find a quality issue with your order, please submit a【Returns and Refunds】or【Refund Only】request within 7 days of receiving the item (based on the logistics delivery record).Website: Go to your account →【Orders and Returns】→【Order Details】→【Returns】Since all Cherry on Art products are made-to-order, we do not accept returns or exchanges for personal preference. For detailed refund rules and methods, please refer to the【Returns & Refunds Policy】. Who bears the return shipping cost?We cover standard shipping fees within Mainland China (excluding expedited services). Please prepay the shipping cost and submit your order number, shipping receipt, and payment account via WeChat customer service or email to Hello@cherryonart.com. Once verified, the shipping fee will be refunded to your specified Alipay or WeChat account.The shipping receipt must clearly show: the courier company, shipping cost, and tracking number. How to exchange an item?If there is a quality issue and you wish to exchange an item, please follow the return instructions and place a new order for the desired product. How to check the progress of an after-sales request?Website: Go to your account →【Orders and Returns】→【Returns】→【Check】 How to cancel an after-sales request?Website: Go to your account →【Orders and Returns】→【Returns】→【Check】→【Cancel Request】 How long does it take to receive a refund?• Refund Only orders: Refund will be returned to the original payment method within 1–2 business days after approval.• Returns and Refunds orders: Refund will be returned to the original payment method within 1–2 business days after the item is received and inspected.If the refund has not been received within the promised time, please email Hello@cherryonart.com or contact Cherry on Art WeChat customer service. Our team will assist you. Received the wrong item?Please email Hello@cherryonart.com or contact Cherry on Art WeChat customer service for verification and resolution. Missing items in the order?First, check if your order has multiple tracking numbers, as some items may still be in transit. If you confirm a missing item, please emailHello@cherryonart.com or contact Cherry on Art WeChat customer service. Our team will verify and handle the issue.
Artist Application

How to Become an Artist on Cherry on Art? Step 1: Register an AccountComplete account registration via the Cherry on Art official website or mini-program.Step 2: Artwork Review1. Submission Application: Log into your account → [Sell] → Fill in personal information → Upload 5 artworks → Submit for review.2. Required Materials:<table><tbody><tr class="firstRow"><td width="105" valign="center" style="padding: 0px 7px; border-width: 1px; border-style: solid; border-color: rgb(174, 170, 170);">Material Type</td><td width="552" valign="center" style="padding: 0px 7px; border-width: 1px; border-style: solid; border-color: rgb(174, 170, 170);">Requirements</td></tr><tr><td width="105" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Real Name</td><td width="552" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Must match the name on ID/passport (used for identity verification and revenue settlement).</td></tr><tr><td width="105" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Artworks(5 pieces)</td><td width="552" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Format: JPEG/PNG; Size: ≤5MB ; Must be original finished works (draft/line art will be rejected). Must meet the Artwork Content Guidelines. Used only for reviewing style/originality, will not be displayed on the platform front-end or for sale.</td></tr><tr><td width="105" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Artist Bio</td><td width="552" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">≤500 words; Describe artistic style, creative philosophy, or representative works (no contact info/external links). Displayed on personal homepage.</td></tr><tr><td width="105" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Social Media Accounts</td><td width="552" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Provide social media accounts (e.g., Instagram, Rednote) to help the review team understand creative background.</td></tr><tr><td width="105" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Profile Photo</td><td width="552" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Size: 800×800px (square); Format: JPEG/PNG; Clear image of the artist. Displayed on personal homepage.</td></tr></tbody></table>3. Review Result: Notification via email within 48 hours (may be delayed during peak periods). For follow-up, contact: Hello@cherryonart.com.Step 3: Identity VerificationIf artwork review is approved, complete real-name authentication (information used solely for identity verification):1. Required Materials:<table><tbody><tr style="height: 27px" class="firstRow"><td width="154" valign="center" style="padding: 0px 7px; border-width: 1px; border-style: solid; border-color: rgb(174, 170, 170);">Material Type</td><td width="503" valign="center" style="padding: 0px 7px; border-width: 1px; border-style: solid; border-color: rgb(174, 170, 170);">Requirements</td></tr><tr><td width="154" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Basic Document Info</td><td width="503" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Includes nationality, document number, and valid dates.</td></tr><tr><td width="154" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Document Photos</td><td width="503" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Mainland China Users: Clear photos of both sides of ID card (full borders, unobstructed text, no cropping).International Users: Photo of passport personal information page (with photo, name, nationality, and validity).</td></tr><tr><td width="154" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Electronic Signature</td><td width="503" valign="center" style="padding: 0px 7px; border-left: 1px solid rgb(174, 170, 170); border-right: 1px solid rgb(174, 170, 170); border-top: none; border-bottom: 1px solid rgb(174, 170, 170);">Must match the name on the document. Used to sign the Artist Licensing Agreement and generate Collection Certificates.</td></tr></tbody></table>2. Review Result: Notification via email within 48 hours (may be delayed during peak periods). For follow-up, contact:Hello@cherryonart.com. Upon approval, the artist backend will be automatically activated, allowing login to manage artworks and sales. Artwork Content GuidelinesBasic Requirements: Original works reflecting the artist’s personal style (work-in-progress drafts/line art are prohibited).Prohibited Content:• Infringing Content: Unauthorized use of patents, copyrighted works, or trademarks.• Plagiarized Works: Copying others' works or using unauthorized creations.• Violent or Graphic Content: Excessive violence, abuse, or gore.• Pornographic Content: Obscene, pornographic, or sexually explicit material.• Illegal or Harmful Content: Promotion of drugs, criminal activities, harassment, threats, or incitement to crime.• Content Disrupting Social Order: Spreading rumors, inciting violence, or encouraging actions that undermine social stability.• Hate Speech: Discrimination or attacks targeting race, gender, religion, etc.• Vulgar or Defamatory Content: Profanity, insults, or malicious defamation.• False and Defamatory Information: False claims that harm others' reputations or legal rights.• Content Harming National Honor and Interests: Inciting ethnic hatred or undermining national unity.• Content Endangering National Security: Opposing constitutional principles, endangering state security, leaking state secrets, subverting state power, or undermining national unification.• Malicious Code: Viruses, trojans, worms, or other programs that harm network security.• Purely AI-Generated Works: Uploading artworks generated by AI tools (e.g., Midjourney, Stable Diffusion, Craiyon, etc.).
Collaboration

For media or content collaborations, please contact Hello@cherryonart.com.
Additional Questions

How to report infringing works?If you find infringing content on our platform, please send the "Cherry on Art Platform Infringement Complaint Notice" and supporting evidence to Hello@cherryonart.com (subject: “Infringement Report”). Verified infringements will be removed within 24 hours, and you will be notified of the results.Note: False reports may result in legal liability. Malicious infringers will be permanently banned.

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