If wall art arrives damaged, pause before throwing away the carton, peeling off every protective layer or trying to straighten the frame. The useful first task is to preserve a clear record of what arrived and what changed in transit.
For a WallCult order, photograph the parcel and product and email the report within 48 hours. The current WallCult FAQ says damaged orders are resent and reshipped at no cost. One complete report is easier to assess than a stream of disconnected messages.
Copy this record before opening further
Subject: Damaged wall art — order number
Delivered: date and approximate time
Parcel: sealed, torn, crushed, wet or punctured
Ordered: artwork title, size and orientation
Received: what is in the parcel
Frame: front, four corners, joints and edges
Glazing: clear, scratched, cracked or loose
Print: flat, shifted, creased, marked or not safe to inspect
Backing and hanging hardware: secure, loose, bent or detached
Photos attached: parcel, shipping label, full front, full back and close-up
Requested resolution: Please review this order under WallCult’s damaged-item policy.
Use plain observations. “Top-left frame joint is separated by about 5 mm” is more useful than “the courier handled it badly.” The first statement is visible and can be checked against the photograph; the second guesses at a cause.
The parcel photographs establish the starting point
Take the first image before the outer packaging disappears from the scene. Include the full parcel, then make separate close-ups of any crushed corner, tear, puncture, wet patch or opened seam. Photograph the shipping label clearly enough to connect the parcel to the order, while keeping that image in the private support email rather than posting it publicly.
A clean-looking carton is also worth recording. Packaging can absorb part of an impact, and the condition of the exterior does not by itself prove that every frame component stayed in place. The Canadian Conservation Institute’s technical bulletin on artwork packaging and transport explains that drops, forceful impact and collisions can produce anything from internal movement to severe breakage. The parcel photographs document the evidence; they do not need to reconstruct transit.
Leave corner protectors, wrapping and backing sheets nearby until the inspection is finished. If a replacement requires the original item or packaging to be retained, support can then tell you what to do next. This is an arrival record, not a repacking method; use the separate guide to packing wall art for moving when the frame itself needs to travel again.
Inspect the assembly without creating new damage
Place the parcel on a clean, stable table or floor with enough clear space for the frame. Remove rings, a watch or anything that could scratch the glazing. Do not lift the work by its picture wire, cord or one narrow edge.
The Canadian Conservation Institute advises carrying a frame with both hands and checking for loose joints or parts before lifting it. Its guide to examining framed works on paper separates the same components recorded in the template: frame joints, glazing, the paper artwork, backing and hanging hardware.
Start with the full front while the frame is still supported over the packaging. Then examine each corner and edge, followed by the glazing. A raking view—looking across the surface rather than straight through it—can reveal scratches, bowing or a loose panel that a front-on photograph misses. If the glazing is visibly broken or a frame part is detaching, stop moving the assembly. Keep other people away from the area, photograph what is visible without pressing on it, and contact WallCult.
When the glazing is intact, check whether the print remains square in the opening and whether any edge has slipped from the mount. Turn the frame only while supporting the front, backing and frame together. Photograph the entire back before touching the hanging hardware. A loose wire, pulled fitting or bowed backing board belongs in the report even when the front looks normal.
Separate delivery damage from a care question
A delivery report should describe conditions present on arrival: a split joint, dented moulding, scratched glazing, shifted print, torn backing or detached hardware. Dust on an intact surface is different. The guide to cleaning wall art safely explains how glass, acrylic, exposed paper and frame finishes require different treatment.
Moisture needs its own caution. If the parcel or backing feels damp, photograph the affected area and do not seal the work inside fresh plastic. Move it away from a damp wall or direct heat while support reviews the report. The guide to protecting wall art from humidity owns the longer-term room and wall diagnosis; the delivery report should stay focused on the condition at arrival.
Send one complete report within 48 hours
Attach the parcel overview, label, full front, full back and the close-up that best shows each problem. Include the order number, artwork title, size, delivery date and the exact condition terms from the record. Email the package to usama@wallcult.com within the 48-hour window stated on the FAQ page.
Do not discard the parcel or attempt a repair while the report is being reviewed. A separated joint that has been pushed closed, a cleaned scratch or removed backing can make the arrival condition harder to assess. The job is complete when the order, parcel and damage can be matched from one message without asking the reader to infer what happened.