Aryz - Interludio
Not available on eBay
I directly bought them at the homepage he set up for the exhibition- the link is not there anymore, nor a way of how I could get two prints of something that is sold out (+one print has a low number)

One person has one for sale on expressobeans too.

This is pretty shocking incompetence and stupidity. I'm very sorry to hear about it — both the loss and stress you've incurred and the damage to the prints themselves.

1.  Is the framer relatively new to the business, or instead someone with any sort of reputation to protect? The answer will give you an idea of the leverage you may have.

2.  Is the framer a member of a trade guild or comparable independent and overseeing professional body with rules, standards, best practice guidelines, a code of ethics, etc?

3.  Can any relevant information be found in the framer's terms and conditions?

4.  What kind of insurance does the business have in place?

5.  Were your instructions in writing? [If not, for future reference, I would always strongly advise clear, detailed and comprehensive written instructions. Even if this may seem excessive or over-the-top, the advantage is that it creates a hard copy or electronic record should anything go wrong (as it has in your case).]


What's obvious is that the framer did not make the custom frames you ordered. Instead, he or she forced the prints into pre-existing frames or frames of a standard but smaller-than-required size.

You should be demanding the replacement value for the prints. US$400.00 (excluding delivery) seems to be what a California-based online gallery is currently charging for a print from the same edition. You can use that as a starting point and perhaps secure at least one replacement.

If anything is stated verbally in your exchanges with the framer, make sure to reiterate this promptly in follow-up written communications. Always remember your paper trail.

I myself would never take back the prints, even if accompanied by a generous partial indemnification. My eye would always be drawn to the damage, and my enjoyment of the artwork would be significantly and adversely affected — by the physical damage as well as by the bad memories.

Good luck to you.

Oh! Sorry I totally forgot to update you guys about it!

Longstory short:

I got 2 new prints - the framer gave me the money for them & did the framing with museum glass for free.
I contacted Aryz & the gallery that originally sold/producted them for/ with him - luckily they kept a few prints in the case one gets damaged by transportation. The 2 other prints were kept at the framer - most likely for insurance/destruction.

Now that all is resolved I managed to get to talk to the person in charge there more & this is what had happened.

I brought the print to the chef of the framing department - He went on holiday, put the prints in his drawer to store, while we waited for the frame to arrive. When he came back from holiday the frames were already waiting so he took the prints out of his drawer & tried to frame the print in the custom sized frame that we ordered. Turned out that the print was way smaller then what he had noted with me - slightly confussed he ordered a new frame. What we didn't know back then (or at least me) is that while he was on holiday a trainee was so eager to work that he took the prints/the work left to be done out of his chefs drawer. Not knowing that one never cuts a print, the trainee tried to make them fit.

Thanks for the update.

It's good to hear everything turned out okay in the end. I wonder what kind of resolution would have been offered if replacement prints had not been available from Aryz and the gallery.

Bizarre story regarding the artwork-cutting trainee. For me, it just illustrates that common sense isn't nearly as common as one would hope.

This is a further reminder of the importance of establishing paper trails. All framing instructions (no matter how basic or blindingly obvious) need to be in writing. Likewise, the condition of valuable artwork should always be clearly documented in writing and/or photographically, and agreed upon by all parties before being left by its owner with a gallery, framer or conservator-restorer. 

Best to work on the assumption that a future problem will arise due to some unforeseen circumstance, some misunderstanding, or some cock-up by an individual or company that will try to resist accepting responsibility.