FAQs
How do I cancel my order?
To cancel your order, please contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.
Orders can only be cancelled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.
How do I make a return?
Returns must be initiated within 30 days from the time of receiving your order. Items must be unused and in the original packaging.
Reach out to our customer support team at [email protected] to initiate the return process with your order number and details about the item you wish to return.
Note: Refund will take up to 14 business days.
To facilitate your return, please follow these steps:
1. Pack the items in the original packing to prevent damage during transit.
2. Include a note inside the package with your order number (#xxxxx) and a list of the items being returned (e.g. 1x Meet Me At Jaures 50 x 50 cm)
3. Ship the package to the following address:
Poster & Frame ApS
Hørsvinget 3
2630 Taastrup
Denmark
(This is only relevant if you arrange your own return. If you use our return portal, this step is not necessary)
Note: All postage of return shipments is paid by the customer and we do not require a return shipment for damaged products. Feel free to use our return portal.
In case your order arrives damaged, please reach out to [email protected]
Refund process
Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.
Do you offer exchanges?
Unfortunately, we are unable to offer exchanges. However, you are welcome to return your items and place a new order for the desired item.
However, we are committed to ensuring customer satisfaction. If you receive a damaged or incorrect item, please contact us immediately at [email protected]. We will review the situation and strive to resolve the issue.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details. As soon as the order is dispatched, you will receive another email including a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in the system. If you don't see any updates right away, please be patient and check back later.
What if my package gets lost or arrives damaged?
Lost packages
At Poster & Frame, we strive to ensure every order reaches you in perfect condition. In case your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 3 business days of receiving the order and include the following photos of the damaged items and packaging.
· Clear pictures pf the products(s) that have been damaged
· Pictures of the packaging, including the full front and back of the package and possibly damaged
corners
· Pictures of the inner protection
· Clear picture of the shipping label
What is your shipping policy?
Shipping to Scandinavia
Our standard shipping time is 3-5 business days.
Shipping to Europe
Our standard shipping time is 5-7 business days.
Shipping Overseas
Our standard shipping time is 10-14 business days.
Note: Delivery times may be extended during peak seasons such as Black Friday and Christmas.
Shipping charges is calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.