FAQ
Order
Why have I not received an order confirmation by e-mail?
If you have placed an order with Poster Store but have not received an order confirmation email, please contact us using the contact form and we will update your order information so you can receive your order confirmation properly.
How do I know my order went through?
An e-mail with an order confirmation will be sent to the e-mail address that was given when completing the order. If you have not received your order confirmation, please check your spam folder. Please note that it can take up to 24 hours before you receive the order confirmation.
If you checked your spam mail and waited 24 hours and still did not receive the confirmation e-mail, we recommend you to contact us by our contact form , so we will investigate this for you.
What happens when I enter the wrong address?
If you have provided incorrect information such as a delivery address, email address or telephone number etc. Please contact our customer service as soon as possible so they can manage to change your information prior to sending your order. Unfortunately, if the incorrect information affects the delivery of your package and your order is already sent out before you contact our Customer Service, as a customer you are responsible for the extra costs that may occur.
Can I make changes to my order after it is placed?
We know you need your products fast. As soon as you have placed the order, we're on it! Unfortunately, this means we will be unable to make any changes as it is already being processed at the warehouse (usually within seconds).
How can I cancel my order?
Contact us as soon as possible through our contact form . However, we can't guarantee that we'll have enough time to cancel your order, as our packing/shipping department prides itself on getting products heading our customers' way quickly.
How can I place a company order?
We are currently unable to process company or business orders. However, we are looking into having this in the future.
Claim
What if my package and products were damaged upon arrival?
If your package and products were damaged upon arrival, contact us as soon as possible with pictures of both the damaged package and the damaged goods. You can do this through the contact form. As soon as we receive the pictures of the damaged package and products we will handle your request. Please do not send back the damaged products to us on your own behalf.
I have gotten the wrong products what to do?
Please start with double-checking your order confirmation to see what you ordered. If you have not received the ordered product please contact us.
The acrylic glass is blurred. How is that possible?
The acrylic glass (plexi glass) in our frames is protected by the plastic film on both sides, don't forget to remove it before using it. We use this foil to protect the acrylic glass during storage and transit.
Delivery
How long is the delivery time?
Our delivery time is 3-6 business days, calculated from the day after you submit your order.
IMPORTANT: Due to high volumes of parcels handled by our freight partners at the moment, if the parcel cannot be delivered to your home address, the parcel will be re-directed to the nearest pick-up point.
Which delivery option do you offer?
We utilize different shipping partners, depending on the size of your order. Once you've added your products to your cart, and proceeded to checkout, you'll be able to see which service your order will ship with.
What does the delivery cost?
Free shipping on orders over €59. On orders under €59, we will charge a fee of €8,95.
Can I choose Express delivery?
Need a late (but great) thought of a present? Or maybe in a hurry to get these posters with matching frames up on your walls? We offer you an express delivery solution through DHL!
The express shipping delivery alternative comes with an additional fee. The sum of the fee will be connected to the weight of your order and will be shown in the checkout overview before you finalize the purchase.
How can I track my package?
Your order will be packaged and sent out as soon as possible. As soon as it has been picked up by the freight company we will activate your parcel number, after which you will receive another email that includes the tracking link. It can take up to 48 hours for the tracking link to be activated. If you do not receive a tracking link, please contact us via our contact form .
Do you ship to Azores and Madeira?
Unfortunately, we are unable to ship to the Azores or Madeira.
Why can I not see any update in the tracking link?
Once your order has been dispatched from our warehouse you will receive your parcels tracking link in your shipping confirmation email. Note that it may take 48 hours from when you receive the shipping confirmation email before the tracking link is active.
What happens if I do not collect my parcel?
For goods that are returned to us because the customer has not collected the goods, we charge a fee of €30 to cover our packaging fee and costs of return shipping.
In the event of an uncollected personalized poster, AI art, canvas, or if the order is returned due to incorrect contact details, we will retain 50% of the order amount to cover the cost of production, packaging, and shipping.
Return
Can I return my order?
Yes, there is a 90-day return policy for products purchased at Poster Store.
Can I return frames when they are unpacked?
The frames cannot be returned if the self-adhesive plastic foil, which serves as a protective layer to protect the glass from scratches, has been removed from the frames. However, you can return the frames if only the outer non-adhesive plastic layer has been removed.
How do I return my order?
The parcel needs to be packaged the exact same way it was when you received it from us. It is important to re-roll the posters in the protective paper since it ensures they do not shift during transit. When you've re-rolled the posters in the paper, use sticky tape so we can take it out of the tube easily upon return.
Please, register your return via the link below. Once your return is registered you will receive an email containing instructions and address details.
The return shipping cost is 7.90 Euro. This cost is not charged at the DHL return point but will be deducted from your credit. If the order no longer meets the conditions for any promotional/discount codes then the cost may be adjusted accordingly, and any difference deducted from your refund.
The return process can take up to 14 days from the time you hand the return parcel over at the DHL return point. Once the return has been received and processed, we will register the credit and send you a confirmation via email. The return process can take up to 14 days after we receive the return back to the warehouse. Save your receipt from DHL until the return confirmation email has reached you as proof of the return.
Can I exchange a product?
If you would like to exchange your received products for something else, it is processed like a regular return. The products that will be returned must be in original packaging and condition. We will refund you as soon as we receive the products. You can then make a new purchase in our webshop.
Does it cost to return items?
The return shipping cost is 7.90 Euro. This cost is not charged at the DHL return point but will be deducted from your credit.
Return Policy Canvas
Our return policy for made-to-order products, including canvases, differs from our standard return policy and fee. If you're considering a return for these items, we request you to contact our customer service team. Our team will offer detailed guidance and inform you about any specific return conditions, and necessary instructions.
Framing service
When returning articles with the framing service, you will be refunded the purchase price of the article(s) minus the framing service fee and return fee.
What happens if I do not collect my parcel?
For goods that are returned to us because the customer has not collected the goods, we charge a fee of €30 to cover our packaging fee and costs of return shipping.
Payments
Can I pay by card?
Yes, you can pay with Visa, Mastercard and American Express.
Can I pay by Paypal?
No, We are not able to offer you a payment with PayPal.
Do you offer ApplePay?
Yes, we offer ApplePay as a payment solution and you can choose it at the checkout.
Products
Framing Service
Can my prints already be delivered already framed?
At Poster Store, we now offer Framing service! We directly frame the prints in your frames. All you have to do is unbox them and voila - you can immediately start decorating your space after receiving your order. Should you need any assistance, please feel free to contact our customer service, or get inspired by visiting our Gallery Walls.
What is the cost of the service?
The cost depends on the size of the items you purchase.
Sizes from 13x18 to 21x30 cm: €14,95
Sizes from 30x40 to 70x100 cm: €22,95
Please note: Personal posters, personalized photo prints and 100x150 cm are excluded from framing as they are made to order and shipped by a partner printing company.
Return Framing Service
When returning articles with the framing service, you will be refunded the purchase price of the article(s) minus the framing service fee and return fee.
Frames
General information
Frames
The frames are easy to open on the back and have metal hangers to ensure easy hanging on the wall in both landscape and portrait format. Our golden frames have a glossy surface and are shiny. The wooden frames have a very genuine look and feel. All of our frames have glass-clear acrylic glass which means that they weigh less and there is no risk of shards if the frame drops in the floor. The acrylic glass is protected by the plastic film on both sides, to give a flawless finish and the same feel as when you remove the plastic protector off a new phone. Acrylic glass has the same reflective properties as glass.
Which size are you offering frames?
We offer stylish premium picture frames in the sizes 13x18 cm, 21x30 cm (A4), 30x40 cm, 50x50 cm, 50x70 cm and 70x100 cm.
Poster
What kind of paper quality do you use?
The posters are printed locally by Sweden's most renowned printing company, awarded the Nordic Swan Ecolabel, the Swedish symbol for environmentally friendly and sustainable production, and certified according to FSC and PEFC. We searched long for the best paper and eventually fell in love with Munken Kristall, a premium quality design paper, which ensures the perfect quality for us. The paper is environmentally certified by FSC and PEFC. It is uncoated matt paper without reflection and has a total weight of 200g/m2, giving it a distinctly exclusive feeling. It also delivers superb color and image reproduction. The certifications ensure that the wood used for our posters comes from responsibly managed forests that meet the highest environmental and social standards.
Is a frame included in the price of the poster?
No, we sell posters and frames separately. The frame is not included in the price of the poster. The frame must be purchased separately. In our e-shop you can choose several types and sizes of frames.
Collaboration/Press
Collaboration
Please send an email to internationalmarketing@posterstore.com .
FIRE BASSADOR
How does a collaboration through Brandbassador work?
Brandbassador is a brand-building platform through which you can become a brand ambassador for Poster Store and get rewards for the content you choose to share with your followers. To become a Poster Store Brandbassador you need to create a Brandbassador account here . If approved as one of our Brandbassadors, you can start completing missions for Poster Store. On the platform you will find the different types of available missions you can apply to. A mission will usually involve sharing your content and receiving a reward in return.
When do we notify if an application is reviewed?
We aim to respond to all applications within 3 business days and will inform you as soon as your application has been reviewed.
Do you have any questions regarding the Brandbassador app?
You can always find answers directly on the Brandbassador app if you have any issues with the app or have any other questions about Brandbassador. You can also read more about Brandbassador in their FAQ section. If you have other questions regarding a collaboration, please get in touch with us in the Brandbassador message center.
Artist/photographer
Please send an email to artist@posterstore.com .
Press
Please send an email to pr@posterstore.com.
Retailer
We have decided that at this time we will not cooperate with resellers but will offer this in the future.