FAQ

Orders

• I did not receive an order confirmation.

  If you submitted an order with us but didn't receive an order confirmation via email, be sure to check your junk mail. If you don't find it, it's possible that your email address was entered incorrectly or that your order did not go through. Get in touch with us by clicking HERE, and we'll help you solve the issue!

• Can I make changes to my order after submitting payment?

  We cannot make changes to an existing order, but if you contact us promptly, we may be able to cancel it before processing begins. Once the order is cancelled, you can easily place a new order with the correct items. Please keep in mind that, due to our team’s dedication to efficient order handling, we cannot guarantee that cancellations will be possible.

• How do I buy a gift card?

  You can easily purchase a gift card on our website by selecting your desired amount and adding it to your cart. Once you proceed to checkout, the gift card will be sent as a digital file to the email address you provided. You should receive it within a few minutes. If you have not received it, check your junk folder before contacting our Customer Service team, who will be happy to assist you.

• How do I know if my order went through?

  You will receive an order confirmation at the email address provided during checkout. If you don’t see it shortly after placing your order, there might have been an issue with the transaction. Please reach out to us - we're happy to help!

• What happens if I enter wrong information?

  If you've entered incorrect information such as your address, email, or phone number, please contact our customer service team as soon as possible. We’ll do our best to update your details before your order is processed. However, if the incorrect information impacts delivery and your order has already been processed, any additional costs incurred will be the customer’s responsibility.

• Can I cancel my purchase?

  If you want to cancel your order before processing begins, please email us immediately. We will do our best to help you, but as our team works quickly to get orders on the way, we cannot always guarantee cancellations. If your order was placed at the weekend or after office hours, you can also email us.

• What if an item in my order is out of stock?

  If an item is out of stock, we will contact you. If you have not been contacted but believe there is an issue, please reach out to our Customer Service team so we can assist you further.

• How do I give away a gift card?

  The gift card will be delivered digitally via email. After receiving it, you can choose to either forward the code electronically or print a physical gift card for the recipient.

• Where do I see the remaining gift card value?

  You will be able to see the gift card value by first adding a product to your cart, and then entering your gift card code.

• Can my poster be framed before it is delivered to me?

  Yes, if you’d like your posters framed, you can select the posters and frames you want, then add the 'framing service' to your order. We’ll ensure everything is framed perfectly for you!

Shipping & Delivery

• Where does Poster Store ship from?

  Orders placed with Poster Store are shipped from our fulfilment centre in Bor, Czech Republic. Personalized posters are shipped directly from our supplier in Sweden via FedEx. Canvases are shipped from our supplier in the UK, with the most suitable freight option selected for each order.

• What is the cost of shipping?

  If the total value of your purchase is less than €59, a shipping fee from €8.95 will be applied. For purchases of €59 or more, we deduct the shipping fee according to the delivery method that is chosen.

• How can I track my order?

  You will receive an email with a tracking link as soon as your order leaves our warehouse. Be sure to check your junk folder, as emails can occasionally be misdirected there.

  Want to track your order right now? Click HERE and enter your order or tracking number along with the email address you used during the purchase process to get the latest updates.

  *Personalized posters and canvases are created on demand and shipped directly from our suppliers' warehouses, which means you’ll receive separate tracking links for these items.

• Can I change the delivery address once the parcel is dispached?

  Unfortunately, we cannot change the delivery address once the parcel has been dispatched from our warehouse. You can reach out to our customer service team, and we will do our best to relay your request to the courier. However, we cannot guarantee that the courier will be able to process the change before delivery. We recommend that you also contact the courier directly to expedite the request.

• How long will delivery take?

  Shipping usually takes 3-6 working days. We make every effort to pack your order as quickly as possible and ship it from our fulfilment centre in the Czech Republic. Please note that processing may take up to 1-2 additional days due to delays with the shipping service provider or a high volume of orders in the warehouse.

  Which products have longer delivery times?

  Canvases and personalized posters are produced on request and shipped directly from our printing partner. The delivery time for these items can take up to 4-7 working days.

  What happens if delivery to my address is not possible?

  Due to the current high volume of parcels at our shipping partners, parcels may be redirected to the nearest collection point if delivery to your address is not possible.

  If you haven’t received your order within the advertised delivery time frame, please first verify that the information you provided is correct. If everything is accurate and you still haven’t received your order, contact our Customer Service team within 30 business days of placing your order, and we will be happy to assist you.

• Where can I track my on-demand items (canvases and personalized posters)?

  You should receive tracking information from the freight company handling your on-demand item.

  Personalized posters are shipped directly from our supplier in Sweden via FedEx. Canvases are shipped from our supplier in the UK, with the most suitable freight option selected for each order.

• Why was my personalized poster/canvas delivered to my home address when I selected delivery to a pick-up point?

  Since on-demand items are shipped directly from our suppliers, the delivery option you select at checkout does not apply to these items. With these items, a home delivery will always be attempted. However, if the freight company is unable to reach you, they may deliver the package to a nearby pickup point, and you will be notified in such cases. If you haven’t received an email or text, please check your junk mail or contact us promptly to avoid having your purchase returned.

• Tracking indicates that my parcel has been delivered, but I have not received it.

  When the tracking indicates that your order has been delivered but you have not received it, please check with your neighbours first, as freight companies sometimes leave packages with them without notifying you. If you have checked with your neighbours and the package is still missing, please contact our customer service for further assistance.

• Why is my personal poster/canvas not in the parcel?

  On-demand items are shipped directly from our supplier, which means you will receive a separate package for these items. You should have received tracking information from the freight company that will deliver your on-demand items. If you have not received separate tracking, please contact us as soon as possible so we can assist you with the tracking and provide information about your package.

• What happens if I don't collect or refuse my package?

  If products are returned to us because customers failed to pick up their packages or refused delivery, a fee of 30€ will be applied. This fee covers shipping to and from you, as well as handling and restocking costs.

  For uncollected or refused on-demand products (AI Art, personalized items, canvases), as well as those returned due to incorrect contact information, we will retain 50% of the total order amount to cover production, packaging, and transportation costs.

• I did not receive a delivery confirmation.

  You will receive an email with a tracking link as soon as your order leaves our warehouse. If you are still waiting for it, be sure to check your junk mail. If you don't find it, get in touch with us by clicking HERE, and we'll help you solve the issue!

  I did not receive a delivery confirmation.

• Why hasn't there been any progress on the tracking link?

  We try to deliver all orders within the advertised timeframe, however it is possible that the courier might encounter some delays in the process. Once the parcel is moving, the tracking will be updated—this can take up to 4 or 5 working days. From there, delivery usually occurs on the same day or shortly afterward.

  *Personalized posters, AI posters, 100x150cm in posters, canvases and cushion covers are created on demand and shipped directly from our supplier's warehouse, which means you’ll receive separate tracking links for these items.

Returns & Claims

Returns

• Is there a fee for returns?

  The standard return fee is €7.90, and this amount will be deducted from your refund.

  For larger products, the following return fees apply:

  • 70 × 100 cm: €9.90
  • 100 × 150 cm, 100 × 140 cm or 135 × 135 cm: €55

  Please note that the product must be returned in its original packaging, including the protective material around the frame.

  The framing service is a non-refundable service. If an order is returned and includes products with framing service, the cost of this service will not be refunded.

  Personalised products or made-to-order products, including personal photos, images containing customer-provided text, and AI-generated images, are not eligible for return and are excluded from the standard return process.

• Can I exchange my order?

  If you'd like to exchange a product for something different, the process is similar to a regular return. Simply send us the item you wish to return, and we will issue a refund. After that, feel free to place a new order through our webshop for the item you want!

• Can I return my order?

  When you place an order with Poster Store, you are covered by our 90-day return policy. This allows you to cancel your purchase by reaching out to us within 90 days of receiving your order.

  Please read the following to understand which items are eligible for return:

  Frame return policy: Frames cannot be returned if the self-adhesive plastic foil, which serves as a protective layer for the glass, has been removed. However, if only the outer non-adhesive plastic layer has been removed, you may still return the frames. Please ensure that the protective foil is intact to qualify for a return.

  Framing Service: If you wish to return an order that includes a framing service, please note that the cost of the framing service will not be refunded, as the service has already been completed.

  Non personalized canvas: If you wish to return a canvas created on demand without personalization, please contact our customer service team to register the return.

  Personalized/AI Art: Please be informed that our return and exchange policy does not apply to personalized items, including personalized and AI-generated canvases and posters printed on demand.

• How do I return my order?

  If you wish to return an order, please begin by using the link below to initiate the return. This step allows our warehouse to prepare for your return.
  

  CREATE A RETURN
  

  After registering and providing the required information, contact us to request your pre-paid return label, which we will email to you.
  Please note: A 7.90€ return shipping fee will be deducted from your refund.
  

  Non-Personalized Canvases & cushion covers: These items cannot be registered through our website. Please always contact our customer service for assistance with the registration. The return cost for using our return label is 25€. Alternatively, you can return the item at your own expense. The product must remain in perfect condition, and you must provide proof of return and the tracking number.
  

  Personalized Items (Personalized Photos, AI Posters & Canvases): Please note that our return and exchange policy does not apply to personalized items, including personalized and AI-generated posters and canvases printed on demand.
  

  Collage Kit: To qualify for a refund, the collage kit must be returned with all 20 prints in their original packaging.

Claims

• Do I need to return the damaged product I received?

  Please contact our customer service team for assistance with handling damaged products. When you reach out, be sure to include all the information requested under the question "What to do if you receive a damaged or incorrect product?".

• Time frame for reporting damaged or incorrect items.

  You have 30 business days to file a complaint regarding damaged items due to shipping or if you received the wrong items. Please make sure to reach out within this time frame to ensure your issue is addressed promptly.

• What to do if you receive a damaged or incorrect product?

  If you receive a defective or incorrect item, we’re committed to resolving the issue promptly. Please email the following information by clicking here:

  • The email address used to place the order
  • Your order number
  • Customer name
  • Product number
  • A photo of the damaged or incorrect item
  • A photo of the package, if possible
  • Batch number (for frame picture ledges or poster hangers)

  You can find the batch code on a black stamp on the back of the product or on the product label.

  Our customer service team will respond to you shortly.

Payments & Refunds

Refunds

• When will I receive my refund?

  Poster Store strives to process refunds promptly, typically within 14 days. In the case of a return, we must receive either the returned order or proof of shipment before issuing a refund.

• How will I receive my refund?

  If you paid for your order with a card, your refund will be processed back to the same card.

  Did you place your order during a promotional period or use a discount code? Once we receive your return, we will recalculate your order total. If the conditions of the promotion or discount are not met, the corresponding discount will be deducted from your refund.

Payment options

• How do I pay with a gift card?

  To apply a gift card or discount code, click on "Enter gift card/discount code" in the checkout area.

• Can I pay by invoice?

  We do not offer an invoice payment method. We offer an invoice payment method for company orders.

Offers & Discounts

• Why doesn't the discount apply to all items in my order?

  Not all products are eligible for discounts. Items that typically do not qualify include, but are not limited to:

  • Personal Posters
  • Featured Artists
  • Canvases
  • Frames

  Additionally, please note that existing campaigns and discount codes often cannot be combined. If you have any questions or need further assistance, feel free to reach out to our customer service team, and we’ll be happy to help!

• What if I forgot to enter my discount code?

  If you forgot to enter your discount code, please contact our customer service team. We'll do our best to assist you!

• Why is my discount code not working?

  If your discount code isn't working, please double-check the spelling to ensure it's entered correctly. Also, verify if there is an expiration date for the code. If everything seems correct and the code is still not working, please reach out to our customer service team, and we’ll be happy to assist you!

About the products

Posters

• Is the white border included in the poster size?

  Yes, if a poster is displayed with a white border, that border is included in the overall poster size, as it is printed directly on the poster.

• What are personalized prints?

  Personalized prints are customized prints created by you with our personalized print templates or our personal photo tool. These prints allow you to preserve and display your cherished memories and artwork in a variety of formats.

• How can I create personalized prints?

  To create a personalized print using our pre-designed templates, simply navigate to the personalized prints category, select a template you like, and customize it to your liking. Please ensure that you add the customization, as we are unable to process the poster without it.

  To create a personalized photo, upload your own photograph or image using our personalized photo tool, and customize it as you wish.

  You can also create your personalized canvas by following the same steps for any of the above options, whether it's using a template or your own photo.

• What sizes are available for posters & personalized prints?

  We offer a range of sizes for our posters and personalized prints. You can view the available sizes on each product page. Please note that only the sizes listed on our site are available; we do not print custom sizes on demand.

• Can I see a preview of my personalized print before ordering?

  Yes, you can preview your personalized print before finalizing your order. You can also check the poster’s quality by referring to the quality meter on the product page: green indicates high quality, orange and yellow represent medium quality, and red signals low quality. This feature lets you adjust the layout as needed. Be sure to double-check everything before placing your order!

• Are there any restrictions on the types of photos I can personalize?

  While we strive to offer creative freedom, there may be certain limitations, such as copyrighted material or inappropriate content. If the created print is deemed inappropriate, we reserve the right to cancel the order.

• What kind of poster quality do you use?

  We print our posters on 200g/m2 uncoated premium paper. The paper is age resistant and we have chosen a matte surface without reflections to create a premium feel with no glare.

• Are frames included when I buy posters?

  No, posters and frames are sold separately.

Frames

• How do I hang the frames?

  Wood frames feature two mounting hangers on the back, allowing you to choose between hanging the frame vertically or horizontally.

  Metal frames can be hung directly on the metal hanger used to secure the back, giving you the flexibility to select the orientation that suits your space best.

  Moebe frames, you’ll hang them from the rubber band that holds the frame together. Please note that different wall materials may require specific hanging hardware.

• What materials are our frames made of?

  Oak Frames: Made from solid oak, offering a natural and timeless look.

  Black and White Wood Frames: Crafted from yellow poplar and painted for a sleek, modern finish.

  Metal Frames: Our gold, silver, and copper frames are made from durable aluminum with a glossy finish, while Moebe frames are crafted from powder-coated aluminum for a matte appearance.

  Acrylic Glass: All frames are fitted with lightweight, durable acrylic glass, providing a safe and long-lasting alternative to traditional glass.

Canvas

• What is the canvas made from?

  Our canvases are crafted from a durable textile blend, consisting of 35% cotton and 65% polyester, featuring a 2 x 1 weave. The frames are made from wood veneer oak, available in both natural and black finishes.

• Are the canvases available in all sizes?

  No, the canvases available on our website do not come in all sizes. This is because the quality of the image may be compromised in certain dimensions. Therefore, we only offer sizes that ensure optimal quality. For personalized canvases, please pay attention to the quality meter on our website. A green indicator signifies excellent quality, while a red indicator suggests that the quality may not meet our standards.

• How do you hang up the canvas?

  On the back of your canvas, you'll find a small opening (approximately 1.5 cm wide), which is designed for hanging. For a 100x140 cm canvas, you will need two nails to ensure proper support.

• Can I return the personalized canvas?

  No, personalized canvases are made on demand and are therefore not eligible for return. However, a non-personalized canvas can be returned.

Accessories

• Poster hanger

  Display your favourite prints with elegance using our premium poster hangers, available in black, white or oak finishes. Made from solid pine wood, these hangers feature a smart magnetic design that securely holds your poster in place without causing damage.

  Perfect for both portrait and landscape formats, our poster hangers come in various sizes, making them ideal for a wide range of prints. Each hanger is complemented by a faux suede band in a matching color, adding a touch of sophistication to your display.

  Elevate your wall art with this simple yet stylish alternative to traditional frames!

• Picture ledge

  Showcase your art and décor with elegance using our versatile picture ledges, available in oak, white, black, and dark oak. Crafted from durable MDF wood, these ledges are perfect for creating a chic gallery-style display in your home.

  Measuring 70 cm, the ledge is easy to mount with the included screws and plugs. Pre-drilled holes ensure a hassle-free installation process. For a longer ledge, simply place multiple ledges side by side for a seamless look.

  This stylish solution lets you refresh your wall art effortlessly, allowing you to switch frames and objects without adding new nails. With a maximum load capacity of 15 kg (depending on wall material), these ledges are designed for frames and lightweight objects.

• Chalk pen

  A black chalk pen designed for writing on the plexi glass of our frames. Ideal for use with framed Planner Posters to organize plans and track goals.

  The ink can be easily removed with a soft, wet cloth for quick updates and adjustments.

  Tip size: 0.7 mm

  Recommended exclusively for use on Poster Store frames for optimal performance.

  CAN I USE MY OWN MARKER ON THE PLEXIGLASS FOR THE WEEKLY/MONTHLY PLANNER?

  No, the only Chalk Pens suitable for our plexiglass are those offered on our website. If you choose to use a different brand and the ink does not come off, we regret to inform you that we cannot provide a refund.

  HOW TO USE CHALK PENS:

  • Shake the Pen: Before using a chalk pen, give it a good shake with the cap on to mix the ink inside.
  • Prime the Pen: Remove the cap and press the tip down on a piece of scrap paper or cloth a few times until the ink flows. This may take a moment.
  • Start Writing or Drawing: Use the pen to write or draw on your desired surface, such as chalkboards, glass, or other non-porous materials.
  • Let It Dry: Allow the ink to dry completely, which usually takes just a few moments.
  • Clean Up: To erase or clean the surface, use a damp cloth or a dry eraser, depending on the surface material.
  • Store Properly: After use, close the cap tightly to prevent the pen from drying out.

• Poster clips

  Stylishly display your posters and prints with our metal clips, available in black, gold, silver, bronze, and white finishes. Crafted from high-quality stainless steel with a matte finish, these clips offer a chic and minimalist solution for hanging your artwork.

  Available in small and medium sizes, the clips are ideal for various poster dimensions. Use a single clip for smaller prints or pair two clips to securely hold larger artworks. The maximum opening of 14 mm ensures a firm grip, while the integrated hole makes wall mounting effortless.

• Poster hooks

  Our white picture hooks are a practical solution for hanging framed art prints on walls made of cement, wood, or plaster. Designed for ease of use, the hooks can be quickly installed using a hammer, making it simple to display your framed art.

  Each package includes two hooks, compatible with all our frames except the larger 100x150 cm size. These hooks are built to securely hold frames up to a maximum weight of 5 kg.

  A reliable and efficient choice for showcasing your art with style!

• Poster stand

  Elevate your prints with our stylish poster stands, available in circular (tall and short) and rectangular shapes. Crafted from high-quality MDF material and painted in oak, black, or dark oak, these stands are the perfect blend of functionality and design.

  Ideal for prints sized 13x18 cm or pieces from our collage kits, these versatile poster stands bring a modern touch to any table or shelf. Whether you’re styling a workspace, living area, or bedroom, they offer an elegant way to showcase your favourite art.

• Picture mounts

  Using a picture mount is an effortless way to frame and accentuate your poster, adding elegance and sophistication to your décor. A mount not only creates a harmonious balance between the poster and the frame but can also introduce a striking contrast to elevate the overall look.

  Our pure white and pure black picture mounts are meticulously designed to maintain true-to-color precision, including the core. Whether you prefer the clean, crisp look of white or the bold, dramatic impact of black, our mounts are crafted to perfection. The paper used in the mounts is a perfect match to our posters, ensuring a seamless appearance. Plus, the acid-free composition guarantees lasting quality without compromising the artwork.

  Crafted in Sweden, our mounts are 1.5mm thick and available in sizes perfectly suited to our frames and posters. Each product page provides clear guidance on which frame and poster sizes pair best with the mount. As a general rule:

  • Frame size = Outer dimensions of the mount.
  • Poster size = Inner opening of the mount.

Framing Service

• Can my prints be delivered already framed?

  Yes! At Poster Store, we are excited to offer framing services. We frame your prints directly in the selected frames, so all you need to do is unbox them. Voila—you can start decorating your space right away! If you need any assistance, please don’t hesitate to reach out to our customer service team, or visit our Gallery Walls for inspiration.

• Can I return my order that includes a framing service?

  Absolutely. However, if you choose to return an order that includes a framing service, please note that the cost of the framing service will not be refunded, as the service has already been completed.

• 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 and personalized photo prints are excluded from framing as they are made to order and shipped by a partner printing company.

Recycling

• Recycling guide

  Posters: Posters can be recycled as paper, allowing them to contribute to new paper production up to seven times.

  Canvas: Canvases are recyclable as fabric, where they can be processed into textile fibres or used as burnable waste to generate energy.

  Wooden Frames: Both the moulding and backboard are recyclable as wood, which can be processed into wood chips for bio fuel, providing an eco-friendly alternative to fossil-based fuels.

  Wooden Accessories: These can also be recycled as wood, converted into wood chips, and used as bio fuel to reduce reliance on fossil fuels.

  Metal Frames: The metal molding can be recycled into new aluminium products, using 95% less energy than creating virgin aluminium. The backboard is recyclable as wood and can be repurposed as bio fuel.

  Plexiglass: Though not recyclable as plastic, plexiglass can be sorted as burnable waste and converted into energy.

Collaboration & Press

• Collaboration

  Please send a mail to internationalmarketing@posterstore.com.

• Artist & photographer

  Please send an email to artist@posterstore.com.

• PR & Press

  Please send a mail to pr@posterstore.com.