FAQ
ORDER
How do I know if 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 contact us through our contact form , and we will investigate this for you
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.
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).
For more information, please contact our customer service here .
What if an item in my order is Out of Stock?
We would contact you regarding the item being out of stock. In case you have not been contacted about it, please reach out to our Customer Service team so we can assist you further.
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.
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 not offering company (B2B) orders at the moment but hope that we will do it in the future.
How do I give away a Gift Card?
The gift card will be delivered digitally via email. After that, you can choose whether you want to forward the code digitally, or print a physical gift card to the recipient.
Payments
What payment options do you offer?
We offer payments via Klarna, Visa, Mastercard and American Express.
Can I pay using a voucher or gift card?
Press "Enter gift card / discount code" in the checkout area to add your coupon code.
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.
My voucher is not working, what should I do?
Please double-check that the correct information for the voucher is entered. If it still does not work, please contact customer service so that we can help you.
Why isn't the payment going through?
Please consult the payment options that we offer, as this could be the reason why it is not going through, otherwise you can reach out to our customer service team so we can assist you.
My voucher is not working, what should I do?
Please double-check that the correct information for the voucher is entered. If it still does not work, please contact customer service so that we can help you.
Why was my payment declined?
Please consult the payment options that we offer, as this could be the reason why is declined, otherwise you can reach out to our customer service team so we can assist you.
Why doesn't the discount apply to all the items in my order?
Discounts are often for posters only and they are not applicable for frames. Please note also, that existing campaigns and discount codes are often not combinable.When in doubt reach out to our customer service team and we will asist you with your concern.
Offers / Discounts
Why is my discount code not working?
Please double-check the spelling of the code, and look to see if there is an expiration date. If not, please contact customer service so that we can help you.
What if I forgot to enter my discount code?
Contact customer service, and we'll help you out as best as we can.
I saw a better discount right after I placed my order, can I get the better offer?
It is our company policy not to adjust the discount after the order has been delivered. If you still wish to benefit from the current discount, you are welcome to return the order and place a new order on our website. Please refer to the return policy for your area.
Shipping / 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 the increased demand for orders and the high volume of parcels handled by our freight partners during the peak seasons of November and December, your package may experience delays and be delivered later than the estimated delivery time displayed on our website. 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 is the delivery cost?
Free shipping on orders over £59. On orders under £59, we will charge a minimum fee of £5.95.
Do you offer Express Shipping?
Need a last minute (but awesome) gift? Or are you in a hurry to hang your posters on your walls?
If your order is applicable for Express shipping, the shipping alternative will be viewable in the checkout process. We offer express delivery with DHL!
Orders placed on a business day before 11 AM (timezone) will be shipped that same day, and all orders placed after 11 AM (timezone) will be shipped on the following business day. From the day the order is shipped, the order will be delivered within 1-2 business days.
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 received the shipping confirmation email before the tracking link is active.
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 deliver to Shetlands Islands, Isle of man, Jersey, Guernsey, Gibraltar?
Yes, we do deliver to Shetlands Islands, Island of Man, Jersey and Guernsey but the delivery can take up to 10 working days.
We do not deliver to Gibraltar.
Do I have to pay a Duty or Custom Fee?
Poster Store does not want or expect you to pay customs fees. You will only pay what you pay at check out and there won't be any additional fees or charges.
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 £15 to cover our packaging fee and costs of return shipping.
Can I change the delivery address once the parcel is dispatched?
Unfortunately, we cannot change the address once the package has been dispatched from our warehouse. You can always contact our customer service department and we will try to pass the message on to the carrier, but we cannot promise that they will investigate the claim before delivery and we advise you to contact the carrier on your own.
RETURNS
Can I return my order?
Yes, there is a 90-day return policy for products purchased at posterstore.co.uk. Personalised posters and personalised photos are not covered by the return policy.
Does it cost to return items?
The return shipping cost is £9,90. This cost is not charged at the Evri return point but will be deducted from your credit.
The return process can take up to 14 days from the time you hand the return parcel over at the Evri return point. Once the return has been received and processed, we will register the credit and send you a confirmation via email. Save your receipt until the return confirmation email has reached you as proof of the return.
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.
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.
Register Return
The return shipping cost is 9,90 GBP. This cost is not charged from EVRI, 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 to EVRI. 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 EVRI until the return confirmation email has reached you as proof of the 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.
Canvas
In case of returning a canvas, the Customer uses its right of withdrawal, the Customer shall pay for the return shipping costs and is responsible for the condition of the product after the Customer has received the product and during the return shipping.
Personal Posters
Please note that it is not possible to return a personalised poster.
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.
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 15£ to cover our packaging fee and costs of return shipping.
My order arrived damaged, what do I do?
If you received a damaged or incorrect item, please contact our Customer Service within 30 working days of receiving your order for assistance.
Please do not return any defective items to us.
What if I recieved the wrong item/s?
Please check your order confirmation first to see what you have ordered. If you have not received the items you ordered, please contact us our Customer Service within 30 working days of receiving your order for assistance.
Framing Service
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: £12,95
- Sizes from 30x40 to 70x100 Cm: £20,95
Please note: Personal posters, personalized photo prints and 100x150cm 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.
About the Products
What size posters do you offer?
We offer posters in the sizes 13x18 cm, 21x30 cm (A4), 30x40 cm, 50x50 cm, 50x70 cm and 70x100 cm.
Do posters come with a frame?
No, we sell the posters and frames separately.
Do all posters come with a white border?
No, the white border is not present on all posters. Please refer to the product description in case of doubt, as we indicate whether it is present or not.
Why is the image on my poster look cropped?
Please check the product description as the poster may have a white border and if so this will be indicated in the description. Alternatively, if the poster does not look like the image we show on our website, please contact our customer service team so we can help you.
What quality of paper is used in your posters?
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.
What size frames do you offer?
We offer stylish premium picture frames in the sizes 13x18 cm, 21x30 cm (A4), 30x40 cm, 50x50 cm, 50x70 cm and 70x100 cm.
Where are your wood frames sourced?
Our frames are handcrafted by skilled artisans with long experience in frame production in Europe and Asia. Our frame suppliers have been carefully selected to align with our social and environmental responsibility.
Why is the color shade of the frame different from my past order?
If you are comparing frames from orders that were placed on different dates, this may be due to the environment and weather conditions that the original frame was exposed to. If this is not the case, you can contact customer service for assistance.
Can I personalize the size of a poster or frame?
No, unfortunately we do not offer this option at ithe moment. All our posters and frames are only available in the sizes we offer in our website.
Can I order a print that is not available for delivery in my country? since I have seen it available for a different country?
Our assortment of posters varies from country to country due to our different warehouses, if the print is not showing upon search in our website domain for your country, then is not available, otherwise, if it is available but out of stock then the image would still pop up but will be marked as out of stock.
Can I order a different size of prints from the ones available on the website?
Our assortment of sizes varies from print to print, if the size is not an available option then we do not manufacture the poster in that specific size.
Can I customize the white border in a poster?
White borders are part of some of our prints thought out to enhance the image in that particular poster, however, they are not in all posters and cannot be added or removed from the prints nor customized in their size. Please read the product specification to the right of the images when in doubt of the poster having a white border or not.
Collaboration/Press
Collaboration
Please send a mail to internationalmarketing@posterstore.com
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
PR and Press
Please send a mail 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.