FAQ
Shipping within Europe
We offer fast and reliable shipping options to ensure your order.
Returns & Refunds
Shop confidently with our 14 days returns policy.
Secure Payment
Safe, secure, and trusted payment methods for your peace of mind.
Sustainable Material
Materials are eco-friendly, with sustainably sourced paper and non-toxic water-based inks.
Products FAQ
What kind of paper do you use?
What kind of paper do you use?
Our prints are made on 230gsm fine art paper, which features a smooth texture and matte finish. It's designed to be age-resistant for durability over time.
Is the paper sustainably sourced?
Is the paper sustainably sourced?
Yes, the paper pulp is sourced from responsibly and sustainably managed forests.
Are the inks eco-friendly?
Are the inks eco-friendly?
Absolutely. We use water-based inks that are 100% non-hazardous and free of toxins, making them safe for both your home and the environment.
What printing method is used?
What printing method is used?
We use the giclée printing method, known for producing high-resolution, fine art prints with vibrant colors and long-lasting quality.
How accurate are the colors shown in the images?
How accurate are the colors shown in the images?
We do our best to ensure the colors displayed on our website closely match the actual art prints and frames. However, slight variations may occur due to differences in screen settings across devices like computers, tablets, and smartphones.
If you have any questions or would like more information about specific colors, our friendly Customer Care Team is always happy to help — feel free to reach out to us.
Is the white border part of the art print?
Is the white border part of the art print?
Yes, if a print features a white outer border, it's intentionally included as part of the artwork's design.
Please note that if a print includes a white border, it is not possible to remove it — it's an integral part of the design.
Can I order a custom-sized print?
Can I order a custom-sized print?
We offer a variety of standard sizes for our prints, which you can view along with prices on each product page.
If you’re looking for a specific size that isn’t listed, we’re happy to see what’s possible! While not all prints can be resized due to the original file’s limitations, we do offer custom sizing for select designs.
How to request a custom size:
- Contact us with the name or link to the print you're interested in, along with your desired size.
- Our team will review your request to see if a custom size is possible without affecting the print quality.
- If approved, we’ll send you the next steps, including pricing and payment details.
A few things to keep in mind:
- A €10 administration fee applies to custom orders.
- Custom-sized prints are made just for you, so they’re non-refundable.
We’re here to help bring your vision to life — feel free to reach out!
GPSR requirements
GPSR requirements
The General Product Safety Regulation (GPSR) is a key element in the EU product safety legal framework that came into effect on 13 December 2024.
The GPSR mandates that all consumer products sold in the EU must meet safety requirements. It also imposes specific obligations on businesses to ensure compliance.
Art Prints
- Materials: Fine art paper
- Age restriction: This product is made for adults
- Safety attestation: May 2023
- EU warranty: 2-year warranty in EEA and UK, established by Directive 1999/44/EC.
- Eco properties: Water-based inks. Sustainably sourced paper or wood. Plastic-free.
Framed Prints
- Features: Satin-laminated picture frame Custom fine art print included Can be ordered with a mount Choice of frame sizes and colours Perspex or moth-eye glaze options Delivered ready to hang
- Materials: Wood, Perspex, Acrylic
- Age restriction: This product is made for adults
- EU warranty: 2-year warranty in EEA and UK, established by Directive 1999/44/EC.
- Eco properties: Water-based inks. Sustainably sourced paper or wood.
Orders FAQ
Can I cancel my order?
Can I cancel my order?
You may cancel your order provided we have not initiated production for your order or dispatched the relevant products to you. To do this you must notify us immediately by sending an email to hello@thepostereo.com. We will try to do our best to cancel the order before it goes into production.
Can I make changes to my order after placing it?
Can I make changes to my order after placing it?
Once an order is placed, we’re unfortunately unable to make changes to it.
However, if you reach out to our Customer Care Team as soon as possible, we may be able to cancel the order before it’s dispatched from our warehouse. If cancellation is possible, we’ll confirm with you, and you’ll be able to place a new order with the updated details.
We’re always here to help, so don’t hesitate to contact us!
What if I entered incorrect information?
What if I entered incorrect information?
If you’ve accidentally entered incorrect details—such as your delivery or billing address, email, or phone number—please reach out to our Customer Care Team as soon as possible. We’ll do our best to update your information before your order is shipped.
If your order has already been dispatched, the incorrect information may affect delivery, and any additional costs that arise would be the customer’s responsibility. We’ll still be happy to assist in resolving the issue wherever we can!
I haven't received my order confirmation.
I haven't received my order confirmation.
Order confirmations are typically sent within a few minutes. If you don’t see it in your inbox, please check your spam or junk folder just in case it landed there. If it’s been more than 24 hours and you still haven’t received it, feel free to reach out to us — we’ll be happy to help!
Shipping FAQ
Do you ship internationally?
Do you ship internationally?
Currently, we only ship within Europe including the United Kingdom.
We count with several printing labs accross Europe to make our product more accessible.
Please note that we do not ship to P.O. Box addresses.
How much is the shipping cost?
How much is the shipping cost?
Shipping costs vary based on the size and quantity of your order, as well as your shipping address. You can calculate the shipping cost by adding items to your cart and proceeding to checkout.
We offer free shipping on orders over €100.
What are your delivery times?
What are your delivery times?
Typically, prints and framed wall art are shipped within 24-72 working hours. Our standard shipping time is 3-5 business days within the EU.
For international orders outside the EU, shipping times may vary. You can find estimated delivery times at checkout.
| Region | Estimated Delivery Times |
|---|---|
| Europe | 2–15 working days |
Are there any customs fees or import taxes?
Are there any customs fees or import taxes?
Some orders may be subject to customs fees or import taxes, which are the responsibility of the customer.
Customs fees and import taxes vary by country. We recommend contacting your local customs office for an estimate.
How are our prints packaged for shipping?
How are our prints packaged for shipping?
All prints are robustly packaged.
Unframed fine art prints are hand rolled in protective tissue paper and then shipped in extra thick cardboard tubes, unless they are 15x20cm and being delivered in the UK, or A4 or smaller and being delivered in mainland Europe (in which case they are shipped in thick cardboard envelopes).
All framed prints are wrapped in a protective in a rigid, corrugated cardboard boxes made from recycled materials with guards added to each corner. Additional cardboard is secured over the print surface to minimise the risk of breakages or transit damage. Each print is then shipped in a heavy duty cardboard box.
What happens if I haven't received my order?
What happens if I haven't received my order?
If you haven’t received your order within the delivery time advertised, please first check if you have provided us with the correct information. If you have provided correct information, contact our Customer Service no longer than 30 working days after the order was placed and we will help you.
If the delivery address is incorrect, the responsibility lies with you. Typically, the delivery service will return the package to one of our print labs. If the package is returned to us, then we will reach out to you to confirm the new delivery address before initiating a reshipment at your expense. It’s important to note that packages may not always be returned. In such instances, you will need to place a new order.
Refund request for an undelivered order due to multiple failed delivery attempts or errors, such as an incorrect or incomplete address or failure to collect the parcel, are not accepted. You as a customer will be responsible for covering all incurrent costs.
Returns & Exchange FAQ
What if I received the wrong item?
What if I received the wrong item?
Should you receive an incorrect item. Please contact our customer support immediately and we will arrange for a replacement or refund. Send us an email with your order number and include the following information:
- A description of the problem.
- Details about your issue.
- Pictures of the wrong item(s) you have received
What if my order is damaged upon arrival?
What if my order is damaged upon arrival?
If this is your case, please accept our apologies. Upon receiving your order, you noticed that your order was damaged, has printing errors or you receive the wrong item. We will be happy to send you a free replacement through priority mail service. Just contact us by email with your order and please include the following information:
- A description of the problem.
- Details about how the order was packaged.
- Pictures of the damaged item(s) and its packaging (outside of the packaging and its inserts).
Providing clear pictures of the damaged item and packaging helps us expedite the process of sending a replacement order. This information is crucial for our internal reporting and helps us investigate the issue with our print and logistics partners to prevent similar incidents in the future.
What is your return policy for damaged or mistaken items?
What is your return policy for damaged or mistaken items?
If this is your case, please accept our apologies. Upon receiving your order, you noticed that your order was damaged, has printing errors or you receive the wrong item. We will be happy to send you a free replacement through priority mail service. Just contact us by email with your order and please include the following information:
- A description of the problem.
- Details about how the order was packaged.
- Pictures of the damaged item(s) and its packaging (outside of the packaging and its inserts).
Providing clear pictures of the damaged item and packaging helps us expedite the process of sending a replacement order. This information is crucial for our internal reporting and helps us investigate the issue with our print and logistics partners to prevent similar incidents in the future.
What is your return policy for unwanted items?
What is your return policy for unwanted items?
We hope that you love your products. However, if for any reason you wish to return any or all products within your order, you have fourteen (14) days starting from the day after the order has been delivered to do so.
Before returning your product(s), notify us of your decision by emailing us at hello@thepostereo.com within the fourteen (14) days reflection period after the day of delivery to inform us which products you would like to return. In this email, you must include the following information: order number, product(s) you would like to return, name, phone number, email address, and delivery address. We will gladly issue a refund if the return conditions have been met.
Products must be returned unused, unaltered, undamaged, and in their original packaging including all documents and any accompanying the items. For this reason, you should leave the packaging intact as much as possible. And when you return the product, you must pack it neatly. In case products cannot be returned in their original packaging, please make sure you choose an appropriate shipping box for your return to prevent the content(s) from being damaged while in transit.
You must send the goods back within 14 days of informing to the address indicated in our reply email to your return request.
Please note that we do not have the resources to offer free returns on unwanted items or undamage products. Therefore, you must bear the return shipping costs, which are non-refundable. You must arrange a return shipment on your own and use a tracked and secure carrier of your choice. We are not responsible for any returns lost or damaged of unwanted products in transit. This is why we recommend using a trusted carriers and an insured delivery method with tracking information,as well as, a proof that the package has been handed to a postal company or the courier service.
After we have received and accepted the returned products, we will process your return request as soon as possible. If all conditions are met, we will gladly refund the total purchase amount including delivery costs (note that shipping costs are only refundable to customers residing in Europe for clients residing outside Europe shipping costs are non-refundable), to the original form of payment within fourteen (14) days of receiving your return. Please note that if you have chosen a shipping method that was more expensive than the “standard shipping method”, we will only reimburse the price of the “standard shipping method”.
Refund request for an undelivered order due to multiple failed delivery attempts or errors, such as an incorrect or incomplete address or failure to collect the parcel, are not accepted. You as a customer will be responsible for covering all incurrent costs.
Do you offer free return shipping?
Do you offer free return shipping?
While we don’t currently offer free returns, customers are welcome to return items at their own expense. We’re here to help make the process as smooth as possible!
How will I be refunded?
How will I be refunded?
Refunds will be issued to the original payment method.
Please note that your refund will be calculated based on the returned items. If your order qualified for a discount or promotion, and returning items changes your order total, your refund amount may be adjusted accordingly.
When will I receive my refund?
When will I receive my refund?
Please allow up to 14 days for your refund to be processed once we receive your returned order or proof of shipment.
