Frequently Asked Questions
Browse the sections below to find what you need, or get in touch if something’s still unclear.
Payment & Refunds
How do I see which payment method I’ve chosen?
Check your selected payment method during checkout or in your account under order details.
I have chosen the wrong payment method, can I change this?
Contact our support team immediately to update your payment method before your order is processed.
No money has been withdrawn from my account yet, has my order been processed?
Your order is still pending if no payment has been taken. You will receive a confirmation once it’s processed.
What payment methods are accepted?
We accept credit/debit cards, Apple Pay, Google Pay, Shop Pay and gift cards.
How long will it take for me to receive my refund?
Refunds are usually processed within 5–7 business days after your returned item is received.
How do I pay with gift cards?
Enter your gift card code during checkout in the payment section.
How do I receive my invoice?
Invoices are sent via email after your order is confirmed.
I have not received my refund, what should I do?
Check your account first, then contact customer support if you haven’t received it after 7 days.
My payment was successful but I did not receive an order confirmation, what should I do?
Check your spam folder and contact customer support with your payment details.
Why does my card not work?
Ensure your card is valid, has sufficient funds, and supports online international transactions.
Delivery
How long will it take for my order to be delivered?
Delivery times vary by location, usually 3–7 business days.
Can I choose express delivery?
Express shipping is not currently available at checkout, but we plan to offer this option in the near future.
Can I track my package?
Tracking info is emailed once your order ships. Enter your order number starting with ‘PP-XXXX’ on our tracking page to check status.
How will I know when my package has left the warehouse?
You will receive a shipping confirmation email with tracking details.
What are the shipping options?
We offer fast standard shipping to customers worldwide.
My package was damaged in transit, what should I do?
Contact customer support immediately with photos of the damage.
I have received my order but a product is missing
Contact customer support with your order number and the missing items.
Do I need to pay a customs duty to receive my package?
Customs duties may apply depending on your country’s regulations.
What happens if I don’t collect my package?
Uncollected packages may be returned to us. Contact support for options.
I accidentally deleted my text message with the code to collect my package
Contact the courier or support team to resend the collection code.
Is there a shipping fee for my order?
Shipping fees vary by order value and location. Free shipping is available on all orders over €100.
To which countries does PictorPrints ship?
We ship worldwide. Please check the checkout page to see if delivery is available to your country.
How much do I have to spend to receive free shipping on my order?
Free shipping is available on all orders over €100.
My order has not arrived
Check tracking information and contact support if delayed.
It says my order has been delivered, but I have not received it
Contact the courier first and then support if the issue persists.
My Order
I have not received an order confirmation.
Check your spam folder or contact support with your order details.
I want to add a product to my order, how do I do so?
Contact support immediately. We may be able to update your order before it ships.
Can I cancel my order?
Orders can be canceled if they haven’t been processed yet. Contact support to confirm.
Can I change the address or other information on my order?
Contact support immediately to update shipping details before the order ships.
I have received the wrong product or a product is missing from my order, what should I do?
Contact support with your order number and the issue.
I have received a defective product, what should I do?
Report the defect to customer support with photos for assistance.
I would like to change the method of payment
Contact support before the order is processed to update your payment method.
My order has not yet been delivered, what should I do with the invoice?
Keep the invoice for reference; it will also be sent via email.
I have not received my order
Check tracking and contact support if there are delays.
I would like to return my order
Follow our returns process outlined under Returns.
Account & Log in
I can’t remember my password, how do I sign in?
Use the password reset option on the login page.
What can I see in My Account?
Order history, saved addresses, payment methods, and personal information.
Where can I view my previous orders?
In My Account under Order History.
How do I leave a review?
Click the review option on the product page or visit our Reviews page.
How can I update or change my review?
Contact support to update your review.
I want to delete my account, how do I do so?
Contact support to permanently delete your account.
Gift Cards
Can I buy physical gift cards?
No, physical gift cards are not available yet.
How do electronic gift cards work?
They are delivered via email with a code for online purchases.
I have not received an email with my gift card, what should I do?
Check your spam folder and contact support if missing.
How soon will I receive the gift card after purchase?
Electronic gift cards are delivered immediately to your email.
For how long is the gift card valid?
Check the gift card details; validity usually lasts 12 months.
Can I use multiple gift cards to make a purchase?
Yes, multiple gift cards can be combined online.
Can I use a gift card for multiple orders?
Yes, until the balance is fully used.
Products
Where else can I buy your posters besides the website?
Our posters are available online only at the moment.
Can I get tips on how to style or display posters?
Yes, styling guides and inspiration can be provided in the live chat.
Are your posters printed on eco-friendly materials?
Yes, we use sustainably sourced and high-quality 200gsm paper.
Do your posters come in different sizes?
Most posters are available in multiple sizes; check the product page for options.
Are your posters framed?
Posters are sold unframed unless specified otherwise.
Can I buy sample prints?
Samples are not available, but our product images give a realistic preview.
How should I care for my posters?
Keep them away from direct sunlight and moisture; frame for best protection. With proper care, your poster can look stunning for 80+ years. If dust gathers, gently wipe with a clean, dry cloth. Follow our included care guide to keep it flawless.
I don’t know which poster size to choose, can you help me?
Check the size guide on each product page or contact support.
How can I find out when a sold-out poster is back in stock?
Sign up for restock notifications on the product page.
Can I order a custom poster?
Yes, contact us with your design request and we’ll guide you.
How can I see the poster materials and print details?
All details are listed on each product page.
Are your posters free from harmful chemicals?
Yes, we use safe, non-toxic inks and paper.
How do I hang or display my poster?
Use double sided tape, clips, or frame it.
PR & Collaborations
Can I become a retailer of your products?
Yes, contact our sales team for retailer inquiries.
I have a collaboration proposal, whom should I contact?
Email our collaborations team via the contact page.
What channels is PictorPrints on?
Follow us on social media section displayed on the footer menu for news and updates.
Returns & Claims
I want to return an item, how do I do so?
Follow our returns process by filling out the form on our Contact page.
I have sent a return, when will I be refunded?
Refunds are processed 5–7 business days after we receive the return.
I have received the wrong product, how do I submit a claim?
Contact support with photos and order details.
My package was damaged in transit, what should I do?
Report it immediately to customer support with photos.
Do I need to return a damaged item?
Follow instructions from customer support regarding damaged items.
How do I submit a claim?
Contact support with order number and issue details.
Other Questions
How does PictorPrints process my personal data?
We follow GDPR and use data only for order fulfillment and communication.
How does PictorPrints handle cookies?
Cookies are used to enhance site experience; you can manage preferences in your browser.