Post-order assistance
Damaged returns, cancellations and packages
Contact us before sending in order to obtain the correct address and the appropriate procedure, without prejudice to your legal rights. We will check the order, its progress and your situation.
Choose your situation
What happened?
Locate your case to see the immediate action and the elements to prepare. Each request is then examined according to the order and the applicable rights.
Cancel or modify
To do nowWrite to us immediately, before any further action.
To prepareOrder number and modification requested.
See the processDamaged item
To do nowKeep the artwork and all packaging, then contact us.
To preparePhotos of the package, label, protections and damage.
Prepare the fileBad item or poor finish
To do nowDo not install, tension, frame or modify it.
To prepareGeneral views, close-ups and order number.
Prepare the requestWish back
To do nowFirst ask for confirmation of eligibility and instructions.
To preparePattern, condition of work, photos and order reference.
See the stepsParcel not found
To do nowCheck tracking and address, then report the situation to us.
To prepareTracking link and delivery address.
Check trackingIn case of damage
Three reflexes before any other action
Keep the artwork and all packaging, take sharp photos, then report the problem with your order number. Then wait for our instructions before sending.
- 1. StoreKeep the cardboard, label, protections and work in receiving condition.
- 2. PhotographTake the entire package, label, protections and affected area.
- 3. ReportOpen the Contact page, attach photos and your order number, then send your request and wait for our instructions.
As soon as possible
Cancellation or modification request
Contact us immediately
Prints, canvases and oil paintings are prepared after ordering. A quick request allows you to check the step actually reached.
Wait for our confirmation
A modification or shutdown cannot be guaranteed after the start of manufacturing or delivery to the carrier.
Validate the new configuration
Changing media, finish, size or country may change availability, lead time and total.
Before any referral
How to request a return
Send the request
Indicate the order number, pattern, condition of the work and attach useful photos.
Receive instructions
We will confirm eligibility and, if a return is permitted or required, the address and method to be used.
Keep the evidence
Keep proof of sending and tracking until the file is completely resolved.
Important: return address may differ from shipping address or partner address. A package sent without instructions may not be identifiable or receptive.
Eligibility, any costs and the applicable solution depend in particular on the reason, the condition of the work, the progress of the order and the applicable law.
Document before throwing away
Damaged package or work
Don't throw anything away
Keep the work, cardboard or tube, interior protections and shipping label until our instructions.
Photograph the whole thing
Take a complete view of the package, each damaged area, inner packaging, label and damage to the work.
Describe the reception
Indicate whether the package was already opened, folded, pierced, wet or crushed when handed over.
A clear file in five views
- The entire package, before any additional manipulation.
- The transport label, sharp and fully visible.
- Interior protections and their position in the packaging.
- The area concerned, with a sharp close-up without touching or rubbing.
- The entire work, to locate the location and extent of the damage.
After examination, we will tell you the solution applicable to the situation and the rights in force. Additional information may be requested for the carrier file.
Important information
Your rights remain applicable
Mandatory rights provided for by applicable legislation remain fully valid. As conditions may depend on the country of residence, the type of product, its possible customization and the circumstances, this page does not affirm any universal reimbursement rules or any general exclusions.
This page explains the practical steps to follow. It does not replace the rights provided for by the law applicable to your order.
Frequently asked questions
Before acting
Does custom manufacturing automatically remove any right of return?
No, this conclusion should not be automatic. Qualification depends on the product, its possible customization and applicable law. Contact us so that the request can be examined correctly.
Should I refuse a visibly damaged package?
If you can have its external condition noted upon delivery, document it. Whether the package is accepted or not, keep all available evidence and contact us promptly.
Can I return the work to the address on the package?
Not without instructions. The appropriate return address may be different; wait for our written confirmation.
What should I avoid before reviewing the file?
Do not throw away the packaging, modify the work or issue an unauthorized return. These elements may be necessary to understand and resolve the situation.
Open a request
Send the file information
Attach your order number, a precise description and, if necessary, legible photos.