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!

• 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 need to cancel your order before processing begins, please call or 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.
  

• 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.

• 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.

• 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, and we’ll be happy to help!

• 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.

Shipping & Delivery

• 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, 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.

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

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

  Personalized/AI Posters : These items are shipped via FedEx, and you will receive tracking information directly from them.

  Canvases and cushion covers: These items are shipped separately from different freight companies, depending on the supplier's selection.

• 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 $49 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.

• Where does poster store ship from?

  Orders placed with Desenio are shipped from our fulfilment centre in Bor, Czech Republic.
  Personalised & AI posters are shipped directly from our supplier in Sweden.
  Canvases and cushion covers are shipped from our supplier in the UK.

• What is the cost of shipping?

  If the total value of your purchase is less than $499, a shipping fee from $79 will be applied.

  For purchases of $99 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, AI 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.

• 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!

• 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 3-7 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 personalised/AI 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, it may happen that a parcel is 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 timeframe, 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.

• 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.

Returns & Claims

Returns

• Can I return my order?

  When you place an order with Desenio.com.au, 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:

  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.

• Is there a fee for returns?

  Please note that customers are responsible for returning orders to our warehouse at their own expense. Once we have received the order and inspected the package and items, we will process a refund accordingly to the return items without deducting any return fee.

• 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 that customers are responsible for returning orders to our warehouse at their own expense. Once we have received the order and inspected the package and items, we will process a refund accordingly to the return items without deducting any return fee.

  Canvas

  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 £20. 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.

• 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!
  

Claims

• 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)

  Our customer service team will respond to you shortly.

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

  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.

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. For orders paid via PayPal, please refer to their customer service for further assistance.

  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

• Can I pay by invoice?

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

• 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.

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

• 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.

• 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.

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.

• 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

• 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.

• 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 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.

• 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!

Framing Service

Recycling

• Recycle 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 fibers or used as burnable waste to generate energy. 
   
  Wooden Accessories: These can also be recycled as wood, converted into wood chips, and used as biofuel to reduce reliance on fossil fuels.