FAQ

ORDERS

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!

I DID NOT RECEIVE AN ORDER CONFIRMATION.

If you submitted an order with us, but didn't receive an order confirmation, it's possible that your email address was entered incorrectly. Be sure to check your Junk folder, as emails can occasionally be misdirected there. Get in touch with us by clicking HERE to see if we have received an order in your name. We're happy to fix the email address on file and send you the order confirmation. In other cases, the order may not have gone through, so just get in touch before placing a new order to avoid a duplicate order.

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 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 canceled, 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?

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.

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. Be sure to check your Junk folder, as emails can occasionally be misdirected there. If you still haven’t received it, it’s possible the email address was entered incorrectly. please contact our customer service team, and they will be happy to assist you.

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.

SHIPPING/DELIVERY

WHERE DOES POSTER STORE SHIP FROM?

Orders placed with Poster Store are shipped from our fulfilment centre in Bor, Czech Republic.

Personalised posters are shipped directly from our supplier in Sweden.

WHAT IS THE COST OF SHIPPING?

If the total value of your purchase is less than 99$, a shipping fee from 29$ 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 the link below and enter your order or tracking number along with the email address you used during the purchase process to get the latest updates.

https://posterstore.com/au/tracking/

*Personalized posters and canvases 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. Be sure to check your Junk folder, as emails can occasionally be misdirected there. If you still haven’t received it, it’s possible the email address was entered incorrectly. Feel free to contact us here, and we’ll be happy to help!

CAN I CHANGE THE DELIVERY ADDRESS ONCE THE PARCEL IS DISPATCHED?

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 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.

WHY HASN’T THERE BEEN ANY MOVEMENT 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 and canvases 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 AND PERSONALIZED POSTERS)?

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

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

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

WHY WAS MY PERSONALISED POSTER/CANVAS DELIVERED TO MY HOME ADDRESS WHEN I SELECTED DELIVERY TO A PICK-UP POINT?

Since on-demand items are shipped directly from our supplier, the delivery option you select at checkout does not apply to these items. These items will always be delivered to your home. However, if the freight company is unable to reach you, they may deliver the package to a nearby pickup point, and you will be notified in such cases. If you haven’t received an email or text, please check your junk mail or contact us promptly to avoid having the item(s) returned.

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.

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 neighbors first, as freight companies sometimes leave packages with them without notifying you. If you have checked with your neighbors and the package is still missing, please contact our customer service for further assistance.

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 (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.

DO I NEED TO PAY CUSTOMS FEES?

You will not be responsible for customs fees. If you are charged customs fees, please contact our customer service for assistance.

RETURNS/CLAIMS

RETURNS

CAN I RETURN MY ORDER?

When you place an order with Posterstore.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:

*Personalized Art: Please be informed that our return and exchange policy does not apply to personalized items.

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.

CAN I RETURN MY ORDER THAT INCLUDES A FRAMING SERVICE?

Yes. If you choose to return an order that includes a framing service, please note that the cost of the framing service will not be refunded, as the service has already been completed.

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.

Personalized Items (Personalized Photos & Canvases): Please note that our return and exchange policy does not apply to personalized items.

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

Our customer service team will respond to you shortly.

DO I NEED TO RETURN THE DAMAGED PRODUCT I RECEIVED?

Please contact our customer service team for assistance with handling damaged products. When you reach out, be sure to include all the information requested under the question 'WHAT TO DO IF YOU RECEIVE A DAMAGED OR INCORRECT PRODUCT?".

TIMEFRAME 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 timeframe 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.

WHY HAVEN'T I RECEIVED MY INVOICE?

Our system does not automatically send out invoices. If you would like to receive your invoice, please contact our customer service team, and they will be happy to assist you. Note that we can not adjust invoices.

PAYMENT OPTIONS

CAN I PAY WITH A CARD?

Yes, we accept Amex, Maestro, Visa and Mastercard.

DO YOU OFFER GOOGLE PAY?

Yes, we offer Google Pay as a payment option, which you can select at checkout.

DO YOU OFFER APPLE PAY?

No, we accept Apple Pay as a payment option.

CAN I PAY WITH PAYPAL?

No, we do not offer PayPal as a payment method.

CAN I PAY BY INVOICE?

We do not offer an invoice payment method. However you can choose to pay with Klarna afterpay.

CAN I PAY WITH KLARNA?

No, we do not offer payment options through Klarna.

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.

WHY WAS MY PAYMENT DECLINED?

If your payment isn’t going through, please check the payment options we offer, as this may be the reason for the decline. If the issue persists, feel free to reach out to our customer service team for assistance. We’re here to help!

WHAT CURRENCY DO WE USE?

All orders placed on Posterstore.com/au are charged in Australian Dollars (AUD).

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

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

WHAT KIND OF PAPER QUALITY DO YOU USE?

We print our posters on FSC Certified 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.

The paper used in our posters is produced in Sweden. The paper mill is certified by FSC and PEFC. The pulp used to create the paper is also certified by FSC and PEFC. These certifications ensure that the trees used in our posters have been harvested in compliance with all laws and regulations, as well as in compliance with the high demands from the FSC Organisation regarding social and environmental sustainability.

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 personal photo tool. These prints allow you to preserve and display your cherished memories and artwork in a variety of formats.

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!

HOW DO YOU SHIP PERSONALIZED PRINTS?

Personalized posters are shipped with FedEx and typically take 3-6 business days for delivery, and always shipped in a separate package from the rest of 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.

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.

ARE THE CANVASES AVAILABLE IN ALL SIZES?

No, the canvases available on our website do not come in all sizes. This is because the quality of the image may be compromised in certain dimensions. Therefore, we only offer sizes that ensure optimal quality. For personalized canvases, please pay attention to the quality meter on our website. A green indicator signifies excellent quality, while a red indicator suggests that the quality may not meet our standards.

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.

WHERE ARE CANVASES SHIPPED FROM?

Canvases items are shipped directly from our supplier. These items are shipped separately from different freight companies, depending on the supplier's selection. You should have received tracking information from the freight company that will deliver your canvas. 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.

ACCESSORIES

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.

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 favorite 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 canvases except the larger 100x140 cm size. These hooks are built to securely hold up to a maximum weight of 5 kg.

A reliable and efficient choice for showcasing your art with style!

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.

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/PRESS

Please send a mail to pr@posterstore.com.

RETAILERS/RESELLERS

We have decided that at this time we will not cooperate with resellers but will offer this in the future.