Question 1

How do I know if my order went through?

Accepted Answer

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!

Question 2

I did not receive an order confirmation.

Accepted Answer

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!

Question 3

What happens if I enter wrong information?

Accepted Answer

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.

Question 4

Can I cancel my purchase?

Accepted Answer

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.

Question 5

Can I make changes to my order after submitting payment?

Accepted Answer

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.

Question 6

What if an item in my order is out of stock?

Accepted Answer

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.

Question 7

How do I buy a gift card?

Accepted Answer

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.

Question 8

How do I give away a gift card?

Accepted Answer

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.

Question 9

Where do I see the remaining gift card value?

Accepted Answer

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.

Question 10

Can my poster be framed before it is delivered to me?

Accepted Answer

Yes, if you’d like your posters framed, you can select the posters and frames you want, then add the 'framing service' to your order. We’ll ensure everything is framed perfectly for you!

Question 11

Where does poster store ship from?

Accepted Answer

Orders placed with Poster Store are shipped from our fulfillment center in Bor, Czech Republic. Personalised and AI-generated posters are shipped directly from our supplier in Sweden via FedEx. Canvases and cushion covers are shipped from our supplier in the UK, with the most suitable freight option selected for each order.

Question 12

What is the cost of shipping?

Accepted Answer

If the total value of your purchase is less than £59, a shipping fee from £5.95 will be applied. For purchases of £59 or more, we deduct the shipping fee according to the delivery method that is chosen.

Question 13

How can I track my order?

Accepted Answer

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, 100x150 cm 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.

Question 14

I did not receive a delivery confirmation.

Accepted Answer

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!

Question 15

Can I change the delivery address once the parcel is dispached?

Accepted Answer

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.

Question 16

How long will delivery take?

Accepted Answer

Shipping usually takes 3-6 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, personalised/AI posters and 100x150cm 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, parcels may be 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.

Question 17

Why hasn't there been any progress on the tracking link?

Accepted Answer

EVRI doesn’t update the tracking information until the parcel arrives in the UK. Once it has arrived, the tracking status will be updated - this can take 4-5 working days. From there, delivery usually occurs on the same day or shortly afterward.
*Personalised posters, AI posters, 100x150cm in posters, canvases and cushion covers are created on demand and shipped directly from our suppliers' warehouses, which means you’ll receive separate tracking links for these items.

Question 18

Where can I track my on-demand items (canvases, personalized posters, AI posters, 100x150cm posters and cushion covers)?

Accepted Answer

You should receive tracking information from the freight company handling your on-demand item.
Personalised and AI-generated posters are shipped directly from our supplier in Sweden via FedEx. Canvases and cushion covers are shipped from our supplier in the UK, with the most suitable freight option selected for each order.

Question 19

Why was my personalised poster/canvas delivered to my home address when I selected delivery to a pick-up point?

Accepted Answer

Since on-demand items are shipped directly from our suppliers, the delivery option you select at checkout does not apply to these items. With these items, a home delivery will always be attempted. 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 your purchase returned.

Question 20

Why is my personal poster/canvas not in the parcel?

Accepted Answer

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.

Question 21

Tracking indicates that my parcel has been delivered, but I have not received it.

Accepted Answer

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.

Question 22

What happens if I don't collect or refuse my package?

Accepted Answer

If products are returned to us because customers failed to pick up their packages or refused delivery, a fee of £15 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, personalised 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.

Question 23

Can I return my order?

Accepted Answer

When you place an order with Posterstore.co.uk, 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:
Frame return policy: Frames cannot be returned if the self-adhesive plastic foil, which serves as a protective layer for the glass, has been removed. However, if only the outer non-adhesive plastic layer has been removed, you may still return the frames. Please ensure that the protective foil is intact to qualify for a return.
Framing Service: If you wish 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.
Non personalised canvas: If you wish to return a canvas created on demand without personalisation, please contact our customer service team to register the return. 
Personalised/AI Art: Please be informed that our return and exchange policy does not apply to personalized items, including personalised and AI-generated canvases and posters printed on demand.
100x140 cm canvases and 100x150 cm frames should be returned at your own expense. Please reach out to our customer service team for assistance with registering your return.

Question 24

Is there a fee for returns?

Accepted Answer

We charge a return fee of £9.90.
Non personalised canvas: If a customer exercises their right of withdrawal and returns a canvas, they are responsible for the return shipping costs and must ensure that the product remains in good condition after receipt and throughout the return process. You will also need to provide us with proof of return and tracking information. We can assist you by providing a return label for the canvas: the return fee will be £20.

Question 25

Can I exchange my order?

Accepted Answer

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!

Question 26

What to do if you receive a damaged or incorrect product?

Accepted Answer

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 orderYour order numberCustomer nameProduct numberA photo of the damaged or incorrect itemA photo of the package, if possibleBatch 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?

Question 27

Time frame for reporting damaged or incorrect items

Accepted Answer

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.

Question 28

When will I receive my refund?

Accepted Answer

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.

Question 29

How will I receive my refund?

Accepted Answer

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.

Question 30

Can I pay by invoice?

Accepted Answer

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

Question 31

How do I pay with a gift card?

Accepted Answer

To apply a gift card or discount code, click on "Enter gift card/discount code" in the checkout area.

Question 32

Why doesn't the discount apply to all items in my order?

Accepted Answer

Not all products are eligible for discounts. Items that typically do not qualify include, but are not limited to:
Personal PostersFeatured ArtistsCanvasesFrames
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!

Question 33

What if I forgot to enter my discount code?

Accepted Answer

If you forgot to enter your discount code, please contact our customer service team. We'll do our best to assist you!

Question 34

Why is my discount code not working?

Accepted Answer

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!

Question 35

What kind of poster quality do you use?

Accepted Answer

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.

Question 36

Are frames included when I buy posters?

Accepted Answer

No, posters and frames are sold separately.

Question 37

Is the white border included in the poster size?

Accepted Answer

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.

Question 38

What are personalized prints?

Accepted Answer

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.

Question 39

How can I create personalized prints?

Accepted Answer

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.

Question 40

What sizes are available for posters & personalized prints?

Accepted Answer

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.

Question 41

Can I see a preview of my personalized print before ordering?

Accepted Answer

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!

Question 42

Are there any restrictions on the types of photos I can personalize?

Accepted Answer

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.

Question 43

What materials are our frames made of?

Accepted Answer

Oak Frames: Made from solid oak, offering a natural and timeless look.
Black and White Wood Frames: Crafted from yellow poplar and painted for a sleek, modern finish.
Metal Frames: Our gold, silver, and copper frames are made from durable aluminum with a glossy finish, while Moebe frames are crafted from powder-coated aluminum for a matte appearance.
Acrylic Glass: All frames are fitted with lightweight, durable acrylic glass, providing a safe and long-lasting alternative to traditional glass.

Question 44

How do I hang the frames?

Accepted Answer

Wood frames feature two mounting hangers on the back, allowing you to choose between hanging the frame vertically or horizontally. 
Metal frames can be hung directly on the metal hanger used to secure the back, giving you the flexibility to select the orientation that suits your space best. 
Moebe frames, you’ll hang them from the rubber band that holds the frame together. Please note that different wall materials may require specific hanging hardware.

Question 45

What is the canvas made from?

Accepted Answer

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.

Question 46

Are the canvases available in all sizes?

Accepted Answer

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.

Question 47

How do you hang up the canvas?

Accepted Answer

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.

Question 48

Can I return the personalized canvas?

Accepted Answer

No, personalized canvases are made on demand and are therefore not eligible for return. However, a non-personalized canvas can be returned.

Question 49

Picture mounts

Accepted Answer

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.

Question 50

Poster hanger

Accepted Answer

Display your favourite prints with elegance using our premium poster hangers, available in black, white or oak finishes. Made from solid pine wood, these hangers feature a smart magnetic design that securely holds your poster in place without causing damage.
Perfect for both portrait and landscape formats, our poster hangers come in various sizes, making them ideal for a wide range of prints. Each hanger is complemented by a faux suede band in a matching color, adding a touch of sophistication to your display.
Elevate your wall art with this simple yet stylish alternative to traditional frames!

Question 51

Picture ledge

Accepted Answer

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.

Question 52

Chalk pen

Accepted Answer

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.

Question 53

Poster stand

Accepted Answer

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.

Question 54

Poster clips

Accepted Answer

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.

Question 55

Poster hooks

Accepted Answer

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!

Question 56

Can my prints be delivered already framed?

Accepted Answer

Yes! At Poster Store, we are excited to offer framing services. We frame your prints directly in the selected frames, so all you need to do is unbox them. Voila—you can start decorating your space right away! If you need any assistance, please don’t hesitate to reach out to our customer service team, or visit our Gallery Walls for inspiration.

Question 57

Recycle Guide

Accepted Answer

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 Frames: Both the molding and backboard are recyclable as wood, which can be processed into wood chips for biofuel, providing an eco-friendly alternative to fossil-based fuels. 
 
Wooden Accessories: These can also be recycled as wood, converted into wood chips, and used as biofuel to reduce reliance on fossil fuels. 
 
Metal Frames: The metal molding can be recycled into new aluminum products, using 95% less energy than creating virgin aluminum. The backboard is recyclable as wood and can be repurposed as biofuel. 
 
Plexiglass: Though not recyclable as plastic, plexiglass can be sorted as burnable waste and converted into energy.

FAQ