frequently asked Questions

AN ORDER

I have not received an order confirmation?

We will send the order confirmation to the email address provided during the ordering process. If you have not received an order confirmation, it is important that you first check the spam folder in your email inbox. Please note that it may take up to 24 hours for the order confirmation to be sent.

However, if you have not received an order confirmation, please contact our customer service. Customer service can then check whether your order has been received in the system. If this is the case, we can send you your order confirmation. It may be that the system did not record your order. In this case, it is important that you contact customer service before placing a new order so that we can avoid duplicate orders.

What happens if I accidentally entered incorrect information?

If you have provided incorrect or incomplete information, such as an incorrect address, incorrect email address, etc., we ask you to contact us immediately. Please note that we cannot guarantee timely changes as our warehouse picks and prepares orders for shipping very quickly. It is therefore all the more important to contact us as quickly as possible after receiving your order. If the change is successful, the shipping time may be affected. Any additional costs, for example in the event of a return due to incorrect address information, will be charged to the customer. This also applies if the change could not be submitted in time.

Can I change my order?

Once your order has been placed with us, it will be sent to our warehouse for processing. Therefore, unfortunately we do not have the opportunity to make changes to your order. If your order has not yet been processed, we may offer to cancel the entire order so that you can place a corrected order. To do this, contact customer service via our contact form

Can I cancel my order?

Contact us as soon as possible using the contact form. If we have not yet processed your order, we can still cancel it. If the order has already been processed, you must receive it and send it back to us as a return.

CLAIM

What do I do if my product is damaged?

Contact us as soon as possible if any products in your order are defective or faulty upon arrival. Document the affected goods and the packaging using photos and send them to us. Once we have received and examined the photos, we will offer you the best possible solution to your complaint. Please do not simply return the products to us unless we have asked you to.

Received wrong item, what can I do?

Please compare your order confirmation with the items you received in advance to ensure that you have received everything correctly.

If something is inconsistent, please contact us using the contact form and, if possible, send us photos of the incorrect goods. Please also tell us the item name of the missing product.

Acrylic glass is blurry, why is that?

The acrylic glass is covered with a film on both sides. This protects the acrylic glass during storage and shipping and should be removed before inserting the poster.

Delivery

Delivery time?

Our delivery time is 2-5 working days from the order date. Our goal is to ship your products the day after you place your order. Please note that delivery times can sometimes take 1-2 working days longer due to high workloads on the part of the delivering company or high utilization of our warehouse.

IMPORTANT: Due to the high capacity utilization of our suppliers, orders will be delivered to the nearest parcel shop if they cannot be delivered to the specified delivery address.

My package didn't arrive within the specified delivery time?

If you do not receive your order within the specified delivery time, please first check whether all the information you provided was correct. You can find the address information we have stored in your order confirmation. Please contact our customer service and we will be happy to help you.

Can I choose a supplier?

No unfortunately. Our printing company has its own delivery service. Unfortunately we cannot influence this.

Shipping?

We have included shipping costs in the product price, so the price shown is your final price.

DO YOU OFFER EXPRESS DELIVERY?

Unfortunately not yet, we are working on it

Can I track my delivery?

Your order will be packed and shipped as quickly as possible. Once your package has left our warehouse, you will receive a shipping confirmation with all the information you need to track your package. This way you always have the opportunity to track the location of your package and receive an approximate indication of when delivery can be expected. If you have not received a shipping confirmation, please contact us using our contact form

Why doesn't the tracking number match?

Once your package has left our warehouse, you will receive a shipping confirmation with all the information you need to track your package.

Please note that it may take up to 48 hours for the link contained therein to be activated.

What happens if I don't pick up my package?

For deliveries that are returned to us because the customer did not collect the goods from the post office, we charge a fee of €20 to cover our costs for packing materials and shipping

Return

Can I return my order?

Yes, there is a 30-day return policy for products purchased through Solpuer.com

Can I send the frame back even if it has already been unpacked?

The frames can no longer be returned to us after the protective film that protects the acrylic glass pane from scratches has been removed.

However, you can return the frames if only the outer non-adhesive plastic layer has been removed.

How does the return work?

You can register your return using the contact form. After you have entered all the information, you will receive an email with the return instructions and the required return documents.

Please roll the posters in the protective paper and attach it with an adhesive strip. The frames must also be shipped well protected. It is best to use the protective material provided and pack the items as you received them from us.

The return process may take up to 14 days after you return your package.

Once your return has been processed in our warehouse and the refund has been requested, we will send you a confirmation by email.

The return process can take up to 14 days after you return the package. When the return is processed at our warehouse, we will send you an email to confirm the return and arrange the refund

The customer is responsible for the return shipping costs and is responsible for the condition of the product after the customer receives the product and during the return shipping.

Can I exchange an item?

If you would like to exchange your goods for other products, this will be treated like a return. The product you wish to return must be in its original packaging and condition. We will refund you as soon as we receive the goods. The refund will be made to the account used for the purchase. You can place a new order on our website.

How much does it cost to return an item?

The costs for the return are 5.90 euros

Processing the return may take up to 14 days from the delivery of the return package to the shipping company. Once the return has been received and applied, we will register the credit and send you a confirmation via email. Keep the receipt as proof of return until you receive the return confirmation email.

PAYMENT

What payment options are there?

On Solpuer.com we offer you the opportunity to place your orders via Paypal, credit card, instant transfer, direct debit, installment purchase - purchase on account with Klarna. You can simply select your desired payment method at checkout when completing your order.

Klarna is our outsourced payment service provider for orders placed from Germany and is responsible for processing payments.

For the customer, this means that the payment is not processed directly via DESENIO, but via Klarna as the payment service provider.

If you have specific questions about paying with Klarna, you can contact Klarna directly at any time.

Click here to go to the Klarna website

PAY LATER

Klarna will send an email with payment instructions within 2 days of ordering.

As a customer, you have 30 days (after placing your order) to complete the payment. You don't need a Klarna customer account for this and you can make a regular (online) transfer. There are no additional costs for paying by credit or debit card.

Before payment is due, you will receive a small reminder by email.

If you do not pay for the order on time, you may no longer have access to Klarna's payment options for future purchases. If payment is late, Klarna will contact you over several months to arrange repayment of the outstanding amount. However, if no repayment has been made after several months, Klarna can contact a debt collection agency to collect the outstanding amount.

Klarna instant transfer

Klarna Sofortüberweisung is an instant online payment method, comparable to any other online card transaction.

Your account will only be debited when we ship your order - this way we ensure that we honor our part of the purchase contract before the money is debited.

Klarna installment payment – ​​Pay in 3

Klarna pay in 3 allows you to pay the purchase price in 3 installments within 60 days.

INSTALLMENT PURCHASE

• You pay at your own pace in monthly installments.

• The installment amounts will be displayed at the checkout.

You will receive further information about your payment from Klarna after your purchase.

Klarna instant transfer/direct debit

Klarna Direct Pay is an instant online payment method, just like any other online card transaction.

Klarna is our outsourced payment provider for our orders in Germany. This means that all of our payments for orders in Germany are processed by Klarna. The only difference for our customers is that payment is made via Klarna instead of Poster Store.

MORE INFORMATION

You can find more information about Pay Later and Installment Purchases and how you can use these payment methods to shop online and in our stores here .

Please note that Poster Store has no influence on whether you can purchase using Pay Later.

If you have any further questions about “Pay later” and installment purchase or need help with your payment, please contact Klarn a customer service .

You can find Klarna’s terms and conditions for “pay later” and installment purchase on klarna.de .

Can I pay with credit card?

Yes, you can pay with Visa and Mastercard. Simply select this at checkout.

Can I pay by PayPal?

Yes, you can pay with Paypal. Simply select PayPal at checkout.