Shipping, Refunds & Returns

We use the print on demand service, Gelato who operate from global locations. Your orders will be fulfilled by your nearest outles.

How quickly do you deliver?

The delivery time is determined by multiple factors, including but not limited to:

• The product ordered
• The print location
• The destination country
• The size of the order
• The status of the network
• The shipping method selected

We deliver to more than 200+ countries worldwide and have local production in 32 countries thanks to our network of more than 130+ print partners. 

An overview of our average delivery times per country and product can be also found here.

If you want to get a more accurate estimation, you can place an order and see the live estimated delivery dates for specific shipping methods.

Please bear in mind that the estimated delivery date shown when placing the order includes:

• Fulfillment time: the time to create your products, which depends on the product.
• Shipping time: the time to deliver from the print partner to the delivery address, which depends on the production country, delivery country, shipping method selected, the status of the network, and other factors.

The estimated delivery dates are indicative and do not constitute a guarantee. For high volumes, complex formats, certain countries, or special circumstances delivery times might vary.

Where do you print locally?

Local production in 130+ production hubs in 28 countries (see list below) means that your customer gets orders faster while reducing costs, waste, and carbon emissions. The deep penetration of production hubs is why your customer gets orders faster, smarter, and greener, and why our customer rates us 4.7 out of 5 at Trustpilot.

On the product page in our catalog, you can find an indication of the countries where a particular product can be fulfilled locally – see the example below.

Example of production hubs per country:

• US & Canada: 39 production hubs.
• United Kingdom: 17 production hubs.
• Germany: 8 production hubs.
• Australia & New Zealand: 10 production hubs.

On the product page in our catalog, you can find an indication of the countries where a particular product can be fulfilled locally – see the example below.

We are constantly expanding our product range, and not all items are offered and produced in all locations. Sometimes, we may send an order to be produced in a different country and ship the product internationally, rather than produce it locally or in a location closest to your customer. This is determined by an algorithm that takes into account stock availability, production capacity, and logistics, having as an end goal a smooth and fast delivery.

Our local presence still enables us to produce more than 85% of your orders in the same country as where they are delivered, and we will keep expanding our network to include more countries and territories. We deliver worldwide to countries where we do not offer local production.

Having production capabilities in a specific country doesn’t necessarily mean that a product will be printed in that country. This could be the case due to several factors such as stock availability, and technical or logistical limitations, among others.

Read also How quickly do you deliver? and our Getting started guide for shipping for more information on shipping with Gelato.

Countries we produce products in

Refunds

Our prints and framed prints are made to order. We do not offer refunds unless the product that is delivered is damaged and we are unable to replace it with a like product.

Our fulfilment (printing, production and delivery) is managed by Gelato. Our orders are managed by them and are subject to their terms. We have selected them for the quality of product and fulfilment services.

Quality Guarantee

If you’re not satisfied with the quality of the products your customer received get in touch within 30 days of receiving the item and we’ll do everything we can to investigate and find a solution. 

If you have an issue with your order, in the first instance please contact [email protected] and be sure to state your order number and explain the issue in as much detail as you can. We will then review your request and contact you directly with the next step.

If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order to your customer as quickly as possible.

We’d much rather fix any problems and send a replacement order to make sure your customers are happy with their orders.  If that’s not possible or your customers can’t wait for a new order to arrive, please indicate that when you reach out to us and we’ll give you a refund.

Colour consistency

We use the same print machines, paper types, and work processes as our print partners to minimize colour variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the colour, consistency, and final result: machine type, machine settings, paper types, humidity in the room, and when the machine was last cleaned, just to mention a few examples. Colour variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.

Defective or damaged products

If you or your end customer receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product not caused by lack of quality of the content you or your customer provided. Should you want to submit a new order, we will cover the costs of the new order.

• Lost Orders Policy

For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We’ll be happy to send a replacement order on your behalf.

• Returned to Sender Policy

For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order. 

Please refer to this article My order shows it is being returned to sender, what now?

Wrong Address

If you o provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order and you will need to contact our customer services.

Rejected by the Recipient

If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Unclaimed

If you are not able to receive your order at the address, the shipments may be available for pick up at their local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, a new order will need to be placed and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).