Frequently Asked Questions
Shipping
Customs and taxes
Please be advised that local taxes and import duties apply and are not included in the shipping costs. The payable import taxes and duties are the responsibility of the customer. Please check with your local customs office to get an idea of any duties or taxes that may apply. Due to import restrictions, we are currently not able to ship to Russia.
Tracking
All packages have track and trace. Tracking information will be sent to you in a separate email from DHL or GLS when your order is dispatched. Please check your spam folder.
Processing & shipping time
We offer worldwide shipping. We ship all parcels from Denmark.
We dispatch all orders within 1-3 business days.
Shipping time Denmark
– GLS: 1-2 business days
– DHL Express: 1 business day
Shipping time Europe (Excl. Norway, Switzerland, Greenland, Faroe Islands, Canary Islands)
– DHL Economy: 2-4 business days
– DHL Express: 1-2 business days
Rest of the world (incl. Norway, Switzerland, Greenland, Faroe Islands, Canary Islands)
– DHL Express: 2-4 business days
Some countries, remote cities or islands may have longer delivery times. Please get in touch if you need a more exact delivery time for your country/city.
Note! We can’t take responsibility for any delays out of our control, like customs delays etc.
Can I change the delivery address when my order has been placed?
It is not possible to change the delivery address once the order has been placed.
What to do when my order is delayed?
If your order is delayed, please have a look at your track & trace provided by the shipping courier for any updates. You are welcome to contact our customer service if you have any further questions.
I didn’t receive an order confirmation. What now?
Please note that it can take a few minutes before you receive your order confirmation, and make sure to check your spam folder. If you have not received an order confirmation within 24 hours, please get in touch with our customer service.
What if I refuse my delivery?
Unfortunately, that does not mean that the parcel will be sent back to us automatically. Instead, it might be destroyed. It is the full responsibility of the customer and we can not refund for refused deliveries.
Art Prints & Frames
ART PRINTS
Can I order a custom-sized print?
Usually, we do not offer custom-sized prints. Under each print, you can see the different available sizes and prices.
However, if there is a print size you can not live without, send us an email and we will have a look at the possibilities.
How is the paper quality?
All prints from our The Poster Club Collection are giclée printed on 265g cotton art paper with a matt, uncoated finish and lightly textured surface that ensures a rich and vibrant display of colours. Printed in Denmark.
Giclée is a printing technique used to attain intense, saturated colours as well as a greater variety of depth and nuances. Combined with the premium art paper, it guarantees archival conservation of colours for the highest possible age resistance.
Prints that are not our own collection may have a different quality and texture.
White border/passepartout
When you see a print with a white outer border, it is part of the print design and is incl. in the size measures in cm.
FRAMES
Can I order a custom-sized frame?
We do not offer custom sized frames. Under each frame, you can see the different available sizes and prices.
We have frames available in all standard sizes.
Frame width: 1.4 cm
Frame depth: 1.5 cm
* The 70×100cm frame measurements: width 1.8 cm and depth 2.0 cm.
Is it possible to change the print in the frame?
Yes. You simply open the metal hinges on the back of the frame to open it and exchange the print.
How do I hang a frame?
All frames have two brackets on their back and let you choose whether to hang the frame as a landscape or portrait. We advise using screws and plugs that are suitable for your specific wall.
Free framing service
When you buy a print and a frame in the same size, we mount the print in the frame for free as an extra service.
Note! We do not offer matching frames for the prints in sizes 100x100cm and 100×140cm. Please consult your local framing shop for available options. We always recommend having x-large prints mounted before being framed to avoid the paper from warping or buckling.
Payment
What kind of payment is accepted?
We accept payment with VISA, VISA Electron, Mastercard, Maestro, American Express, MultiBanco and PayPal. It is also possible to make the payment via a bank/wire transfer. Please get in touch for further details.
I get an error message when I try to pay. What now?
The payment might have been declined by your bank which there can be numerous reasons for. You might have to reach out to them in order to solve the problem. Sometimes trying again later can also be a solution.
Alternatively, you can make the payment via PayPal or try with another payment card.
I paid with MultiBanco but I did not receive a confirmation
Your MultiBanco payment is still pending. Please make sure to finalize your order and approve the payment via MultiBanco.
Return & Exchange
Can I return my order?
We offer a 30 days return from the date of your receipt (excluding shipping costs) if you change your mind.
How do I return my order?
The items must be returned in their original condition and in the original, undamaged packaging or similar protective tube/box. We reserve the right to refuse any returns that do not fulfil these criteria. Please note that you are responsible for the shipping back to us.
Important! Returns and exchanges happen at your own risk and own expense (shipping costs are to be paid by you). If any items arrive back to us damaged we are only able to offer a 50% refund.
Please contact us at customerservice@theposterclub.com before returning any items and remember to state your order number and relevant contact information in the email.
We will provide you the return address and we only accept returns delivered at the given address. If the return is sent to a post box, the return will not be processed.
If returning from outside the EU: Please make sure to fill out the correct paperwork so that the parcel will not get stuck in customs.
Is there free return shipping?
No. The return shipping cost is the customer’s own expense.
How do I get a refund for my return?
As soon as we receive and register your return, we will make a refund to the payment method you used for your order and send you a confirmation.
Can I exchange an item?
Follow our return instructions and then you simply place a new order. In this way, you will receive the wanted item in the fastest way possible. As soon as we receive your return, you will be refunded and receive a confirmation.
Damaged Products
My print/frame has arrived damaged. What now?
We do our best to ship your order in a safe and secure way. If your order for any reason or in any way arrives damaged, please let us know straight away (latest within 30 days of arrival) so we can help you solve the problem.
We always offer to send out replacements for damaged items. We do not offer a full refund. If you do not want a new item shipped, we kindly ask for you to initiate a return instead or make another arrangement with us.
Important: Please make sure to take photos of both the package and the damaged product(s) and send them together with other relevant information about the claim to customerservice@theposterclub.com.
Remember to note your order number in the email, too.
Missing Products
I have received the wrong item. What now?
Please make sure to take photos of the wrong item
+ the packaging it arrived in and send it via email to our customer service right away.
Contact: customerservice@theposterclub.com.
An item is missing from my order. How do I get it?
First, please check your tracking link sent by DHL or GLS. If your order contains several items, it might have been shipped in more than one parcel.
If all parcels have been delivered, please email us right away (latest within 30 days of arrival) with photos of what you received + the packaging it arrived in. Then we will find a solution straight away.
Gift Card
Looking for a last-minute gift or having trouble deciding? Then a gift card could be the right solution. With our wide range of high-quality posters and art prints, there is plenty to choose from for everybody. Go to gift cards.
