Customer service

When an order is placed on Wallpoet an agreement is concluded between us and you as a consumer. You must be 18 years of age to enter this agreement. For more information, please see our Terms and Conditions of Sale.

You are solely responsible for ensuring that the uploaded image does not violate law, morality or ethics. You are also responsible for ensuring that the uploaded image does not infringe the copyright or any other rights. Should you upload an image that gives rise to liability towards Wallpoet, you shall be solely responsible for all litigation and damages.

If you have placed an order but have not received an order confirmation by e-mail, please contact care@wallpoet.com before placing a new order to avoid duplicate orders. This may be because you have entered the wrong e-mail address, the e-mail has gotten caught in spam filters or the purchase has not gone through.

Once your order has been printed and shipped, you will receive an e-mail with a tracking link.
Keep an eye on your spam mail folder to make sure the mail doesn’t end up there.

We can accommodate changes up to 6 hours after the order has been placed. After this the order enters our order flow and is not possible to adjust. You can do changes to your prints directly from your order confirmation mail. For other changes, please contact us at care@wallpoet.com with information about your requested changes.

We offer different shipping alternatives, as well as a free shipping option.

Your order is packed in a corrugated board packing. Posters are wrapped in silk paper and sent in a protected, sturdy paper tube.

3-5 working days for normal shipping. Express shipping 2-3 working days.

Once your order has been shipped from our print shop, you will receive an e-mail with a tracking link so you can keep track of your shipment.

When your order has arrived at your pick-up point or is ready to be delivered to you, you will receive an SMS to the mobile number you provided when ordering. You can also see it on the tracking link.

If you have’t received an SMS it’s normally because the phone number has been entered incorrectly. Please confirm that your order phone number is correct and contact us at care@wallpoet.com if it’s incorrect or if you have not received pickup notification within 10 working days.

If the order has arrived to the pickup point (you can track it on the tracking link above) you can normally it up without an SMS by showing your ID and the tracking number.

Contact us at care@wallpoet.com if you have not received pickup notification within 10 working days .

It is your responsibility to pick up the order in a timely manner (normally within 14 days) or be available to receive the delivery before it’s shipped back to us.

Orders that needs to be shipped back to us due to uncollected packages, we need to charge 20 EUR for. This is to cover the extra shipping cost, unpacking, administration.

Unfortunately, as the poster is custom-made from a personal image, we cannot offer a right of withdrawal as it cannot be resold. If you wish to return frames, contact us at care@wallpoet.com and we will help you with your withdrawal, note we need to charge 15 EUR for the additional shipping costs.

It is important to us that you are happy with your purchase. If you feel that the poster does not meet expectations, please mail the following information to care@wallpoet.com :

• What on the poster that does not correspond to what was promised when you placed the order
• Order number
• Please also attach a picture of the poster

Our customer service will get back to you as soon as possible. Our ambition is always to resolve the issue with a new print that matches your expectations.

If your poster is damaged, please main the following information to care@wallpoet.com:

• Explanation of what was damaged on the poster
• Order number
• Please also attach a picture of the poster

Our customer service will get back to you as soon as possible.

Through Klarna we offer the following payment options:

• Invoice and part payments
• Bank account
• Credit and debit cards
• Additional local payment options (such as Swish in Sweden, iDeal in Netherlands, and so on)

We also offer Apple Pay and Google Pay through Stripe.

Visa and Mastercard.

We use HTTPS, an encrypted and secure connection with SSL certificates, which is common on websites with payment solutions. This is to avoid outsiders eavesdropping on data sent between you and the website.

You can find more information about how we process your information in our Privacy policy.

These terms apply when you as a consumer (“you”) place an order via Wallpoet’s website (the “Website”) https://wallpoet.com. The agreement is concluded between you and Wallpoet AB, VATIN SE559174470001 (“Wallpoet”), Benjaminssons väg 29, 434 91, Kungsbacka, Sweden.

Through placing an order with Wallpoet, you consent to our processing of your personal data. You can read more about how we process your information in our Privacy policy.

The Website and all content (i.e. company name, trademarks, digital solutions such as programmed code, products, product names, images, graphics, text and other layouts) may not be copied or used without written permission.

When ordering, a purchase agreement only applies when Wallpoet has confirmed the order by sending an order confirmation. An order confirmation will be sent no later than 24 hours after the order has been received by Wallpoet. Wallpoet recommends that you save the order confirmation for any contact with Wallpoet’s customer service.

If delivery time is changed in the order, the customer will be notified of this as soon as possible. Wallpoet has ownership for all products until full payment has been received from the customer.

To shop with us, you must be 18 years old and Wallpoet must be able to verify the customer’s residential address.

Prices on the website are including VAT. Once an order has been confirmed, prices can only be changed due to circumstances beyond Wallpoet’s control – for example significant changes in purchase prices, changes in currencies or changes in VAT. Should the price change, you have the right to cancel your purchase free of charge.

You can pay in the ways offered on the website via our payment partner Klarna, which are:

• Invoice and part payments
• Bank account
• Credit or debit card (MasterCard and Visa)
• Additional local payment options (such as Swish in Sweden, iDeal in Netherlands, and so on)

We also offer Apple Pay and Google Pay through Stripe.

You can read more about Klarna’s payment terms here: www.klarna.com

During certain periods Wallpoet may offer lower prices and more favorable conditions on the website than those stated in these terms and conditions. This only applies to the specific goods indicated by Wallpoet at the time and for the duration of the promotion. Wallpoet may withdraw these promotions at any time.

The time from completed order to delivery is normally 3-5 working days.

When your order has been sent from our print shop, you will receive an e-mail with a tracking number so you can keep track of your shipment. The packages are delivered to the nearest delivery point. When the package is ready to be picked up, you will receive a notification by SMS.

Wallpoet is responsible for the transport to you as a customer. You and the transport company bear the risk of a potential return to us.

Unless otherwise agreed, delivery takes place no later than 40 working days from the time the order is completed. Sometimes, however, delivery delays occur from our suppliers that are beyond our control. This can happen, for example, when a supplier is unable to fulfill its delivery obligations to us. If this occurs, we disclaim liability to the customer for the damage caused by the delay. Wallpoet always aims to notify you if deliveries are delayed.

If the delivery takes more than 40 days and nothing else has been agreed, the customer always has the right to cancel the purchase free of charge.

You must pick up the package within the time specified in the notification, which you will receive via SMS to the mobile number specified in your order. If this is not done, Wallpoet has the right to charge you a fee for extra shipping costs, administration and unpacking.

If your poster is damaged, please main the following information to care@wallpoet.com:

• Explanation of what was damaged on the poster
• E-mail address used in order
• Order number
• Customer name
• Please also attach a picture of the poster

Our customer service will get back to you as soon as possible.

As the poster is custom-made from a personal image, the right of withdrawal does not apply as it cannot be resold.

Any refund is made via Klarna. The amount is always refunded to the same account used at the time of purchase and as soon as possible from the time we have received an approved the complaint.

Wallpoet reserves the right for any typing and image errors on the website, such as errors in product descriptions or incorrect prices or price adjustments. Wallpoet reserves the right to correct these errors at any time. If an incorrect price is listed for an item you have ordered, Wallpoet will notify you of this and wait for your approval before the order proceeds.

Wallpoet can link to other companies and websites on the website. These websites and how they handle personal data are beyond the control and responsibility of Wallpoet. Always exercise caution when disclosing your personal information on new sites and read their privacy policy.

In the event of war, natural disaster, general labor dispute, government decisions and comparable events beyond Wallpoet’s control which could not reasonably have been foreseen, which affect agreements entered into and promises made by Wallpoet, which make it impossible for us to fulfil the said agreement/promise, Wallpoet shall be released from its obligations to fulfil the said agreement.

Disputes shall in the first instance be resolved in consultation with Wallpoet’s customer service.
If a dispute cannot be resolved via Wallpoet’s customer service, Wallpoet complies with the decisions of the Swedish National Board for Consumer Complaints or the corresponding authority in other countries.

As a consumer, you can also turn to the EU for help in resolving disputes when shopping online at http://ec.europa.eu/odr

These terms and conditions have been updated by Wallpoet 2021-03-17.

info@wallpoet.com

care@wallpoet.com

Wallpoet AB
VATIN SE559174470001

Benjaminssons väg 29
434 91 Kungsbacka
Halland
Sweden