Customer service

Order

Age limit

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.

Copyright

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.

I have not received an order confirmation?

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.

How do I track my shipment?

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.

Can I cancel my purchase?

We can accommodate changes up to 6 hours after the order has been placed. After this the order is part of our order flow and printing and not possible to adjust. Please contact us as soon as possible at care@wallpoet.com with information about your requested changes.

Sizes

We offer the following poster sizes:

  • 30 x 40 cm
  • 50 x 70
  • 70 x 100

Paper quality

All posters are printed on 200 gsm matte premium paper.

Delivery & shipping

How much is the shipping fee?

Shipping is always free.

How do you package and ship the orders?

Your order will be sent in a protected, sturdy paper tube by GLS.

How long before I receive my order?

3-5 working days.

How do I track my shipment?

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.

How do I know that my order has arrived?

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. Our printing partner might be noted as the sender.

Why haven't I received a notification?

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

My order has not arrived - what do I do?

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

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

Orders that needs to be shipped back to us due to uncollected packages, we need to charge 10 EUR for. This is to cover the extra shipping cost, unpacking and administration.

Do you deliver abroad?

At the moment we ship to Sweden and Netherlands.

Returns & Complaints

Do I have a right of withdrawal?

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.

What do I do if I am not satisfied with my product?

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.

What do I do if the product is damaged?

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.

Payments & security

What payment options do you provide?

Through Klarna we offer the following payment options:

  • Invoice and part payments
  • Bank account
  • Credit and debit cards

Which credit cards can I use?

Visa and Mastercard.

How are my payment details protected?

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.

Terms and conditions of sale

General

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.

Purchase

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

Prices on the website are including VAT. No other costs are added (such as shipping fees or freight). 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.

Payment options/payment terms

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)

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

Promotions, deals and offers

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.

Delivery and shipments

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 by GLS to the nearest delivery point. When the package is ready to be picked up, you will receive a notification by SMS. On the SMS, our printing company Elanders might be listed be the sender.

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.

Delivery delays

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.

Package not picked up

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.

Damaged product

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.

Right of withdrawal and purchase on approval

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

Refunds

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.

Reservations

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.

Links

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.

Force majeure

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.

Disagreements and disputes

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.

Contact us

For general questions

info@wallpoet.com

Customer service

care@wallpoet.com

Address

Wallpoet AB
VATIN SE559174470001

Benjaminssons väg 29
434 91 Kungsbacka
Halland
Sweden