You are not satisfied with your ordered product? Or the goods have not arrived properly?
We are very sorry for this circumstance!
Our complaints department will do its best to provide you with the best possible service.
An exchange of originally packed goods is possible within 14 days.
Your delivery did not arrive in perfect condition?
The buyer is obliged to notify us of obvious defects within one week of receipt of the goods; to meet the deadline, it is sufficient to send the notification within the deadline. The defects must be described in writing and in as much detail as possible for the buyer and must be supported by photo(s).
For this purpose, please send an e-mail with all information about the complaint and a photo of the damage to:
The processing takes place from Mon- Fri from 12-16 clock and we ask for your understanding if it takes a little longer!
If the above-mentioned information and documents are not completely transmitted within 3 weeks after the first timely notification of the complaint, all claims of this complaint will be forfeited.
We will do our best to solve your problem quickly and easily with the means at our disposal.
Thank you for your efforts in advance.
- Notes on our products can be found in the product description
- Notes on the glass types Acrylic glass UV 97 / Acrylic glass UV 100 glare-free
- For picture frames with acrylic glass, the films on both sides must be removed before use.
- For picture frames with acrylic glass UV 100 glare-free, the rough/matte side of the acrylic glass must be placed upwards in the frame.
- Acrylic glass UV100 glare-free may change or affect the color of your artwork.
- Meaning anti-glare/anti-reflective: The plastic glass (Plexiglas/acrylic glass) has a slightly frosted surface on one side (anti-glare). Reflections, for example from windows and lamps, are diffusely reflected.
Information on the return, complaint, exchange, etc.. (excerpt):
Please check this also in the item description of the product.
The return of picture frames is only possible in perfect condition.
The return of picture frames with acrylic glass UV 97 and UV 100 glare-free is no longer possible after deduction of the films.
When you cancel an order that was delivered by parcel service, we charge a return shipping fee. Please contact us.
Please understand that as a small family business, we are not able to cover the cost of return shipping.
Please also understand that in the event of broken glass due to shipping, we cannot accept invoices from outside businesses.
Passepartouts are custom made and therefore excluded from exchange.
Please check your goods directly after receipt and contact us in case of a complaint, so that we can check your case specifically.
You can find a return form here or in your already received confirmation of understanding.
For further information on the return, please refer to our terms and conditions.
The shipping costs can only be calculated once the item is in the basket.