SHIPPING & RETURNS
Q: What are your shipping rates?
You get free shipping worldwide. Your order always includes tracking and is delivered straight to your door.
Q: Will my international order be charged customs fees?
Certain countries charge additional handling fees, customs fees, and independent carrier charges once your order reaches the border. Please note that these fees are not included when you place an order in our shop. We can't anticipate these costs and will not be able to reimburse you for any additional fees incurred. Any additional fee is to be paid by the customer receiving the goods, not by the sender (Pernille Eriksen).
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Q: What happens if I fail to receive or pick up my order?
If you are not present at the delivery address when your postal service attempts to deliver your order, you will usually receive a notification with an instruction to either reschedule a delivery or pick up your order at a specific post office.
If you fail to receive or pick up your order within the time frame set by your local postal service (usually two weeks), they will return your order to us and charge us for return shipping. Please note that, in such cases, we will forward the bill for return shipping to you.
If you are a customer outside the EU, all sales are final. If you fail to receive or pick up your order, we will not be able to offer a refund of any part of the original order.
If you are a customer from the EU and you wish to exercise your right to cancel your order, you must first receive or pick up your order, and then message us. Otherwise, we will not be able to refund or replace your order.
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Q: My art print has arrived damaged. What is your replacement policy?
Poster damage is extremely rare. We take every precaution necessary to ensure your print is not damaged.
If goods arrive damaged in transit, then please contact us immediately to explain the issue. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or replacement.
Please send digital photos of the damage to the outside of the parcel as well as photos of the damage to the print itself. Email these photos to hellopernilleeriksen@gmail.com. The photos are essential in order to claim a refund from the delivery company. Once we have received the photos we will be happy to look into it.
The delivery company is only responsible for the delivery of the parcel in transit so if the print was damaged after it was delivered to a safe space or a neighbour then this is no longer covered by their insurance policy and we will not be able to offer a refund or replacement.
Please understand that if you are inquiring about a limited edition print, we may be limited as to what we can do to replace it.
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Q: What is your returns and refunds policy?
If you are a customer outside the EU, all sales are final.
If your poster arrives damaged, please see the question above regarding our replacement policy.
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The following rights apply to customers within the EU:
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If you change your mind about your purchase, you have the right to cancel your order within 14 days of purchase. This right expires if more than 14 days have gone by from the moment you placed your order. To be eligible for a return, your item must be unused and in the exact same condition that you received it.
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To exercise your right to cancel, please contact us at hellopernilleeriksen@gmail.com and provide proof of purchase. Otherwise, we cannot complete your return. Your name and date of purchase should be enough information for us to find the order in our system. Once your order has been confirmed, we will provide our address for returns.
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Please return all items in the protective packaging in which you received it. The cost of returning the parcel is the responsibility of the customer. Shipping costs or any additional fees from the original order are non-refundable.
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You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. If you return a product and the product never arrives with us, then we cannot offer a refund.
If you are returning an undamaged print because you regret your purchase, we cannot then refund you if the product arrives back with us damaged. In this case, you would have to try and claim back the cost of the print from the postal service you used. For this reason, we strongly advise that you use shipping insurance when returning products.
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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
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Refunds and returns only apply to prints, not to original pencil drawings or commissions.
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