— Help center

If something went wrong, we'll take care of you.

Each print is produced to order and packed by hand here at the studio. Most parcels arrive perfectly — but on rare occasions one is damaged in transit, or goes missing along the way. If that happened to you, you're in the right place. Here's exactly what to do, step by step.

— The short answer

Write to contact@ludwigfavre.com with a few photos and your order number, within 7 days of receiving your parcel. We'll reply quickly, and remake the piece for you.

Write to us
— 01

Damaged on arrival

Box crushed, frame broken, print scratched or torn during shipping.

See the steps
— 02

Parcel lost or never arrived

Tracking stuck, marked delivered but missing, or long overdue.

See the steps
01 / If your order arrived damaged Email us
1

Don't throw anything away

Hold on to the parcel, the packaging, the protective foam, and the damaged piece itself. Couriers and insurers may ask to see them. We'll let you know when it's safe to discard.

2

Take a few clear photos

You don't need anything fancy — your phone is perfect. We'll need:

  • The outer box, all sides
  • The shipping label, readable
  • The inside, artwork still in place
  • Close-ups of the damage in daylight
3

Write to us within 7 days

Send everything to contact@ludwigfavre.com with your order number in the subject line. The 7-day window matters — most carriers won't accept claims after that.

4

We remake your piece

We reply within two working days. Once we've confirmed the issue, we produce and ship a fresh edition for you, at no extra cost. You don't have to do anything else.

02 / How to take helpful photos — Four shots

A small thing that makes a big difference: clear photos help us file the claim and prepare your replacement faster. Aim for these four, in good daylight if you can.

— 01

The whole box

— 02

The shipping label

— 03

Inside the box

— 04

Close-up of damage

03 / If your parcel is lost or hasn't arrived Email us
1

Have a look at your tracking

Open the tracking email we sent you. Sometimes the courier has already attempted delivery, or the parcel is waiting at a local pickup point.

2

Ask close to home

Check with neighbors, building reception, or any safe spot near your door. Couriers occasionally leave parcels in unexpected places.

3

Still nothing? Tell us

Email contact@ludwigfavre.com with your order number and tracking number. We'll open an investigation with the courier and keep you posted along the way.

4

We remake your piece

Once the courier confirms the parcel is officially lost, we produce and ship a replacement to you, at no extra cost.

— Get in touch

Send your photos and order number — we'll take it from there.

We reply within two working days, Monday to Friday. Each message is read and answered personally.

contact@ludwigfavre.com

"Each print leaves the studio carefully wrapped and signed. When something goes wrong in transit, the only thing that feels right is to make it again — properly, and with care. Thank you for your patience."

— Ludwig
04 / Frequently asked questions
What if I notice the damage more than 7 days after delivery?

Get in touch anyway — we'll do our best. The 7-day window is set by most couriers' insurance terms, so claims become harder after that, but we'd genuinely rather hear from you than not.

Do I need to ship the damaged piece back?

Usually no. In most cases, the photos are enough. If a return is needed, we'll send you a prepaid label — you'll never pay return shipping for a damaged item.

What should I include in my email?

Your order number, your full name, the tracking number if you have it, a short description of what happened, and your photos. The more we can see, the faster we can help.

What kind of resolution do you offer?

We remake your piece. Each artwork is produced to order, so when something goes wrong we craft a fresh one for you and ship it at no extra cost.

How long does the resolution take?

We reply within two working days. Once the issue is confirmed, a remake is typically produced and shipped within 7–10 working days, depending on the piece.

Every edition is limited to 30 prints worldwide, and every parcel is packed by hand. Thank you for trusting the work, and for your patience while we make it right.