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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 are in the right place.
The short answer: send us your order number and a few photos within 7 days of receiving your parcel. We reply within two working days and remake the piece for you.
How it works
- 01
Send your request
Fill in the form below with your order number and photos. It takes two minutes.
- 02
We review it
We reply within two working days, Monday to Friday. Each message is read personally.
- 03
We remake your print
Once the issue is confirmed, we produce and ship a fresh edition at no extra cost.
- 04
You follow everything online
A private page and automatic emails keep you updated at every step, until delivery.
Damaged on arrival
Box crushed, frame broken, print scratched or torn during shipping.
Don't throw anything away
Keep the parcel, the packaging, the protective foam and the damaged piece itself. Couriers and insurers may ask to see them. We will tell you when it is safe to discard.
Take a few clear photos
Your phone is perfect. See the four shots below.
Send your request within 7 days
The 7-day window matters: most carriers do not accept claims after that.
We remake your piece
You don't have to do anything else.
Parcel lost or never arrived
Tracking stuck, marked delivered but missing, or long overdue.
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.
Ask close to home
Check with neighbors, building reception or any safe spot near your door.
Still nothing? Tell us
Send a request with your order and tracking numbers. We open an investigation with the courier and keep you posted.
We remake your piece
Once the courier confirms the parcel is lost, we ship a replacement at no extra cost.
Four photos that help
Clear photos help us file the claim and prepare your replacement faster. Aim for these four, in good daylight if you can.
- 01The whole box, all sides
- 02The shipping label, readable
- 03Inside the box, artwork still in place
- 04Close-up of the damage
Start or track a request
Start a request
Tell us what happened and add your photos. We reply within two working days.
Track a request
Already sent a request? Open its private page.
Frequently asked questions
What if I notice the damage more than 7 days after delivery?
Get in touch anyway, we will do our best. The 7-day window is set by most couriers' insurance terms, so claims become harder after that, but we would 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 will send you a prepaid label. You will never pay return shipping for a damaged item.
What should I include in my request?
Your order number, your 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 to 10 working days, depending on the piece.
Can I still write to you by email?
Yes, at [email protected]. But the form above is faster: your photos and order are attached to your request, and you can follow it online.
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