RESHIPPING - DHL

Frequently Asked Questions

Tracking your order

There's a tracking link in your order details and in the notification you get from Etsy after the package has been shipped.
I have no access to any other data that could help locate your package. For most recent info please use both the link and your national post tracking website to track it from both ends.
Last status assigned by polish customs - "sent from Poland" - means your package has physically left Poland and should reach your country in 1-2 days (only for Australia it might be 3-4) and the next status will be assigned by your local post. Please note that in some periods (pre Christmas, V-Day) the post is not able to process mail as fast as usually and your package may not be scanned instantly after getting to your country.

Lead time

All prints are generated and printed to a specific order. Most of the time I am able to have your order printed and shipped within 48 hours. In the busiest period of the year though (Nov-Dec) I need up to a week (5 business days) to do this. Please also add 2-3 business days for the customs procedure that is obligatory for all orders from outside the EU.

Cancelling, refunds, returns.

All prints are custom printed to a specific order. Therefore there is no possibility to return them. For the same reason I do not accept cancellations. Refunds are only possible if the print sent is wrong in any way (design, color or size). I cannot also offer a refund as well when your order is in delivery longer than the estimated time which as you can probably understand is beyond my control.

My package/print arrived damaged

If the package is damaged - ask the postman how to deal with it. You might need to fill a form and accept the package, you might need to refuse accepting the package and write down why etc. This varies. I need to have a proof the package arrived damaged for the post to accept responsibility. Otherwise no insurance will cover this.
If the package is ok but the print is damaged - let me know within 24 hours from delivery. Would you let me know later there is a good chance the damage happened after the delivery. If it was not caused by you - I will replace it at no cost.

"Can you track my order for me?"

Yes, I can, but please be so kind and don't ask me to do this.
I have no access to information other than tracking that you can find in your order details and via link you receive in notification sent after the order has been marked shipped.
If you ask me - I can only reply you with the information that is easily available to you with just a few clicks.
I do provide you with all available information.

Estimated time has passed but my order is not here

Please check the tracking provided first. I use a reliable third party tracker - Track17, that shows data from both origin and destination post. You can also enter the tracking number on your national postal service provider website. If it shows your order has "missed delivery" or "waiting for pickup" you have most likely 14 days (this varies in different countries) to pick it up before it is returned to me and in such case you will have to cover the shipping charge again to get it.
Please note that the delivery time estimates are unfortunately not guaranteed and may be exceeded, especially in certain periods of year when the traffic at the post is particularly high.

Last tracking status is from a few days ago, can you provide an update?

I unfortunately cannot. It's certainly not beacuse I am lazy or don't want to share some info with customers. There is simply no other information on package whereabouts than tracking. Your national postal operator is required to update tracking information in IPS (International Postal System) but how detailed this information is depends on their policy or technical capabilities. Please also keep in mind that tracking never shows "live" where the package is, it only shows last known location and mail can be in transit from one location to another even for several days.

Do you offer framed prints?

I don't, and this is for two reasons. First is that I do not have enuogh place at the workshop to stock frames. Second is that shipping a framed print would cost ca. twice what shipping a rolled print does. The service I could choose for such a package is also much slower.

Are there street names, river names etc. on the maps?

No, the maps are designed as graphical art pieces. Therefore they are simply a minimal, symbollic, graphical representation of what you could see from above. Since they are very detailed though, you can quite easily find just about any address in the city.