Once payment of a purchase is received and verified, your order is automatically confirmed and will be processed within the next 24 hours. We do our best to ensure all orders are delivered in less than 20 days. Remember some of our artworks are 100% custom handmade by professional artists. Art takes time.
If the production time is less than 20 days we will contact you by email to inform you to, when possible, anticipate the delivery date.
Our artworks are shipped in professional packaging boxes to ensure they reach you in perfect condition.
For shipping and delivery, we rely on different professional shipping companies. With them, your order will always be in professional hands.
Deliveries will be made at the address you provided during the purchase process. Orders are delivered Monday through Friday during business hours. The exact date of delivery will be notified to you by email as soon as the carrier collects the goods from our warehouse. Deliveries within the European Union take approximately 3-5 days. Delivery time to countries outside the EU will vary depending on the final destination
You may change the delivery address up to 48 hours before an item is collected by the shipping company. Simply send us an email at [email protected] Additional shipping fees may apply.
If on the day and time agreed there is no one at the delivery address the shipping company will attempt to deliver the order a second time. Most shipping companies will previously contact you to arrange delivery. Unfortunately, this always remains at the discretion of the shipping company delivery driver. Please note deliveries are solely to ground floor and do not include the pick and return of any packaging materials.
In upon delivery you observe damages on the packaging, you are entitled to refuse the delivery by: 1. communicating directly to the delivery company driver that the shipment is rejected due to damages on the packaging; 2. accepting the delivery, but indicating the defect in the Delivery Order. To help us reclaim the shipping company we will need you to send us by email a copy of the delivery order and photo images of the damaged packaging / item.
RIGHT TO RETURN
For all orders on our site, you have a period of 14 calendar days to notify us of your request for a return. Please do so by sending an email to our PICTOCLUB customer service at [email protected] indicating a return address.
For a return to be accepted the item returned must be in perfect condition and in its original packaging. The carrier may refuse a collection if these requirements are not met. Once the item is received and the well condition of the returned product is verified, we will reimburse you the payment made at the time of the purchase.
Please note this return guarantee is NOT applicable to trade or company orders, to ‘PICTOCLUB Original’ artworks or to items identified as ‘Bespoke’ as such items are custom made according to the exact specifications of format, size and frame decided by each buyer. Return of such items is only accepted in the case that the work received does not conform to the order or arrives damaged. For trade or company orders, ‘PICTOCLUB Originals’ or bespoke products, we only accept returns for exchange or merchandise credit. No refunds are done for these products.
Remember that made-to-order products purchased through PICTOCLUB are the result of a handmade and non-mechanized work, and that as a result of manual drafting process the final product may contain variations from the image posted on PICTOCLUB’s website. The variations do not alter the main product’s features nor they decrease the value of the product. Such variations may not constitute cause for return or exchange beyond the limits set by the General Law for the Protection of Consumers and Users of 27 March 2014.
The Buyer agrees that the colours of the products presented in the website may vary depending on the screen in which they are seen. Similarly, the User understands that the final product may have slight differences in shades of colours and intensities between what is shown on a digital display and the final product. Such variations may not constitute cause for return or exchange beyond the limits set by the General Law for the Protection of Consumers and Users, to March 27, 2014.
We pack our products with great care and high-strength materials to make sure they reach you in perfect condition. Unfortunately, no shipping is exempt from the possibility of unforeseen events. For your complete tranquillity, all our shipments are fully insured to cover all costs in the unlikely event that the goods arrive damaged.
Shipping costs shown in the website include transport from our warehouse to the final delivery address provided during purchase process, except when the delivery address is outside the EU territory, in which case CIP/CIF conditions apply. This means the prices shown in the website solely include shipping to the first point of entry in the delivery country, but not custom or import fees (if applicable), nor transportation from entry point to final delivery address in the country.
Upon request PICTOCLUB may designate a carrier to act as your agent with the relevant customs and tax authorities in the country of destination. The agent will help you clear your merchandise, process and remit your actual Import Fees for such item. To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in connection with customs clearance, you may contact the Designated Carrier specified in your shipment confirmation.
Almirante 9, 28004 Madrid. Spain
Tel. +34 91 5229 2221
Email. [email protected]