FAQ
Need more information or have a question about your order? Find answers to our most frequently asked questions below
MY ORDER
Can I change the delivery address of my order?
We can of course help you update your billing and shipping address for your order if it has not yet been shipped. To change your billing or shipping address, please contact our customer service team.
If your order has already been shipped from our warehouse, unfortunately we are unable to change the delivery address.
However, if On-Demand Delivery (ODD) is available for your order, you will find more information below on how to change the delivery address.
Flexible delivery
If the service is available at the shipping destination, the package will benefit from the included On-Demand Delivery (ODD) service, which allows you to:
Change delivery to a UPS or FedEx service point
Allow UPS or FedEx to deliver without signature
Change shipping address
Change delivery date
Have it delivered to a neighbor
Hold delivery for up to 30 days if you are not home
If on-demand delivery is available for your order, you will receive the relevant information via email or SMS.
Important: Please note that if you release the signature for your delivery, this is at your own risk and we will not cover if the package is lost or stolen.
Can I make changes to my order after I place it?
Unfortunately, we are unable to modify your order once it has been placed.
However, please contact our customer service team here immediately after placing the order, as we may be able to cancel your order before it is shipped from our warehouse. If we are able to cancel your order, we will notify you. You will then be able to place a new order.
What if I entered incorrect information?
If you accidentally provided incorrect information such as shipping or billing address, email address, phone number, etc., please contact our customer service team here as soon as possible, and they will do their best to help you change your information before shipping your order.
If your order has already been shipped, incorrect information may affect the delivery of your order, and you will be responsible for any additional charges that may occur.
What should I do if the delivery of my order is delayed?
If your order is delayed, please check the tracking and tracing information provided by the carrier for any updates. The package may be held due to payment of customs duties or missing documents for importing the goods.
You can also contact our customer service team if you have any further questions.
I have not received an order confirmation
Please note that it may take a few minutes for you to receive your order confirmation. Be sure to check your spam folder. If you have not received an order confirmation within 24 hours, please contact us here.
Can I place a corporate order?
Unfortunately not, we specialize in selling to individuals.
SHIPPING
Do you offer worldwide shipping?
Yes, we offer worldwide shipping via UPS, FedEx or GLS (GLS only in Denmark). All orders are shipped from our warehouse located outside Copenhagen, Denmark.
Due to import restrictions, we are currently unable to ship to Russia, Belarus or Ukraine.
All packages are tracked and traceable. Tracking information will be sent to you in a separate email by UPS, FedEx or GLS once your order has been shipped.
Flexible delivery
If the service is available at the shipping destination, the package will benefit from the included On-Demand Delivery (ODD) service which allows you to:
– Change delivery to a UPS or FedEx service point
– Allow UPS or FedEx to deliver without signature
– Change the delivery address
– Change the delivery date
– Have it delivered to a neighbor
– Hold delivery for up to 30 days if you are not at home
If ODD is available on your order, you will receive the relevant information via email or SMS.
Important: Please note that if you release the signature for your delivery, this is at your own risk and we will not cover if the package is lost or stolen.
What are your delivery times?
Delivery time depends on the shipping destination. Check the total delivery time for your location below.
Denmark
Standard (GLS): 2 to 5 working days
Express (UPS): 1 to 2 business days
Europe EU
Standard (UPS) Economy: 4 to 6 business days
Express (UPS): 1 to 2 business days
Rest of Europe
Standard (UPS/FedEx): 4 to 8 business days
Express (UPS/FedEx): 2 to 3 business days
United Kingdom
Standard (FedEx): 4 to 6 business days
Express (FedEx): 1 to 2 business days
United States and Canada
Standard (FedEx): 4 to 8 business days
Express (FedEx): 3 to 5 business days
Rest of the world
Standard (FedEx): 6 to 8 business days
Express (FedEx): 3 to 5 business days
Please note that some countries, remote cities or islands may have longer delivery times. We cannot be held responsible for delays beyond our control, such as customs delays, deliveries to remote locations, etc.
We cannot be held responsible for delays beyond our control, such as customs delays, deliveries to remote locations, etc.
Standard or express shipping
Depending on the shipping destination and the items you wish to order, you can choose between UPS/FedEx Standard or UPS/FedEx Express shipping.
Shipping options available for your location are shown during checkout.
Please note that we may ship your order in multiple packages due to the volume of your order. Packages will however appear under the same UPS/FedEx tracking number, but may arrive separately on different days.
Where can I find the tracking link for my order?
We ship all packages with track and trace. Tracking information will be sent to you in a separate email from UPS, FedEx or GLS once your order has been shipped from our warehouse.
Please also check your spam folder - it may have landed there.
If you have not received the tracking link, please contact our customer service team who will provide it to you.
What happens if I am not home when my order is delivered?
If UPS or FedEx are unable to deliver your order, they will contact you by phone or email to schedule a new delivery or to advise you where to pick up the package.
Flexible delivery
If the service is available at the shipping destination, the package will benefit from the included On-Demand Delivery (ODD) service which allows you to:
– Change delivery to a UPS or FedEx service point
– Allow UPS or FedEx to deliver without signature
– Change the delivery address
– Change the delivery date
– Have it delivered to a neighbor
– Hold delivery for up to 30 days if you are not at home
If ODD is available on your order, you will receive the relevant information via email or SMS.
Important: Please be aware that if you release the signature upon delivery, this happens at your own risk and we will not cover if the package is lost or stolen
How much is the shipping cost?
Shipping costs depend on the volume and items in the order as well as the delivery method and your location.
You can view the total shipping cost at checkout.
Please note that local taxes and/or import duties may apply and are not included in the shipping costs.
Will customs duties be applied?
As we ship from Copenhagen, Denmark, your order will not be subject to customs duties if your delivery address is within the EU.
If your order is destined for a country outside the EU, please see the information below:
United States: All orders below approximately EUR 730 (USD 800) will not be subject to customs duties. For orders over EUR 730 (USD 800), you will be responsible for any additional import taxes.
International: Customs duties may be applied to your order and are not included in the shipping costs.
Norway: Your order will not be subject to customs duties.
However, if you order an item worth more than EUR 260 (NOK 3,000), that item will be subject to customs duties, but not the rest of the items in your order.
Please note that our extra large prints will be subject to customs duties.
Australia: All orders under approximately EUR 600 (AUD 1,000) will not be subject to customs duties. For orders over EUR 600 (AUD 1,000), you will be responsible for any additional import taxes.
Any customs duties payable are the responsibility of the customer. Please check with your local customs office/tax authority to get an idea of the amount of any additional charges that may be payable.
Why is there a minimum spend amount for UK orders?
Due to UK laws following Brexit, we have decided to apply a minimum spend of €155 on all UK orders (excluding gift cards and postage). Unfortunately, we are unable to do anything to ship orders under €155.
Please also note that due to Brexit, local taxes and import duties apply and are not included in the shipping costs. Any taxes and import duties payable are the responsibility of the customer and must be paid directly to UPS or FedEx or your local authorities. Please check with your local customs office to get an idea of the duties or taxes applicable.
What should I do if I refuse delivery of my order?
If you refuse delivery of your order, this unfortunately does not mean that the package will be automatically returned to us. Instead, the package could be destroyed.
This is the customer's sole responsibility and we cannot offer refunds for refused deliveries that have been destroyed.
If you do not wish to receive your order, please contact our customer service team as soon as possible.
What is On-Demand Delivery?
Flexible delivery
If the service is available at the shipping destination, the package will benefit from the included On-Demand Delivery (ODD) service which allows you to:
Change delivery to a UPS or FedEx service point
Allow UPS and FedEx to deliver without signature
Change shipping address
Change delivery date
Have the package delivered to a neighbor
Hold delivery for up to 30 days if you are not home
If ODD is available on your order, you will receive the relevant information via email or SMS.
Important: Please be aware that if you release the signature upon delivery, this happens at your own risk and we will not cover if the package is lost or stolen.
What should I do if the delivery of my order is delayed?
If your order is delayed, please check the tracking and tracing information provided by the carrier for any updates. The package may be held due to payment of customs duties or missing documents for importing the goods.
You can also contact our customer service if you have any further questions.
PRODUCTS
How to buy a gift card?
Looking for a last-minute gift or having trouble deciding? Then a gift card could be the perfect solution. With our wide range of high-quality posters and art prints, there's plenty to choose from.
How it works:
First, select the amount you want for your gift card here or contact our customer service team here if you need a gift card in a different amount than those available.
Shortly after purchase, you will receive a printable A4 gift card by email. To download the gift card, please click on the link in the email.
The gift card is non-refundable and cannot be exchanged for cash. The gift card is valid for 3 years.
What is included in your free framing service?
If you purchase a print and a matching frame, we will frame the print for you free of charge unless you specify otherwise. The print will then arrive ready to hang on your wall.
If you do not wish the print to be framed in the matching frame, the print will simply be packaged in a separate cardboard tube or flat cellophane bag and included in the same package as the frame.
All frames are shipped in extra strong protective cartons suitable for international shipping.
Frames for very large prints:
We do not offer matching frames for our 100x100cm and 100x140cm art prints. Please consult your local framer for available options. We always recommend having very large prints professionally framed to avoid warping or curling of the paper.
Please note: We do not frame prints in our Moebe frames.
What is the quality of the paper?
All prints are giclée printed on 265gsm cotton fine art paper with a matte, uncoated finish and a lightly textured surface that ensures a rich, vibrant display of colours.
Giclée is a printing technique used to achieve intense, saturated colors and a greater variety of depth and tone. Combined with premium fine art paper, it ensures archival color retention for the greatest possible resistance to aging.
Prints that are not part of our own collection may have different quality and texture, which is indicated in the description of each specific print.
How accurate are the colors in the images?
Due to differences in calibration between computer monitors, tablets, smartphones, etc., the colors of our art prints and frames featured on our website may vary slightly from the actual art prints and frames.
You can always contact our customer service team here if you have any questions regarding colors.
Can an item be out of stock?
All products presented on our site are in stock, unless otherwise indicated.
However, if for any reason a purchased item should be out of stock, you will be notified by email. If the item is back in stock, you can choose to wait or cancel the order.
Can I order a custom frame?
We do not offer custom frames. Under each frame you can see the different sizes and prices available.
We have frames available in all standard sizes.
The width of the frame is about 1.4 cm
The depth of the frame is approximately 1.5 cm
Frame sizes: A1, 60x80cm, 70x70cm and 70x100cm frames have an approximate width and depth of 2.0cm.
What frame sizes do you offer?
We offer frames in most standard sizes. View all frames here.
Most of our frames are made with real glass, but please note that sizes: A1, 60x80 cm, 70x70 cm and 70x100 cm come with polystyrene (plexiglass) glass which looks like regular glass.
Please note: We do not offer matching frames for 100x100 cm and 100x140 cm prints.
The width of the frame is about 1.4 cm
The depth of the frame is approximately 1.5 cm
Frame sizes: A1, 60x80cm, 70x70cm and 70x100cm frames have an approximate width and depth of 2.0cm.
How to frame an art print?
It is very easy to frame prints yourself. Simply open the metal clasps on the back of the frame and remove the back panel. Now you can place the print in the frame and reattach the metal clasps.
We suggest handling your print with clean hands and without jewelry to avoid any marks or scratches on the print.
How to hang a frame?
All frames come with two brackets on the back so you can easily hang them vertically or horizontally depending on your preference.
We recommend using screws and anchors suitable for your wall.
Note: We advise you to avoid hanging the frame on the wooden part, as this will cause the frame to bend.
Is the white border part of the print?
When you see a print with a white outer border, it is part of the print design and is included in the print size measurements in cm.
If the print has a white border, we cannot offer the print without it.
Can I order a custom print?
We offer a wide range of standard print sizes for our products. Under each print you can see the different sizes and prices available.
We understand that there may be instances where a specific size is essential to your vision, and we are here to explore the possibilities. However, we are only able to offer prints in our standard sizes below:
A4 EUR
A3 EUR
A2 EUR
A1
30x40 cm
40x50 cm
50x50 cm
50x70 cm
70x70 cm
70x100 cm
100x100 cm
100x140 cm
However, it is essential to note that not all prints are eligible for custom sizing due to the nature of the original print file.
When custom printing is an option
While we do not offer custom prints for every design in our collection, we do offer flexibility for certain prints where possible based on the capabilities of the print file.
How to request a custom print
If you have your heart set on a particular size that is not one of our standard options, here's what you need to do:
Step 1: Contact our customer service team here. In your request, please include details of the print you are interested in or a link, as well as the specific size you have in mind.
Step 2: Our team will carefully assess your custom print request. We will consider factors such as quality, resolution, and suitability of the original image for resizing without compromising the integrity of the print.
Step 3: If we determine that your custom printing request is possible and will not compromise image quality, we will respond with details on how to proceed, including pricing and payment instructions.
Please note
An additional administrative fee of EUR 15 will be added to the total amount.
Custom prints are non-refundable due to their personalized nature.
PAYMENTS
Can I pay with a gift certificate?
Yes, of course, you can place an order using a gift certificate.
Please enter your 15-digit gift certificate code at the top of the checkout page
What type of payment is accepted?
We accept payments by VISA, VISA Electron, Mastercard, Maestro, American Express, MultiBanco, as well as PayPal, Apple Pay and Google Pay.
It is also possible to make payment via bank transfer. Please contact our customer service team here for more details.
I get an error message when I try to pay?
There are many reasons why your payment was declined by your bank. You may need to contact your bank to resolve the issue. Sometimes, trying again later can also be a solution.
You can also make payment via PayPal or try with another payment card.
If the error you are experiencing is not payment related, make sure to take a screenshot of the error message and contact our customer service team here. We will then take the necessary steps to resolve the issue.
I paid with MultiBanco but why haven't I received an order confirmation?
If you paid via MultiBanco and have not received an order confirmation, your MultiBanco payment may still be pending. Make sure to finalize your order and approve the payment via MultiBanco as soon as possible.
RETURNS & COMPLAINTS
How do I return my order?
We offer a 30 day return period from the date of receipt if you change your mind.
Items must be returned in their original condition and in the original undamaged packaging or a similar protective tube or box.
Please note that all returns are at your own risk and expense.
If you wish to make a complaint of any nature, please contact our customer service team here.
If you are returning from a country outside the EU: make sure you complete the appropriate documents so that the package does not get stuck at customs.
Can I exchange an item?
If you would like to make an exchange, please initiate a return by following our return instructions.
Then you just need to place a new order. This way, you will receive the desired item(s) as soon as possible.
Do you offer free returns?
Unfortunately, we do not offer free returns.
Return costs are the responsibility of the customer.
When can I expect to receive the refund?
Once we receive your return, we will aim to process it within one week, but no later than 14 days.
Once we have processed the refund, we will notify you by sending you a confirmation email.
The refund will always be made to the payment method used for the order. It may take up to 10 business days for the refunded amount to appear on your bank statement, depending on your bank and payment method.
If you do not see that your refund has been issued after 14 days, please contact us here with your order number and return tracking number.
My order arrived damaged. What should I do?
We do our best to ship all orders safely. If your order arrives damaged for any reason, please notify us immediately (no later than 30 days of arrival).
We always offer to ship replacements for damaged or defective items. We cannot offer a full refund. If you do not wish to have a new item shipped to you, we ask that you please initiate a return process or make other arrangements with our customer service team.
As we are a Denmark based company, we have to follow EU laws regarding shipping guidelines. This means that our company policy is to always provide replacements for any defective and/or damaged items.
Important: Be sure to take photos of the package and the damaged product(s) upon arrival.
I received the wrong item. How do I solve this problem?
We are very sorry that you received the wrong item.
Please take photos of the items you received as well as the packaging they arrived in and provide them to our customer service team here immediately.
We will then ensure that the correct item is dispatched as soon as possible.
As a company based in Denmark, we have to comply with EU laws regarding shipping guidelines. This means that our company policy is to always provide replacements for any incorrect items received.
I am missing an item. How do I solve this problem?
If your order contains multiple items, it is possible that it was shipped in multiple packages. One of the packages may still be on its way to you. Please check your tracking link provided by DHL or GLS.
If all packages have been delivered according to the tracking link, please contact our customer service team here immediately and no later than 14 days (if your package was shipped with GLS no later than 5 days). Please attach photos of what you received and the packaging in which it arrived to your request. We will then immediately find a solution and send you the missing item as quickly as possible.
WORK WITH US
Collaborate with us
If you would like to participate in promotional activities or product collaborations with us, we would love to hear from you. Please contact us at contact.murodeco@gmail.com
Press Inquiries
For all high and low resolution pack photos, close-ups and lifestyle images. Please contact our PR and Marketing Manager, Louise, at: contact.murodeco@gmail.com
All images are produced and styled by our talented in-house creative team for professional use only with proper credits.