FAQ

FAQ

Order damaged on arrival

If you have received a product that is damaged or faulty in any way on arrival, please email our customer service team as soon as possible mail@soltunpeper.com and send us pictures of the damaged product and the packaging. We strive to have 100% satisfied customers and will quickly help you resolve any grievances.

What happens if i don't pick up my parcel?

If parcels reach us because the customer did not pick up the order from the parcel shop or refused to accept the order, we charge a fee of 35 euros to cover our costs for packaging material and shipping.

 

Can I change my order?

As soon as your order has been placed with us, it will be processed. Therefore, we unfortunately do not have the opportunity to make changes to your order.

Returns & Refundes

Can I return my order?

Yes, there is a 14-day right of return for products purchased from posterstore.de. This means you have the right to return your purchase by contacting Poster Store within 14 days of receiving the ordered product or the order reaching the collection point. 

Can I return the frame and calendar and ask for a reimbursement if they have already been unpacked?

After the frames and / or calendars have been removed from their original packaging, they cannot be returned. We only accept goods in their original condition.

If the frames and / or calendars are still in their original packaging and you would like to return them, please read the information below in "How do I proceed with a return?" by.

How do I proceed with a return / return?

The package must be sent back to Hamburg.

The return costs are 5,90 euros and will be deducted when your refund is credited.

The package must be packed exactly as you received it from us. It is important to re-roll the posters in the protective paper as this will ensure that they do not slip during shipping. When you've rolled the posters back into the paper, please use tape to make it easier for us to take it out of the tube when we return. Frames must be in their original packaging.

Contact us via our e-mail address and provide us with the following information:

- Order number

- Customer Name

- E-mail address that was used for the order

- Reason for the return

- Name of the products you return möchtest

The return process can take up to 14 days once you have returned the package. If the return is being processed in our warehouse, we will send you an email to confirm the return and issue a refund.

Can I exchange a product?

If you want to exchange your goods for other products, this will be handled like a regular return. The products you wish to return must be in their original packaging and condition. We will refund you the money as soon as we have received the goods. The refund will be made to the account used for the purchase. You can place a new order on our website.

What are the return costs? 

The costs for the return are 5,90 euros. These costs will be should not charged at the DHL return point, but deducted from your credit. 

The processing of the return can take up to 14 days from the time the return package is handed over to the transport company. As soon as the return has been received and processed, we will register the credit and send you a confirmation by email. Keep the receipt as proof of the return until you have received the return confirmation email.

What happens if i don't pick up my parcel?

For deliveries that are returned to us because the customer has not picked up the goods from the post office, we charge a fee of 35 euros to cover our costs for packaging material and shipping.