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Frequently Asked Questions
We've compiled our most frequently asked questions for your convenience. If you can't find what you're looking for, don’t hesitate to reach out to our Customer Service.
Our Products
WHAT PAPER DO YOU PRINT ON?
Our range of Open Edition prints are produced on Hahnemühle Photo Rag 308gsm matte FineArt paper. A genuine art paper, made out of 100% cotton rag that meets the highest archival standards.
Our Limited Edition prints are carefully produced on a selection of premium papers chosen by the artist to enhance the unique qualities of each photograph. With few exceptions, we use Hahnemühle’s exclusive cotton-based papers, renowned for their exceptional quality.
ARE YOUR PRINT SHOP CERTIFIED?
Yes, our print shop is a certified Hahnemühle studio.
DO YOU OFFER PRINTS IN LIMITED EDITION?
We offer prints in both Limited and Open Edition.
Open Edition - Prints with no set edition size, allowing us and our artists to offer an affordable price without compromising on quality.
Limited Edition - Our most exclusive artworks sold in predetermined and limited series, signed and numbered.
DO YOU OFFER FRAMING SERVICE?
Yes, we offer complimentary framing with the purchase of a framed artwork (with the exception of 100x140 cm artworks and some Limited Edition pieces).
HOW TO FRAME 100x140 CM ART PRINTS?
We currently can't offer framed large format art prints ready to hang due to the significant shipping challenges associated with sending large sizes in flat packaging. Therefore, large format prints will be delivered as art prints only, in a specially designed tube.
We advise getting your large format artwork framed at your local framing shop to ensure it is handled and mounted with due care.
DO YOUR FRAMES COME WITH GLASS?
Our frames come with shatterproof acrylic glass.
CAN I BUY YOUR FRAMES SEPARATELY?
All our frames are available for separate purchase. In response to customer requests, we have made our frames available for standalone purchase for some time now.
WHERE ARE YOUR FRAMES MANUFACTURED?
The wooden profile we offer, currently in black, white, oak and wenge, are crafted with care in Germany.
ORDER AND RETURNS
HOW DO I KNOW IF MY ORDER WENT THROUGH?
Once your purchase has gone through, you should receive an order confirmation to the e-mail address you provided at checkout. It might take up to 15 minutes until you receive this email.
If you don't receive an order confirmation, please check your spam folder. If you can't find it there, it could mean something went wrong with your purchase or that you entered the wrong email address when placing your order. If so, contact us at customerservice@moutife.com and we will solve this for you.
CAN I CHANGE OR CANCEL MY ORDER?
We can change or cancel your order as long as it has not been processed by our print shop. Contact us as soon as possible at customerservice@moutife.com and we will do our best to assist you.
Please note that we are unable to make any changes or cancellations to orders after 24 hours.
WILL I HAVE TO PAY CUSTOMS CHARGES?
Please keep in mind that duties and taxes may apply if an order is shipped to a delivery address outside the EU. These costs are not included in the final price at checkout. Any charges on a parcel must be paid by the person receiving the parcel.
Moutife has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.
Please check with your local customs office to get an idea of any duties or taxes that may apply.
CAN I MAKE A RETURN?
Since most of our products are custom-made to order, we are generally unable to accept returns. However, customer satisfaction is our priority, and we always find a solution if a customer is not satisfied. Also, if an artwork arrives in anything less than perfect condition, we will promptly resolve the issue or replace the artwork.
For detailed information, see our Return Policy.
WHAT HAPPENS IF MY PACKAGE ARRIVES DAMAGED?
If for any reason your artwork arrives in anything other than perfect condition, please let us know, and we will promptly replace it for you.
Please send us photos of the damaged artwork along with the packaging it arrived in, so we can assist you as quickly as possible. Be sure to include photos of the box or packaging your artwork arrived in, even if there are no visible signs of damage.
PAYMENTS
How do I know I can order safely?
Our website uses SSL (Secure Socket Layer), a trusted security protocol that encrypts data for secure transmission, ensuring your personal information remains private and protected. SSL also verifies the authenticity of the connection to prevent tampering.
Additionally, all payments are processed through Klarna, a globally recognized and trusted payment provider, ensuring your transactions are safe
What payment methods do you accept?
We use Klarna as payment provider, and the available payment methods are clearly shown during checkout.
Delivery
DO YOU SHIP TO MY COUNTRY?
We currently ship to the following countries:
Australia
Austria
Belgium
Bulgaria
Canada
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Italy
Japan
Latvia
Lithuania
Luxembourg
Malta
Mexico
Netherlands
New Zealand
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
South Korea
Spain
Sweden
Switzerland
United Arab Emirates
United Kingdom
United States
If you can't find your country above send us an email to hey@moutife.com and we'll see what we can do.
HOW MUCH DOES SHIPPING COST?
Shipping costs vary based on the destination, shipping method, and order size. You can see the exact shipping cost at checkout before completing your order.
HOW LONG WILL DELIVERY TAKE?
Open Edition prints, frames and other accessories to the United States: 5-9 business days .
The delivery time and availability of Limited Edition prints are stated on each product page.
MY ORDER SEEMS TO BE LOST, HOW DO I PROCEED?
If you have received a delivery notification from us but have not received your package within 9 business days, let us know at customerservice@moutife.com and we will help you track it down.
However, even if we are happy to assist you, the fastest and easiest way is often to contact the freight forwarder directly with the details found in your shipping confirmation.
MY ORDER ARRIVED DAMAGED, WHAT SHOULD I DO?
On the rare occasion that a print or frame arrives in anything less than mint condition, contact us right away. We ask you to include some photos of the damaged product and its package to return@moutife.com and we will assist you from there.
WHAT HAPPENS IF I DON’T COLLECT MY PACKAGE?
If for any reason (including the intention of cancelling your order) you don’t retrieve your package from a service point, it will be returned to us and processed as a return.
A fee of 25 USD is charged for all uncollected parcels. The fee covers administration fees, return postage, and handling.
If you change your mind after the parcel has been sent, we recommend you to still collect it from the service point and then proceed with the return to avoid this cost.
PROMOTIONS AND DISCOUNTS
WHAT ARE THE CONDITIONS FOR DISCOUNTS?
All discount codes are valid only on products offered at regular price.
Discounts only apply on products covered by the specific offer/code. Also, discount does not cover other costs at checkout such as shipping fees or the like.
You can't combine multiple discount codes.
Do you offer discounts?
We rarely offer discounts. That being said, if you sign up for our Membership Program, you will receive instant access to our 20% introduction offer and various other member benefits.
MEMBERSHIP PROGRAM
HOW DOES THE MEMBERSHIP PROGRAM WORK?
When signing up for our Membership Program, you gain access to all our membership benefits, including instant access to our exclusive 20% off introduction offer. As a member, you will receive occasional offers, enjoy early access to upcoming releases, and gain access to exclusive loyalty benefits, and much more.
It’s easy (and free!) to create an account. Sign up here.
B2B AND TRADE ORDERS
DO YOU OFFER TRADE ACCOUNTS TO PROFESSIONALS?
Yes! Are you an interior designer, stylist or trade professional working on residential or commercial projects?
CAN I PAY BY INVOICE?
If you are a new customer interested in placing an order by invoice, please email our customer service team, and we will assist you further.
If you already have a Trade account, email us at trade@moutife.com , and your account contact will get back to you to assist with your order.