Frequently Asked Questions
In our FAQ we have gathered the questions we get the most. If you don't find your answer below, please feel free to contact our Customer Service.
WHAT PAPER DO YOU PRINT ON?
Our range of Open Edition prints are produced on a matte 210g paper, made of 100% alpha-cellulose. It has a smooth surface texture and the paper allows for excellent colour reproduction and clarity.
Limited Edition prints are produced on Hahnemühle’s most exclusive cotton-based papers.
ARE YOUR PRINT SHOP CERTIFIED?
Yes, our print house is a certified Hahnemühle studio.
CAN YOU MAKE THE PRINTS IN CUSTOMIZED SIZES?
Normally we are unable to customize prints. If you are looking for a certain Open Edition print in large format, you are welcome to reach out.
In rare cases, and after discussion with involved artist, we might also offer other sizes upon request. But naturally, such special production will come with a higher price tag.
HOW TO FRAME 100x140 CM ART PRINTS?
We do not offer frames for our 100x140 cm art prints. We recommend that you mount a large format print before you frame it to keep the paper from curving or buckling.
Consult your local frame shop.
ARE YOUR PRINTS LIMITED?
We offer prints in different editions, shortly explained below.
Open Edition - Art prints with no set edition, available in different sizes and executions. An affordable and authentic alternative to posters.
Limited Edition - Our most exclusive artworks, each copy is produced with care using only the finest materials. Authentic, yet affordable, art for the 21st century art collector. Certificate of authenticity included.
DO YOU OFFER FRAMING SERVICE?
Yes, we offer complimentary framing service when adding a frame to the art print on the product page.
Note that we do not offer frames for 100x140 cm artworks.
DO YOUR FRAMES COME WITH GLASS OR ACRYLIC?
We use acrylic from Plexiglas® that offers high UV protection and comes with a 30 years guarantee against yellowing. It not only speaks for its quality but also protects your artwork and keeps it from fading. Even though it is more expensive than glass, we’ve chosen Plexiglas because of its superior protection qualities. Also, it is less likely to arrive to you damaged after shipping.
ARE YOUR FRAMES EQUIPPED WITH REAL ACRYLIC?
We offer real acrylic from the brand Plexiglas®.
One of the most common material used in frames today - and very often misleadingly called “acrylic” - is polystyrene. Polystyrene is a cheap alternative to acrylic which holds low UV protection, which is one of several reasons making it less suitable for framing art.
The fact is, that real acrylic is rare on the market today. The reason, the price on real acrylic is ten times higher than the price on polystyrene plastic.
WHERE ARE YOUR FRAMES MANUFACTURED?
The wooden profile we offer, currently in black, oak and wenge, are made in Germany and crafted with care from a manufacturer widely know for its quality.
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 either, 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 firstname.lastname@example.org 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 email@example.com and we will do our best to assist you.
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.
HOW DO I MAKE A RETURN?
Purchases may be returned within 30 days of the date of delivery.
To return a product, please send us an email with the e-mail address registered when making the purchase and include:
- The order number
- The name of the article(s) you wish to return
- Please provide the reason of your return.
Please send this email to firstname.lastname@example.org. As soon as we have received your email, we will provide you with all information you need incl. a return label.
We normally answer you within 48 hours.
Kindly note that after 30 days from time of delivery, we can't handle nor accept any returns.
CAN I EXCHANGE MY PRODUCT?
We don't handle exchanges. If you want to make an exchange please return your product and place a new order.
WHAT IS THE RETURN SHIPPING FEE?
You are responsible for the cost attributable to return shipping. Thus, we will deduct 6 USD (i.e. the cost for return shipping) from the amount we pay back to you for returned item.
WHAT HAPPENS IF THE PRODUCTS I RETURN IS DAMAGED?
You are responsible for return shipping, and we are entitled to compensation if products return to us in damaged condition. However, we understand that art prints are a fragile and delicate product and normally overlook and tolerate minor damages.
However, if we receive obviously poorly packed products, multiple damaged products or repeatedly receive returns from the same person in damaged condition, we will exercise our right to be compensated for the depreciation of the product.
As a damaged art print are unsellable it holds no or very low value. Thus, we are normally entitled to withhold the full amount in such cases. However, we nevertheless always offer a partial refund of 50% regardless of the condition of the returned product. For other product categories, compensation is decided case by case depending on the damage.
Naturally, the above is nothing we wish for. So please handle our products with care. It's in yours, ours, the artists and the environments best interest.
DO YOU SHIP TO MY COUNTRY?
We currently ship to the following countries:
United Arab Emirates
If you can't find your country above send us an email to email@example.com and we'll see what we can do.
DO YOU OFFER FREE SHIPPING?
We offer free shipping on all orders over 100 USD.
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 8 business days, let us know at firstname.lastname@example.org 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 email@example.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, you must still collect it from the service point and then make a return.
How do I know I can order safely?
We use SSL (Secure Socket Layer) which is a security protocol for secure data transmission over the Internet (or other networks). The SSL protocol provides an encrypted channel between sender and receiver. Encryption ensures that no one can tamper with the data (message integrity). The SSL protocol uses digital certificates to verify the sender and/or recipient of the data transfer (Server Authentication).
What payment methods do you accept?
We use Klarna checkout and the payment methods you can choose between are clearly stated at checkout.
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 to our Membership Program we offer member discount on almost all our artworks.
HOW DOES YOUR MEMBERSHIP PROGRAM WORK?
When signing up to our Membership Program you get access to exclusive benefits including member discounts on almost all artworks, early access to upcoming drops and much more.
It’s easy (and free!) to create an account. Sign up here.