FAQ 

Orders 

Why have I not received an order confirmation by e-mail? 

If you have placed an order with Poster Store but have not received an order confirmation email, please contact us using the contact form  and we will update your order information so you can receive your order confirmation properly. 

How do I know my order went through? 

An e-mail with an order confirmation will be sent to the e-mail address that was given when completing the order. If you have not received your order confirmation, please check your spam folder. Please note that it can take up to 24 hours before you receive the order confirmation. 

If you checked your spam mail and waited 24 hours and still did not receive the confirmation e-mail, we recommend you contact us by our contact form, so we will investigate this for you. 

What happens when I enter the wrong address? 

If you have provided incorrect information such as a delivery address, email address or telephone number etc. Please contact our customer service as soon as possible so they can manage to change your information prior to sending your order. Unfortunately, if the incorrect information affects the delivery of your package and your order is already sent out before you contact our Customer Service, as a customer you're responsible for the extra costs that may occur. 

Can I make changes to my order after it is placed? 

We know you need your products fast. As soon as you have placed the order, we’re on it! Unfortunately, this means we will be unable to make any changes as it is already being processed at the warehouse (usually within seconds). 

How can I cancel my order? 

Contact us as soon as possible through our contact form. However, we can't guarantee that we'll have enough time to cancel your order, as our packing/shipping department prides itself on getting products heading our customers' way quickly. 

Claim 

What if my package and products were damaged upon arrival? 

If your package and products were damaged upon arrival contact us as soon as possible with pictures both of the damaged package and the damaged goods. You can do this through the contact form. As soon as we receive the pictures of the damaged package and products, we will handle you request. Please not send back the damaged products to us on your own behalf. 

I have gotten the wrong products what to do? 

Please start with double-checking your order confirmation to see what you ordered. If you have not received the ordered product please contact us. 

The acrylic glass is blurred. How is that possible? 

The acrylic glass (plexi glass) in our frames is protected by the plastic film on both sides, don't forget to remove it before using it. We use this foil to protect the acrylic glass during storage and transit.  

Delivery  

How long is the delivery time? 

Our delivery time is 4-7 business days to Japan, calculated from the day you receive the delivery confirmation. 

Additional delivery information: Holidays and weekends may affect the timely delivery of your parcel. We will do our best to get your parcel to you as soon as possible and thank you for your understanding. 

IMPORTANT: Due to high volumes of parcels handled by our freight partners at the moment, if the parcel can't be delivered to your home address, the parcel will be re-directed to the nearest pick-up point. 

Which delivery option are you offering? 

We utilize different shipping partners, depending on the size of your order. Once you've added your products to your cart, and proceeded to checkout, you'll be able to see which service your order will ship with. 

What are the delivery cost? 

Free shipping on orders over 10.999 Yen. For orders under 10,999 Yen, we will charge a fee of 2600 Yen 

How can I track my package? 

Your order will be packaged and sent out as soon as possible. As soon as it has been picked up by the freight company we will activate your parcel number, after which you will receive another email that includes the tracking link. It can take up to 48 hours for the tracking link to be activated.  If you do not receive a tracking link, please contact us over our contact form. 

Do I have to pay a Duty or Custom Fee? 

Orders shipped to Japan may be subject to import taxes or customs duties. The poster store is not responsible for these additional charges. 

Why can I not see any update in the tracking link? 

Once your order has been dispatched from our warehouse you will receive your parcels tracking link in your shipping confirmation email. Note that it may take 48 hours from when you received the shipping confirmation email before the tracking link is active. 

What happens if I do not collect my parcel? 

In the event that products are returned to us due to customers failing to pick up their package, we charge a 3700 Yen. This covers shipping to and from you, as well as handling and restocking of products.  

Return 

Can I return my order? 

Yes, there is a 90 - day return policy for products purchased at posterstore.jp 

Can I return frames when they are unpacked? 

The frames cannot be returned if the self-adhesive plastic foil, which serves as a protective layer to protect the glass from scratches, has been removed from the frames. However, you can return the frames if only the outer non-adhesive plastic layer has been removed. 

How do I return my order? 

Returns must be returned to Sweden. 

The parcel must be packed in the same way as when the customer received it from our company. 

Please, register your return via the link below to get the return instructions 

Register return   

Can I exchange a product? 

If you would like to exchange your received products for something else, it is processed like a regular return. The products that will be returned must be in original packaging and condition. We will refund you as soon as we receive the products. You can then make a new purchase in our webshop. 

Does it cost to return items? 

In the case of a return, the customer will have to bear the cost. 

Payments 

Can I pay by card? 

Yes, Visa, Mastercard, Maestro, JBC, UnionPay, and American Express. 

Can I pay with ApplePay? 

Yes, ApplePay is provided as a payment method, and you can select it at checkout. 

How to place an order as a company? 

We are not offering company (B2B) orders at the moment but hope that we will do it in the future.  

Products 

Frames 

General information 

The frames are easy to open on the back and have metal hangers to ensure easy hanging on the wall in both landscape and portrait format. Our golden frames have a glossy surface and shiny. The wooden frames have a very genuine look and feel. All of our frames have glass-clear acrylic glass which means that they weigh less and there is no risk of shards if the frame drops in the floor. The acrylic glass is protected by the plastic film on both sides, to give a flawless finish and the same feel as when you remove the plastic protector off a new phone. Acrylic glass has the same reflective properties as glass. 

Poster 

What kind of paper quality do you use? 

The posters are printed locally by Sweden's most renowned printing company, awarded the Nordic Swan Ecolabel, the Swedish symbol for environmentally friendly and sustainable production, and certified according to FSC and PEFC. We searched long for the best paper and eventually fell in love with Munken Kristall, a premium quality design paper, which ensures the perfect quality for us. The paper is environmentally certified by FSC and PEFC. It is uncoated matt paper without reflection and has a total weight of 200g/m2, giving it a distinctly exclusive feeling. It also delivers superb color and image reproduction. The certifications ensure that the wood used for our posters comes from responsibly managed forests that meet the highest environmental and social standards. 

Is a frame included in the price of the poster? 

No, we sell posters and frames separately. The frame is not included in the price of the poster. The frame must be purchased separately. In our e-shop you can choose several types and sizes of frames. 

Collaboration/Press 

BRANDBASSADOR 

Brandbassador is a brand-building platform through which you can become a brand ambassador for Poster Store and get rewards in the form of vouchers for the content you choose to share with your followers- see more about our Brandbassador program here 

To become a Poster Store Brandbassador you need to create a Brandbassador account in the app here. If approved as one of our Brandbassadors, you can start completing missions for Poster Store. On the platform you will find the different types of available missions you can apply to. A mission will usually involve sharing your content and receiving a reward in return. 

• We aim to respond to all applications within 3 business days and will inform you as soon as your application has been reviewed. 

• If you have any questions or issues regarding the Brandbassador app, you can always find answers directly on the Brandbassador app. You can also read more about Brandbassador in their FAQ section. 

• If you have other questions regarding a collaboration, please get in touch with us in the Brandbassador message center. 

Artist/photographer 

Please send a mail to artist@posterstore.com. 

Press 

Please send a mail to pr@posterstore.com. 

Retailer 

We have decided that at this time we will not cooperate with resellers but will offer this in the future.