FAQ

ORDERS

HOW DO I KNOW IF MY ORDER WENT THROUGH?

You will receive an order confirmation at the email address provided during checkout. If you don’t see it shortly after placing your order, there might have been an issue with the transaction. Please reach out to us, and we’ll be happy to help!

I DID NOT RECEIVE AN ORDER CONFIRMATION.

If you submitted an order with us, but didn't receive an order confirmation, it's possible that your email address was entered incorrectly. Be sure to check your Junk folder, as emails can occasionally be misdirected there. Get in touch with us by clicking HERE to see if we have received an order in your name. We're happy to fix the email address on file and send you the order confirmation. In other cases, the order may not have gone through, so just get in touch before placing a new order to avoid a duplicate order.

WHAT HAPPENS IF I ENTER WRONG INFORMATION?

If you've entered incorrect information, such as your address, email, or phone number, please contact our customer service team as soon as possible. We’ll do our best to update your details before your order is processed. However, if the incorrect information impacts delivery and your order has already been processed, any additional costs incurred will be the customer’s responsibility.

CAN I CANCEL MY PURCHASE?

If you need to cancel your order before processing begins, please call or email us immediately. We will do our best to help you, but as our team works quickly to get orders on the way, we cannot always guarantee cancellations. If your order was placed at the weekend or after office hours, you can also email us. 

CAN I MAKE CHANGES TO MY ORDER AFTER SUBMITTING PAYMENT?

We cannot make changes to an existing order, but if you contact us promptly, we may be able to cancel it before processing begins. Once the order is canceled, you can easily place a new order with the correct items. Please keep in mind that, due to our team’s dedication to efficient order handling, we cannot guarantee that cancellations will be possible.

WHAT IF AN ITEM IN MY ORDER IS OUT OF STOCK?

We would contact you regarding the item being out of stock. In case you have not been contacted about it, please reach out to our Customer Service team so we can assist you further.

HOW DO I BUY A GIFT CARD?

You can easily purchase a gift card on our website by selecting your desired amount and adding it to your cart. Once you proceed to checkout, the gift card will be sent as a digital file to the email address you provided. You should receive it within a few minutes. Be sure to check your Junk folder, as emails can occasionally be misdirected there. If you still haven’t received it, it’s possible the email address was entered incorrectly. please contact our customer service team, and they will be happy to assist you.

HOW DO I GIVE AWAY A GIFT CARD?

The gift card will be delivered digitally via email. After receiving it, you can choose to either forward the code electronically or print a physical gift card for the recipient.

WHERE DO I SEE THE REMAINING GIFT CARD VALUE?

You will be able to see the gift card value by first adding a product to your cart, and then entering your gift card code.

CAN MY POSTER BE FRAMED BEFORE IT IS DELIVERED TO ME?

Yes, if you’d like your posters framed, you can select the posters and frames you want, then add the framing service to your order. We’ll ensure everything is perfectly done for you!

SHIPPING/DELIVERY

WHERE DOES POSTER STORE SHIP FROM?

Orders placed at Poster Store are shipped from our distribution center in Bor, Czech Republic, using the chosen freight company.

WHAT IS THE COST OF SHIPPING?

If the total value of your purchase is less than 11999 JPY, a shipping fee from 4900 JPY will be applied.

For purchases of 11999 JPY or more, we deduct the shipping fee according to the delivery method that is chosen.

HOW CAN I TRACK MY ORDER?

You will receive an email with a tracking link as soon as your order leaves our warehouse. Be sure to check your Junk folder, as emails can occasionally be misdirected there.

Want to track your order right now? Click the link below and enter your order or tracking number along with the email address you used during the purchase process to get the latest updates.

https://posterstore.jp/tracking/

I DID NOT RECEIVE A DELIVERY CONFIRMATION.

You will receive an email with a tracking link as soon as your order leaves our warehouse. Be sure to check your Junk folder, as emails can occasionally be misdirected there. If you still haven’t received it, it’s possible the email address was entered incorrectly. Feel free to contact us here, and we’ll be happy to help!

CAN I CHANGE THE DELIVERY ADDRESS ONCE THE PARCEL IS DISPATCHED?

Unfortunately, we cannot change the delivery address once the parcel has been dispatched from our warehouse. You can reach out to our customer service team, and we will do our best to relay your request to the courier. However, we cannot guarantee that the courier will be able to process the change before delivery. We recommend that you also contact the courier directly to expedite the request.

HOW LONG WILL DELIVERY TAKE?

Shipping usually takes 4-7 working days. We make every effort to pack your order as quickly as possible and ship it from our fulfilment centre in the Czech Republic. Please note that processing may take up to 1-2 additional days due to delays with the shipping service provider or a high volume of orders in the warehouse.

What happens if delivery to my address is not possible?

Due to the current high volume of parcels at our shipping partners, it may happen that a parcel is redirected to the nearest collection point if delivery to your address is not possible.

If you haven’t received your order within the advertised delivery timeframe, please first verify that the information you provided is correct. If everything is accurate and you still haven’t received your order, contact our Customer Service team within 30 business days of placing your order, and we will be happy to assist you.

WHY HASN’T THERE BEEN ANY MOVEMENT ON THE TRACKING LINK?

We try to deliver all orders within the advertised timeframe, however it is possible that the courier might encounter some delays in the process. Once the parcel is moving, the tracking will be updated—this can take up to 4 or 5 working days. From there, delivery usually occurs on the same day or shortly afterward.

TRACKING INDICATES THAT MY PARCEL HAS BEEN DELIVERED, BUT I HAVE NOT RECEIVED IT.

When the tracking indicates that your order has been delivered but you have not received it, please check with your neighbors first, as freight companies sometimes leave packages with them without notifying you. If you have checked with your neighbors and the package is still missing, please contact our customer service for further assistance.

WHAT HAPPENS IF I DON'T COLLECT OR REFUSE MY PACKAGE?

If products are returned to us because customers failed to pick up their packages or refused delivery, a fee of 3700 JPY will be applied. This fee covers shipping to and from you, as well as handling and restocking costs.

DO I NEED TO PAY CUSTOMS FEES?

You will not be responsible for customs fees. If you are charged customs fees, please contact our customer service for assistance.

RETURNS/CLAIMS

RETURNS

CAN I RETURN MY ORDER?

When you place an order with Posterstore.jp, you are covered by our 90-day return policy. This allows you to cancel your purchase by reaching out to us within 90 days of receiving your order.

Please read the following to understand which items are eligible for return:

*Frame return policy: Frames cannot be returned if the self-adhesive plastic foil, which serves as a protective layer for the glass, has been removed. However, if only the outer non-adhesive plastic layer has been removed, you may still return the frames. Please ensure that the protective foil is intact to qualify for a return.

IS THERE A FEE FOR RETURNS?

Please note that customers are responsible for returning orders to our warehouse at their own expense. Once we have received the order and inspected the package and items, we will process a refund accordingly to the return items without deducting any return fee.

CAN I RETURN MY ORDER THAT INCLUDES A FRAMING SERVICE?

Yes. If you choose to return an order that includes a framing service, please note that the cost of the framing service will not be refunded, as the service has already been completed.

HOW DO I RETURN MY ORDER?

If you wish to return an order, please begin by using the link below to initiate the return. This step allows our warehouse to prepare for your return.

Create a return

After registering and providing the required information, contact us to request your pre-paid return label, which we will email to you.

Please note that customers are responsible for returning orders to our warehouse at their own expense. Once we have received the order and inspected the package and items, we will process a refund accordingly to the return items without deducting any return fee.

Collage Kit: To qualify for a refund, the collage kit must be returned with all 20 prints in their original packaging.

CAN I EXCHANGE MY ORDER?

If you'd like to exchange a product for something different, the process is similar to a regular return. Simply send us the item you wish to return, and we will issue a refund. After that, feel free to place a new order through our webshop for the item you want!

CLAIMS

WHAT TO DO IF YOU RECEIVE A DAMAGED OR INCORRECT PRODUCT?

If you receive a defective or incorrect item, we’re committed to resolving the issue promptly. Please email the following information by clicking here:

• The email address used to place the order
• Your order number
• Customer name
• Product number
• A photo of the damaged or incorrect item
• A photo of the package, if possible
• Batch number (for frame picture ledges or poster hangers)

Our customer service team will respond to you shortly.

You can find the batch code on a black stamp on the back of the product or on the product label.

DO I NEED TO RETURN THE DAMAGED PRODUCT I RECEIVED?

Please contact our customer service team for assistance with handling damaged products. When you reach out, be sure to include all the information requested under the question 'WHAT TO DO IF YOU RECEIVE A DAMAGED OR INCORRECT PRODUCT?".

TIME FRAME FOR REPORTING DAMAGED OR INCORRECT ITEMS.

You have 30 business days to file a complaint regarding damaged items due to shipping or if you received the wrong items. Please make sure to reach out within this time frame to ensure your issue is addressed promptly.

PAYMENTS/REFUNDS

REFUNDS

WHEN WILL I RECEIVE MY REFUND?

Poster Store strives to process refunds promptly, typically within 14 days. In the case of a return, we must receive either the returned order or proof of shipment before issuing a refund.

HOW WILL I RECEIVE MY REFUND?

If you paid for your order with a card, your refund will be processed back to the same card. For orders paid via PayPal, please refer to their customer service for further assistance.

Did you place your order during a promotional period or use a discount code? Once we receive your return, we will recalculate your order total. If the conditions of the promotion or discount are not met, the corresponding discount will be deducted from your refund.

WHY HAVEN'T I RECEIVED MY INVOICE?

Our system does not automatically send out invoices. If you would like to receive your invoice, please contact our customer service team, and they will be happy to assist you. Note that we can not adjust invoices.

PAYMENT OPTIONS

CAN I PAY WITH A CARD?

Yes, we accept Amex, Maestro, Visa and Mastercard.

DO YOU OFFER GOOGLE PAY?

No, we do not offer Google Pay as a payment option.

DO YOU OFFER APPLE PAY?

No, we do not accept Apple Pay as a payment option.

CAN I PAY WITH PAYPAL?

No, we do not offer PayPal as a payment method.

CAN I PAY BY INVOICE?

We do not offer an invoice payment method. However you can choose to pay with Klarna afterpay.

CAN I PAY WITH KLARNA?

No, we do not offer payment options through Klarna.

HOW DO I PAY WITH A GIFT CARD?

To apply a gift card or discount code, click on "Enter gift card/discount code" in the checkout area.

WHY WAS MY PAYMENT DECLINED?

If your payment isn’t going through, please check the payment options we offer, as this may be the reason for the decline. If the issue persists, feel free to reach out to our customer service team for assistance. We’re here to help!

WHAT CURRENCY DO WE USE?

All orders placed on Posterstore.jp are charged in Japanese Yens (JPY).

OFFERS/DISCOUNTS

WHY DOESN'T THE DISCOUNT APPLY TO ALL ITEMS IN MY ORDER?

Not all products are eligible for discounts. Items that typically do not qualify include Frames or Featured Artists, but are not limited to this.

Additionally, please note that existing campaigns and discount codes often cannot be combined. If you have any questions or need further assistance, feel free to reach out to our customer service team, and we’ll be happy to help!

WHAT IF I FORGOT TO ENTER MY DISCOUNT CODE?

If you forgot to enter your discount code, please contact our customer service team. We'll do our best to assist you!

WHY IS MY DISCOUNT CODE NOT WORKING?

If your discount code isn't working, please double-check the spelling to ensure it's entered correctly. Also, verify if there is an expiration date for the code. If everything seems correct and the code is still not working, please reach out to our customer service team, and we’ll be happy to assist you!

ABOUT THE PRODUCTS

POSTERS

WHAT KIND OF PAPER QUALITY DO YOU USE?

We print our posters on FSC Certified 200g/m2 uncoated premium paper. The paper is age resistant and we have chosen a matte surface without reflections to create a premium feel with no glare.

The paper used in our posters is produced in Sweden. The paper mill is certified by FSC and PEFC. The pulp used to create the paper is also certified by FSC and PEFC. These certifications ensure that the trees used in our posters have been harvested in compliance with all laws and regulations, as well as in compliance with the high demands from the FSC Organisation regarding social and environmental sustainability.

ARE FRAMES INCLUDED WHEN I BUY POSTERS?

No, posters and frames are sold separately.

IS THE WHITE BORDER INCLUDED IN THE POSTER SIZE?

Yes, if a poster is displayed with a white border, that border is included in the overall poster size, as it is printed directly on the poster.

WHAT SIZES ARE AVAILABLE FOR POSTERS?

We offer a range of sizes for our posters. You can view the available sizes on each product page. Please note that only the sizes listed on our site are available; we do not print custom sizes on demand.

FRAMES

WHAT MATERIALS ARE OUR FRAMES MADE OF?

Oak Frames: Made from solid oak, offering a natural and timeless look.

Black and White Wood Frames: Crafted from yellow poplar and painted for a sleek, modern finish.

Metal Frames: Our gold, silver, and copper frames are made from durable aluminum with a glossy finish, while Moebe frames are crafted from powder-coated aluminum for a matte appearance.

Acrylic Glass: All frames are fitted with lightweight, durable acrylic glass, providing a safe and long-lasting alternative to traditional glass.

HOW DO I HANG THE FRAMES?

Our wood frames feature two mounting hangers on the back, allowing you to choose between hanging the frame vertically or horizontally. The metal frames can be hung directly on the metal hanger used to secure the back, giving you the flexibility to select the orientation that suits your space best. For Moebe frames, you’ll hang them from the rubber band that holds the frame together. Please note that different wall materials may require specific hanging hardware.

ARE FRAMES INCLUDED WHEN I BUY POSTERS?

No, we sell posters and frames separately.

ACCESSORIES

PICTURE MOUNTS

Using a picture mount is an effortless way to frame and accentuate your poster, adding elegance and sophistication to your décor. A mount not only creates a harmonious balance between the poster and the frame but can also introduce a striking contrast to elevate the overall look.

Our pure white and pure black picture mounts are meticulously designed to maintain true-to-color precision, including the core. Whether you prefer the clean, crisp look of white or the bold, dramatic impact of black, our mounts are crafted to perfection. The paper used in the mounts is a perfect match to our posters, ensuring a seamless appearance. Plus, the acid-free composition guarantees lasting quality without compromising the artwork.

Crafted in Sweden, our mounts are 1.5mm thick and available in sizes perfectly suited to our frames and posters. Each product page provides clear guidance on which frame and poster sizes pair best with the mount. As a general rule:

Frame size = Outer dimensions of the mount.

Poster size = Inner opening of the mount.

POSTER HANGER

Display your favorite prints with elegance using our premium poster hangers, available in blac, white or oak finishes. Made from solid pine wood, these hangers feature a smart magnetic design that securely holds your poster in place without causing damage.

Perfect for both portrait and landscape formats, our poster hangers come in various sizes, making them ideal for a wide range of prints. Each hanger is complemented by a faux suede band in a matching color, adding a touch of sophistication to your display.

Elevate your wall art with this simple yet stylish alternative to traditional frames!

PICTURE LEDGE

Showcase your art and décor with elegance using our versatile picture ledges, available in oak, white, black, and dark oak. Crafted from durable MDF wood, these ledges are perfect for creating a chic gallery-style display in your home.

Measuring 70 cm, the ledge is easy to mount with the included screws and plugs. Pre-drilled holes ensure a hassle-free installation process. For a longer ledge, simply place multiple ledges side by side for a seamless look.

This stylish solution lets you refresh your wall art effortlessly, allowing you to switch frames and objects without adding new nails. With a maximum load capacity of 15 kg (depending on wall material), these ledges are designed for frames and lightweight objects.

POSTER STAND

Elevate your prints with our stylish poster stands, available in circular (tall and short) and rectangular shapes. Crafted from high-quality MDF material and painted in oak, black, or dark oak, these stands are the perfect blend of functionality and design.

Ideal for prints sized 13x18 cm or pieces from our collage kits, these versatile poster stands bring a modern touch to any table or shelf. Whether you’re styling a workspace, living area, or bedroom, they offer an elegant way to showcase your favorite art.

POSTER CLIPS

Stylishly display your posters and prints with our metal clips, available in black, gold, silver, bronze, and white finishes. Crafted from high-quality stainless steel with a matte finish, these clips offer a chic and minimalist solution for hanging your artwork.

Available in small and medium sizes, the clips are ideal for various poster dimensions. Use a single clip for smaller prints or pair two clips to securely hold larger artworks. The maximum opening of 14 mm ensures a firm grip, while the integrated hole makes wall mounting effortless.

POSTER HOOKS

Our white picture hooks are a practical solution for hanging framed art prints on walls made of cement, wood, or plaster. Designed for ease of use, the hooks can be quickly installed using a hammer, making it simple to display your framed art.

Each package includes two hooks, compatible with all our frames. These hooks are built to securely hold frames up to a maximum weight of 5 kg.

A reliable and efficient choice for showcasing your art with style!

RECYCLE GUIDE

Posters: Posters can be recycled as paper, allowing them to contribute to new paper production up to seven times.

Wooden Frames: Both the molding and backboard are recyclable as wood, which can be processed into wood chips for biofuel, providing an eco-friendly alternative to fossil-based fuels.

Wooden Accessories: These can also be recycled as wood, converted into wood chips, and used as biofuel to reduce reliance on fossil fuels.

Metal Frames: The metal molding can be recycled into new aluminum products, using 95% less energy than creating virgin aluminum. The backboard is recyclable as wood and can be repurposed as biofuel.

Plexiglass: Though not recyclable as plastic, plexiglass can be sorted as burnable waste and converted into energy.

COLLABORATION/PRESS

COLLABORATION

Please send a mail to internationalmarketing@posterstore.com.

HOW DOES A COLLABORATION THROUGH BRANDBASSADOR WORK?

Brandbassador is a brand-building platform through which you can become a brand ambassador for Poster Store and get rewards for the content you choose to share with your followers. To become a Poster Store Brandbassador you need to create a Brandbassador account 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.

WHEN DO WE NOTIFY IF AN APPLICATION IS REVIEWED?

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

DO YOU HAVE ANY QUESTIONS REGARDING THE BRANDBASSADOR APP?

You can always find answers directly on the Brandbassador app if you have any issues with the app or have any other questions about Brandbassador. 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 an email to artist@posterstore.com.

PR/PRESS

Please send a mail to pr@posterstore.com.

RETAILERS/RESELLERS

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