Order Processing and Delivery
We aim to process and dispatch the orders as quickly as possible, the customer care team will contact you within 24 hours the latest (excluding Sundays), and if you order from stock, we will ship your package next business day after the order’s placed.
When ordering, please kindly enter the contact details carefully. We will use your email address as a priority communication channel, the phone number is mainly required for courier delivery and can be used by the courier and customs broker to contact you upon your order.
Important: if you have provided a Gmail address, please make sure to check the Promotions folder too as our emails may arrive there.
After your order is shipped, you'll receive a tracking number and contact details of the carrier in your country, you could also contact us for help and clarify the status of the order. We ship with DHL/UPS express courier service, and it only takes 2-5 business days to deliver the package (excluding customs clearance time). All parcels are being sent in a secure package for the maximum safety of your purchases.
Taxes and Duties
Buyers are responsible for any applicable customs duties or taxes. If your order value is below £135 for the UK or below €150 for the EU countries, we will be legally not allowed to ship it until the tax is fully paid. This means that if you order the goods valued less than the stated amounts, we will issue a separate invoice for you to pay the taxes before we ship the order. For all the other countries the tax prepayment is not required.
We do our best to make sure you get the item you like! Therefore, we request your approval for the custom made surfaces before the shipping. Please note that we can’t ship a non-approved item thus you’re kindly asked to check your mailbox within the estimated production timeframe provided in the order confirmation email. If you order a premade backdrop from stock, the website shows exactly the photos of that particular surface you’re getting.
The preview pictures are the images of the surfaces taken by our photographers with artificial light. They are not edited in photo editor thus their hue and color temperature may slightly differ from the art pictures of the backdrops demonstrates on the website. If you have any doubts or questions on the ready surfaces, please raise them before approving the images. We would be happy to upgrade the board where (and when) possible to meet your expectations (the decision on whether it is possible to upgrade the board if there are any significant changes requested is being taken after we review your comments with the professional designer working on your board).
Please be aware that we can’t accept any complaints on approved surfaces if you’re unhappy with how they look when they are delivered to you. Therefore it’s extremely important to make sure that you are fully happy with the preview images prior approving them.
We accept PayPal, credit card payments, bank transfers. Please note that following Russian legislation we’re only allowed to work with the PayPal accounts set up as personal. If you only have business PayPal profile available, please choose another payment option.
If you have any issues with making the payment, please contact us on firstname.lastname@example.org
Claims on damaged/defective/wrong items received
If your parcel was damaged during the shipping, looks defective to you or there are missing/incorrect items, you must notify us within 2 days since the date the package was delivered, providing the high resolution pictures of the damaged item photographed from different angles (please include the wide shot and closeup of the damage), high resolution pictures of the external and internal packaging the items arrived in (regardless of whether it has any damages or not), general description of the claim and your order number. We will review the case and get back to you with the outcome within up to 14 days (depending on case complexity, parties involved etc). If we are not notified within 2 days after delivery, we reserve the right to refuse the claims related to missing or damaged items as that delay significantly limits our capability to investigate the case.
Claims on damages received during the use
Please be informed that while we use high-quality water-resistant materials to prolong the life cycle of the backdrops, this doesn’t fully protect them from food/liquids impact thus you are required to work gently with the finishes, remove any dirt right after the shoot, use utensils wherever possible, not to leave water/liquids on the surface for too long, not to allow the contact of coloring food/liquids (e.g. matcha tea, berries, coffee, tomato sauce etc) with the surface. We reserve the right to refuse the claim on damaged finish, if after reviewing the case we consider the surface was affected (stained, scratched etc.) by improper use. Please refer to “How to store and take care of our backdrops” section before starting to utilize the backdrops.
Order cancellation & return of non-used item
You could cancel your order for free within 3 days after it is placed if placed mistakenly. In this case we will offer you a 100% refund.
If you decide to cancel the order after we have started production, please email us immediately providing the explanation and we would try to find a way to meet your needs (all the decisions are made individually based on each case review).
If you want to return the items after you receive them because you don’t like them/don’t need them any longer, you must inform us within 3 days after receiving the package.
To return the item, you would need to pack it safely and ship back to us at your expense with a tracking number provided. The item should be in its original, unused, unaltered and unwashed condition and needs to be be returned with original tags and packaging. Returns sent not in brand new condition will not be refunded.
Please consider that we are not responsible for return of shipping costs or missing shipments thus we do recommend you to use a carrier with trackable and insured delivery. Once we have received the returned item, assuming there is no damage, we will notify you and start the refund process (in your original payment method within up to 5 days). Please bear in mind that shipping/custom fees and taxes that were paid by you to receive the package are not refundable.