FAQ
FREQUENTLY ASKED QUESTIONS
Ordering
Can I track my order?
Yes! We ship worldwide using DHL. Confirmation emails and texts are sent out automatically however these often land in spam folders. Once your parcel has been dispatched you will receive a secondary email which includes your tracking link.
If you do not add an email at checkout, these will not be sent. If you have any issues with locating your tracking details, please email us on thepostergrid@gmail.com and we will be more than happy to help.
How will I know if you have received my order?
Once your order has been received by us, you will receive an email with a order confirmation.
If you have not yet received this email, contact thepostergrid@gmail.com.
I get an error message when I try to pay?
The payment might have been declined by your bank for which there can be numerous reasons. You might have to reach out to your bank in order to solve the problem. Sometimes trying again later can also be a solution.
Alternatively, you can make the payment via PayPal or try with another payment card.
If the error you are experiencing is not payment related, please make sure to take a screen shot of the error message and get in touch with our Customer Service Team here. We will then take the nesecary actions to solve the problem.
What happens if I am not home upon delivery of my order?
If DHL is not able to deliver your order they will contact you either by phone or e-mail to schedule a re-delivery or with the information on where to collect the parcel.
How to return my order?
My item arrived damaged
Very rarely items can be damaged in transit. If this happens, don’t worry—just reach out to us within 14 days of receiving your item, and we’ll arrange a free express replacement for you.
I ordered a print or frame, but changed my mind and I want to return it
No problem, we get it! Contact us within 14 days of receiving your order and we can discuss your options to return it for a full refund.
When can I expect the refund?
Once we have received your return, we will strive to process it within a week - but no later than 14 days.
As soon as we have processed the refund, we will inform you by sending an email confirmation.
The refund will always be made to the payment method used for the order. It may take up to 10 business days for the refunded amount to appear on your bank statement, depending on your bank and payment method.
If you do not see that your refund has been issued after 14 days, please contact us here with both your order number and the return tracking number.
Products
Can I order sizes that are not listed on the website?
Yes, if you want another size or if you have a frame already and would like us to resize a print for you, please email thepostergrid@gmail.com
Do you offer custom prints?
Yes! We offer custom prints.
Please contact us at thepostergrid@gmail.com to discuss how you'd like us to customize your print!
Do you sell gift cards?
Yes, we do! We offer digital gift cards in multiple denominations, which can be used on all products in our store. Once purchased, the gift card is available for 1 year and it is sent directly to the specified email address after payment is completed. It’s also easy to print if you’d like to give it as a physical gift.
What type of paper do you use for your art prints?
Paper Weight: 200 gsm (80 lb), thickness: 0.22 mm (8.7 mils), durable and long-lasting.
Paper Finishing: Matte, smooth, uncoated finish, non-reflective surface.
Protection: Shatterproof plexiglass protects the poster and ensures the poster stays in excellent condition.
Sustainable Paper: FSC-certified paper, supporting sustainable practices.
Do you offer frames for sale?
Yes, we do! We offer premium wooden frames.
Ready-to-hang: Includes hanging kit, ready to hang directly on the wall.
Frame Material: Responsibly sourced and durable oak and ash wood.
Frame Color: Natural wood, black, and white, showcasing the distinct wood grain.
Frame Measurements: 20mm (0.79") thick and wide, wider than the classic 14mm (0.55") frame, balancing durability and style.
Sustainable Frame: FSC-certified frame, supporting sustainable practices.
Can I find your products anywhere else?
Yes, we also have an Etsy store that sells some of the prints that we have here as well, but only in digital format.
This is the link to the Etsy Store:
https://honeyvibess.etsy.com
Shipping
Do you offer worldwide shipping?
Yes, we offer worldwide shipping using DHL. All orders have track and trace. Tracking information will be sent to you in a separate e-mail from DHL once your order has been dispatched.
What are your delivery times?
United States (USA)
DHL Economy: 4-6 business days
DHL Express: 3-4 business days
Europe (EU)
DHL Economy: 3-6 business days
DHL Express: 1-2 business days
Rest of the world
DHL Economy: 5-12 business days
DHL Express: 4-6 business days
These times are estimated and may be longer, especially during peak periods or holidays. Shipping costs are calculated at checkout. Rates may differ depending on your payment currency.
How much is the shipping cost?
The shipping cost depends on the volume and items of the order as well as the shipping method and where you are based.
We offer free shipping if you order is €50.00 and up! You can check out the total shipping cost at checkout.
How is my order packaged?
Shipped in robust, protective packaging.
The frames come pre-packed with corners and film and then packed in a box with strong edges to protect the frames.
I-beams are used in addition, to give the package additional sturdiness and for multi-item orders (max 2 frames in one package).
Posters are packaged separately in an inner paperboard folder. We utilize either flat or triangular boxes for our posters, carefully
selecting the packaging based on the poster's size, production location and shipping destination. This approach ensures the lowest damage rate.