How can I track my package?
After placing your order you will receive an order confirmation via email. Your order will be packaged and sent out as soon as possible; the packages are picked up daily around 14:00hrs. As soon as it has been picked up by the postal service we will activate your parcel number, after which you will receive another email that includes the tracking link. If you do not receive a tracking link, please send an email to email@example.com and include your order number. Please name your email ‘Missing track&trace’ for faster processing. We will send you the missing tracking link as soon as possible. Through the link to this shipping carrier website you can see exactly where your parcel is by using your unique 10-digit parcel number. You can request this number by sending us an email: firstname.lastname@example.org
If you have any other questions regarding delivery or the status of your parcel, you can also contact Parcel Force, calls are charged at local rate.
Use the 10-digit parcel number as a reference; you can find this in your track&trace email or request it via email@example.com
I did not receive an order confirmation email?
If you have placed an order with Pixeep but not received an order confirmation email then you have probably provided us with the wrong email address. Please contact us using the contact form or email us at firstname.lastname@example.org and we will update your order information so you can receive your order confirmation properly.
What if I regret my purchase?
Contact us as soon as possible through our Contact form or send an email to email@example.com. If we have not yet packed your order we can fully refund it immediately. If the goods have already been packed and sent you will have to receive the first and send them back to us as a return, see below.
The acrylic glass is blurred. How is that possible?
The acrylic glass in our frames is protected by plastic film on both sides, don’t forget to remove it before using. We use this foil to protect the acrylic glass during storage and transit.
May I return frames and request a refund when I’ve unpacked them?
No, after they have been taken out of the original factory packaging you cannot return them. We only accept products that are in the original state.
When the frames are still in their original factory packaging and you’d like to return them, please read the information below in the “How do I make a return?” section. As soon as we receive the products, we will refund them.
In case of factory damage, transport damage or any other form of damage, please send us a claim on firstname.lastname@example.org. In case damage is only visible after items have been unpackaged other rules apply. Take pictures of the damage and include them in your claim email.
In case of transport damage damage, please also include pictures of the box/tube in which you’ve received your products.
How do I make a return?
You are responsible for postage and shipping costs.* The parcel needs to be packaged the exact same way it was when you received it from us. It is important to re-roll the posters in the protective paper since it ensures they do not shift during transit. When you’ve re-rolled the posters in the paper, use sticky tape so we can take it out of the tube easily upon return. Let us know via the contact form or via email: email@example.com what you are returning and what the reason is for your return, accompanied by your order number. In case of damage, always include pictures of the damages in your message. This is applicable to damage to packaging and the items in the package!
You can either return the package to our company address. Please contact us to receive the fastest possible return. Based on your location, we will provide you an address to return to.
For return shipping Pixeep uses the shipping carrier Pick & Return service. The customer pays the return shipping cost of €6 for all posters and frames up to 30×40 cm. For packages with frames 40×50 cm and up the fee is €8. To choose this option include in your return email what weekday you wish for us to book your package pickup. If you want the items to be picked up the next day, make sure you email us and receive confirmation before 12:00hrs! It is possible to have the items picked up at a different address, e.g. work.
First, make sure all items you wish to return are safely packaged in the same package that you received the goods in. The customer is responsible for the condition of the goods until they reach us at Pixeep. We may make a deduction from the reimbursement for loss of value of any goods supplied, if the loss is the result of uncareful handling by you.
You can choose a day of pickup and then the shipping carrier will make the first pickup attempt that day. It is not possible to book a specific time of day, however. If you are not at home for this first pickup attempt then you will be contacted by the shipping carrier and you can choose the day for a second attempt to collect your parcel.
The shipping carrier employee will bring a packing slip and put it on your package. The package has to be ready to go when the shipping carrier employee arrives, so make sure to pre-pack it. You can not leave the package outside your door as you yourself need to sign for it.
If the second pickup attempt fails then shipping carrier will not try again and the customer still has to pay the return shipping fee.
Once Pixeep has received the goods and confirmed they are in perfect shape we will refund you the money.
What do I do if my package and products were damaged?
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 or by sending us an email at firstname.lastname@example.org. As soon as we receive the pictures of the damaged package and products, upon acceptance of the faults we will send you a new package and arrange for the damaged goods to be returned to us.
Can I exchange a product?
Exchanges are handled just like returns. You have to place a new order and then return the product you wish to exchange for something else. With the accompanying invoice, you can pay for the new product(s). When we have received the returned products, we will refund your money right away.
Please do not hesitate to contact us if you have still any further questions. We are really happy to help you out. Happy shopping and thank you for choosing Pixeep 😉