FAQ
Got a question? You’re probably not the only one. Here is a quick overview of everything you need to know about ordering, shipping and returning.
Where do you ship to?
Prints ship to Europe (Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Romania, Slovenia, Spain, Sweden, Switzerland and the United Kingdom), to the United States and Canada, and to Australia.
When will my print arrive?
Every print is made to order and usually arrives within 3 to 7 business days. As soon as it ships you get an email with tracking. Delivery is handled by FedEx, door to door.
More details in the shipping policy.
Where are the prints made?
In a network of print studios close to you, so your print does not travel across the world: London; Dallas, Sacramento, Los Angeles and Raleigh; Toronto and Vancouver; Prague and Barcelona; and Melbourne.
What paper and frames do you use?
Prints are made with archival pigment inks (Giclée) on 230 gsm textured matte paper that is acid and lignin free, so the colours stay put for many years. The frames are handmade in Italy from sustainably sourced solid wood in black, white or grey, with shatterproof plexiglass. Up to 50 x 70 cm the frame profile is 1.5 cm wide and deep; A1 and larger have a sturdier 2 cm profile.
Do framed prints come ready to hang?
Yes. Framed prints arrive with a sawtooth hanger fitted and small rubber bumpers that protect your wall and keep the frame straight. Every frame can hang in portrait or landscape, and turning clips on the back make it easy to swap the print later.
What if my print arrives damaged?
Then you get a free replacement or a full refund. Email contact@vanhilstvisuals.com within 48 hours of delivery with a photo of the damage, a photo of the barcode label on the packaging and your order number.
Can I return a print if I change my mind?
Because every print is made just for you, there are no returns for a change of mind or for a size, colour or design that was ordered by mistake. Please double check your order before you pay. See the refund policy.
What does a passe-partout do?
A passe-partout is an acid free card border that sits inside the frame around the photo, like in a gallery. The frame keeps the size you chose; the photo itself is printed one size smaller so it fits the window. Without a frame, the border is printed onto the sheet instead.
How are unframed prints shipped?
Unframed prints are shipped rolled and well protected. Framed prints are shipped flat and ready to hang. Every order gets a tracking link.
Will I pay customs or import fees?
Within the EU, the UK, the US, Canada and Australia your print is made locally, so normally there are no customs fees. Orders to Norway and Switzerland can be charged import fees on arrival.
Can I get another size or frame colour?
Often, yes. Email me what you have in mind and I'll check what is possible.