Frequently Asked Questions
Here you will find answers to the most common questions.
How long does production and delivery take?+
Every piece is individually made for you only after you place your order — no stock items. Production and delivery typically take approx. 21 business days from receipt of payment. Each piece is packaged with professional protection for shipping, so it arrives safely and undamaged. We ship free of charge within Germany and to all other countries of the European Union.
Is my artwork really designed individually for me?+
Yes. From style and size to the frame, your piece is only created after your order and made especially for you — no mass-produced stock item.
Do I get to see my piece before it ships?+
Yes. As soon as your piece is finished, you will receive a photo preview in advance so you can confirm it matches your expectations. Only after that is it shipped.
Can I return my piece?+
For individually commissioned pieces, there is no statutory right of withdrawal under German law (§ 312g para. 2 no. 1 BGB), since these are made individually only after the order is placed. As a safeguard, you instead receive a photo preview of your finished piece before shipping — up to and after that point, you can cancel free of charge at no cost to you. Only once the finished piece has been shipped is cancellation or return no longer possible due to the individual production. For items marked "Ready to ship", however, the statutory 14-day right of withdrawal applies, since these are already painted, in-stock pieces. In case of a defect or transport damage, please contact us — your statutory warranty rights remain unaffected.
What happens if I'm not satisfied after the preview?+
No problem — after receiving the preview you can cancel free of charge at any time, at no cost to you. Once the finished piece has been shipped, cancellation or return is no longer possible due to the individual production. So please get in touch as soon as you receive the preview if you still have any wishes regarding the motif or coloring.
What collections are available?+
Our catalog includes several curated style collections. You can see the available motifs and formats in the respective collection in the shop.
How do I pay securely?+
We offer PayPal, credit card (Visa & Mastercard via Stripe) and bank transfer (Vorkasse). All payments are processed SSL-encrypted through certified partners.
Are custom sizes or special requests possible?+
For special requests outside our catalog, please contact us directly by email at picturado@gmx.eu.