Customer service

CUSTOMER SERVICE

OPENING HOURS

Monday–Friday: 08:00–16:00

Weekends and public holidays: Closed

Our customer service team is happy to help with anything related to your order. Whether you have questions about products, delivery, payment or returns, or need advice on choosing the right artwork for your wall, we will do our best to provide quick and personal assistance. You are welcome to contact us by phone or email during our opening hours.

FAQ

Can I cancel my purchase?

If you would like to cancel a purchase before your order has been shipped from our warehouse, please contact us as soon as possible. We always do our best to help, but we cannot guarantee that we will be able to change or stop the order before dispatch. Our warehouse works efficiently with picking and packing, which means the time available for changes may be limited.

If you placed your order over the weekend or outside our regular opening hours, you are welcome to send us an email. We will get back to you as soon as possible and do our best to help.

Do you offer returns?

Yes. Individual customers have a 14-day right of withdrawal. The return policy only applies to deliveries within the EU and does not apply to custom-made products. Custom-made products are items made to order, such as canvas prints and posters made from your own image. The return policy does not apply to business purchases.

How do I make a return?

To request a return, please log in to your account, open the order you wish to return and complete the return form available there. Once your request has been reviewed, we will contact you with approval and return instructions.

Can I order a canvas print or poster from my own photo?

Yes, you can create your own wall art through the link below. You can choose whether you want your image as a canvas print, poster, or wall absorber.

Upload your image

Where do I collect my order?

Your order will either be sent to your nearest pickup point or delivered to your door, depending on the size of the product and the delivery option you selected. We will notify you by email and text message when your order is on its way.

Orders

How do I know if my order went through?

Once your order has been placed, an order confirmation will be sent to the email address you provided at checkout.

If you do not receive an order confirmation shortly after your purchase, there may have been an issue with the order or payment. Please also check your spam folder. If you still cannot find the email, you are welcome to contact our customer service and we will help you.

I have not received an order confirmation

If you have placed an order but have not received an order confirmation, please first check your spam folder, as emails can sometimes end up there by mistake.

It may also be because the email address was entered incorrectly when the order was placed. Please contact our customer service so we can check whether we have received an order in your name. If the order is in our system, we will help you update the email address and resend the order confirmation.

In some cases, the order or payment may not have gone through. Please contact us before placing a new order to avoid the risk of duplicate purchases.

What happens if I entered incorrect information?

If you have entered an incorrect address, email address, phone number, or other information in your order, please contact our customer service as soon as possible.

We will do our best to update the information before the order is processed or shipped. If the order has already been processed and the incorrect information affects the delivery, you as the customer are responsible for any additional costs that may arise.

Can I cancel my order?

If you would like to cancel your order, please contact our customer service as soon as possible, preferably immediately after the order has been placed.

We always do our best to help, but because our orders are processed quickly, we cannot guarantee that the order can be stopped before it is shipped. If you placed your order over the weekend or outside our opening hours, you can send us an email and we will get back to you as soon as possible.

Can I make changes to my order after payment?

If you would like to change something in your order, please contact our customer service as soon as possible after placing the order.

If the order has not yet started processing, we may in some cases be able to help with changes or cancel the order so that you can place a new order with the correct products or details.

Since our orders are handled quickly, we cannot guarantee that changes or cancellations can be made before the order is processed or shipped.

What happens if an item in my order is out of stock?

If an item in your order is out of stock, we will contact you as soon as possible with more information.

If you have any questions about your order, or if you suspect that an item is not available, you are welcome to contact our customer service and we will help you.

Shipping & Delivery

How long is the delivery time?

Canvas prints and posters are normally shipped within 2–4 days.

How much does shipping cost?

Delivery to the nearest pick-up point is free for orders over €49. For orders under €49, delivery costs €9.90. Home delivery is also available. More information is shown at checkout. If you choose home delivery, you will receive a text message where you can select the day or evening you would like your order delivered.

How are canvas prints and posters delivered?

Posters are delivered rolled up to the nearest pickup point. Canvas prints, oil paintings, and wall absorbers are delivered stretched and ready to hang.

What happens if I do not collect my order?

If a shipment is not collected, a fee of €40 including VAT will be charged for shipping, handling, and administration. Custom-made products will be charged at their full value, including shipping and return shipping.

How can I track my order?

When your order has left our warehouse, you will receive an email with a tracking link. Please also check your spam folder, as emails can sometimes end up there by mistake.

What should I do if I have not received my order?

If you have not received your order within the promised delivery time, please first check that the details in your order are correct, such as your address, email address, and phone number.

If the details are correct, you are welcome to contact our customer service within 30 business days of placing your order, and we will help you.

If you notice that any information is incorrect, please contact our customer service as soon as possible. We can then check whether the information can still be changed before the order is shipped. If incorrect information affects the delivery, you as the customer are responsible for any costs that may arise.

How do I know that my package has arrived?

If you have chosen delivery to a pickup point, you will receive a text message notification to the mobile number you provided at checkout when the package is ready for collection.

If you have chosen home delivery, you will receive a text message with a link as soon as the shipping company has received your package. There you can track the delivery and see more information about your order.

Payment

Can I pay by card?

Yes, you can pay with Visa, Mastercard, American Express, Apple Pay, PayPal, and Google Pay.

Klarna payments

If you choose to pay by invoice through Klarna, Klarna will send the invoice to the email address you provided at checkout. The invoice is usually sent the same day your order leaves our warehouse, or the day after.

If you choose Klarna’s campaign payment option, where payment is made during a selected month, the invoice will be sent to you at the end of that month. For example, if you choose to pay in January, the invoice will be sent at the end of January.

When will the invoice arrive?

If you have chosen Klarna invoice, Klarna will send the invoice to the email address you provided at checkout. It is usually sent the same day your order leaves our warehouse, or the day after.

If you have chosen Klarna Account, meaning instalment payment, Klarna will send an invoice by post the month after the purchase. You can then choose whether to pay the full amount directly or split the payment.

If you have chosen Klarna’s campaign payment option, where payment is made during a selected month, the invoice will be sent to you at the end of the selected month. For example, if you choose to pay in January, the invoice will be sent at the end of January.

Do you offer instalment payments?

With Klarna instalment payment, you can split the payment and pay within the specified period, for example over 6 months.

How will I be refunded?

If you paid by card, the amount will be refunded to the same card used for the purchase.

If you paid by invoice, we recommend that you log in to Klarna and pause the invoice until your return has been processed by us. Once we have received and processed the return, the invoice will be updated with any remaining amount. If the invoice has already been paid, Klarna will contact you with information about the refund.

If you made your purchase during a campaign or used a discount code, the order will be recalculated once the return has been processed. If the order no longer meets the conditions for the campaign or discount after the return, the discount may be deducted from the refund.

How do I pay with a gift card?

At checkout, click “Enter gift card or discount code”. A text field will open where you can enter the code found on your gift card.

Once the code has been added, the value of the gift card will be deducted from the order amount.

Returns & Claims

Can I withdraw from my purchase or return an item?

You can request a return within 14 days of your purchase. The return shipping cost depends on the size of the package. Log in to your account to submit a return request. Once your request has been reviewed and approved, you will receive return instructions and information about the applicable return shipping cost.

The return policy only applies to deliveries within the EU and does not apply to custom-made products. Custom-made products are items made to order, such as canvas prints and posters made from your own image. The return policy does not apply to business purchases.

How do I make a return?

How do I exchange a product?

Contact our customer service at info@canvasbutik.com and provide your order number together with the items you wish to send back. Also let us know which designs you would like instead, and we will help you.

What should I do if an item is damaged or incorrect?

If something has gone wrong with your delivery, for example if an item is incorrect, damaged, missing, or if you have received the wrong quantity, please contact our customer service. Canvasbutik covers all costs, including transport, for an approved claim.

If you have received an incorrect or damaged product, we will replace it free of charge. Send an email within 14 days to info@canvasbutik.com with the following information:

Your order number.
Describe why you want to make a claim for the item.
Attach a photo of the faulty product, if applicable.
Let us know whether you want to exchange the item or receive a refund.
Wait for a reply with approval and return instructions.
If the item you purchased does not meet your expectations for another reason, please contact our customer service.

Please note! Visible damage must be reported to the pickup point immediately when you receive the package.

We will, of course, cover the shipping cost for incorrect deliveries and approved claims.

How will I be refunded?

If you paid by card, the amount will be refunded to the same card used for the purchase.

When will I be refunded?

We will process the refund as soon as possible after your return has been handled, but no later than 14 days after that.

For a refund to be processed, we must first have received the returned item, or you must be able to provide a valid drop-off receipt confirming that the return has been sent.

Can I return or exchange personalised canvas prints?

Personalised canvas prints are made specifically according to your choices and therefore usually cannot be returned or exchanged.

If there is something wrong with the product, or if something has gone wrong on our part, please contact our customer service and we will help you. Of course, we want you to feel satisfied with your order.

About our products

Canvas prints

For our canvas prints, we use 380 g/m² cotton canvas. This produces vivid colours that last year after year. The images are highly resistant to UV radiation. Canvas prints are always delivered stretched over solid stretcher frames. The canvas extends all the way around the edges of the frame and is attached at the back. This gives the wall art a 3D effect. The image wraps around the edges without any visible frame.

The tension can be adjusted with wedges in the corners of the frame. We use the same canvas and stretcher frames for our regular canvas prints as we do for personalised canvas prints ordered from your own image.

All canvas prints are made in Sweden using environmentally friendly latex printing technology.

Wall absorbers

Disturbing noise is one of the most common workplace issues. The cause is often poor acoustics, which can cause conversations and other sounds to be perceived as noise. To solve acoustic problems, we produce wall absorbers, also known as acoustic wall art.

Our wall absorbers are printed on specially adapted fabric for the best possible sound-absorbing effect. We then cover acoustic boards with our prints. The panels are 40 mm deep, with no visible frame, as the design continues all the way around the edges. A hanging wire on the back makes it easy to hang your wall absorber.

All wall absorbers are produced in Sweden using environmentally friendly latex printing technology.

Posters

Our posters are produced in Sweden on 200 g/m² premium paper. The print is environmentally friendly and highly resistant to UV radiation.

Oil paintings

Oil paintings are hand-painted artworks created with real oil paints, using patience and precision. The paintings are made with a brush or palette knife depending on the technique and finish.

We always paint on linen canvas and deliver the oil paintings stretched over solid stretcher frames. The canvas extends all the way around the edges of the frame and is attached at the back. This gives the artwork a 3D effect. The image wraps around the edges without any visible frame. The tension can be adjusted with wedges in the corners of the frame.

Oil paintings are delivered ready to hang.

Frames

Stretcher frames: A stretcher frame made from high-quality pine wood with a depth of 3.8 cm creates a premium feel when the artwork is displayed on the wall. Pine wood is known for its durability and elegant natural grain structure. The generous depth gives the artwork a strong presence and an impressive sense of dimension, highlighting its details and colours in a beautiful way.

Poster frames: Wooden frames are made from solid oak. They are not pigmented, only naturally oiled. Metal frames are available in different colours and are made from aluminium. The frames have a glossy finish.

Gift cards

Where can I buy gift cards?

You can buy a gift card through the link below. Enter the recipient and sender details, and the gift card will be sent automatically to the email address you provide when ordering.

If you have not received the gift card, please check your spam folder.

Buy gift cards here

How do I pay with a gift card?

At checkout, click “Enter gift card or discount code”. A text field will open where you can enter the code found on your gift card.

Once the code has been added, the value of the gift card will be deducted from the order amount.

Offers

My discount code is not working

If your discount code is not working, please first check that the code is spelt correctly and that no extra spaces have been included.

Also check whether the discount code has an expiry date or specific conditions, such as applying only to certain products or above a certain order value.

If the code still does not work, you are welcome to contact our customer service and we will help you.

I forgot to enter my discount code

If you forgot to enter your discount code when making your purchase, you are welcome to contact our customer service as soon as possible.

We will gladly review the order and check whether anything can be adjusted afterwards.

Collaborations

Collaborate with us

We are happy to collaborate with influencers and creators who share our interest in interior design, art, and inspiring homes.

Would you like to collaborate with us? Please contact us with your first and last name, links to your social media channels, and relevant statistics, such as reach, target audience, and engagement.

We look forward to hearing from you.

Artist / photographer

Do you create designs that would work well as canvas prints or posters in our online store? We are always interested in discovering new styles, creative expressions, and collaborations.

If you are an artist, photographer, or designer and believe your designs suit our range, you are welcome to contact us with examples of your work.

We look forward to hearing from you.

#Canvasbutik

Use of the hashtag #canvasbutik on social media

When you use the hashtag #canvasbutik in posts on social media, for example on Instagram or Facebook, you give Canvasbutik permission to share your content on our own social media channels.

This may include both images and videos featuring our products. If we share your content, we always state that it is a repost and that the rights to the image or video belong to the original creator.

Customer service