How do I return my order?
We offer a 30-day return from the date of your receipt if you change your mind. The items must be returned in their original condition and the original undamaged packing or a similar protective tube or box. Please note that all returns happen at your own risk and expense. You can find our return instructions for posters here and frames here. Please make sure to fill out the correct paperwork so that the parcel will not get stuck in customs.
Can I exchange an item?
If you wish to make an exchange, please initiate a return following our return instructions. Then you simply place a new order. In this way, you will receive the wanted item(s) in the fastest way possible.
How do I return a poster?
If you wish to initiate a return of a frame (with or without the poster) please follow these instructions:
• If you still have the original packaging, please use that and try to pack the frames as they arrived or in a similar packaging to avoid the risk of the frame being damaged (typically shattered glass) during shipping.
• Make sure to add the order number as a reference either on the shipping label or on a note inside the packaging
• Write clearly on the outside of the parcel that it is a ‘return of unwanted goods’
Please note: We recommend using a shipping service with track and trace.
Please make sure to fill out the correct paperwork so the parcel will not get stuck in customs. The return and financial responsibility of the parcel are the customer’s until the parcel reaches us at the below address.
Return address:
Jl. Serayu II, RW.RT4 RW1, Kalisari, Karangmangu
Kec. Kroya, Kabupaten Cilacap
Jawa Tengah 53282
Indonesia
E-mail: info@serayuposter.com
Phone: +62 895 1034 4865
As soon as we receive the returned goods, we will check the items and issue the refund (excluding the shipping cost and return shipping cost) back to your credit card or PayPal account.
If you wish to make an exchange you simply place a new order.
Please contact us here if you have any questions know if you have any questions.
• If you still have the original packaging, please use that and try to pack the frames as they arrived or in a similar packaging to avoid the risk of the frame being damaged (typically shattered glass) during shipping.
• Make sure to add the order number as a reference either on the shipping label or on a note inside the packaging
• Write clearly on the outside of the parcel that it is a ‘return of unwanted goods’
Please note: We recommend using a shipping service with track and trace.
Please make sure to fill out the correct paperwork so the parcel will not get stuck in customs. The return and financial responsibility of the parcel are the customer’s until the parcel reaches us at the below address.
Return address:
Jl. Serayu II, RW.RT4 RW1, Kalisari, Karangmangu
Kec. Kroya, Kabupaten Cilacap
Jawa Tengah 53282
Indonesia
E-mail: info@serayuposter.com
Phone: +62 895 1034 4865
As soon as we receive the returned goods, we will check the items and issue the refund (excluding the shipping cost and return shipping cost) back to your credit card or PayPal account.
If you wish to make an exchange you simply place a new order.
Please contact us here if you have any questions know if you have any questions.
Do you offer free return shipping?
We unfortunately do not offer free returns.
The return shipping cost is at the customer’s own expense.
The return shipping cost is at the customer’s own expense.
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.
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.
My order arrived damaged. What should I do?
We do our best to ship out all orders safely and securely. If your order, for any reason or in any way arrives damaged, please let us know straight away (latest within 30 days of arrival).
We always offer to ship out replacements for damaged or faulty items. We can not offer a full refund. If you do not want a new item shipped, we kindly ask for you to initiate a return instead or make another arrangement with our Customer Service Team.
Important: Please make sure to take photos of both the package and the damaged product(s) upon arrival.
We always offer to ship out replacements for damaged or faulty items. We can not offer a full refund. If you do not want a new item shipped, we kindly ask for you to initiate a return instead or make another arrangement with our Customer Service Team.
Important: Please make sure to take photos of both the package and the damaged product(s) upon arrival.
I have received the wrong item. How do we solve this?
We are so sorry that you have received the wrong item.
Please take photos of the item(s) you have received as well as the packaging it arrived in, and provide them to our Customer Service Team here immediately.
We will then arrange for the correct item to be dispatched as soon as possible.
Please take photos of the item(s) you have received as well as the packaging it arrived in, and provide them to our Customer Service Team here immediately.
We will then arrange for the correct item to be dispatched as soon as possible.
I am missing an item. How do we solve this?
If your order contains several items, it might have been shipped in more than one parcel. One of the parcels might still be on its way to you. Please check your tracking link provided by DHL or GLS.
If all parcels have been delivered according to the tracking link, please contact our Customer Service Team here right away and latest within 14 days (if your parcel was shipped with GLS latest within 5 days). Please attach photos of what you received and the packaging it arrived in your inquiry. Then we will find a solution straight away and get the missing item to you as fast as possible.
If all parcels have been delivered according to the tracking link, please contact our Customer Service Team here right away and latest within 14 days (if your parcel was shipped with GLS latest within 5 days). Please attach photos of what you received and the packaging it arrived in your inquiry. Then we will find a solution straight away and get the missing item to you as fast as possible.