FAQ
Here you’ll find answers to common questions about our editions, prints, and shipping.
If you’re looking for something specific or can’t find what you need, feel free to reach out — we’re happy to help.
Most FREQUENTLY ASKED
When will I get my order?
Orders are typically processed within 1-3 business days. Delivery time depends on your location and the shipping option chosen. You will receive a tracking number once your order ships.
What is the return policy?
Customers have the right to revoke their purchase within 14 days of receiving their order for any reason. Please contact us via email or mail including your name, address, item(s) details, and order/invoice number to initiate a return. Returns must be sent back within 14 days and you will be refunded (excluding shipping costs) once the goods are received. Exempt are Limited Edition Prints. Note: Return shipping costs are borne by the customer unless the item is defective or incorrect. Items must be unused and in their original packaging.
How do I contact customer support?
Please email buero@collected.photo or call +49 030 499 12210.
We aim to respond within 24-48 hours.
Ordering
Can I change or cancel my order after placing it?
You may request changes or cancellations within 24 hours of placing the order, as long as the order has not shipped. Please contact us as soon as possible.
How do I track my order?
Once shipped, you will receive a tracking link via email. You can monitor your shipment’s progress in real time.
You can also monitor your order from the My Orders page at any time.
Do you offer art advising or help choosing products?
Yes! If you’d like consultation or guidance on selecting prints or books for your space, contact us via email.
Payment
What payment methods do you accept?
We accept credit cards, PayPal, Klarna, and other commonly used payment providers. You can also pay via ApplePay and Google Pay. Some options may vary by location.
Is my payment information secure?
Absolutely! Our entire shop is powered by Shopify, one of the most trusted e-commerce platforms worldwide. All payments are processed using Shopify’s secure, encrypted systems, ensuring your data and personal information are fully protected.
Can I pay by invoice or bank transfer?
At this time, we do not offer payment by invoice or bank transfer through our online checkout. If you have a special request, please reach out to us.
When will I be charged for my order?
Payment is charged at the time of order confirmation and your transaction will show Shopify on your bank statement.
Do you accept gift cards or store credits?
Yes, if you have a Collected.Photo gift card or store credit, you can redeem it during checkout on our Shopify-based site.
What happens if my payment fails?
If your payment does not go through, please check your card details and try again or use a different payment method.
Shipping
How much does shipping cost?
Shipping costs are calculated at checkout based on destination and package weight. Standard shipping rates are offered. All orders to USA include Tarifs and additional shipper costs.
Do you ship internationally?
Yes, we ship worldwide, but only to set number of countries. If your country is not in the list please feel free to reach out to us.
Customs fees, VAT and other duties for deliveries outside of the EU are included in the checkout price unless otherwise stated.
How is my art packaged?
Prints and books are carefully packed to ensure safe delivery. If your item arrives damaged, please document the damage and contact us immediately.
Where do you ship from?
All orders are shipped from Berlin, Germany. We work with reliable carriers to ensure careful handling of your art prints and books.
How long will shipping take?
- Germany: 1–3 business days
- EU: 3–7 business days
- International: 7–14 business days
Please note, delivery times may be affected by external factors such as customs clearance or holidays.
Will I have to pay customs duties or taxes?
For deliveries within the EU, all taxes are included in your order total. For orders outside the EU, additional duties and customs fees may apply, which are the responsibility of the recipient. Details are shown at checkout or in the shipping confirmation. For shipments to the USA, custom costs are included.
Can I change my shipping address after placing an order?
If your order hasn’t shipped yet, contact our support team immediately so we can update your address.
What happens if my order arrives damaged?
If your package arrives damaged, please contact us as soon as possible with photos and a description. We’ll work quickly to resolve any issues, including replacement or refund when eligible.
Returns
What is the return policy?
At Collected.Photo, we strive to present each artwork with as much detail and accuracy as possible—both in description and imagery. All of our prints are limited edition, museum-quality works; as such, we do not accept returns for print purchases unless the item arrives damaged in transit. If your print order is damaged, please document the packaging and artwork and contact us as soon as possible for assistance.
Returns of our book products are allowed within 14 days of receipt in accordance with German law, provided they are returned in their original condition. Once we receive your book product and confirm it is in original condition, your refund will be processed to your original payment method. Please note, the shipping costs you paid at the time of purchase are not refunded, and the cost of return shipping for books is your responsibility.
How do I initiate a return?
Contact us via email or contact form, specifying the product(s), your order/invoice number, and reason for return if applicable.
When will I get my refund?
Refunds are processed within 14 days of receiving the returned items in original condition.
Who covers the return shipping cost?
You are responsible for return shipping unless your item was damaged, defective or incorrect.
Do I need to include anything in my return package?
Please include a note with your order number and your name in your return package to help us process your refund quickly.
Can I exchange an item?
We do not currently offer direct exchanges. Please return your item for a refund and place a new order.
What if my item is damaged or incorrect?
If you receive a damaged or wrong item, please contact us within 6 days of delivery with photos and a description. We will arrange a replacement or refund at our expense.
Products
What types of paper and ink do you use for prints?
We produce our art prints using archival-quality pigment-based inks on premium Hahnemühle paper—a benchmark in fine art printing. All prints are made with Canon imagePROGRAF printers, equipped with the LUCIA PRO ink system, which delivers exceptional museum-grade results.
Canon’s pigment-based inks are renowned for their durability, exceptional detail, and vibrant, rich colors. The ink particles sit on the surface of the paper, giving every print deep color, precise lines, and superior resistance to fading and UV exposure—perfect for archival quality and long-term display.
The combination of Hahnemühle paper and Canon pigment-based inks ensures that every Collected.Photo print is both visually stunning and designed to last for generations.
Are frames included or available?
Frames are not included by default, Frames are optional for most of our prints—you can choose to purchase your artwork with a handcrafted frame by Karo König directly from our shop. All frames we offer are made by Karo König, renowned for their exceptional craftsmanship. We currently offer select finishes, and additional color options will be available soon. If you need guidance on framing or want to explore future possibilities, feel free to contact us!
Can prints be mounted or finished professionally?
Yes! By request, we collaborate with Kaschierung Berlin to mount or finish prints for display. Kaschierung Berlin is one of the most trusted and respected mounting studios in Germany, working closely with renowned artists and image producers. Their team achieves the highest level of craftsmanship, detail, and quality in every project. We will guide you through available mounting and presentation styles to ensure your artwork looks its very best.
Where are your products manufactured?
All art prints, books, and custom projects are produced in Germany, collaborating with local printmakers, and finishing studios for top-tier quality and authenticity.
Are your prints limited edition or open edition?
All of our prints are limited edition, museum-quality archival prints. Each piece is individually numbered and comes with a certificate of authenticity, ensuring exclusivity and provenance for every collector.
How do you ensure quality and authenticity?
Every piece undergoes thorough quality control before delivery. Limited editions include official certification for provenance.
Do you help with print publications for businesses or creative professionals?
Yes, we offer specialized support for print publications, from concept development and design to production and distribution. Whether it's an artist catalogue, photobook, or branded publication, our team manages your project from start to finish.
Can I commission a custom piece, special size, or consult on a unique project?
Absolutely. We offer personal consultations and can create custom artworks or editions for individuals and businesses. From size adaptations to bespoke projects, tell us what you envision and we will try to make it happen.
Can't find an answer?
Then just write us.
Subscribe to our emails
Be the first to know about new collections and special offers.
