Frequently Asked Questions
Get answers to your questions about ordering, delivery, returns, and maintenance of posters and frames.
Ordering and Payment
How do I order a poster or frame?
You can order our posters and frames directly on our website. Select the desired product, add it to your cart, and follow the step-by-step guide at checkout to complete your order. If you order a poster and a frame in the same size, the poster will be delivered pre-framed.
What payment methods do you accept?
We accept all major credit cards such as Visa and Mastercard as well as MobilePay. Payment is made via a secure connection to protect your information.
Is my payment secure?
Yes, we use the latest payment security standards, which means your information is protected when you shop with us.
Can I change or cancel my order?
If you wish to change or cancel your order, please contact us as soon as possible. If the order has already been shipped, we cannot make any changes.
Delivery and Shipping
What are your delivery options?
We offer both home and business delivery as well as parcel shop. Delivery to parcel shop is free on orders over 300 DKK in Denmark.
How long does delivery take?
Delivery usually takes 2-4 business days. Production and packaging takes between 1-2 days. Shipping in Denmark takes 1 day with GLS. Overseas it can take up to 5 days.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number so you can follow the package all the way to your address.
Do you deliver abroad?
Yes, we deliver to selected countries in Europe. You can see the specific countries and shipping rates during delivery at checkout.
Returns and Exchanges
How do I return an item?
You have a 30-day full return policy on all products. To return an item, please contact us via email and send the item back in the original packaging.
Is the return free?
We will cover the costs if the product is defective or incorrectly delivered. If you wish to return the item for other reasons, you are responsible for the shipping costs.
How do I exchange an item?
If you wish to exchange an item, you must return the original item and place a new order for the desired product. Please contact us for further assistance.
When can I expect to receive my refund?
Once we have received and approved your return, the refund will be processed within 14 business days.
Product information
How are your posters printed?
All our posters are printed on high-quality paper to ensure natural colors and long durability. We use eco-friendly colors to minimize environmental impact.
Which frames are suitable for your posters?
Our posters fit perfectly in our custom frames, which are designed to enhance the quality and colors of the photographs. To ensure the best result, choose a frame that fits the same size as your poster. If you order a poster and a frame of the same size, the poster will be delivered pre-framed.
How do I maintain my posters and frames?
Our posters are printed with high quality, ensuring that the colors remain beautiful. To preserve the frames as best as possible, we recommend that you wipe them gently with a dry, soft cloth to avoid scratches or stains.
Can the posters be customized to special sizes?
Yes, we offer custom-ordering of posters in specific sizes. Please contact us directly if you have any special requests for dimensions or formats.
Shipping Damage and Manufacturing Defects
What do I do if my poster or frame is damaged upon receipt?
Foto Factory provides full compensation for manufacturing defects. It is important to inspect the product upon receipt. If the product is damaged, please contact customer service as soon as possible with pictures of the product and packaging.
In order to process your complaint in the best possible way, we need the following:
- Clear pictures of the damaged product(s).
- Pictures of the outside of the packaging (front and back of the package).
- Pictures of the inner protection in the package.
- Clear image of shipping label.
We will get back to you within 1-2 business days with next steps to resolve the matter.
Maintenance and Care
How do I best care for my posters and frames?
To keep your posters and frames in perfect condition, avoid exposing them to humid environments. Clean the frames with a dry cloth to avoid damage. The posters are produced with high color fastness, so they will stay beautiful for many years.
Contact and Support
How can I get in touch with you?
You can contact us via email at hello@foto-factory.dk or by phone at +45 60 20 47 50. We strive to respond to all inquiries within 24 hours on weekdays.
Do you have a showroom or physical stores?
We are primarily an online store, but we often participate in art and design fairs around Denmark. Keep an eye on our social media for information about upcoming events.
Gift Cards and Discount Codes
How do I purchase a gift card?
Gift cards can be purchased on our website under the "Gift Cards" section. They can be sent digitally to the recipient or printed out as a physical gift.
How do I use a discount code?
Enter your discount code in the “Discount Code” field at checkout and click “Apply.” The discount will then be deducted from your order.
Can I combine multiple discount codes?
No, you can only use one discount code per order. Discount codes cannot be combined with other offers or promotions.