FAQ
How is the order shipped?
All orders are shipped from Spain as a "certified letter", therefore items are delivered and signed for at the address of the recipient. Customers can track the shipment using a “tracking code”.
Certified letters can be classified as “urgent”, a special shipping service which guarantees maximum urgency in the treatment of the posted items. For detailed shipping information, please go to “customers info” > “shipping profiles”.
How long does it take to ship my order?
The delivery time depends on the geographical zone in which the customer is located. Usually you have to calculate
1 - 4 days for Spain
1 - 4 weeks for Europe
3 - 5 weeks out of Europe
Depending on the availability of the prints in stock, it is possible that you have to add about three working days to the ordinary delivery time.
How much are the shipping costs?
Flat rate shipping costs are calculated in addition to the purchase price of each order. Therefore you have to add one of the following prices corresponding to your zone:
9,00 € within Spain
15,00 € within Europe
19,00 € out of Europe
What do shipping costs include?
Shipping costs include the handling, packaging and shipping
of the order.
During the order process I made a mistake in entering my data. What can I do to correct it?
If this happens, please send an email as soon as possible after your order has been placed to report the error.
Is it possible to return or to exchange a product? What should I do if my order was damaged during shipping?
A refund is possible only in the case that the item was sent incorrectly in terms of title, format or quantity, or if the product was damaged during transport due to faulty packaging. In this case, the complaint will be accepted within three weeks after you have received the order. Shipping return and exchange charges will be covered by Jessica von Helmolt. In the case of damage, loss or delay which can be attributed to the debt of the national or international Post Office system, Jessica von Helmolt is excluded from responsibility of the refund. In the case that one of these situations occurs, please send an email, so we can try to solve the problem as soon as possible.
What should I do if my order doesn’t arrive?
First, check the shipping process using your tracking code. If you still have doubts about the delay of your order, please send an email.
Can I cancel my purchase and get a refund of the amount I paid?
Your purchase can be canceled or changed as long as you have not yet received a “shipping confirmation email”. This means that the sending process has not yet started. In this case please send an email as soon as possible to cancel or change the order.
Can I order prints or original works from Jessica von Helmolt that aren’t listed in the “shop” category of the web?
Yes, you can order works that aren’t listed in the shop. In this case, please send an email to communicate your “special order request”.
Can I order prints in a size that doesn’t appear in the “standard sizes” list of the shop?
Yes, you can order customized print sizes. For that please send an email to inform about your “special order request”.
Where can I find detailed information on the technical characteristics of the prints?
You can find a lot of detailed information about the production of the prints going to “customers info” > “size & material guide”.
I still have questions...
Please let me know and get in contact via email, phone or social media! I would be happy if I could help you!
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Thank you for your interest!