FAQ
よくあるご質問への回答は以下からご確認いただけます。
Orders
How do I know if my order went through?
You will receive an order confirmation at the email address provided during checkout. If you don’t see it shortly after placing your order, there might have been an issue with the transaction. Please reach out to us - we're happy to help!
I did not receive an order confirmation.
If you submitted an order with us but didn't receive an order confirmation via email, be sure to check your junk mail. If you don't find it, it's possible that your email address was entered incorrectly or that your order did not go through. Get in touch with us by clicking HERE, and we'll help you solve the issue!
What happens if I enter wrong information?
If you've entered incorrect information such as your address, email, or phone number, please contact our customer service team as soon as possible. We’ll do our best to update your details before your order is processed. However, if the incorrect information impacts delivery and your order has already been processed, any additional costs incurred will be the customer’s responsibility.
Can I cancel my purchase?
If you want to cancel your order before processing begins, please email us immediately. We will do our best to help you, but as our team works quickly to get orders on the way, we cannot always guarantee cancellations. If your order was placed at the weekend or after office hours, you can also email us.
Can I make changes to my order after submitting payment?
We cannot make changes to an existing order, but if you contact us promptly, we may be able to cancel it before processing begins. Once the order is cancelled, you can easily place a new order with the correct items. Please keep in mind that, due to our team’s dedication to efficient order handling, we cannot guarantee that cancellations will be possible.
What if an item in my order is out of stock?
If an item is out of stock, we will contact you. If you have not been contacted but believe there is an issue, please reach out to our Customer Service team so we can assist you further.
How do I buy a gift card?
You can easily purchase a gift card on our website by selecting your desired amount and adding it to your cart. Once you proceed to checkout, the gift card will be sent as a digital file to the email address you provided. You should receive it within a few minutes. If you have not received it, check your junk folder before contacting our Customer Service team, who will be happy to assist you.
How do I give away a gift card?
The gift card will be delivered digitally via email. After receiving it, you can choose to either forward the code electronically or print a physical gift card for the recipient.
Where do I see the remaining gift card value?
You will be able to see the gift card value by first adding a product to your cart, and then entering your gift card code.
Can my poster de framed before it is delivered to me?
Yes, if you’d like your posters framed, you can select the posters and frames you want, then add the 'framing service' to your order. We’ll ensure everything is framed perfectly for you!
Shipping & Delivery
Where does Desenio ship from?
Orders placed at Desenio are shipped from our distribution center in Bor, Czech Republic, using the chosen freight company.
What is the cost of shipping?
If the total value of your purchase is less than 11999 JPY, a shipping fee from 4900 JPY will be applied.
For purchases of 11999 JPY or more, we deduct the shipping fee according to the delivery method that is chosen.
How can I track my order?
You will receive an email with a tracking link as soon as your order leaves our warehouse. Be sure to check your junk folder, as emails can occasionally be misdirected there.
Want to track your order right now? Click HERE and enter your order or tracking number along with the email address you used during the purchase process to get the latest updates.
I did not receive a delivery confirmation.
You will receive an email with a tracking link as soon as your order leaves our warehouse. If you are still waiting for it, be sure to check your junk mail. If you don't find it, get in touch with us by clicking HERE, and we'll help you solve the issue!
Can I change the delivery address once the parcel is dispached?
Unfortunately, we cannot change the delivery address once the parcel has been dispatched from our warehouse. You can reach out to our customer service team, and we will do our best to relay your request to the courier. However, we cannot guarantee that the courier will be able to process the change before delivery. We recommend that you also contact the courier directly to expedite the request.
How long will delivery take?
Shipping usually takes 4-7 working days. We make every effort to pack your order as quickly as possible and ship it from our fulfilment centre in the Czech Republic. Please note that processing may take up to 1-2 additional days due to delays with the shipping service provider or a high volume of orders in the warehouse.
What happens if delivery to my address is not possible?
Due to the current high volume of parcels at our shipping partners, it may happen that a parcel is redirected to the nearest collection point if delivery to your address is not possible.
If you haven’t received your order within the advertised delivery timeframe, please first verify that the information you provided is correct. If everything is accurate and you still haven’t received your order, contact our Customer Service team within 30 business days of placing your order, and we will be happy to assist you.
Why hasn't there been any progress on the tracking link?
We try to deliver all orders within the advertised timeframe, however it is possible that the courier might encounter some delays in the process. Once the parcel is moving, the tracking will be updated—this can take up to 4 or 5 working days. From there, delivery usually occurs on the same day or shortly afterward.
Tracking indicates that my parcel has been delivered, but I have not received it.
When the tracking indicates that your order has been delivered but you have not received it, please check with your neighbors first, as freight companies sometimes leave packages with them without notifying you. If you have checked with your neighbors and the package is still missing, please contact our customer service for further assistance.
What happens if I don't collect or refuse my package?
If products are returned to us because customers failed to pick up their packages or refused delivery, a fee of 3700 JPY will be applied. This fee covers shipping to and from you, as well as handling and restocking costs.
Returns & Claims
Returns
IS THERE A FEE FOR RETURNS?
The customer is responsible for all return costs. The parcel must be sent as a traceable package. Please keep your receipt and your tracking reference until you receive confirmation that we have received your return.
Please note that the product must be returned in its original packaging, including the protective material around the frame.
The framing service is a non-refundable service. If an order is returned and includes products with framing service, the cost of this service will not be refunded.
Personalized products or made-to-order products, including personal photos, images containing customer-provided text, and AI-generated images, are not eligible for return and are excluded from the standard return process.
How do I return my order?
Register your return via the link below. After registration, you will receive an email with the return instructions and the return address.
The customer is responsible for all return costs and must arrange the return shipment independently.
The parcel must be sent as a traceable package. Please keep your receipt and your tracking reference until you receive confirmation that we have received your return.
Please note that the product must be returned in its original packaging, including the protective material around the frame.
Can I return multiple orders in one parcel?
Yes. A maximum of two different orders can be returned in one parcel.
If you are sending two orders in the same parcel, please include a note with both order numbers and clearly label the products so it is clear which order they belong to. This allows us to process your return correctly.Can I return a Chalk Pen?
The Desenio Chalk Pen can be returned. It must be unused and in its original packaging.How do I return a collage kit?
The collage kit must be returned complete, meaning all 20 posters in their original packaging. Only then can we issue a refund.Can I return my order?
When placing an order with Desenio.jp, you are always covered by our 90-day return policy. This means that you have the right to cancel your purchase by contacting Desenio within 90 days of you or your delivery service taking delivery of your order. Our return and exchange policy is not valid for personalized posters that are printed on demand.
Can I exchange my order?
If you would like to exchange a received product for something different, it is processed like a regular return. You send us the item you don’t want and we will refund you. You can then proceed to place a new order in our web shop.
Claims
What to do if you receive a damaged or incorrect product?
If you receive a defective or incorrect item, we’re committed to resolving the issue promptly. Please email the following information by clicking here:
- The email address used to place the order
- Your order number
- Customer name
- Product number
- A photo of the damaged or incorrect item
- A photo of the package, if possible
- Batch number (for frame picture ledges or poster hangers)
Our customer service team will respond to you shortly.
You can find the batch code on a black stamp on the back of the product or on the product label.
Do I need to return the damaged product I received?
Please contact our customer service team for assistance with handling damaged products. When you reach out, be sure to include all the information requested under the question 'WHAT TO DO IF YOU RECEIVE A DAMAGED OR INCORRECT PRODUCT?".
Payments & Refunds
Refunds
When will I receive my refund?
Desenio strives to process refunds promptly, typically within 14 days. In the case of a return, we must receive either the returned order or proof of shipment before issuing a refund.
How will I receive my refund?
If you paid for your order with a card, your refund will be processed back to the same card. For orders paid via PayPal, please refer to their customer service for further assistance.
Did you place your order during a promotional period or use a discount code? Once we receive your return, we will recalculate your order total. If the conditions of the promotion or discount are not met, the corresponding discount will be deducted from your refund.
Payment options
Can I pay by invoice?
We do not offer an invoice payment method. We offer an invoice payment method for company orders.
How do I pay with a gift card?
To apply a gift card or discount code, click on "Enter gift card/discount code" in the checkout area.
Offers & Discounts
Why doesn't the discount apply to all items in my order?
Not all products are eligible for discounts. Items that typically do not qualify include, but are not limited to:
- Personal Posters
- Featured Artists
- Canvases
- Frames
Additionally, please note that existing campaigns and discount codes often cannot be combined. If you have any questions or need further assistance, feel free to reach out to our customer service team, and we’ll be happy to help!
What if I forgot to enter my discount code?
If you forgot to enter your discount code, please contact our customer service team. We'll do our best to assist you!
Why is my discount code not working?
If your discount code isn't working, please double-check the spelling to ensure it's entered correctly. Also, verify if there is an expiration date for the code. If everything seems correct and the code is still not working, please reach out to our customer service team, and we’ll be happy to assist you!
About the products
Poster
What kind of poster quality do you use?
We print our posters on 200g/m2 uncoated premium paper. The paper is age resistant and we have chosen a matte surface without reflections to create a premium feel with no glare.
Are frames included when I buy posters?
No, posters and frames are sold separately.
Is the white border included in the poster size?
Yes, if a poster is displayed with a white border, that border is included in the overall poster size, as it is printed directly on the poster.
What sizes are available for posters?
We offer a range of sizes for our posters. You can view the available sizes on each product page. Please note that only the sizes listed on our site are available; we do not print custom sizes on demand.
Frames
What materials are our frames made of?
Oak Frames: Made from solid oak, offering a natural and timeless look.
Black and White Wood Frames: Crafted from yellow poplar and painted for a sleek, modern finish.
Metal Frames: Our gold, silver, and copper frames are made from durable aluminum with a glossy finish, while Moebe frames are crafted from powder-coated aluminum for a matte appearance.
Acrylic Glass: All frames are fitted with lightweight, durable acrylic glass, providing a safe and long-lasting alternative to traditional glass.
How do I hang the frames?
Wood frames feature two mounting hangers on the back, allowing you to choose between hanging the frame vertically or horizontally.
Metal frames can be hung directly on the metal hanger used to secure the back, giving you the flexibility to select the orientation that suits your space best.
Moebe frames, you’ll hang them from the rubber band that holds the frame together. Please note that different wall materials may require specific hanging hardware.
Accessories
Picture mounts
Using a picture mount is an effortless way to frame and accentuate your poster, adding elegance and sophistication to your décor. A mount not only creates a harmonious balance between the poster and the frame but can also introduce a striking contrast to elevate the overall look.
Our pure white and pure black picture mounts are meticulously designed to maintain true-to-color precision, including the core. Whether you prefer the clean, crisp look of white or the bold, dramatic impact of black, our mounts are crafted to perfection. The paper used in the mounts is a perfect match to our posters, ensuring a seamless appearance. Plus, the acid-free composition guarantees lasting quality without compromising the artwork.
Crafted in Sweden, our mounts are 1.5mm thick and available in sizes perfectly suited to our frames and posters. Each product page provides clear guidance on which frame and poster sizes pair best with the mount. As a general rule:
- Frame size = Outer dimensions of the mount.
- Poster size = Inner opening of the mount.
Poster hanger
Display your favourite prints with elegance using our premium poster hangers, available in black, white or oak finishes. Made from solid pine wood, these hangers feature a smart magnetic design that securely holds your poster in place without causing damage.
Perfect for both portrait and landscape formats, our poster hangers come in various sizes, making them ideal for a wide range of prints. Each hanger is complemented by a faux suede band in a matching color, adding a touch of sophistication to your display.
Elevate your wall art with this simple yet stylish alternative to traditional frames!
Picture ledge
Showcase your art and décor with elegance using our versatile picture ledges, available in oak, white, black, and dark oak. Crafted from durable MDF wood, these ledges are perfect for creating a chic gallery-style display in your home.
Measuring 70 cm, the ledge is easy to mount with the included screws and plugs. Pre-drilled holes ensure a hassle-free installation process. For a longer ledge, simply place multiple ledges side by side for a seamless look.
This stylish solution lets you refresh your wall art effortlessly, allowing you to switch frames and objects without adding new nails. With a maximum load capacity of 15 kg (depending on wall material), these ledges are designed for frames and lightweight objects.
Chalk pen
A black chalk pen designed for writing on the plexi glass of our frames. Ideal for use with framed Planner Posters to organize plans and track goals.
The ink can be easily removed with a soft, wet cloth for quick updates and adjustments.
Tip size: 0.7 mm
Recommended exclusively for use on Poster Store frames for optimal performance.
CAN I USE MY OWN MARKER ON THE PLEXIGLASS FOR THE WEEKLY/MONTHLY PLANNER?
No, the only Chalk Pens suitable for our plexiglass are those offered on our website. If you choose to use a different brand and the ink does not come off, we regret to inform you that we cannot provide a refund.
HOW TO USE CHALK PENS:
- Shake the Pen: Before using a chalk pen, give it a good shake with the cap on to mix the ink inside.
- Prime the Pen: Remove the cap and press the tip down on a piece of scrap paper or cloth a few times until the ink flows. This may take a moment.
- Start Writing or Drawing: Use the pen to write or draw on your desired surface, such as chalkboards, glass, or other non-porous materials.
- Let It Dry: Allow the ink to dry completely, which usually takes just a few moments.
- Clean Up: To erase or clean the surface, use a damp cloth or a dry eraser, depending on the surface material.
- Store Properly: After use, close the cap tightly to prevent the pen from drying out.
Poster stand
Elevate your prints with our stylish poster stands, available in circular (tall and short) and rectangular shapes. Crafted from high-quality MDF material and painted in oak, black, or dark oak, these stands are the perfect blend of functionality and design.
Ideal for prints sized 13x18 cm or pieces from our collage kits, these versatile poster stands bring a modern touch to any table or shelf. Whether you’re styling a workspace, living area, or bedroom, they offer an elegant way to showcase your favourite art.
Poster clips
Stylishly display your posters and prints with our metal clips, available in black, gold, silver, bronze, and white finishes. Crafted from high-quality stainless steel with a matte finish, these clips offer a chic and minimalist solution for hanging your artwork.
Available in small and medium sizes, the clips are ideal for various poster dimensions. Use a single clip for smaller prints or pair two clips to securely hold larger artworks. The maximum opening of 14 mm ensures a firm grip, while the integrated hole makes wall mounting effortless.
Poster hooks
Our white picture hooks are a practical solution for hanging framed art prints on walls made of cement, wood, or plaster. Designed for ease of use, the hooks can be quickly installed using a hammer, making it simple to display your framed art.
Each package includes two hooks, compatible with all our frames except the larger 100x150 cm size. These hooks are built to securely hold frames up to a maximum weight of 5 kg.
A reliable and efficient choice for showcasing your art with style!
Framing Service
Can my prints be delivered already framed?
Yes! At Desenio, we are excited to offer framing services. We frame your prints directly in the selected frames, so all you need to do is unbox them. Voila—you can start decorating your space right away! If you need any assistance, please don’t hesitate to reach out to our customer service team, or visit our Gallery Walls for inspiration.
Recycling
Recycling guide
Posters: Posters can be recycled as paper, allowing them to contribute to new paper production up to seven times.
Canvas: Canvases are recyclable as fabric, where they can be processed into textile fibres or used as burnable waste to generate energy.
Wooden Frames: Both the moulding and backboard are recyclable as wood, which can be processed into wood chips for bio fuel, providing an eco-friendly alternative to fossil-based fuels.
Wooden Accessories: These can also be recycled as wood, converted into wood chips, and used as bio fuel to reduce reliance on fossil fuels.
Metal Frames: The metal molding can be recycled into new aluminium products, using 95% less energy than creating virgin aluminium. The backboard is recyclable as wood and can be repurposed as bio fuel.
Plexiglass: Though not recyclable as plastic, plexiglass can be sorted as burnable waste and converted into energy.