close
Translated by Google
Laura K
2020-10-21
High quality print with fantastic detail. Looks stunning in our home office
Translated by Google
Stephan L
2020-10-20
Very satisfied, I recommend
Translated by Google
Josefine E
2020-10-19
Good shopping experience. Great posters and fast delivery.

Customer service

On this page we have gathered information on some of the most relevant questions you might be asking yourself. If you don't find the information you are looking for, please feel free to get in touch with us so we can provide you with the information you are looking for.

Contact us

mailinfo@louvenir.com
LOUVENIR AB
Gabriel Jönssonsgatan 1B, 211 49 Malmö, Sweden

Frequently asked questions

Personalised Posters - About the Product

What materials do you use for the personalised posters?

All our posters are printed on Enhanced Matte Art (EMA) substrate 200gsm premium-quality heavyweight paper with a light textured surface. Sourced exclusively from Hahnemühle, the most well known papermaker, this fine art paper guarantees exceptional tonality and renders sharp details with a consistent flatness. The paper is designed for archival storage and is acid-free and lignin-free to guarantee that they will not yellow with age. Our papers are tested to be light resistant for at least 100 years.

Where are your artworks made?

We collaborate with reputable printing partners in the UK, Netherlands, USA and Australia in order to offer fast delivery with a low carbon footprint. All design work is done in our head office in Sweden.

How do I create my own personalised poster design?

Open the editor and you will find all the tools you need to make a unique and personal poster. Each poster has different controls but, generally you can choose from a range of different designs, edit details such as dates or locations, add text, choose colour themes and change the layout. We continuously aim to improve our product so, if you have any requests, please do not hesitate to contact us and we will see what we can do.

What sizes can I choose from?

We currently offer the following sizes: portrait (30x40cm / 50x70cm / 70x100cm) and landscape (40x30cm / 70x50 cm / 100x70cm). For some products we have limited the availability of sizes based on what is appropriate for the design. To find out what sizes are available - go to the editor of the desired poster and open the tab “Choose Size.” Here you will see all the options available and you can click on the different sizes to see how they will look.

Portraits - About the Product

What materials are portraits made of?

We offer both Fine Art paper and Canvas:

CANVAS: Our canvas material (400gsm) is made of a finely textured artist-grade cotton substrate meeting the highest standards regarding density, colour gamut, graduation and image sharpness. The artwork is printed onto the canvas using a giclée fine art printing process reproducing image details with outstanding clarity and detail. Each canvas frame is milled from the finest quality European kilndried knotless pine and the canvas is hand finished by some of Europe’s most experienced canvas framing teams. The canvases have a depth of 38mm (1½“) and the profile edges are finished with a mirror wrap (the image edge is reflected on the sides).

FINE ART PAPER: Enhanced Matte Art (EMA) substrate 200gsm premium-quality heavyweight paper with a light textured surface. Sourced exclusively from Hahnemühle, the most well known papermaker, this fine art paper guarantees exceptional tonality and renders sharp details with a consistent flatness. The paper is designed for archival storage and is acid-free and lignin-free to guarantee that they will not yellow with age. Our papers are tested to be light resistant for at least 100 years.

What animals can you do?

We can do any animal, just upload the picture and we will design a unique custom portrait of your pet. So far we have made artworks for dogs, cats, horses, pigs, birds and a tortoise. Unfortunately at the moment we do not create portraits for humans.

Is my photo good enough?

Please follow our photo guidelines to get the best results out of your portrait. Each photo will be checked by our artists and if we do not think the photo is good enough, we will contact you by mail and ask for a new picture. This will naturally affect the delivery time; so please follow our guidelines to your best ability to avoid a delay.

Photo guidelines

  1. Take the photo in a place with good lighting. Outdoor during the day will be best.
  2. Ensure that the colour of the fur, skin or hair is not affected by the lighting and is the same colour in the photo as in real life.
  3. Keep the angle as close to eye level with your model as possible.
  4. Try to be as close as possible so your models head takes up as much place in the photo as possible and we can see all the details as closely as possible.
  5. Ensure that the photo is in focus and not blurry.
  6. Ensure that all parts of the head are in the photo. If the ears are cut out, our designers will be unable to include the missing parts.
  7. It is not important to us that the model looks at the camera. Choose a photo that brings forth the feeling you want the artwork to portray. Some of our favorite pieces have been with the models eyes closed or making some kind of funny face.

What kind of background should I choose when I take my photo?

It is not so important what is in the background as our designers will work their magic to crop your pets head into your chosen artwork.

How are the portraits made?

We use digital techniques to professionally edit your photograph so that it melts perfectly into the artwork you chose using a number of different signature techniques to make the portrait look as beautiful as possible. We do not paint by hand.

Do you accept custom requests to change the portrait?

Unfortunately we do not include custom requests to add or remove things from our artworks like adding a hat or removing a detail in the costume. Please do not hesitate to get in touch with us info@louvenir.com and we will do our utmost to accommodate your request.

What sizes do you offer?

We offer: 20x25cm (8”x10”), 30x40cm, 30x46cm (12”x18”), 40x50cm and 41x61cm (16”x24”).

Can I see the artwork before it is printed?

We always send a digital proof for your final approval before print to ensure you will be satisfied with your purchase.

Payments & Price

How do I pay for my order?

We accept all major credit cards (Visa, Mastercard and American Express). We use Stripe as our payment partner to guarantee safe and secure payments.

When am I charged for my order?

You will be charged directly in the checkout counter after you complete your order.

Who pays the customs duties and taxes?

All our prices include VAT for deliveries within the European Union and no extra customs duties or taxes will be applied to orders sent to EU countries, USA or Australia. When ordering from outside the European Union (EU), USA or Australia it is the sole responsibility of the importer (customer) to handle any custom or import duties. Usually these charges must be paid in order for the package to be released by customs. Please note that if you are sending a gift - these charges may fall to the recipient. If you would like more information about the cost estimates for the custom or import duties - please contact the customs office for the country of delivery.

Can I cancel or change my order?

If you notice that you made a mistake or would like to cancel your order; please reach out to us as quickly as possible to see if we can accommodate your request. Unfortunately we are rarely able to cancel or change orders since, all the products we sell are unique and custom-made to our customers. Please take your time to check that your artwork prior to placing the order to ensure that everything is as you would like it.

Delivery

How much is the shipping cost?

Please check out the shipping table for detailed information about the shipping costs for both personalised posters and custom pet portraits on canvas.

Country Personalised Posters Pet Portraits (Canvas)
Argentina (AR) 0 €14.95
Australia (AU) 0 0
Austria (AT) 0 0
Belgium (BE) 0 0
Bosnia (BA) €4.95 €19.95
Brazil (BR) 0 €19.95
Bulgaria (BG) 0 €19.95
Canada (CA) 0 €9.95
China (CN) 0 €19.95
Croatia (HR) 0 €9.95
Cyprus (CY) 0 0
Czech Republic (CZ) 0 0
Denmark (DK) 0 0
Estonia (EE) 0 €9.95
Finland (FI) 0 0
France (FR) 0 0
Germany (DE) 0 0
Greece (GR) 0 €14.95
Guatemala (GT) 0 €19.95
Hong Kong (HK) 0 €19.95
Hungary (HU) 0 0
Iceland (IS) 0 €19.95
India (IN) 0 €19.95
Indonesia (ID) 0 €19.95
Israel (IL) 0 €19.95
Italy (IT) 0 0
Japan (JP) 0 €19.95
Jordan (JO) 0 €19.95
Kazakhstan (KZ) 0 €19.95
Latvia (LV) 0 €9.95
Lebanon (LB) 0 €19.95
Liechtenstein (LI) €4.95 €9.95
Lithuania (LT) 0 €9.95
Luxembourg (LU) 0 €9.95
Malaysia (MY) 0 €29.95
Maldives (MV) €9.95 €19.95
Malta (MT) 0 €19.95
Mexico (MX) 0 €19.95
Monaco (MC) 0 0
Netherlands (NL) 0 0
New Zealand (NZ) 0 €9.95
Norway (NO) 0 0
Oman (OM) 0 €19.95
Philippines (PH) 0 €19.95
Poland (PL) 0 0
Portugal (PT) 0 0
Republic of Ireland (IE) 0 0
Romania (RO) €4.95 €9.95
Russian Federation (RU) 0 €14.95
Saudi Arabia (SA) 0 €19.95
Serbia (RS) €4.95 €19.95
Singapore (SG) 0 €19.95
Slovakia (SK) 0 0
Slovenia (SI) 0 €9.95
South Africa (ZA) 0 €14.95
South Korea (KR) 0 €19.95
Spain (ES) 0 0
Sweden (SE) 0 0
Switzerland (CH) 0 €9.95
Taiwan (TW) 0 €19.95
Tanzania (TZ) 0 €9.95
Thailand (TH) 0 €19.95
Turkey (TR) 0 €9.95
United Arab Emirates (AE) 0 €9.95
United Kingdom (GB) 0 0
USA (US) 0 0
Vietnam (VN) 0 €19.95

How long is the delivery time?

All products are custom made after the order. For personalised posters it usually takes 1-2 business days to print the posters. For pet portraits it usually takes our artists 2-5 business days to design and get a confirmed customer approval of the digital proof before it is sent to production. Thereafter, the production time for fine art paper portraits is usually 1-2 business days and canvas portraits usually 5 business days. Thereafter, the shipping time is between 2-10 business days Worldwide.

For Express Shipping with Prioritized Handling - Please contact us on info@louvenir.com to get a quote. We can provide express shipping for an added fee. Please keep in mind that the products are custom made, bespoke specifically for you and require time to be made also.

Do you offer express delivery?

Please contact us on info@louvenir.com to get a quote. We can provide express shipping for an added fee. Please keep in mind that the products are custom made, bespoke specifically for you and require time to be made also.

How will my order be delivered?

We use fully trackable shipping couriers in order to let you follow the status of your delivery. As soon as your order has been sent from our warehouse we will send you a dispatch confirmation mail together with your tracking number. Depending on the delivery address and product type, we use the following courier firms: DPD, PostNL, Royal Mail, UPS, DHL.

How are your orders packaged?

A delivery note is included with each package but this does not contain any cost prices so you don't need to worry if you are buying a print as a gift or sending direct to a customer.

We use bespoke double-walled boxes so that arworks arrive in an undamaged condition wherever they are shipped in the world. Using the right box for the right product ensures all packages are optimised for transport resulting in excellent and cost effective international shipping rates.

All framed and canvas artworks are wrapped in a protective sleeve with individual plastic guards added to each corner. Additional cardboard is secured over the artworks surface to minimise the risk of breakages or transit damage. Each artwork is then shipped in a heavy-duty cardboard box.

Our packaging standards have been refined many times, over many years and it is now extremely rare for breakages or damage to occur. On those rare occasions when incidents do happen we strive to ensure that your collection and replacement are organised immediately and shipped back out on a priority service without any fuss.

Error with delivery or damaged goods

Please inform us as quickly as possible if there is a problem with your delivery or if you have received damaged goods. Damaged goods must be reported within a realistic timeframe.

Returns & Refunds

What is your return & refund policy?

Due to the nature of custom ordered products, we can not accept returns or exchanges of any items unless the merchandise is misprinted, materially flawed, defective or damaged in transport.

We can not be responsible for the purchase of incorrect sizes or wrongly entered information in the design and will not be able to accept returns for this reason once the posters are custom printed.

If your items are misprinted, materially flawed, or defective in any way, please contact us at info@louvenir.com within 14 days from receipt of merchandise and we will be happy to arrange for a return, reprint, or credit. Please provide your order number with all correspondence.