FAQs
FAQs:
- How much are the shipping costs?
Shipping costs depend on the size and weight of the artwork. The final shipping price will be updated during checkout once you add your shipping address. We use standard shipping rates and since we want your products to arrive in good condition, we use trackable shipping which will handle your package with care.
- How do I know that my package has arrived?
As soon as your order reaches the delivery point, you will receive an SMS or email to let you know.
For deliveries with DHL and Fedex, they will come to your delivery address and contact you upon arrival, so be sure to enter a phone number where they can reach you.
- What happens if the product is damaged?
Be sure to check the goods for any damage when you receive the delivery. Goods with visible external shipping damage must be claimed from us, you must have the damage noted on your Bill of Lading with the shipping company in conjunction with the receipt. Ask the driver to inspect the damage. If you discover hidden defects / transport damage after opening the package, notify Haydée as soon as possible.
In case of transport damage, contact client@haydee-edition.com and attach the message with clear images of the damage and possibly damaged packaging and provide the email with your order number. In order for us to claim damaged goods from the shipping company, we must notify the shipping damage to the shipping company within 1-3 business days. We therefore thank you for reporting the damage within this period.
- Do I receive a tracking number?
All shipments are trackable and you will get a tracking number once your order is fulfilled and leaves the warehouse so you always know where it is.
For framed prints, you will not automatically get a tracking order for shipment from the framing studio to your home. If you contact us, we will always be able to inform you of the current location of your product.
- How do I know that my order has been registered?
When you place an order, you will be redirected to a page that says "Thank you for your order". You will also receive an email with your order confirmation.
- I have not received an order confirmation.
If you have placed an order with us and have not received your order confirmation, it may be because you entered the wrong email address when placing the order. Please contact client@haydee-edition.com and ask if we have an order on file for you, so that we can correct your email address and email your order confirmation. It could also be because the order did not go through for some reason, so contact us before placing a new order, to avoid double orders.
- I didn't receive any SMS notification
If it has been 8 days since you placed your order and you have not yet received your SMS notification, please contact us immediately. The mobile phone number you entered during checkout may be incorrect. Please contact us as the package only stays for 14 days, then is sent back and we charge…. for unrecovered packages.
- Can I return my order?
You can return your purchase within 14 days. Unless it is a print-on-demand edition and/or a framed print, there is no possibility of returning it as it was made especially for you. Learn more here.
- What happens if I don't pick up my package?
For orders with Collisimo, your order will remain at your post office within 14 days. For deliveries with UPS, a physical mailing address is required. If UPS or Fedex are unable to deliver, you will be notified by post, text or email and you can schedule a new delivery attempt.
For goods returned to us because the customer has not collected the goods, we charge ? This is to cover double freight (to you and back) and the cost of packing and unpacking our goods.
*Are taxes and duties included in the price?
EU
All taxes are included in the sale price and you are charged the local tax rate of your shipping destination.
Outside EU
All prices are exclusive of VAT and are shipped on a DDU (Delivery Duty Unpaid) basis, which means that the prices of the products displayed are exclusive of taxes and customs duties. As the recipient, you are responsible for all import duties, customs and local sales taxes levied by the country to which you are shipping; payment of these is required to release your order from customs on arrival. If you would like to estimate the tax you will need to pay, please contact your local customs.
- What does limited edition mean?
This means that each print is only made in a set number of editions per size and will never be reproduced again. This stems from old techniques when plates were still used to make prints and plates could only be used a limited number of times in good quality. Today, it's a way to ensure prints stay special and ensure prints won't be found in every other home. Modern printing techniques still make these small batches of prints affordable.
- Can I find the products elsewhere?
Most of the works are made exclusively for Haydée and are not sold anywhere else. Sometimes we buy a few select pieces that are available in other places and then clearly state this in the product description.
- How to contact Haydée?
For any questions related to customer service, contact
client@haydee-edition.com.
For press inquiries or any questions regarding Haydée, contact contact@haydee-edition.com
Artists can send their portfolios here (we do get a lot of requests though, so it may take some time for us to get back to you): contact@haydee-edition.com
- How can I become one of your artists?
We love meeting new creative people! Send us an e-mail with your portfolio or some photos to info@haydee-edition.com