FAQ

1. HOW LONG DOES THE SHIPPING TAKE?

• EU, UK & US 3-7 Business Days Shipping
• Rest of the World 5-14 Business Days Shipping
• Some small delays can appear because of Covid19
  

2. WHY SHOULD I BUY ITEMS FROM ATELIER SUGO?

• We produce eco-friendly in EU and US. 
• We only use environmentally friendly packaging made from recycled cardboard for our products.
• Based on 213 reviews rated with 4.7 stars.
• We offer you worldwide premium shipping with tracking. 
• Fast Shipping worldwide within 3 - 14 days.
• The art prints are made from museum quality 189 g/m² paper.
• Giclée printing quality with stunning sharpness.
• Our clothes, accessories, iPhone cases and flags are made of the finest materials and we use only the highest quality techniques for printing. 
• We offer easy return if you don't like your products.
• Secure and encrypted payment by credit card or PayPal.
• You can pay with Apple Pay, Google Pay, Samsung Pay and many more options.

3. ARE FRAMES INCLUDED WHEN I BUY THE PRINTS?
No, we sell Museum art prints and frames separately.

4. HOW DO I CONTACT YOU GUYS?
Send us an email here for any questions. We will answer Monday - Friday within 24 hours. 

5.1 HOW ARE THE ARTWORKS SHIPPED?
The art prints are rolled and shipped out in a thick and protective cardboard tube to protect them against damages (no frame included). The posters are shipped "ready to hang" right out of the box.

5.2 HOW ARE THE OTHER ITEMS SHIPPED?
All our products are safely packed in environmentally friendly packaging and sent on their way. But the packaging will surprise you 😉

6. HOW CAN I TRACK MY ORDER?
You will receive an email with a tracking link as soon as your order leaves our warehouse. Just double check to make sure it didn't land in your Junk folder, as emails sometimes end up there by accident.

7. CAN I CANCEL MY ORDER?
If you wish to cancel your order before it leaves our warehouse, please contact us immediately here. However, we can't guarantee that we'll have enough time to cancel your order, as our packing/shipping department prides itself on getting products heading our customers' way quickly. 

8. HOW DO I RETURN MY ORDER?
Register your return via our Help Center. After registration you will receive an email containing instructions and address details. You are responsible for postage and shipping costs. Your return package must be well-protected.

9. WHAT IS YOUR RETURN POLICY?
All customers according to the Spanish law have 14 days to regret their buyings. The 14 days start on the day you receive your poster. We will refund the amount back to you within 14 days after your cancellation. The product you wish to return must be returned to us within 14 days after you're cancellation. The product must be in the same condition as when you received it. All costs related to the return will happen on your own account. Contact us here to get the adress for shipping back your artwork.

Note: Due to the diversity and size of our offering, we do not pre-print or inventory any stock, so every piece is printed-on-demand and made custom to order. We do not have any warehouse or hold inventory, but we still want to offer our customers returns but not on items bought on SALE or SOLD OUT. 

All orders that are bought on SALE or a coupon code over 10% off are not included in our return policy at notw-poster.com. The return policy is not included if the artwork you bought is SOLD OUT at atelier.studiosugo.design. We do not accept returns on custom orders.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We do not accept returns for change of a design. 

10. I DIDN'T RECEIVE AN ORDER CONFIRMATION.
If you submitted an order with us, but didn't receive an order confirmation, it's possible that your email address was entered incorrectly. Get in touch with us here to see if we have received an order in your name. We're happy to fix the email address on file and send you the order confirmation. In other cases, the order may not have gone through, so just get in touch before placing a new order to avoid a duplicate order.

11. CAN I ORDER ANY ARTWORK WITH MY OWN DIMENSIONS OR DESIGNS?
We don't offer custom work. The art is only available in the dimensions shown on the website. 

12. WHAT IF THE ORDER IS LOST IN THE MAIL?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of shipping a replacement order for you.

Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore Atelier Sugo reserves rights to refuse returns at its sole discretion.