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FREQUENTLY ASKED QUESTIONS

PHOTO/GRAPHIC PRINTS

What kind of paper is used for the prints?

Our designs are currently printed on two different types of Fine Art paper that differ mainly in weight.  Premium Matte, which has a more photographic look and feel, and Museum matte, the heavier one, which gives the print a more textured, painterly look and feel.

Are the prints delivered with a frame?

No, a frame is not included when buying a photo/graphic print. 

How will the print be shipped?

  • Posters up to A4 are shipped in a flat box 

  • Posters above A4 are shipped in a tube.

There are some exceptions due to specific requirements in some countries and with some shipping providers:

  • Tube with shipping roll: It might be used in the following countries DK, DE, NO, CH, FR, UK, AU, SG, NL, BE, AT 

  • Triangular/rectangular boxes: Typically used in the US, Canada and Brazil.

Are all photos/graphics by Simona D’Auria?

Yes, all photos and graphics are artworks of Simona D’Auria.

GARMENTS

What technology is used to print garments?

The printing method used on all our garments is called Direct to Garment (DTG), a digital printing process that uses water- based inks. Since this is a digital process, the print is very sharp and has a higher resolution, or DPI, than traditional printing methods such as screen printing. 

Why does my shirt have a vinegar smell/marks/stains?
When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white or slightly brown residue. Don't worry, that's not unusual - it's from a fixation agent, (sometimes known as pre-treatment) that is used for all DTG prints across the industry. It helps the ink bond with the fabric, without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. It is recommended to wash DTG printed garments inside out at 30ºC or cooler.

How should I wash my t-shirt?

You can wash the t-shirt in the washing machine max 30C or 86F and low tumble dry. Wash the garment inside out with similar colors.

Do not dry clean.

Can I iron my printed garments?

No, you shouldn’t.  However, if you decide to do it, turn the garment inside out and never, ever iron directly on the printed design as it will get attached to the iron and will damage both the design and the garment.

 

Why does my shirt have extended garment threads and seam ends?
Sometimes during production extended seam ends might remain on the garment. These don’t impact the structural integrity of the garment and can easily be clipped off.

Why is the color of the t-shirt I have received different from the one I saw online?

Products, when printed, may vary from the content as displayed on-screen, such as due to how computers display colours.

 

Why did my shirts come in in different colors?
Color disparities can arise. As a result, the final appearance of your prints may be influenced by a multitude of distinct factors such as different printers, color profiles, settings, and processes. Our print suppliers want to be transparent and ensure your satisfaction, which is why we cannot promise absolute color precision of 100%.

Are all the printed design by Simona D’Auria?

Yes, all the graphics are artworks of Simona D’Auria

ORDERS

How can I place an order?

It is easy and safe to order on our website. Once you have found the product you would like to purchase, click on the “ADD TO CART” button to place it in your Shopping Cart, or the “BUY NOW”  button if you want to go directly to the checkout section.  Follow the directions through the checkout process to complete your order.
Your order will not be placed until the very end of the checkout process when you will be asked what payment method you want, and you have added your name and address details and clicked on “PLACE ORDER”.

 

 

 

 

 

 

 

 

 

 

 

 

 

How do I know if my order has been successful?

When you place an order on our website, you will receive an email confirming your order and all delivery and billing address details, including all the items you have ordered.
Please check that all information is correct in this confirmation email as incorrect information can cause delays on your order.

 

Do I get a receipt for the payment?

Yes, you will receive an order confirmation via email, where the receipt is included for your purchase.

I have not received an order confirmation, what should I do?

If you placed an order with us but did not receive an order confirmation, it may be because an incorrect email address was provided. Please also check your junk mail to make sure the confirmation hasn’t been sorted there.  

It may also be because the order has not gone through. Kindly contact us via email at contact@simonadaurai.com before placing a new order to avoid duplicate orders.

Can I make changes to my order after the purchase?

Unfortunately, we cannot make changes to an existing order, but if you contact us immediately, we will try to cancel the order before it is shipped. Once your purchase is cancelled, you can create a new order for the correct products, which means you avoid duplicate orders.

I want to cancel an order, what should I do?

If you want to cancel an order before it has been shipped, please send us an email immediately to contact@simonadauria.com

Can I track my parcel?

Yes. You will receive an email with a tracking link as soon as your order is shipped. Make sure to also check your junk mail folder, since emails can sometimes end up there.
If you have ordered multiple different products, then your order will be sent in separate packages. You will receive a tracking link for each parcel via email.

I have not received my order, what should I do?

Please check the tracking number that was emailed to you.  Based on the information you see, if the estimated delivery date has not passed yet, please wait a few more days until the estimated delivery date has passed before you contact us. In the meantime, you can keep monitoring the tracking link.

If the estimated delivery date is already in the past , but there are recent updates in the tracking history, please wait for a few more days before you reach out to us and continue to monitor the updates.

If there are no updates for several days, please reach out to contact@simonadauria.com with your order details and we will look into it immediately.

 

PAYMENT

 

What payment method do you offer?

  • Debit or Credit CARD via Stripe –  Visa, Mastercard and American Express. Available worldwide.

  • PAYPAL – Account or credit card. Available worldwide.

  • KLARNA
    Pay Now, Pay Later, Pay in instalments, available in:  Australia, Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, United Kingdom, United States.

 

* You can see the available payment methods in the checkout.

 

Is it secure to make purchases in the online shop?

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

Why was my card not accepted?

Most credit cards have 3D Security which has to be activated in order for you to make a purchase.
If you are not sure whether the 3D Security for your credit card is activated or not, kindly contact your bank directly and they will help you.
Should you still experience any issues or have any questions regarding this, don’t hesitate to contact by email: contact@simonadauria.com

I have returned my order, when can I get my refund?

Our return process can take up to 14 days from the date you sent back your order. As soon as your return has been received by us and your refund has been initiated, you will receive a confirmation of this by e-mail. Depending on payment method it might take up to 10 business days from when you received the return confirmation, before you get your refund.

Are taxes for customs included in the price?

No. Taxes for customs will be handled by your country’s custom service.

 

SHIPPING & DELIVERY

How long will delivery take?

The standard estimated delivery time is usually 2-8 days and may vary depending on the product and the delivery country. You can find the estimated delivery time of each product in the Shipping & Delivery section of the product description.

 

What are the shipping charges from your shop?

We offer free shipping in all the countries in which we sell our products, however in some countries a shipping fee is applied on certain products, as per the list below:

- Iceland, 7-10 Euros

- Hungary, 5 Euros

You are responsible for import duties and fees.

How will I know when my parcel is arrived?

Whether the parcel is delivered to your home or at the local pick up point, you will receive an email when the parcel has been delivered,  you can also check the location of the parcel with the tracking number that was provided when the order was fulfilled.
 

What happens if I don’t pick up my parcel?

Uncollected parcels will be returned to us and we will charge you a 20 Euros fee for the returned parcel. The fee covers the double shipping costs as well as picking and packing.


I just received a confirmation e-mail with my tracking number, but it does not seem that the package has started to be transported yet. Do i need to be worried?

No, probably not. If you have received the tracking number recently it will take a day or two before any transport updates occur.

CLAIMS, WITHDRAWALS AND RETURNS

Can I cancel/withdraw my order?

There is always a 14-day return policy for products purchased at Simona D’Auria Nature & Landscape Photography. This means that you have the right to revoke your purchase by registering your return on our site within 14 days of the date you took receipt of the ordered product or the order reached the collection point (cooling-off period). Unfortunately, we cannot offer the right of return or exchange on personalized products. 

 


How do I make a return ?

To make a return of your order or a part of your order, first of all you need to contact us for further instructions. 

Send an email containing the following information to contact@simonadauria.com      

– Email address provided at purchase 
– Order number 
– Customer name 
– Item name 

*NOTES
– You are responsible for postage and shipping costs.
– Your return package must be well-protected.
– Returned item(s) must be unused and in original condition. If not, a calculated fee will be taken out for restoration.

Is there a fee for returns ?

Yes, the customer is responsible for all return costs.


How can I exchange a product ?

If you would like to exchange a received product for another, 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.

 


What do I do if a product is broken or incorrect ?

If you receive a defective or incorrect product, we aim to help you as soon as possible. Send an email containing the following information to contact@simonadauria.com

– Email address provided at purchase 
– Order number 
– Customer name 
– Item number 
– Attach a photo  

Our Customer Service Team will get back to you as soon as possible.

 


How will I be refunded?

We will make the reimbursement using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Did you make a purchase during a special offer or did you use a discount code?
Once your return has been received, your order will be recalculated. If the requirements for the special offer or discount are not met, the discount will be deducted from your refund.

The value of a redeemed gift card cannot be refunded. 

 

When will I be refunded ?

We strive to repay the amount as soon as possible, yet no later than within 14 days from the date we received your return. Please note that we must have received the goods as a return or a delivery receipt must be presented on request before a refund can be issued.

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