How can we help? Please let us know at support@stellavie.com if the below FAQs don't answer your question — we are here for you.
Shipping destinations
We ship to almost every country in the world and have shipped to more than 50 countries in the last couple of years: US, Canada, Australia, Taiwan — you name it.
Shipping info, costs & runtime
STANDARD shipping international (worldwide) is 12,50 EUR, shipping costs for UPS shipping depend on destination and are calculated during checkout.
If you need your order as fast as possible, UPS is the most reliable option for international shipments as many regular carriers are still struggling due to COVID-19. Runtime for STANDARD international shipments is anything from 7-30 days, shipping usually takes 2-5 days from Germany to the country of destination + another 5-25 days to arrive at the final destination. Runtime for UPS shipments is 3-10 days.
Runtime Standard shipping: can be anything from 7-30 days.
Runtime UPS shipping: usually 3-10 days.
Orders are processed chronologically and usually shipped multiple times per week. Once shipped you should receive a tracking number almost immediately.
Enjoy FREE shipping
Enjoy FREE Standard shipping over 125 EUR and super fast FREE UPS shipping over 250 EUR (EU + Worldwide). Shipping within Germany is free above 35 EUR.
How you can track your order
Let's help you figure out tracking. All orders can be tracked with UPS, Deutsche Post or DHL and usually through the receiving countries postal offices (depending on the country of destination), for example:
Universal tracking: Deutsche Post
All countries: Aftership
Germany: DHL
Canada: Canada Post Corporation
Denmark: Post Danmark
Finland: Posti
France: La Poste
India: India Post
Norway: Posten Norway
Sweden: Posten Sweden
United Arab Emirates: Emirates Post Group
United Kingdom: Royal Mail
United States: USPS
Missed a delivery attempt?
Please make surew to review your tracking-status if you have not received your order within 15-30 days, it's possibly that a delivery attempt has already been made, but you either missed the carrier or the carrier missed to leave a notice!
You should be able to either schedule a redelivery with your carrier or follow up on the notice and retrieve your shipment from a postal office nearby! Please keep in mind that your shipment is usually stored for a maximum of 7-10 days!
Customs fees
Shipments to non-EU-countries may be subject to additional import/custom charges upon arrival. Import limits and tax-free allowances vary from country to country, duties might or might not apply and are solely the recipients responsibility.
Recommendation about frames
We definitely love and recommend a good frame, possibly made from real wood, either oak, maple, walnut, etc. Most of our prints are 50 x 70 cm which is about approximately 27,5 inch by 20 inch. Regular frames in these standard sizes should be readily available.
Some of our customers either cut our prints to size if necessary or purchase the next bigger frame and use a simple, but beautiful passepartout.
Discount codes
We love discount-codes! If you have a valid code, you can enter it during checkout, right after leaving the cart page. Enjoy & hooray!
Payment Gateways
We are accepting all major credit cards through PayPal and Shopify. While PayPal allows you to make payments by wire transfer or credit card, Shopify offers the possibility to process all major credit cards as well as KLARNA and SOFORT during checkout.
SSL / Security
All connections to our site are secure and SSL-encrypted. Your payment details will always be processed through Shopify's highly secure payment gateway with industry-standard Secure Socket Layer (SSL) encryption. Shopify complies with the highest level of Payment Card Industry (PCI) standards.
VAT reported where applicable
Product pricing is the same for all customers, independent of geo-location. Reported where applicable refers to the invoice and whether or not VAT is shown separately.
Returns
We hope that you will be happy with our product/s for a long time. If you need to return a product though, you can ship it back within 14 days, please just drop us a quick note. Shipping costs for a return are to be paid by the customer, as far as the delivery concerns the order placed. Please ship returns, with tracking number, to the following address:
Heidemann und Klein GbR / Stellavie
Arnkielstrasse 16
22769 Hamburg
Germany
Follow this link to learn more about our return policy.
We are 100% committed
From first impression to final delivery: everything that we would expect from a good store ourselves. We offer safe payments (SSL-encrypted connections) and accept all major credit cards. Turnarounds are fast & reliable with FREE shipping starting at 125 EUR.
How can we help?
Our FAQ-Area is a good place to start. You can also reach out at support@stellavie.com — we are here for you.
