FAQ


How much are the shipping costs?

Currently we deliver our products to the following countries: Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, Norway, Portugal, Spain, Switzerland. We charge the same delivery fee (EUR 9,90) regardless of your location or the size and weight of your order.


How quickly can I expect my order to be delivered?

  • Canvas Prints - delivery is within 5 to 7 business days after receipt of payment.
  • Acrylic Print, Aluminium Print, Forex Print - delivery is within 8 to 10 business days after receipt of payment.
  • Phone cases and mugs - delivery is within 8 to 10 business days after receipt of payment.

Note: if you buy several different types of products in one order, please refer to the product with the longest delivery time.


What do I do if I am not at home when the delivery arrives?

If you are not at home when your order is delivered, UPS/GEL takes your parcel away with them and leaves a message. The courier either makes a second attempt at delivery the next day, or leaves your parcel with a neighbour or in a parcel shop near you. If you know in advance that you will not be at home for the entire day, you can generally inform the courier service about this by telephone and agree on another delivery appointment.


I have not received an order confirmation

After successful placement of an order, you automatically receive an order confirmation which is sent to the e-mail address you provided when ordering. This may go to your spam folder, and therefore please check this folder if you cannot see your order confirmation. If necessary, please also check whether the maximum storage volume of your inbox has been exceeded. If, however, you still cannot find your order confirmation (e.g. because of incorrect spelling of your e-mail address in the ordering process), please contact us.

 

Is express delivery also available for my order?

No, unfortunately it is not possible to send your items more quickly.

 

My delivery address is incorrect or has changed. What do I need to do?

Unfortunately your address cannot be changed later due to the automated processing of orders.


Can I still change my order?

As soon as the order and payment have been completed, amendments to the order are unfortunately not possible for administrative reasons.

 

I have not received the bill.

Our Shop automatically sends an invoice to the e-mail address you filled in during order process. In case you have not received one, please contact our customer service.


How is my order packaged?

In order to enable your goods to reach you undamaged, we only use high-quality special packaging for our products. Our canvas print panel products are, for example, are furnished with an extra layer of edge protection, so that the corners are not damaged in transit. Most of our products are also wrapped in a firm air cushion foil.


What do I gain from registering for the newsletter?

If you want to enjoy exclusive advantages from Creame you can sign up for the newsletter in the box at the bottom right of our homepage or on our customer service page. After a successful registration, you will receive our newsletter on a regular basis with exclusive offers and interesting updates and improvements. After you receive the first newsletter, please add our email to your address book or your list of secure senders. This is the safest way to ensure that you receive all Creame.com newsletters.


Where can I redeem my voucher?

You can redeem your voucher code directly in the shopping basket. For this, please give your code in the field provided and click on "Redeem".


What do I do if my voucher doesn't work?

Please check whether you have entered the code correctly. If your voucher has a minimum order value or a time limit, please ensure that these are currently applicable. Information about this is available on your voucher if necessary. If all data is correct and your voucher still does not work, please contact our customer service.


Can I redeem my voucher once I've already placed my order?

Subsequent consideration of vouchers is, unfortunately, basically not possible.


Can I use several vouchers for one order?

It is not possible to combine special offers and vouchers. Only one offer or voucher may be used per order. Please note that free shipping for orders over a certain price is considered to be a special offer.


What do I do if my product is damaged?

Please take a photograph of the product including the packaging so that we can establish whether the damage has occurred during shipment or during production. Please contact us at info@creame.com. You do not need to send the damaged product back to us.


What do I do if the delivery does not correspond to my order?

If the delivery does not correspond to your order, please first check your order data alongside the invoice. If your order does not agree with the order data, please inform our customer service.


What do I do if my product shows colour deviations?

If your order deviates in colour from your template, this is usually due to the settings on your monitor. Our printers are checked regularly and print your image corresponding to your template. If your product shows extreme colour deviations, please inform our customer service and send us a photo of your product.


What do I do if my image is blurred or fuzzy?

If your image is fuzzy or blurred, this is usually due to the resolution of your photo not being suited to the selected image size, or the original photo being blurred. Unfortunately we cannot accept any complaint made on the basis of low resolution. Therefore, make sure you test during the order process whether the resolution of your photo is sufficient for the desired format.


What do I do if the accessories I ordered are damaged?

If your accessories are damaged, you can make a complaint about this within 14 days. To do this, please inform our customer service.


Is my money refunded in the case of deficient goods?

Unfortunately, reimbursement of your money for individually-manufactured products is not possible. Our products are manufactured individually in accordance with your guidelines and cannot be used after a return. In accordance with § 312d Paragraph 4 No.1, German Civil Code, there is no right to revocation in the ordering of goods that are produced to customer specification or clearly tailored to the personal requirements of the customer. For this reason, you have no right to revocation in ordering canvas prints with individual overprint in accordance with the German Civil Code contract for work. If your product is damaged or parts of the delivery are missing, please contact our customer service. Of course, in the case of valid complaint, we strive for reasonable later improvement. In the unlikely case that we, after two attempts at later improvement, have still not delivered a flawless product, we are of course prepared to refund you your money as the law prescribes.


Are the images printed with or without a border?

Please note that all of our canvas prints are printed exclusively with solvent-free colours for ecological and health-related reasons, and are therefore correspondingly sensitive to moisture. Please ensure that you never wipe down the canvases with damp towels or similar and that the images are not hung up in rooms with high levels of humidity (e.g. bathrooms).


How good is the print quality?

Your photos will be printed on canvas with special HP Latex ® colours, which are guaranteed to be fade-resistant up to 70 years. The result will be vivid colours because our technology enables rendering of the finest details in the corresponding template.