Help/FAQ

Orders, Production, and Shipping

  • How long does production take?
    • Standard (non‑custom) aluminum wall art typically enters production within 1–3 business days; POD networks emphasize localized production to improve speed and reliability.

When will the order arrive?

  • Typical transit windows after production: 3–14 business days depending on region and carrier; localized production shortens routes, but customs and peak seasons can extend timelines.

Do items ship together?

  • Multiple items may ship separately when fulfilled by different local partners to reduce delays.

Will I receive tracking?

  • Yes—tracking is provided when the order ships; carriers handle updates, and scan visibility can vary by route and season.

Do you ship internationally?

  • Yes, to most destinations served by our production partners; note that customs processing can add time for international shipments.

Are taxes and duties included?

  • Import VAT/duties may be charged by the destination country and are the recipient’s responsibility unless otherwise shown at checkout; this is standard for cross‑border art shipments.

What if the order is late?

  • If a shipment exceeds typical windows, contact support; some POD networks publicize guarantees or partial refunds for significant delays in select regions and products, indicating service expectations in the category.

Returns, Replacements, and Cancellations

  • What is the return policy?
    • Because each piece is made to order, returns for change of mind or size/color preference aren’t accepted; this mirrors common POD and fine‑art practices.

What issues qualify for a replacement or refund?

  • Damaged items, production defects, or clear print errors qualify; submit photos of the product, packaging, and label within 7–30 days per industry guidance to expedite resolution.

How fast are quality claims handled?

  • Claims are reviewed upon receipt of photos and order details; POD best practices recommend swift, photo‑based validation to reduce back‑and‑forth and remake quickly.

Do I need to return damaged items?

  • In many POD cases, photo verification suffices and physical returns aren’t required for damaged/defective items; return‑to‑vendor may be requested in select cases.

Can I cancel or change my order?

  • Orders can be modified only before production starts; production often begins quickly in POD workflows, so prompt requests are essential.

Are custom and personalized orders refundable?

  • Custom items are final sale once proofs are approved; this aligns with personalized goods standards and art platform practices.

Product Details and Quality

  • How accurate are colors on aluminum?
    • Slight differences can occur between on‑screen previews and aluminum prints due to display calibration and the reflective metal substrate; these variances are generally not considered defects in POD norms.

How should aluminum art be cared for?

  • Dust with a soft, dry microfiber cloth; avoid abrasives and prolonged direct sunlight; follow mounting instructions and handle carefully when unboxing.

Do you include mounting hardware?

  • Mounting and hardware details are shown on each product page; fulfillment specifics can vary by region within POD networks.

Customization and Design Services

  • Do you accept custom requests?
    • Yes—single customizations and commissioned designs are available; final proofs must be approved before production, and approved custom items are non‑returnable.

What about B2B design needs?

  • VanVinci provides consultations and design services (e.g., social media assets, business cards); digital services are delivered per agreed milestones and are non‑returnable once delivered, consistent with service‑based policies.

Problem Resolution

  • My order arrived damaged—what should I do?
    • Report within 7–30 days with photos of the item, packaging, and label; approved claims are remade/refunded promptly per POD best practice.

Tracking shows “delivered” but the package is missing—what now?

  • Check with household members, neighbors, and the local carrier; report within 7 days of the delivery scan so we can assist with investigation and next steps.

How long do refunds take after approval?

  • Payment processors commonly take around 5–10 business days to post refunds, which matches general ecommerce guidance from POD content resources.

Policy Rationale and Options

  • Why limit returns to quality issues?
    • Print‑on‑demand is produced specifically for each order; restricting returns to defects aligns with fine‑art and custom‑made norms and keeps prices sustainable for a one‑person studio.

Is there a goodwill option for sizing mistakes?

  • Consider an optional “remake‑at‑cost” program for customer errors: the customer pays production+shipping for a one‑time remake, a middle‑ground seen across independent art sellers to preserve goodwill without adopting marketplace‑style returns.

Contact

  • Email: info@vanvinci.com
  • Hours: Mon–Fri, 9:00–17:00 (local time)
  • Typical response time: 1–2 business days

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