Deliveries & Shipping

Delivery time

Our delivery time is 2–5 working days calculated from the day after you submitted your order.

Tracking of deliveries

A delivery confirmation is sent to you as soon as the package has been dispatched to DHL. The e-mail message contains a link with a tracking number (ID) to monitor your order.

How do you send the goods?

All orders are sent in specially-constructed packaging for fast, secure delivery to you.

How much does shipping cost?

It depends on which delivery option you choose. Depending on which country you order from, we will offer the best delivery options for you. At the checkout page you will find the different delivery options together with associated shipping costs.

Where and when can I collect my order?

When your package is ready to collect, you receive a text message with a dispatch number and information on where you can collect your package.

What happens if I don't collect my order?

You have 14 days to collect the package after you receive the text message notifying you that the package is available for collection. After that, the package is returned to us..

Returns policy, returns & claims

Returns policy

We guarantee a 90-day returns policy for all our products. If you are not satisfied with the products you receive or if they simply do not meet your expectations, you always have 90 days to return the products, provided that the products are in their original condition. Please contact us to take advantage of our returns policy.

How do I return goods?

You return goods like this: We will pay the shipping costs if you comply with the following instructions. However, we do not pay any additional delivery costs incurred due to the fact that you chose a different delivery method than the one offered by us.

1. Contact us by e-mail and specify the order number, the reason for the return and which products you want to return. We will then send a digital return shipping slip for you to fill in. The return shipping slip is pre-paid and is addressed to Dear Sam Europe AB and must be stuck on to your return package with our Dear Sam packaging.

2. Hand the packaging at your local DHL service point. Ask for a receipt proving that the return has been handed in and save the receipt until we have approved the return.

3. As soon as we have processed and approved your return, a return confirmation will be sent to the e-mail address you used at the time of the order. 

Important: The goods must be returned in the same condition as they were in when they were delivered to you.

Claims

Dear Sam provides full compensation in the form of a new product when a manufacturing fault has been verified. It is important to inspect the product carefully when it arrives. If a product is damaged or is otherwise faulty when it arrives, a claim should be filed (if possible) within 7 days from receipt. Contact us and we will provide you with further help in your case./span>

Payment/Payment method

How do I pay?

We use Adyen Payment, where you can choose to pay by invoice, in instalments, by card or through Adyen. You will find information on the various payment methods on Adyens website. Please contact Adyen on if you have any questions concerning Adyen Payment.

I want to use a discount code, how do I do it?

Any discount code must be entered in the "enter discount code" field on the second step “Review & Payments”. You can’t combine different offers with each other.

Refunds

For full information, please see our General Terms and Conditions.

Questions regarding Products

Posters & Quality

All our posters are printed on 240g Multidesign Smooth White paper, which is a high quality uncoated paper from the Clairefontaine paper mill in France. The paper is archival quality, i.e. it does not yellow over time. The environment is important to us. All our posters are printed on paper bearing the FSC environmental label for responsible forestry and the EU Ecolabel. Our printing facilities are 100% climate-neutral and all production of posters for dearsam.com bears the Svanen environmental label (similar to EU Ecolabel). Read more about the FSC and the EU Ecolabel here.

Why aren't all the designs available in every size?

There can be several reasons why a particular design is not offered in every size. It may be for technical printing reasons or because the design doesn't work in certain sizes.

Frames & Quality

Our frames are manufactured in Sweden from finger-jointed dried pine or oak with a pine core. All frames have hanging loops on both the long and the short side. Please note that we currently do not offer frames outside the EU.

Specially-constructed cardboards

All orders are sent in our specially-constructed packaging to guarantee fast, secure delivery to you.

What is FSC for responsible forestry?

Forestry certification according to the Forest Stewardship Council (FSC) means that the forestry land is managed according to the FSC's principles and criteria as set out in the FSC's forestry standard. FSC certified forestry takes account of environmental values and social considerations. Biodiversity, ecologically valuable environments and ancient monuments are protected. Employees in forestry must be offered secure working conditions in accordance with agreements. A expert team with an assignment from the FSC takes social, economic and environmental considerations into account. Source: FSC 

EU Ecolabel – the EU's official environmental label

The EU Ecolabel is a Type 1 environmental label. Products that may use the EU Ecolabel are inspected from a life-cycle perspective from raw material to waste. The products must meet stringent environmental, functional and quality requirements. The level of requirements is continually being raised. Source: EU Ecolabel 

Questions regarding Orders

How do I know you've received my order?

As confirmation that your order has been received, we send an order confirmation to your e-mail address immediately after the order has been submitted.

I haven't received any order confirmation

If you're sure you've given the correct e-mail address but haven't received an order confirmation, it may be due to technical delays or the confirmation may have unexpectedly ended up in your spam folder. Check your spam folder. Is there anything you are still unsure about? Please don't hesitate to contact our customer services. We'll be happy to help.

Where's my order?

Our delivery time is 2–5 working days calculated from the day after you submitted your order. You can track your package on the PostNord website using your shipment ID.

Can I change the delivery address after submitting the order?

Changes can be made to your delivery address depending on the payment method you chose and how far your order has progressed in the delivery process. You're always welcome to contact our customer services for help.

I want to cancel my order, how do I do it?

Please contact us if you want to cancel your order. During our opening times, we can make any changes up to the time when the goods are dispatched from our warehouse.

Are my details secure at Dear Sam?

All personal data processing takes place in accordance with the Data Protection Regulation (also known as the GDPR under the EU General Data Protection Regulation). For full information, please see our General Terms and Conditions. We promise that we will process all personal data with the utmost care and responsibility.

Copyright © 2017 Dear Sam Europe. All rights reserved.