Question 1

I haven't received an order confirmation — what should I do?

Accepted Answer

First, check your spam filter — the confirmation may have ended up there. If it's not there, write to info@dreamwall.art with your name and the correct amount you saw charged. We'll locate the order manually.

Question 2

Can I change or cancel my order?

Accepted Answer

You can cancel your order contact-free until production has started — typically within 1-2 hours. Write or call as soon as possible at info@dreamwall.art or +45 29 29 29 83. Once production has started, the order can no longer be changed.

Question 3

What happens if I entered the wrong address?

Accepted Answer

Contact us immediately. If the order hasn't been shipped yet, we can correct the address at no extra cost. If the package has already been shipped, additional delivery costs will be charged.

Question 4

What does shipping cost?

Accepted Answer

Free shipping on all orders over 399 kr. For orders under 399 kr., a fee of 75 kr. (DK/EU) or 99 kr. (rest of the world) will be added.

Question 5

How long is the delivery time?

Accepted Answer

Delivery time for posters, canvases, acrylic glass, and frames: Denmark 1-4 weekdays · EU 1-5 weekdays · rest of the world 1-7 weekdays. XL canvases (200×100 and 300×150 cm) take 4 weekdays for production + 2-3 days for shipping.

Question 6

Which shipping companies do you use?

Accepted Answer

We use GLS for small and medium packages (posters, smaller canvases, acrylic glass, frames) and DHL or Danske Fragtmænd for large packages (XL canvases and roll formats).

Question 7

Can I track my package?

Accepted Answer

Yes. When your order is shipped, you will receive an email with a tracking link. The link typically becomes active within 48 hours from when you receive the email. You can also track via our Track your order page.

Question 8

Why is my tracking link not active?

Accepted Answer

The tracking link becomes active when the shipping company has scanned the package into their system — this can take up to 48 hours after you receive the confirmation. If it still doesn't work after 48 hours, contact us.

Question 9

What happens if I don't pick up my package?

Accepted Answer

Packages that are not picked up will be automatically returned after 7 days. For standard packages, a fee of 75 kr. will be charged to cover return shipping and handling. For XL canvases, the return shipping is 800-1,000 kr. — this amount will be deducted from the refund.

Question 10

What is the right of withdrawal?

Accepted Answer

You have a 14-day right of withdrawal on all standard products. Personalised products (photo posters, AI-generated posters, and customised texts) are excluded from the right of withdrawal, according to the Consumer Contracts Act.

Question 11

How do I return an item?

Accepted Answer

Write to info@dreamwall.art within 14 days with your order number. You will receive a confirmation and return instructions. The return shipping is paid by the customer. Once we receive the item, the purchase amount will be refunded within 14 days.

Question 12

Can I exchange my item?

Accepted Answer

We do not offer direct exchanges. Return the item within 14 days, and then place a new order with the correct product or size.

Question 13

What should I do if the item is damaged?

Accepted Answer

Contact us immediately at info@dreamwall.art and attach photos of both the package and the product. We will send a replacement or refund the amount as soon as possible — at no extra cost to you.

Question 14

What should I do if I received the wrong item?

Accepted Answer

First, verify your order confirmation — the product may look different in various sizes. If it is still incorrect, write to us within 30 days with a photo and order number.

Question 15

Can I return frames?

Accepted Answer

Frames can be returned as long as the protective film has not been removed. If the film has been removed, the frame cannot be returned as it is then considered used.

Question 16

Can I return wallpaper?

Accepted Answer

Wallpaper cannot be returned due to the production method — except if there are production defects upon delivery.

Question 17

Does the poster come with a frame?

Accepted Answer

No, we sell posters and frames separately. This gives you the freedom to choose the frame that best fits your home and the artwork. Check out our frame catalogue.

Question 18

Do all posters come with a white border?

Accepted Answer

Not all posters have white borders. Read the product description to see if the border is included.

Question 19

Why does the image on my poster look cropped?

Accepted Answer

Different formats and sizes may require the image to be cropped slightly to fit the package dimensions. We always try to maintain the focus of the artwork.

Question 20

The acrylic glass looks blurry — what's wrong?

Accepted Answer

Acrylic glass frames are protected by a plastic film on one or both sides during transport. Remember to remove the film before hanging the frame — this will bring the image into focus.

Question 21

Where are my products printed?

Accepted Answer

Everything is printed at our address in Hadsten, Denmark. We have not outsourced production — this means shorter delivery times and full quality control.

Question 22

What paper do you use?

Accepted Answer

Our posters are printed on 200gsm FSC-certified paper. Canvases are 360gsm cotton-polyester with water-based ink. Wallpaper is PVC and phthalate-free.

Question 23

What is Imaginator AI?

Accepted Answer

Imaginator is Dreamwall's own developed AI image generator. You describe a motif in words, and our AI creates 4 unique versions for you to choose from. Finished works can be ordered as a poster, canvas, or acrylic.

Question 24

How long does it take to generate an AI image?

Accepted Answer

Each generation takes under 8 seconds. You can generate as many as you want and choose your favourite image for print.

Question 25

Can I return an AI-generated or personalised product?

Accepted Answer

Personalised products — AI-generated images, photo posters, and customised text — are excluded from the right of withdrawal, according to the Consumer Contracts Act § 18, subsection 2 no. 4. However, you still have a 24-month warranty for defects and deficiencies.

Question 26

What images may I upload?

Accepted Answer

You may only upload images you hold the copyright to, or have received full permission to use. This includes obtaining consent from any individuals in the image. Read more on our copyright page.

Question 27

What payment methods do you accept?

Accepted Answer

Visa, Mastercard, MobilePay, Klarna (invoice/split), Apple Pay, Google Pay, and Dreamwall Wallet (existing credit). Bank transfer is possible for businesses.

Question 28

When is the money deducted from my account?

Accepted Answer

The amount is reserved upon ordering, but is only deducted when we ship the item — typically 1-3 weekdays after the order.

Question 29

Is it safe to shop at dreamwall.art?

Accepted Answer

Yes. The entire site runs on SSL/TLS encryption, and we use the PCI-DSS Level 1 certified payment partner Flatpay. We never store your card information.

Frequently asked questions

Ordering & order confirmation

Shipping & delivery

Returns & complaints

Products & quality

Imaginator & personalised products

Payment & security

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