Frequently Asked Questions / FAQs
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Order Tracking: When was my order sent?
As soon as your order is dispatched, we will send you an e-mail confirming the shipping. In the event your order needs to be traced, we will send you a special e-mail with the air mail tracking number. -
I would like to send an article as a gift. Can the recipient see the price?
Should you want make a gift of one of our products, please click on “Special deliveries” under the title “Ordering” Procedure.
And the packing slip for your shipment will not show the price of the shipment whatsoever. You will be notified by e-mail about all price information. And for this reason we recommend that the sender not use the e-mail address of the recipient of these gifts in the order.
We will send the invoice, as a PDF, to the indicated e-mail address. You can then simply print out the invoice for you records. -
How will my order be packed?
The quality of the shipping is, for us, a top priority. Last but not least the packing material used is the backbone of our shipping policy:
Therefore, you can be assured that when you place a combination order, that all articles are individually packaged in their own packing material and then dispatched together thus avoiding any additional shipping charges.
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Art Prints:
Protected by layers of corrugated card board, sealed in a water-proof plastic shell and then packed in a flat packing carton, the best type of protection available to avoid damage to the print's corners and edges. -
Customised Art Prints, Individual Art Prints:
Individual orders are packed according to size and requirements and with your satisfaction in mind. Please e-mail, feel free to contact us with any questions you may have. -
Calendar:
According to the motto, triple works better. First of all calendars are sealed in protective, water-proof plastic cover and then packed in a reinforced cardboard envelop and finally packed and shipped in a flat calendar box. -
Books:
All shipped books are first shrink-wrapped in plastic and then packed made to measure cardboard boxes so the corners and the surface of the books are protected. -
Gift wrapping:
Unfortunately, at this time we offer neither a gift-wrapping or greeting card service.
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Art Prints:
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How can I return an article?
Renestaud.com exclusively quality products and guarantees one hundred percent customer satisfaction!
However should you have a return (some prerequisites for returns apply) please proceed as follows:
1. Please contact our customer service by email (contact(at)renestaud.com). To process your return request the following information is necessary: Customer name, order number, reason for return.
2. Please re-package the return article carefully (in the original packaging if possible) and send the return to the following address:Renestaud.com
Mollenbachstr. 3
71229 Leonberg
Germany
Please keep the original return mail slip as receipt of postage, irrespective of the type of return. After receipt of the returned goods, we will refund the invoice amount for the returned item or items within 7-14 days. We will notify you by e-mail of you refund after your returned item is processed.
Please note that any returned articles that need replacing have to be sent back within 30 days of receipt of order. Otherwise, renestaud.com is entitled to compensation for the shipped items and this payment will be drawn from the stated form of payment method used on your original order.
Which requirements need to be met in order to receive a refund?
Returns are accepted for:
* incorrect items shipped
* orders that are returned according to the return policy within 14 days after receipt of the items.
We accept return items only in their original packaging material. That is why we strongly recommend keeping the original shipping box for the first 14 days after receipt of your order. Items that have been clearly used are exempt from reimbursement. Additionally all other special instructions apply, which are apparent in our shipping confirmation. -
Are the watermarks which are visible on the product preview also on the art work?
In order to copy right our prints the product shot of each piece of artwork has a light luminescent Renestaud.com logo on it. Naturally, this logo is only the internet product shot. And your purchased print or prints will be free of this logo.
