Here you will find all the questions that may arise. From order processing, refunds, delivery times, color schemes, etc. Not finding the right question? Feel free to write to us at info@houseofcanvas.de. We will be happy to help you.

What payment methods can I use?

We accept instant bank transfers (online banking via KLARNA), PayPal, and all major credit cards, such as VISA, Mastercard, AMEX.

Please note:
For instant bank transfers, it may take 3-5 days for your payment to be received by us. Only after we receive the money can we process your order.

When will my order be shipped?

Production and shipping require 2–4 business days (Germany) after you have placed your order and payment has been verified.
For payments made with Klarna (instant bank transfer), there may be an additional processing time due to Klarna's payment allocation.

Cancel or change an order. How does that work? 

Due to the high volume of orders, we cannot guarantee a timely change or cancellation. If you have problems with your order, please contact us. Of course, the money-back guarantee within 14 days remains unaffected by this.

My order status shows "unprocessed". What does that mean?

"Unprocessed" means that your order has been successfully received. Once your order has been processed and shipped, you will receive a tracking number and the status will change to "Shipped."

Unfortunately, an intermediate step "in processing" cannot be integrated for system-related reasons.

How can I return a product?

If you are not satisfied with your purchase and would like to return it, please send us an email within 14 days of receiving your order at info@houseofcanvas.de. Please include your order number and the reason for the refund. You will receive all necessary information by email.

What happens if the products are defective, incorrect, or broken?

Please contact us within 7 days at info@houseofcanvas.de if your received order is defective, incorrect, or broken. To ensure a smooth refund, please provide us with your order number, photos of the damaged product, and all relevant information about the received product. We will do our best to resolve everything as quickly as possible.

The colors are not the same as in the shop. Why is that?

Colors on the internet are often displayed differently on the monitor and are therefore not color-binding. This is due to monitor calibration and also to the different color spaces of monitors (RGB) and print (CMYK).

Please note that we are not liable for color deviations between the photos on the internet and the delivered goods. (see also our General Terms and Conditions)

How long does a refund take?

Refunds can take up to 5 business days. You will receive a confirmation email once your refund has been processed. 
All refunds will be credited back to the original payment method.
If you paid by credit or debit card, we will transfer the refund amount to your account within 5-7 business days after the refund is received. If you paid by Paypal, we will refund the amount to your Paypal account.

 

Where can I enter a discount code?

You can find the field for discount codes in the checkout.
On mobile, you'll find the field in the "Payment" step below the order information.
On desktop, the field is visible on the right side from the "Information" step onwards.

Please note that you can only enter one code per order as our codes cannot be combined.