This is how we process your order:

Order confirmation
You will receive a confirmation email immediately after completing the payment process. Please note that it may take a few days for payment to be received if you choose the "Sofortüberweisung" payment method, which will extend the delivery time accordingly.

If you have ordered a painting set with "Your own photo", there may also be a longer processing time , as we will first send you a preview of your motif. This must be approved by you before your individual set goes into production.

1. Transfer to our dispatch center
   Your order is then automatically transferred to our dispatch center software. There we check whether all the details are complete and correct. If anything is unclear, e.g. a missing house number or incomplete packing station data, our team will contact you to correct the data together.
2. Picking
   Our employees then assemble the ordered products and pack them carefully.
3. Shipping preparation
   As soon as the shipping label has been created, your order is considered "announced". The parcel is then just waiting to be picked up by our shipping service provider. You will then receive both the shipping confirmation and the tracking link in your customer account by email so that you can track the shipment at any time.
4. Shipping & delivery
   After collection, your parcel will be sent to you as quickly as possible by our shipping partner. It will either be delivered directly to your home, to a nearby partner store or to an alternative desired location (e.g. neighbor).

We will keep you informed about the estimated delivery time and the current status of your order. You will find all the important information in your order overview and in the emails.

As soon as your order is on its way to you, you will receive a shipping confirmation with an initial estimate of when it is expected to arrive.

If you have not received your parcel despite tracking, even though it should already have been delivered according to the status, please first check whether it may have been left at a branch or with a neighbor. If the shipping status has not changed for 5 days, please contact our customer support. We will then contact the shipping partner directly in order to locate the shipment as quickly as possible.

Our evaluations show that parcels usually start moving again within a few days, even if there are short-term delays. As a rule, shipments are not lost - we therefore ask you to be patient in the event of minor delays.

Within Germany and Austria, our products usually arrive within 3-5 working days of receipt of your order.

Please note that Sundays and public holidays do not count as working days.

In exceptional times - such as during major discount campaigns or during the Christmas period - delivery may be slightly delayed. However, we always do our best to process all orders as quickly and smoothly as possible.

We know from experience that delivery notifications are occasionally forgotten. Often your parcel is then at the local post office or has been left with a neighbor.

If you still can't find your order, please contact our customer support team directly at hello@habitus-art.com. We will help you immediately.

We currently ship to the following countries:

Germany and Austria.

You can easily attach the stretcher frame to the back of the canvas using the thumbtacks included with your stretcher frame.

You can find detailed step-by-step instructions in our video: https://habitus-art.com/products/selbstbaurahmen

The withdrawal period is 14 days from the day on which you - or a person authorized by you who is not the deliverer - first received the goods. You can cancel the purchase within this period without giving any reason. Please note, however, that our products can only be returned in an unopened condition. Once the paint has been opened and the canvas painted, the product can no longer be returned.

If your parcel is still in transit, you can simply refuse to accept it upon delivery (or online via the shipping service provider). In this case, the parcel will be automatically returned to us free of charge.

If you accept the parcel anyway, you will find all further information on returns and revocation on this page:

https://habitus-art.com/pages/versand-rucksendungen

You are responsible for the return costs - unfortunately we cannot refund these.

If your items arrive damaged or faulty, please send us a photo of the affected products so that we can arrange a suitable solution or replacement delivery as quickly as possible. Simply contact our customer support team at hello@habitus-art.com.

If you have received an incomplete or damaged delivery , please contact our customer support team at hello@habitus-art.com and send us a photo of the affected items so that we can help you quickly.