Support

Frequently Asked Questions

Shipping

When will I get my prints?

All prints are made on-demand and transform from a digital file into a physical work of art as your order comes in. Prints generally ship within 3 to 5 work days.

How do you ship the prints?

Prints travel to their new homes with Schenker and DHL. Shipments are delivered to the senders address or to a nearby delivery point for pickup.

How much is shipping?

Shipping is always free for all our products.

Where do you ship to?

We currently ship to these European countries:                                    

  • Finland
  • Denmark
  • Norway
  • Austria
  • Belgium
  • Bulgara
  • Croatia
  • Czech Republic
  • Estonia
  • France
  • Germany
  • Hungary
  • Irland
  • Italy
  • Latvia
  • Lithuania
  • Luxemburg
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • United Kingdom

Additional countries will be introduced in a near future.

Shipments go to the customer's address or to a nearby delivery point.

How do I track my shipment?

Shipping information lands in your email inbox when the prints are sent. A tracking code is sent to you when the package is ready for pickup.

What packaging do you use?

Our prints are shipped in eco-friendly, weather-resistant packing tubes. Frames come in boxes.

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

Unclaimed deliveries are returned to us and you will be debited for the return delivery.

Orders

How do I know that the order went through?

You will receive an order confirmation email with the title "Welcome to the Kolla Community".

I didn't receive an order confirmation. What should I do?

Keep cool, stay calm, check your spam folder, and if you still can't find it - send us an email to help@kollashop.com and we'll sort it for you.

How do I know when I will get the product?

Every step of your art's journey includes an email update. We'll keep you posted every inch of the way, so keep an eye on your inbox.

Where is my order?

Once your art is shipped, you will receive an email with tracking information.

Can I cancel my order?

Orders can be cancelled up until the point we confirm the order via email.

Payment

What payment methods to you accept?

Payments are done through Klarna in Sweden, and through Stripe for all other countries we serve. These two offer several different payment methods including major credit cards.

How do I use a discount code?

At checkout, choose "Click here to enter Promotional Code" and update your cart. The total will be recalculated and if the code is valid, you will see the discount before purchase.

Can I use multiple discounts?

Discounts can not be combined and only one Promotional Code can be used at a time.

Returns

Can I return the products?

We print all orders on demand and we don't have prints in stock. This means you cannot return a print because you've changed your mind. However, we do have a 30 day refund period for damaged or defective products which meet our Return Policy.

As frames are not produced on demand, a 14 day return period applies. Return fee on non-defective products that are not produced on demand (frames) is 69 SEK in Sweden and 14,90€ in the other European countries we serve.

What do I do if a product is damaged?

Send an e-mail to Kolla with a photo of the damaged or defective product and packaging to help@kollashop.com. State in the message the order number along with an explanation of the reason for the return, and if you want a replacement product or refund. Read more about returns in our Terms & Conditions.

Is there a fee for returns?

If a product is damaged or defective and meet our Return Policy, we will cover any additional shipping costs.

Return fee on non-defective products that are not produced on demand (frames) is 69 SEK in Sweden and 14,90€ in the other European countries we serve.

Products

Is my product custom made for me?

Yes. All prints are made to order, which is great for the environment and also ensures that you're receiving a print which is made for you.

Where do you make the prints?

In Växjö, Sweden.

What paper do you use?

Our products are printed on high-quality 230 gsm premium, uncoated, matte paper. We produce the prints using 12 colour pigment printers for best lustre and longevity.

What are Kolla Limited Edition prints?

All Kolla prints come in a limited number of editions, ranging from 10 copies to 500 copies. Once sold in the number of copies available, the print will not be for sale again.

The prints come numbered on the back and includes Certificate of Authenticity.

Are prints with margins bigger than prints without margins?

Our prints are always the same size, no matter if you choose margins or no margins.

For example: if you order a 50x70 cm print, it will always fit a 50x70 cm frame. If you select no margins, the image will go all the way out to the frame and if you select a 10 cm margin, there will be 10 cm of white space (similar to a passepartout) between the image and the frame.

Are margins the same size on all sides of the picture?

All photos with margins are printed using Optical Centre method, where the margin is slightly wider (generally 1 cm) at the bottom of the print. This printing method is used to make it look as if the photo is placed in the middle of the frame.

Do you offer custom size prints?

We offer a wide range of print sizes, from 21x30 cm up to 100x150 cm. If there's something specific you're after outside of the standard sizes, email us at hej@kollashop.com and we'll see what we can do.

What are the frames made of?

Our black and white frames are made of ayous wood. The oak frames are made of pinewood.

What kind of frames do you offer?

We offer three types of frames: black, white, and oak. They come in horizontal and vertical sizes of 21x30 cm, 30x40 cm, 40x50 cm, 50x70 cm, 70x100 cm, and in square sizes of 30x30 cm, 40x40 cm, 50x50 cm, 60x60 cm, and 70x70 cm. At this time we only offer square frames in black and in white. 

Check out the Inspiration page for images of the frames.

Do prints come mounted in the frames?

Prints and frames come separately. Depending on order size, prints and frames will be packed together or come in separate packages.

For photographers

Can I sell my work at Kolla?

We currently accept Kolla Photographer submissions. See this page for more info.

How do I submit my work?

You'll find instructions here.

What kind of images are you looking for?

Collections derived from long-term projects or photographs on specific themes are particularly interesting. If you'd like to hear more about the specific images we're looking for right now, email us at hej@kollashop.com and we'll share more.