FAQs

Shipping & Delivery

1. Fulfilment & Shipping Method – Standard Only

All Soulkeeper2099 wall art and prints are produced using print-on-demand by our international production partners.

  • We currently ship all orders using Standard Shipping only.

Where possible, our partners print and ship orders from the nearest facility (UK, EU, US, etc.) to reduce transit time and potential customs delays.

2. Production / Dispatch Time

Every artwork is made to order. In general for POD suppliers:

  • Most print-on-demand products (prints, framed prints, canvas, etc.)
    ship within 1–4 working days,
    and many wall art items are dispatched within 24–48 hours.

Working days exclude weekends and public holidays.

3. Estimated Delivery Times for Standard Shipping

(after dispatch, not including production time)

Based on our partners’ standard shipping estimates:

  • UK → UK: approx. 2–3 business days
  • EU → EU: approx. 5–7 business days
  • US → US: approx. 4–6 business days
  • Australia → Australia: approx. 2–5 business days
  • Australia → New Zealand: approx. 7–10 business days
  • UK / EU → US / Canada: approx. 10–15 business days
  • UK / EU → Rest of World (including most of Asia): approx. 10–15 business days

Total time to receive your order = Production (1–4 business days) + Shipping (see above).

4. Tracking

According to typical our partner policies:

  • Standard Shipping may be tracked or untracked depending on destination and product type.
  • Most US orders and framed/canvas items are usually shipped with tracking.

Whenever tracking is available:

  • You’ll receive a shipping confirmation email with a tracking link or tracking number.
  • If only untracked services are available for your destination or product, this will be indicated in your email.

5. Shipping Rates

  • Shipping rates are calculated at checkout based on destination, product size, and weight.
  • Some regions may have higher rates due to longer distances and local courier costs.

If your order contains multiple items, our system will attempt to combine shipments where possible, depending on product type and production location.

 

6. Customs, Duties & Taxes

Our production partners try to print and ship locally whenever possible to help reduce customs exposure; however, some orders will still cross borders and may incur import duties, taxes, or handling fees.

In general:

  • The recipient (end customer) is responsible for paying any customs charges imposed by their local authorities.
Soulkeeper2099’s default policy is:
📌 Any customs duties, import taxes, or related fees are the responsibility of the recipient.
Please check your local customs regulations if you’re unsure about potential charges for art prints.

If you encounter customs issues, please contact us and we’ll do our best to assist.

7. Incorrect Address & Failed Delivery

If a parcel cannot be delivered because of:

  • Incorrect or incomplete shipping address,
  • Repeated failed delivery attempts, or
  • The courier being unable to contact the recipient,

the shipment may be returned, delayed, or destroyed by the carrier.

  • If the parcel is returned to our partners’ facility, we can arrange re-shipment,
    but re-shipping costs will be charged to the customer.
  • If the parcel is not returned or is lost due to address issues, a new order may be required.

Please double-check your shipping details (name, phone number, postcode, city, street, and house number) before confirming your order.

8. Delays & Lost Parcels

If your order is significantly delayed beyond the estimates above, for example:

  • Domestic shipments are 5+ business days past the upper estimate, or
  • International shipments are 10+ business days past the upper estimate,

please contact us so we can:

  1. Open an investigation with our production partners and the courier, and
  2. Arrange a replacement or handle the case according to our Returns Policy.

9. Contact

For questions about shipping, customs, or delivery status, please contact:

✉ Email: (insert your support email: soulkeeper20999@gmail.com)
Please include your order number, full name, and any tracking information or screenshots you have.

 

Printing Methods

What is a Giclée print?

The word “Giclée” is French for “sprayed ink.” Today, the term describes a museum-grade inkjet process that produces the highest-quality fine-art reproductions. More specifically, giclée printing offers ultra-fine resolution and smooth tonal gradients, preserving subtle detail and color fidelity from the original artwork or photograph. All Soulkeeper2099 fine-art prints are produced using this archival pigment method.

How long do Giclée prints last?

Archival longevity is determined by the use of pigment inks, acid-free museum-grade papers, and careful display or storage conditions such as light exposure, humidity, and pollutants. Independent tests indicate that, under typical museum display settings with protective glazing, pigment prints on archival media often achieve display permanence ratings exceeding 100 years. Actual lifespan depends on UV exposure, light intensity, relative humidity, temperature, and air quality. For maximum longevity, avoid direct sunlight, use UV-protective glazing, opt for acid-free mounts, and maintain a stable environment.

Note: Some systems report even higher projected lifespans under specific ink/paper combinations and optimal conditions, but such figures are not a warranty for every print.

 

Framing Materials & Details

Frame

Solid Wood or Anodized Aluminium with clean, matte finishes and crisp profiles. Built with acid-free components to support long-term preservation.

Available Finishes

Available to order in black, white, natural.

Glazing

Durable Perspex (Acrylic) Glaze: Lightweight, shatter-resistant and crystal clear—ideal for most interiors.

Anti-Reflective “Moth-Eye” Glaze (Premium): A revolutionary anti-reflective thin-film coating that delivers a striking “no-glass” look with dramatically reduced reflections. (Perceived contrast may vary with lighting angle—this is normal for anti-reflective surfaces.)

Care

Avoid direct sunlight, heat and high humidity.

Clean glazing with a soft microfiber cloth only. For acrylic, use non-alcohol, non-abrasive cleaner; do not use ammonia-based glass cleaners.

 

Returns & cancellations

1. Made-to-order artwork

All Soulkeeper2099 wall art and prints are made to order. Each piece is printed individually after you place your order; we don’t keep pre-printed stock.

Because these products are custom-printed to your specifications, they are generally treated as personalised items and are not eligible for “change of mind” returns, unless the item is defective or incorrect, or where your local consumer law requires otherwise.

2. Order Cancellations

All Soulkeeper2099 products are made-to-order, custom-printed art pieces.
Because each item is produced individually after your order is placed, your order cannot be changed, cancelled, or refunded for personal reasons once it has been submitted and paid, to the fullest extent permitted by applicable law.

Please make sure to double-check the following details before confirming your order:

  • Artwork design and size
  • Framing options and print material
  • Recipient name, phone number, and full shipping address

If you notice a mistake after placing the order, you may contact us as soon as possible and we’ll see if minor details (such as contact info before shipment) can be adjusted. However, the order itself will not be eligible for cancellation or refund.

Exception notice:
Where your local consumer law grants non-excludable rights to cancel or return in certain circumstances, we will, of course, comply with those statutory rights.

3. When we accept returns / replacements

Because our products are made-to-order fine art prints, we only accept returns or issue replacements/refunds in the following cases:

  1. The item arrives damaged (e.g. significant damage caused during transit).
  2. The item is materially defective (e.g. severe print flaws, large scratches, stains).
  3. You receive the wrong item or the product does not match your order (wrong design, size or format).

Please contact us within 14 days of delivery
Our print partners require that issues are reported within a limited time window (e.g. 14 days from delivery) so they can investigate and resolve them.When you contact us, please include:

  • Your order number
  • A description of the issue
  • Clear photos of the damaged/incorrect item (overall and close-up)
  • Photos of the packaging if it is visibly damaged

If the issue is confirmed to be due to manufacturing or shipping error, we will, at our expense:

  • Send you a free replacement, or
  • Provide a refund to your original payment method

In some cases, our print partner may request that the item is returned for investigation; if so, we will provide instructions and cover/credit return shipping where appropriate.

4. What is not considered a defect

The following are not usually considered defects and do not qualify for refund or replacement:

  1. Colour differences between screen and print
    • Colours may differ slightly due to monitor and device settings (brightness, contrast, colour profile). This is normal for all printed artwork.
  2. Wrong size or change of mind
    • Ordering the wrong size, choosing the wrong frame colour, or deciding the artwork doesn’t suit your space after delivery are treated as “change of mind” situations and are not eligible for returns.
  3. Minor packaging wear with undamaged product
    • If the shipping box is dented but the print or frame itself is undamaged, this is not considered a defect.

5. Incorrect delivery address

If an order cannot be delivered due to an incorrect or incomplete address provided by the customer, the responsibility lies with the buyer.

  • In many cases, the courier will return the package to our print lab.
    • If the package is returned, we can arrange re-shipment, but re-shipping costs will be charged to you.
  • If the package is not returned or is lost due to address issues, a new order will be required.

Please double-check your shipping address before checking out to avoid delays and additional costs.

6. Refunds

  • Once we confirm that your case is eligible, we will either:
    • Arrange a replacement, or
    • Issue a refund to your original payment method.
  • Refunds are typically processed within 5–10 business days after approval; your bank or payment provider may take additional time to post the funds.

7. When we cannot offer returns or refunds

Except where required by applicable consumer law, we generally cannot offer returns or refunds in cases such as:

  • Change of mind or no longer wanting the item
  • Ordering the wrong size, orientation, or frame colour
  • Requests submitted beyond the defect reporting period (e.g. after 14 days)
  • Damage caused by improper handling after delivery

8. Contact

For any questions about your order, cancellations, or returns, please contact:

Email: soulkeeper20999@gmail.comPlease include:

  • Your order number
  • A description of the issue
  • Relevant photos of the item and packaging (if damaged)