Store Policy
SHIPPING POLICY
1. Standard Delivery Timeframe:
Our expected delivery time for standard orders is 3-4 business days. This duration encompasses the manufacturing process, shipping, and handling of your order.
2. Non-Standard Product Delivery (Lumino):
Delivery times for non-standard products, such as Lumino, may vary. We recommend checking the expected delivery time for these items directly in the cart at the time of purchase.
3. Calculation of Shipping Costs:
The shipping cost is determined based on several factors including the total weight of the package, the destination country, and a fuel fee. To obtain an accurate shipping cost, please add the desired product to your cart where the cost will be calculated and displayed.
4. Parcel Handling and Tracking:
All parcels are securely packed and dispatched via reputable courier services including DHL, UPS, or FedEx. Each parcel is assigned an individual tracking number, enabling you to monitor the progress of your delivery.
Note: We strive to ensure prompt and secure delivery of your order with Humko, keeping you informed at every step of the process.
RETURNS POLICY
1. Return and Exchange Regulations:
1.1 General Return Guidelines:
1.1.1 Return Window: Customers can return any part of their order within 14 days of receipt of delivery, except for non-returnable items listed below in 1.1.4.
1.1.2 Condition of Returned Products: Products must be returned unused, in perfect condition, and in the original packaging, including the receipt.
1.1.3 Non-Provision of Return Address: Humko does not provide an option to set a return address. Returned products are typically sent back to our print laboratories. Returned items must be sent at the customer's cost.
1.1.4 Non-returnable Items: Certain items, including personalised, custom-made and framed items that have been mounted are exempt from the return policy unless faulty.
2. Customer Responsibility and Reshipping:
2.1. Incorrect Address Liability: Customers are responsible for providing an accurate delivery address. If a product is returned due to an incorrect address, we will contact the customer to confirm the correct address and arrange reshipping at the customer's expense.
2.2. Non-Returned Packages: If the package is not returned to our facility, the customer is required to place a new order.
3. EU and UK Consumer Protection Compliance:
3.1. 2-Year Guarantee and Faulty Products: Humko offers a 2-year guarantee for all products, covering repair, replacement, or refund if products are faulty, not as described, or do not perform as intended.
3.2. 14-Day Cooling-Off Period: Customers have the right to return online, mail, or telephone orders within 14 days of receipt without justification, followed by another 14 days to return the goods.
3.3. Refund Obligations: A full refund will be issued within 14 days of receiving returned goods, without the need for customers to provide a reason.
4. Repairs, Replacements, and Refunds:
4.1. Post-Acceptance Faults: If a fault is discovered after acceptance of the item, we are obliged to repair or replace it.
5. Exceptions and Exemptions:
5.1. No Refund Required: Refunds are not required if the customer was aware of a fault when purchasing, damaged the item themselves, or no longer wants the item.
6. Warranties and Guarantees:
6.1. Additional Guarantees: Commercial guarantees or warranties provided are supplementary and do not replace the mandatory 2-year guarantee. More advantageous terms advertised by the seller will apply.
7. Proof of Purchase and Returns by Third Parties:
7.1. Verification of Purchase: Proof of purchase may be requested for returns.
7.2. Return by Non-Buyers: Returns are only accepted from the person who made the purchase.
Contact Information:
For any queries, assistance with returns, or guarantee claims, please contact Humko at humko.shop@gmail.com.
Please Note: This policy is designed to align with EU and UK consumer protection laws, ensuring a fair and transparent process for our customers.
PAYMENT METHODS
We are accepting credit/debit cards
FAQ'S
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Can I change my delivery address?Yes, you can update your delivery address if your order hasn't been dispatched yet by contacting humkostudios@gmail.com. Once dispatched, address changes aren't possible unless On Demand Delivery (ODD) is available, which allows you to change the address, redirect to a DHL Service Point, adjust the delivery date, authorize delivery without a signature, or hold the package for up to 30 days. Please be aware that if you release the signature on your delivery it happens at your own risk and we will not cover if the package is lost or stolen.
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Can I change my order after placing it?Once an order is placed, changes can't be made. However, if you contact humkostudios@gmail.com immediately, we may be able to cancel it before dispatch. If canceled, you'll be able to place a new order.
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What if I entered incorrect information?If you provided incorrect details (address, email, etc.), contact humkostudios@gmail.com as soon as possible. If the order has already been dispatched, you may be responsible for any additional costs caused by the incorrect information.
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What to do if my order is delayed?If your order is delayed, check the tracking information from the courier for updates. Delays may occur due to customs or missing paperwork. For further assistance, you can contact us at humkostudios@gmail.com .
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I did not receive an order confirmation. What should I do?It may take a few minutes to receive your order confirmation. Check your spam folder. If you haven't received it within 24 hours, contact us at humkostudios@gmail.com . If the email address was entered incorrectly, we can update it and resend the confirmation. If the order didn’t go through, please contact us before placing a new one to avoid duplicates.
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Can I place a company order?For company orders please write to us at humkostudios@gmail.com as we cannot deduct VAT online.
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How do I know if my order went through?You'll receive an order confirmation at the email address provided during checkout. If you don’t receive one shortly after ordering, there may be an issue with your transaction. Contact us at humkostudios@gmail.com, and we'll help resolve it!
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Can I cancel my order?To cancel your order before it ships, contact us immediately at humkostudios@gmail.com. While we’ll do our best to cancel it, we cannot guarantee this due to our fast shipping process. For orders placed on weekends or after hours, please email us.
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What if I refuse the delivery of my order?Refusing delivery does not guarantee the parcel will be returned to us and may result in the package being destroyed. We cannot offer refunds for refused deliveries that are destroyed. If you don't want to receive your order, please contact us at humkostudios@gmail.com as soon as possible.
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What should I do if I get an error message when trying to pay?Your payment may have been declined by your bank. Contact them to resolve the issue, or try again later. You can also use another card. If the issue isn't payment-related, take a screenshot of the error message and contact us at humkostudios@gmail.com for assistance.
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Do you offer worldwide shipping?Yes, we offer worldwide shipping using DHL (and Omniva for deliveries within Estonia). All orders are shipped from our warehouse in Estonia. Due to import restrictions, we are currently unable to ship to Russia, Belarus, or Ukraine. All packages come with track and trace. You will receive tracking information in a separate email from DHL or Omniva once your order has been dispatched.
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What are your delivery times?Delivery times vary based on your location. See estimated times below: Estonia Omniva: 2-5 business days DHL Express: 1-2 business days Europe (Excl. Norway, Switzerland, Greenland, Faroe Islands, Canary Islands) DHL Economy: 3-6 business days DHL Express: 1-2 business days Rest of the world (incl. Norway, Switzerland, Greenland, Faroe Islands, Canary Islands) DHL Express: 2-4 business days Please note, delivery to remote areas or islands may take longer. We are not responsible for delays outside our control, such as customs or remote location deliveries.
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Where can I find the tracking link for my order?All packages are dispatched with track and trace. You'll receive tracking information in a separate email from DHL or Omniva once your order has left our warehouse. Check your spam folder in case the email is there. If you haven't received the tracking link, contact us at humkostudios@gmail.com , and we'll provide it for you.
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What happens if I am not home upon delivery of my order?If DHL is unable to deliver your order, they will contact you by phone or email to arrange a re-delivery or provide instructions on where to collect the parcel. If On Demand Delivery (ODD) is available, you can change the delivery to a DHL Service Point, authorize delivery without a signature, update the shipping address or date, have it delivered to a neighbor, or hold the delivery for up to 30 days. Please be aware that if you release the signature on your delivery it happens at your own risk and we will not cover if the package is lost or stolen.
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How much is the shipping cost?Shipping costs depend on the size of your order, the shipping method, and your location. The total cost will be displayed at checkout. Please note that local taxes and import duties may apply and are not included in the shipping cost.
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Will customs duty be applied?Since we ship from Estonia, orders within the EU are not subject to customs duties. For orders outside the EU, here’s what you need to know: US: Orders below approximately 730 EUR (800 USD) are not subject to customs duties. For orders above 730 EUR (800 USD), you will be responsible for any import taxes. International: Customs duties may apply and are not included in the shipping cost. Norway: Orders are not subject to customs duties, except for items over 260 EUR (3000 NOK), which will be subject to customs duties. Australia: Orders below 600 EUR (1000 AUD) are duty-free. For orders above 600 EUR (1000 AUD), you will be responsible for any import taxes. Customers are responsible for paying customs duties. Please check with your local customs office for details on any additional fees that may apply.
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Why do UK orders have a minimum purchase requirement?Following Brexit regulations, we have set a minimum order of €155 for UK purchases (excluding gift cards and shipping). Customers are responsible for any taxes or duties, payable directly to DHL or local authorities.
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How do I return my order?We offer a 30-day return policy from the date of receipt. Items must be in their original condition and packaging, or a similar protective box. Returns are at your own risk and expense. Please submit return requests to humkostudios@gmail.com. If returning from outside the EU, ensure all customs paperwork is correctly completed to avoid delays.
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Can I exchange an item?To exchange an item, contact us at humkostudios@gmail.com within our 30-day return policy to initiate a return. Once completed, simply place a new order for the item you want. This ensures you'll receive it as quickly as possible.
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Do you offer free return shipping?Unfortunately, we do not offer free returns. The return shipping cost is the customer’s responsibility..
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When can I expect the refund?Once we receive your return, we aim to process it within a week, but no later than 14 days. You'll receive an email confirmation when the refund is processed. The refund will be issued to the original payment method and may take up to 10 business days to appear, depending on your bank. If you haven’t received the refund after 14 days, contact us at humkostudios@gmail.com with your order and return tracking numbers.
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What should I do if my order arrives damaged?If your order arrives damaged, please contact us at humkostudios@gmail.com within 30 days of delivery. We will gladly send a replacement for damaged or faulty items, but we cannot offer a full refund. If you prefer not to receive a replacement, you may initiate a return or make alternative arrangements with us. Important: Be sure to take photos of both the package and the damaged items upon arrival.
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What should I do if I received the wrong item?We're sorry you received the wrong item. Please take photos of the item and its packaging, and send them to us at humkostudios@gmail.com. We'll arrange for the correct item to be sent to you as soon as possible. Our policy, in line with EU regulations, is to provide replacements for any incorrect items received.
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What should I do if an item is missing from my order?If your order includes multiple items, it may have been shipped in separate parcels. Check your tracking link from DHL or Omniva to see if another parcel is on its way. If all parcels have been delivered but you're still missing an item, contact us at humkostudios@gmail.com within 14 days (or 5 days for Omniva shipments). Please include photos of what you received and the packaging. We'll resolve the issue and send the missing item as quickly as possible.
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How similar are the website colors to the actual art prints?Due to screen differences, colors may vary slightly between the website images and the actual prints. For questions, contact humkostudios@gmail.com.
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How is the paper quality?We use premium, museum-quality papers with a high GSM for durability and superior print results: Platine Fibre Rag 310g Arches Aquarelle Rag 310g All art prints are printed in Estonia to ensure top quality.