News & FAQ
When will my order arrive?
That depends on your location. We ship everything from Poland and naturally the farther away from us you are, the longer it will take for your package to find its way to you.
DHL Express is fast at 3-7 business days wherever you are, but Posti parcel shipping are carried as regular mail by the postal service and as such may take several weeks. Finnish orders usually take around 1-3 business days to arrive, European around 7-16 business days, and everywhere else anything between 2 and 12 weeks. Please do not enquire after lost packages before at least 30 business days have passed, as delays in the postal system are common and out of our control. Please note that our regular estimates are unlikely to remain accurate during the COVID-19 pandemic – we expect delays of several weeks worldwide.
If you need your order by a specific date, e.g. for a birthday present, please consider opting for DHL Express, as exact transit times are impossible to predict when using the postal service.
Where's my order confirmation?
Check your spam folder! Karolina Kijak's shop will send you automated order and shipping confirmations, but unfortunately many email clients flag messages from Shoper as spam (most notably Gmail). If you think you might have made a typo on your email address, contact me and I'll update your information manually.
I made a mistake when typing my address, how do I fix it?
Contact me via email at firstname.lastname@example.org and I'll fix it for you!
How do I cancel my order?
If it hasn't been shipped yet, contact me and I'll refund you in full. Refunds can only be issued on the same card or PayPal account that was used when making the order. If your order has already been shipped, you'll need to ship it back to me at your expense and I'll refund you once we receive it and confirm the items haven't been used or damaged. Please always contact us first before returning an item.
When will my order be shipped?
As soon as possible! Usually it will only take a few days to process your order, but during busy periods like the holiday season or special sales campaigns it may take longer, as in general we only have two people in charge of shipping and they're only human. Thank you for your patience!
Where is my tracking number?
If you chose DHL or a Posti parcel as your shipping method, your tracking number is on the shipping confirmation email I sent you (check your spam folder if you haven't received it).
Why do you need my phone number?
I will never call you, but DHL needs to be able to contact you to schedule delivery and the postal service might need to let you know the package is ready to be picked up. If the recipient cannot be reached, the package will be returned to us.
If you order a gift directly to someone else's address, please provide their phone number instead. This is especially important if the recipient is in a different country!
I have to pay import tax and service fees for customs clearance! What is that about?
Orders shipped outside the European Union may be subject to import tax, as is the case for most international trade. The tax and other fees are determined by the destination country's customs officials as well as the mail carrier. These fees are not a basis for a refund on our end, as they aren't something we are able to control or reliably predict. By making an order you acknowledge the possibility of additional fees upon import.
Please note that DHL's service fees for customs clearance vary wildly, and in some cases may surpass the value of the order. Some of these fees can be avoided by handling customs clearance yourself, if that is possible in your country – contact your local DHL representative or customs office if you're unsure.
Feel free to contact me with any questions or if you need any specific information to complete the customs clearance process. I'm not expert on every country's import requirements but I'll do my best to help.
Why can I only choose DHL as my shipping method?
DHL is the safest and most affordable shipping method for paintings, which is why I decided not to offer other shipping methods for them at all. Even with the possible service charges mentioned in the previous segment, DHL still remains the most cost-effective way to ship these products, as you'd still be subject to import tax even with the already much more expensive express mail services, with the added risk of packages getting lost or damaged in an unreliable postal system.
Unfortunately this means that these items cannot be shipped to destinations outside of DHL's service area. Thank you for understanding!
My order was damaged in the mail, what do I do?
Contact me via email at karolinakijak.com and include your name, your order number, and a photograph of the damaged item(s) for a replacement or a refund!
I still have questions!
You can contact me via email and I'll get back to you as soon as possible! Please note that I won't be able to answer messages during the weekend or holidays.