FAQ
Here you will find a collection of our most frequently asked questions. We have included a series of subsections which give guidance on each specific topic. Please feel free to reach out to us through email with any further questions, we'd be happy to assist you!
Proof Process
What if I want to see a proof of my order?
Please let know during the Notes to Seller box during checkout if you would like to received a proof. If you have opted to have a proof sent to you, we will send an email with your proof attached within 3-5 business days (but usually sooner!) of receiving your order. We will send the proof to the email you used to place your order.
Can I request changes after I see the first proof?
Absolutely! You can request to see other color combinations and any other customization that was available to select when you first placed your order..​
Can I see a proof before I place my order?
An order must be placed before we will begin work on your custom proof.
Can I see a proof before I place my order?
An order must be placed before we will begin work on your custom proof.
Shipping and Handling
When will my order ship?
That depends on your order. If you opted to see a proof - you'll have a proof emailed to you within 3-5 business days. After you approve your proof most items ship within 2-5 days. Remember, we are making the items you purchased especially for you!
How long does it take my order to ship?
Good question! Your order will ship very quickly - normally the next business day after your order is placed. The shipping method selected at checkout will indicate how many days it will take for the package to arrive on your doorstep once shipped. Fret not, we'll keep you updated every step of the way. You'll receive an email when your order ships that provides tracking information.
Can I change or cancel by order once it's placed?
Shipping addresses can be changed within 24 hours after your item has been purchased. Please verify your shipping address is correct at checkout (through our shop AND through PayPal if you choose to checkout with their services) before submitting your order. Hypolita is not responsible for orders shipped to incorrectly submitted addresses.
Can I rush my order?
Yes! You can choose an expedited shipping option at checkout. Please note that your order will still take time to process and prepare for shipping.
Do you ship internationally?
We do! Please note, import duties, taxes, and charges are not included item prices or shipping costs. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchasing. Please allow 6-8 weeks (minimum) for International shipments to arrive.
Can I add a gift message?
Absolutely! Just let us know when checking out and we can take care of this for you.
Payment
What forms of Payment do you accept?
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We accept Paypal and all major credit cards.
Returns and Exchanges
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Due to the nature of our customizable products - returns are not accepted. If your order is damaged during shipping, or there is a mistake that is no fault of your own (we make a typo or color error), then we'll absolutely correct the mistake! It is the responsibility of the customer to check all spelling, dates and color choices on the proofs that are sent. In the event that you made an error or approved a proof with an error (typo, wrong date, etc), Hypolita is not responsible. Also because of the time sensitive nature of many of our products that require proofs, the customer is responsible for timely communication. We'll make every attempt to get in contact with the customer before shipping, however if we don't hear back from the customer within one week of us sending a proof or communication, we reserve the right to ship the order as is. When we ship we'll send notification of tracking if applicable to the order. In the event of an urgent event deadline, we also reserve the right to ship without hearing back from the customer at all. Proofs are sent as a courtesy and are not a conditional acceptance of product purchase.
Just a reminder...
Prints are not framed and are not on canvas. All prints are printed on premium photo luster paper.