Returns & refunds

Printed and framed posters are made to order from your GPS file and your text. There is no change-of-mind return on them.

Nobody else wants a poster of your route, and there is no shelf to put it back on. Every made-to-order print shop takes this position, and EU distance-selling rules allow it for goods made to a customer's specification (art. 6:230p BW, art. 16(c) of the Consumer Rights Directive).

Where the line falls matters, so: picking a size or a palette from the options we offer would not be enough on its own. Choosing from a shop's standard options is not personalisation in law. What makes your poster exempt is your route and the text you typed. If we ever sell a poster carrying neither, that one keeps its full 14-day withdrawal right and this section does not apply to it.

Damaged, misprinted, or not what you previewed? Send a photo to hello@lope.studio and we reprint it or refund it. There is nothing to send back.

This covers print defects, transit damage, colour that does not match the preview you approved, and frames that arrive knocked about. You do not have to return the poster before we act on it, and there is no deadline you have to beat.

Tell us what is wrong with it. Sometimes a poster is technically perfect and still not the thing you hoped for. Say so; that is useful to us.

Email us and we will either put it right or refund you.

This one is at our discretion rather than a right you can hold us to. In practice we say yes far more often than no.

Spotted a typo an hour after ordering? Email us. Until the lab starts, we can still change the text, the size, the palette or the frame colour, at no cost. After that it becomes a reprint, which we will also do — it is just slower.

Every order includes the digital file, and it is delivered the moment you pay. Under EU rules, immediate delivery of digital content ends the withdrawal right only if you actively agree to it first.

That is what the checkbox at checkout is for. It asks you to confirm two things: that you want the file straight away, and that you understand this means giving up the 14-day withdrawal right on it. Your order confirmation repeats both, so you have a record.

It is a real choice. Leave the box unticked and we hold the file for 14 days and send it after; you keep the full withdrawal right, and you wait. Almost nobody wants that, but it is available.

Once the file has been sent we cannot un-send it, so for digital orders the guarantee covers files that are broken, wrong, or not what was previewed.

1. 1Email us. Write to hello@lope.studio with your order number. One line about what is wrong is plenty.
2. 2Send a photo. Only if it arrived damaged or misprinted. It tells us which step failed, and we take that up with the lab rather than with you.
3. 3We fix it. Reprint or refund, your choice. Refunds go back to your original payment method.

Where a withdrawal right does apply, meaning an unpersonalised item or a digital file you never agreed to receive immediately, you can use our withdrawal form or just say so in an email. Either works; the form only exists so nobody has to word it carefully.

We refund to your original payment method. We start it within one working day of agreeing the claim, and the law gives us 14 days. After that the delay is your bank's: typically another 3–5 working days for a card, faster for iDEAL.

None of the above reduces the rights the law gives you. Goods must match their description and be of satisfactory quality, and if yours are not, you can hold us to that whatever this page says.