Support

Frequently Asked Questions

Shipping

When will I get my order?

All art is made on-demand as the order comes in and generally ship within 1-3 work days.

How do you ship the products?

Shipments are delivered to the sender's address or to a nearby delivery point for pickup, using Schenker and DHL.

How much is shipping?

Shipping is 9,90€ for international orders (outside of Sweden).

Where do you ship to?

We currently ship to these European countries:                                    

  • Sweden
  • Finland
  • Denmark
  • Norway
  • Austria
  • Belgium
  • Bulgara
  • Croatia
  • Czech Republic
  • Estonia
  • France
  • Germany
  • Hungary
  • Irland
  • Italy
  • Latvia
  • Lithuania
  • Luxemburg
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • United Kingdom

Additional countries will be introduced eventually. Don't hesitate to get in touch if your country is not listed. 

Shipments go to the customer's address or to a nearby delivery point.

How do I track my shipment?

Shipping information is emailed after your order.

What packaging do you use?

Our products are shipped in high-quality flat cardboard boxes that protect the prints, passepartouts, and frames.

What happens if I don't pick up my package?

Unclaimed deliveries are returned to us and you will be debited for the delivery (return shipping in Sweden 129 SEK, in other European countries 24,90€).

Orders

How do I know that the order went through?

You will receive an order confirmation email with the title "Welcome to the Kolla Community".

I didn't receive an order confirmation. What should I do?

Check your spam folder. If you still can't find it send us an email to help@kollashop.com and we'll sort it for you.

How do I know when I will get the product?

Production time is normally 1 to 3 work days. You will receive emails throughout the production process.

Where is my order?

Once your art is shipped, you will receive an email with tracking information.

Can I cancel my order?

Orders can be cancelled up until they go in to production. 

Payment

What payment methods to you accept?

Payments are done through Klarna in Sweden, and through Stripe for all other countries we serve. These two offer several different payment methods including major credit cards.

How do I use a discount code?

At checkout, choose "Click here to enter Promotional Code" and update your cart. The total will be recalculated and if the code is valid, you will see the discount before purchase.

Can I use multiple discounts?

Discounts can not be combined and only one promotional code can be used at a time.

Returns

Can I return the products?

We print all orders on demand and we don't have art in stock. This means you cannot return a print because you've changed your mind. However, we do have a 30 day refund period for damaged or defective products which meet our Return Policy.

As frames are not produced on demand, a 14 day return period applies. Return fee on non-defective products that are not produced on demand (frames) is 69 SEK in Sweden and 14,90€ in the other European countries we serve.

What do I do if a product is damaged?

Email us a photo of the damaged or defective product and packaging to help@kollashop.com. State in the message the order number along with an explanation of the reason for the return, and if you want a replacement product or refund. Read more about returns in our Terms & Conditions.

Is there a fee for returns?

If a product is damaged or defective and meet our Return Policy, we will cover any additional shipping costs.

Return fee on non-defective products that are not produced on demand (frames) is 69 SEK in Sweden and 14,90€ in the other European countries we serve.

Products

Is my product custom made for me?

Yes. All art pieces are made to order, which is great for the environment and also ensures that you're receiving a product which is made for you.

Where do you make the art?

All our prints and frames are made in our production facility in Gävle, Sweden.

What paper do you use?

Our products are printed on matte Fine Art Hahnemüle paper. We produce the prints using 12 colour pigment printers for best lustre and longevity.

What does Limited Edition mean?

All Kolla art comes in a limited number of editions, ranging from 10 copies to 500 copies. Once sold in the number of copies available, the piece will not be for sale again.

Kolla art comes numbered and include certificate of authenticity.

Are photographs with passepartouts bigger than those without passepartouts?

Our art peices are always the same size, no matter if you choose to add a passepartout or not.

For example: if you order a 50x70 cm piece, it will always fit a 50x70 cm frame. If you select no passepartout, the image will go all the way out to the frame and if you select a 5 cm passepartout, there will be a 5 cm passepartout between the image and the frame.

If I order a 50x70 cm and add a passepartout, how big will my art piece be?

A 50x70 cm will always remain 50x70 cm, regardless of whether you add a passepartout or not.

If you select No Passepartout, the printing will be edge to edge and the picture as well as the print will be 50x70 cm.

If you select a 5 cm Passepartout, the picture will be roughly 40x60 cm and the total size of the art piece will remain 50x70 cm (picture+passepartout).

The art always keep the same sizes to fit standard size frames.

Do you offer custom size products?

We offer a wide range of sizes, from 30x40 cm up to 100x140 cm. If there's something specific you're after outside of the standard sizes, email us at info@kollashop.com and we'll see what we can do.

Our selection of frames range from 30x40 cm up to 100x140 cm.

What are the frames made of?

Our black and white frames are made of ayous wood. The oak frames are made of pinewood. Most frames come with real glass. Our 70x100 cm and 100x140 cm frames come with acryllic glass.

What kind of frames do you offer?

We offer three types of frames: black, white, and oak. They come in sizes 30x40 cm, 40x50 cm, 50x70 cm, 70x100 cm, and 100x140 cm.

Do prints come mounted in the passpartouts and frames?

Art comes mounted in passepartouts and frames come separately in the same package.

For photographers

Can I sell my work at Kolla?

We currently accept Kolla Photographer submissions. See this page for more info.

How do I submit my work?

You'll find instructions here.

What kind of images are you looking for?

We're currently only looking for photographs from Stockholm, Sweden and surrounding areas. If you'd like to hear more about the specific images we're looking for right now, email us at hej@kollashop.com and we'll share more.