FAQ
Frequently Asked Questions
Delivery
What are the delivery times?
All orders are printed on demand once validated. Manufacturing generally takes between 2 and 5 business days before your order is shipped.
We deliver to France, all European Union countries, as well as the United Kingdom, Switzerland, Norway, Liechtenstein, the United States, Canada, and Australia.
Delivery time is generally between 7 and 15 business days, depending on the destination country and transport conditions.
As soon as your order is shipped, you will receive an email with a tracking number allowing you to track its progress in real-time.
During periods of high activity (year-end holidays, promotions, or exceptional events), delivery times may be slightly extended.
Do you ship internationally?
Yes. Aurema delivers its creations to France, all European Union countries, as well as the United Kingdom, Switzerland, Norway, Liechtenstein, the United States, Canada, and Australia.
Standard delivery is free throughout the European Union. For other eligible destinations, shipping costs are calculated automatically when you confirm your order.
Once your order has been shipped, you will receive a confirmation email with a tracking number, allowing you to track your package until it is delivered.
Do I have to pay customs or import fees?
For orders delivered within the European Union, no customs fees are to be expected. For certain destinations outside the European Union, such as Switzerland, Norway, the United Kingdom, the United States, Canada, or Australia, customs duties, taxes, or import fees may be applied by local authorities. If applicable, these fees remain the responsibility of the recipient.
What are the delivery charges?
Standard delivery is free for all orders shipped within the European Union, with no minimum purchase.
For other eligible destinations (United Kingdom, Switzerland, Norway, Liechtenstein, United States, Canada, and Australia), delivery costs are calculated automatically when you confirm your order.
For deliveries outside the European Union, customs duties, taxes, or import fees may be applied by the authorities of the destination country. If applicable, these fees remain the responsibility of the recipient.
How can I track my order?
As soon as your order is shipped, you will receive a confirmation email containing a tracking number.
This number allows you to track the progress of your package in real-time directly on the website of the carrier responsible for delivery.
If you have any questions regarding the tracking of your order or encounter any difficulties, our customer service team is available to assist you.
Delivery problems
What should I do if I don't receive my order?
If you have not received your order within the announced timeframe, please track your package using the number sent by email when it was shipped.
If tracking has not updated for several days or if your package appears lost, please contact us with your order number. We will perform the necessary checks with our production partner and the carrier to find a solution as quickly as possible.
If the loss of the package is confirmed, we will replace or refund your order, in accordance with our service policy.
What if my package is lost or marked as delivered, but I haven't received it?
If your package is marked as delivered, but you have not received it, please contact us as soon as possible.
We will open an inquiry with the carrier to investigate the situation. Depending on the findings of this investigation and the carrier's terms and conditions, an appropriate solution may be offered, in accordance with our service policy.
If the package is confirmed as lost in transit, we will replace or refund your order.
Products
What is a print-on-demand canvas?
Unlike mass-produced items, each Aurema canvas is printed only when ordered.
This production method ensures that each piece is crafted with the utmost care, avoids overproduction, and limits waste, while guaranteeing consistent quality for all our creations.
How are your canvases made?
Each Aurema artwork is printed in high definition on premium canvas, using durable inks that provide precise rendering, vibrant colours, and excellent longevity.
Once printed, the canvas is carefully hand-stretched over a sturdy wooden frame, then inspected before shipping to ensure a neat finish and readiness for installation.
What canvas sizes do you offer?
Our artworks are available in the following sizes:
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25.4 × 25.4 cm (10″ × 10″)
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30.5 × 40.6 cm (12″ × 16″)
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35.6 × 35.6 cm (14″ × 14″)
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40.6 × 50.8 cm (16″ × 20″)
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45.7 × 61 cm (18″ × 24″)
Dimensions are also indicated on each product page to help you choose the most suitable size for your interior.
Do you offer custom sizes for canvases?
As of today, we do not offer custom dimensions. Our artworks are available in several carefully selected formats to suit most spaces and interior styles. You can find all available dimensions directly on each product page.
Where are the canvases printed?
Every Aurema artwork is printed in one of our partner production centers, selected based on your delivery country to optimize shipping times.
All our canvases are produced according to demanding quality standards before being carefully prepared for shipment.
Are the colors of the canvas true to the photos?
We strive to present each work as faithfully as possible. However, slight color differences may appear depending on your screen settings.
How do I care for my canvas?
To preserve the quality of your artwork, we recommend gently dusting it with a soft, dry cloth. Avoid cleaning products and prolonged exposure to humidity or direct sunlight.
Returns and Refunds
Can I return a painting if I change my mind?
Yes. You have 14 days from the receipt of your order to exercise your right of withdrawal, without having to justify your decision.
To exercise this right, contact us at support@aurema.co or use the withdrawal facility available on our website.
After notifying us of your decision, you have a maximum of 14 days to return your canvas, in accordance with the return instructions we will provide you with.
Direct return shipping costs are the responsibility of the customer.
For more information, please consult our Complaints, Returns and Refunds Policy.
What should I do if my canvas is damaged or defective?
If your order arrives damaged or defective, please contact us as soon as possible at support@aurema.co.
To facilitate the processing of your request, please provide us with:
- your order number;
- a description of the problem;
- one or more photographs clearly showing the canvas and the damage or defect observed;
- where relevant, a photograph of the packaging.
After reviewing your request, we will propose the applicable solution for your situation, including a replacement, a conformity adjustment, or a refund when the conditions are met.
This procedure does not limit the legal guarantees you benefit from.
How can I get a refund?
A refund may be issued, for example, when you exercise your right of withdrawal, or when a product is defective, damaged, non-compliant, or when a refund is provided for by applicable regulations.
For any request, contact us at support@aurema.co, indicating your order number and the information necessary to process your request.
When a refund is due, it will be made using the same payment method as the one used for the order, unless there is an express agreement to use another method that does not incur additional charges.
For detailed conditions, please consult our Claims, Returns, and Refunds Policy.
Can I cancel or modify my order after I've placed it?
Since each Aurema artwork is printed on demand, production can begin quickly after your order is confirmed.
If you wish to modify or cancel your order, please contact us as soon as possible at support@aurema.co.
If production has not yet started, we will do our best to accommodate your request. Once production has begun, it may no longer be possible to modify or cancel your order.
This does not affect your legal right of withdrawal where applicable.
Payment and invoicing
What payment methods do you accept?
We accept major payment methods, including:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
All transactions made on our site are protected by secure payment systems to guarantee the confidentiality of your information.
When will I be charged?
Payment is made when you confirm your order. Once confirmed, the amount will be debited from your selected payment method.
You will then receive a confirmation email summarizing your order.
Can I get an invoice?
Yes. After your order has been confirmed, you will receive a confirmation email summarising your purchase.
If you would like an invoice, simply contact us at support@aurema.co with your order number. We will send it to you as soon as possible.