Support
Something has gone wrong with an order, or is about to. This page is how you reach a person about it.
Write to me
Have your order number ready
Every order gets one when it is placed. It looks like this:
SA-4KQ7BX
Where to find yours:
- On the screen you saw after ordering — it is the large monospaced code, with a Copy button beside it.
- In your account, if you were signed in when you ordered: the account menu, then My orders. It is the first row of every order's receipt.
- If you did not sign in and have lost it — write anyway, and give the email address you ordered with and roughly when. That is enough to find it.
What to put in the message
- Your order number, or the email address you ordered with.
- What has happened, in a sentence.
- A photograph, if something arrived damaged or is not what you expected.
You do not need an account to get help, and you do not need to have ordered through one.
The usual reasons people write
It has not arrived
Tell me your order number and I will check its status. If your parcel is taking longer than expected, please write to me — you do not need to wait for a specific number of days before asking.
It arrived damaged, incorrect or with a problem
Send me your order number and a photograph showing the problem. I will review what happened and contact you to arrange the appropriate solution.
I need to change or cancel it
Ask as soon as you can. Each poster, finished piece and kit is made to your design, so whether an order can still be changed or cancelled depends on how far production has progressed. Write to me with your order number and I will check it for you.
Something about payment
Card details never reach this site: if you paid by card you paid on Stripe's own page, and the studio only ever sees that the payment happened. If you were asked to pay some other way, that was arranged in a message and the same message thread is the place to ask about it.
Something about my data, not my order
A copy of your data and deletion of your account are both buttons rather than requests — see the privacy page, which also names who is responsible for it.
How ordering and delivery work
Production and delivery times depend on the type and size of your order and its destination. If you would like to know the expected production time, delivery time or shipping cost before ordering, write to me.