Terms & Conditions

pictoorstudio.com is operated by Novarex Commerce B.V., a company registered in the Netherlands.

• Trading name: Pictoor Studio
• Legal entity: Novarex Commerce B.V.
• KVK number: 98212834
• VAT ID: NL005315968B59
• Contact: support@pictoorstudio.com
• Website: pictoorstudio.com

These terms and conditions apply to all orders placed on pictoorstudio.com and govern the contract between you and Novarex Commerce B.V. for the purchase of personalised frame prints.

By placing an order, you confirm that:

• You are at least 18 years old
• You have the legal capacity to enter into a binding contract
• You have read and accept these terms in full
• All information you provide during the order process is accurate and complete

These terms are available in English. If you require them in another language, please contact us at support@pictoorstudio.com.

Pictoor Studio produces personalised, custom-printed wall frames. Every product is made individually to each customer's unique specifications based on the dates, text, and options they enter during the ordering process.

Because every frame is produced uniquely for the individual customer — using inputs that no two customers are likely to share in exactly the same combination — our products are personalised goods within the meaning of applicable consumer protection law.

Product images and previews shown on the website are accurate representations of the finished product. The live preview shown in our customiser reflects the actual layout and appearance of your order. You are responsible for reviewing your customisation before completing your purchase.

The process for placing an order is as follows:

1. You select a frame design and enter your personalisation details — dates, text, and any other inputs — using our online designer.
2. You choose your preferred size, frame type (framed print or print only), and frame colour.
3. You review your order summary and proceed to checkout.
4. You complete payment through our secure, hosted payment page.
5. You receive a confirmation email to the address provided. This confirmation email constitutes the binding contract between you and Novarex Commerce B.V.

We reserve the right to cancel and fully refund any order in cases of a clear pricing error on our website, suspected fraudulent activity, or circumstances beyond our reasonable control. We will notify you promptly if this occurs.

Prices are displayed on the website in the currency most relevant to your location, determined automatically from your approximate country. The final price in your chosen currency is confirmed on the checkout page before you complete payment.

EU customers: Prices displayed to EU customers are inclusive of applicable VAT where required. Our VAT identification number is NL005315968B59. A valid VAT receipt is available on request.

US customers: Prices displayed to US customers exclude any applicable state or local sales tax. Where we are required to collect sales tax in your state, this will be calculated and shown at checkout before you complete payment.

Other international customers: Prices shown are the amounts charged by us. You may be subject to import duties, customs charges, or local taxes imposed by your country of delivery. These are outside our control and are the responsibility of the customer. We recommend checking your local customs rules before ordering.

We reserve the right to correct any pricing errors on our website before an order has been confirmed. If a pricing error is identified after you have placed an order, we will contact you and offer you the choice of proceeding at the correct price or cancelling for a full refund.

All payments are processed securely through our payment processor via a hosted, encrypted checkout page. We accept major credit and debit cards, Apple Pay, and Google Pay.

Payment is taken at the time you place your order. We do not store your card details at any point — all payment information is handled exclusively by our payment processor, which is certified to the Payment Card Industry Data Security Standard (PCI DSS).

By providing your payment information and completing your order, you confirm that you are authorised to use the payment method provided.

Every frame is individually produced after your order is confirmed. Production typically takes 1 to 3 business days. Once your order has been dispatched, you will receive a shipping notification by email containing your tracking information.

The estimated delivery times after dispatch are:

Delivery times are estimates only. They may vary due to postal or courier service delays, customs processing, public holidays, or other factors outside our control. We are not liable for delays that are outside our reasonable control once your order has been dispatched.

Risk of loss or damage to your order passes to you upon delivery of the order to the delivery address you provided. If no one is available at the address at the time of delivery, you are responsible for rearranging delivery with the carrier.

We ship to most countries worldwide. Shipping costs are calculated at checkout based on your delivery address and the size of your order.

If you have any questions or concerns about your order before production begins, please contact us immediately at support@pictoorstudio.com. We will do everything we can to assist you.

US customers do not have a statutory right to return personalised custom goods simply because they have changed their mind. However, we stand behind the quality of every order we produce.

We do not offer refunds or returns for orders where the product was produced exactly as shown in the confirmed customiser preview and the customer has made an error in their input (for example, an incorrect date). We encourage all customers to carefully review their customisation before completing payment.

If your order arrives damaged, defective, or in a condition that does not meet a reasonable quality standard, you have the right to a remedy. Please take the following steps:

1. Contact us at support@pictoorstudio.com within 14 days of delivery.
2. Include your order reference number.
3. Attach clear photographs showing the damage or defect.

We will review your report and, at our discretion, offer either a free replacement at no additional cost, or a full refund. Return shipping costs for confirmed defective or damaged items are borne by us.

Nothing in these terms limits or excludes any statutory rights you have under the law of your country regarding defective goods.

You may cancel your order without charge within 1 hour of placing it, provided that production of your frame has not yet begun. To request a cancellation, email us immediately at support@pictoorstudio.com with your order reference number in the subject line.

Once production of your personalised frame has commenced, cancellation is no longer possible. Given the nature of personalised production, work on your order may begin within a very short time of your order being placed.

If your cancellation request is received within the one-hour window and before production has started, we will cancel your order and issue a full refund to the original payment method. Refunds typically appear within 5–10 business days depending on your bank.

You are solely responsible for the accuracy of all personalisation inputs you provide, including dates, names, text, and any other content entered into our designer.

We produce exactly what is shown in the confirmed preview at the time you complete your order. We do not modify, correct, or interpret your inputs — what you enter is what we print.

We are not liable for errors in the final product that result from incorrect, incomplete, or ambiguous information provided by you during the ordering process.

If you notice an error in your order after placing it, contact us at support@pictoorstudio.com as quickly as possible with your order number. We will attempt to make corrections before production begins, but we cannot guarantee that we will be able to do so. Once production has started, we are not able to make changes to your order.

If you have a concern about your order — including quality issues, delivery problems, or any other dissatisfaction — we ask you to contact us at support@pictoorstudio.com before initiating a chargeback or payment dispute with your bank or card provider.

We are committed to resolving issues quickly and fairly. Most concerns can be resolved within one business day by contacting us directly.

Initiating a chargeback for a personalised product that was produced and delivered in accordance with your confirmed order and these terms, without first contacting us, may constitute an improper use of the chargeback process and could be treated as fraudulent under applicable law. This does not affect your genuine statutory rights where they apply.

You retain all rights to the personal content you submit when customising your order — including any dates, names, or text that belong to you.

By placing an order, you grant Novarex Commerce B.V. a limited, non-exclusive, royalty-free licence to use the content you submit solely for the purpose of producing your order. We will not use your personal content for any other purpose.

All frame designs, layouts, visual elements, artwork, and other creative content displayed on our website or incorporated into our products are the intellectual property of Novarex Commerce B.V. or are used with permission. You may not reproduce, distribute, modify, or create derivative works of our designs without our prior written consent.

To the fullest extent permitted by applicable law, Novarex Commerce B.V. is not liable for any indirect, consequential, incidental, special, or punitive damages arising from or in connection with your order or your use of our website, even if we have been advised of the possibility of such damages.

Our total liability to you in connection with any order shall not exceed the total amount you paid for that order.

Nothing in these terms excludes or limits our liability for fraud, fraudulent misrepresentation, death or personal injury caused by our negligence, or any other liability that cannot be limited or excluded under applicable law.

For EU and UK customers: Nothing in these terms affects your mandatory statutory rights as a consumer under applicable European Union or United Kingdom law, including your rights under the EU Consumer Rights Directive and any equivalent UK legislation.

These terms and conditions are governed by the laws of the Netherlands.

EU customers: Disputes arising from these terms are subject to the jurisdiction of the competent courts in the Netherlands. However, EU customers retain the right to bring proceedings before the courts of their country of residence where this right is afforded by mandatory local consumer protection law. EU customers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr to submit a complaint.

UK customers: Dutch law governs these terms, subject to any mandatory rights you have under United Kingdom consumer protection legislation which cannot be excluded by agreement.

US customers: Dutch law governs these terms to the extent permitted by applicable law. For disputes involving amounts under $10,000 USD, we encourage you to contact us at support@pictoorstudio.com to resolve the matter informally before pursuing any formal proceedings. Nothing in these terms waives any rights you have as a consumer under applicable US federal or state law.

Australia and Canada: Dutch law governs these terms, subject to mandatory consumer protection rights under Australian Consumer Law and the Canadian Consumer Product Safety Act respectively.

We may update these terms from time to time. The version of the terms in force at the time you place your order will apply to that order. We will post updates on this page with a revised date. Material changes will be communicated by a prominent notice on the website.

If you have any questions about these terms, contact us at support@pictoorstudio.com.