Frequently asked questions (FAQ)

Ordering, shipping, and delivery
Do you offer volume pricing?

We are happy to offer volume pricing for especially large orders from this site. Please click here, then click on the "Activate Volume Pricing" button to activate your savings. Your volume pricing will automatically take effect as soon as your all-time order total reaches one of the totals listed below. Please always login with the same account.

  1. 8% off orders of 1,000 USD or more
  2. 14% off orders of 3,000 USD or more
  3. 16% off orders of 5,000 USD or more
  4. 18% off orders of 10,000 USD or more
  5. 22% off orders of 20,000 USD or more

For customers who have already placed order(s) totalling over 1000, 3000, 5000, 10000 or 20000 dollars, please contact us before your next purchase at 646-513-4422 (Mon-Fri | 8am-1pm Eastern) or at

How can I pay?

You can pay by credit card (MasterCard or VISA) or by PayPal. The transaction will be booked upon placing the order, since production of your work will begin immediately.

How much does delivery cost?

You can find all the delivery costs in our Delivery cost chart.

How long does delivery take?

You can find our current delivery times here. The status of your current order is shown in your customer account under "My Orders". Please note that the free shipping gift certificates or promotions only apply to standard delivery. Furthermore, please note that placing an order does not automatically lead to the creation of a WhiteWall account.

What are the delivery options?

We offer two different shipping options. Our standardized Premium Shipping includes a tracking number that allows you to check the status of your order at any time. We email you a link to monitor your order every step of the way. Alternatively, you can choose shipping through the postal service. This less expensive option is available for a maximum of two items per order in sizes of up to 9.84”. Tracking the shipment is not possible with this option.
Delivery date specifications are not binding unless, in exceptional cases, the delivery date has been specifically confirmed to be binding. It is unfortunately not possible for us to agree on exact dates for delivery as the artworks are not in a warehouse waiting for collection, but are instead produced according to your individual specifications after your order is placed.
Please understand that collection from our production location is unfortunately not possible. Thank you very much.

How will the work be delivered?

We ship your artwork in made-to-measure, secure art packaging, using our certified shipping partners. Regardless of the delivery options or product, you can select the shipping service for your order in the shopping cart under "More Shipping Options". Unless otherwise agreed, your order will be shipped (to the delivery address you provide) directly following its production. If you are not available to receive the delivery, a message will be left for you so that you can contact the carrier to arrange a suitable date.

To which countries does WhiteWall deliver?

The countries we deliver to and the corresponding delivery costs can be found in our Delivery cost chart. For countries outside the EU, additional costs such as customs charges and import taxes may apply, and delivery times may be longer. These factors vary from country to country.
To enable us to offer you the best prices and the best service, each country has its own specific website.

How do I order on WhiteWall?

In the photo lab, you can configure and order the image of your choice with the finishing of your choice.
You can also search the WhiteWall Picture World according to various criteria.
Once your order has been sent, you will receive an e-mail from us with all the details of your order. If you have any further questions, we are happy to advise you personally: Contact.

Can I send gift certificates? How do I use a gift certificate?

All information about WhiteWall gift certificates can be found here: Gift certificates.

Can I change my order once it has been placed?

It is not possible to change your order once it has been placed. The only exception to this is the delivery address, which can be changed if your order has not yet been shipped. To change this, please contact the WhiteWall customer service via email at

Still have a question? Contact our Customer Service Team

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What does the WhiteWall Satisfaction Guarantee mean?

Your satisfaction is extremely important to us. That’s why we request that you please contact us right away when something does not meet your expectations. Together we will find a solution for your problem, whether it is by remaking the product or another form of compensation. We strive to always keep improving based on your feedback so we can continue to ensure your satisfaction in the future.

If you are unsatisfied for any reason, please send an email to us at within two weeks of receiving your goods. In the subject line, please write “Satisfaction Guarantee” and make sure to include your order number and an exact description of the issue in your email. Please include at least two photos of the problem for us to accurately evaluate the problem.

Together with our Quality Control team, we’ll analyze your case in order to continue to meet our high quality standards. Then a customer service representative will contact you to find a solution as soon as possible.

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What happens if my order is damaged when I receive it?

Please check your delivery in the presence of the delivery person. If you notice damage, you should refuse receipt. Then, please contact our customer service immediately, so that they can order a replacement. To allow a quick handling of the situation, it is helpful if you can e-mail our customer service photographic documentation of the damage. For more details read our Return Policy
If you have already received the work before you notice damage, please contact our customer service as soon as possible. Please keep the original packaging in case a return is necessary.

Still have a question? Contact our Customer Service Team

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Can I cancel an order on WhiteWall?

We highly recommend that you create a free WhiteWall Account before placing an order. In your WhiteWall Account, you can cancel your order up to two hours after it has been placed. Please understand that cancellations by e-mail cannot be accepted. After this period the production process for your work will have already begun, and it is therefore not possible to cancel your order after this point. Please note that the full payment for your order is booked automatically once the order is successfully placed. If you cancel your order, you will receive a confirmation e-mail immediately. Please note that placing an order does not automatically lead to the creation of a WhiteWall account, and if you order without having created an account, you will not be able to cancel the order.

Still have a question? Contact our Customer Service Team

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