Customer Help

How long does it take for me to receive my order?For deliveries inside Europe shipping usually takes 2–7 business days depending on the carrier and country. Total time: 4–12 business days in most cases. For remote regions or express shipping options the time may vary. Exact estimates are shown at checkout.

How do I create an account?Go to My account , enter your email and password and follow the confirmation steps. Creating an account lets you view orders, track shipments and speed up checkout. You can also checkout as a guest if you prefer.

How do I change my shipping address?If you need to update the shipping address, contact us immediately. If production has not yet started we can update the address for you. Once we started production or the order is shipped it’s usually not possible to change the delivery address — in that case please contact the carrier with the tracking number.

How do I track the status of my order?After your order ships you will receive an email with a tracking link. You can also track orders from your account page. If you don’t receive a link within the expected timeframe, contact support and we’ll provide the tracking number.

Will you keep my credit card information on file?We do not store your full credit card details on our servers. Payments are processed securely via our payment provider which uses tokenization. You may choose to save a payment method with the payment provider for faster checkout — this is handled by the payment gateway, not by our store directly.

Do you charge sales tax?Yes — sales tax / VAT is applied according to the destination and local tax rules. For EU customers VAT is typically applied at checkout based on the delivery country. We recommend checking the tax line at checkout; if you sell to business customers with a valid VAT ID, different handling may apply (reverse charge).

Do you ship to my country?We ship to most countries in Europe. Available shipping destinations are shown at checkout. If your country is not listed, contact us and we’ll confirm whether fulfilment is possible.

Will my items come in one package?Not always. If your order contains multiple items that are produced at different print centres (for faster delivery) they may be shipped in separate packages and arrive at different times. If all items are produced at the same location, they will usually be shipped together.

What is your returns policy?Our returns policy distinguishes between production defects and buyer-change returns. • Production defects (wrong print, damaged on arrival, printing error): we will replace the item or refund at no extra cost — open a claim with photos within 14 days of delivery. • Change of mind returns (you don’t like the product): these depend on the product and shipping route — contact support to check whether a return is possible and who pays return shipping. See our full Returns page for details.

I received the wrong itemWe’re sorry — please contact us immediately with your order number and photos of the item and packaging. Usually we will reprint and ship the correct item at no extra cost or issue a full refund.

My order arrived damagedIf the item arrives damaged, keep the packaging and take clear photos of the damage and the product. Contact us within 14 days with those photos and the order number; we will escalate the case to Gelato and arrange a replacement or refund depending on the investigation result.

Where should I mail my authorized return?For production issues we typically handles replacement directly and no return address is needed. If a return is authorized for other reasons we will provide the correct return address (sometimes a local return point) and the return instructions. Do not send returns before contacting support.

How do I receive customer support?Contact us via the store Contact page or email support@reminastudio.com with your order number. For fulfillment-related investigations we keep you updated until the issue is resolved.

What do I do if I entered an incorrect shipping address?Contact us immediately. If the order is still in pending status and production has not started we can update the address. Once production begins or the order ships, address changes are usually not possible; we’ll advise whether rerouting via the carrier is feasible.

Can I change or cancel an order after I’ve submitted it?You can cancel or change an order only while it is still in the “pending” or “awaiting production” stage. Once we start production the order cannot be cancelled (production is initiated quickly). If cancellation is required, contact us right away and we will try to stop the process — success is not guaranteed.

Can I pre-order an item that is sold out?Pre-orders and backorders depend on stock. If you want a custom product not currently listed, contact us and we can create a custom product or enable pre-order where supported.