Delivery & Returns

1. Delivery Times and Methods

Available delivery destinations are listed below. Standard delivery is GLS, and DHL Express is available as a faster paid option at checkout.

Standard Products

Standard EU delivery with GLS usually takes 4-8 business days. DHL Express usually takes 1-3 business days. Orders placed on weekdays before 10:00 are usually dispatched the same day when the item is ready to ship.

Custom Products (From Your Photo)

Custom products have a separate production time of 1-3 business days before shipping. After production, delivery follows the shipping method chosen at checkout: GLS Standard or DHL Express.

2. Shipping Costs

EU shipping is €7.90 with GLS Standard, and GLS is free on orders over €80. DHL Express is €12.90, or +€5.00 as an upgrade on orders over €80.

3. Cancellations and Returns

14-day right of withdrawal for standard products

Consumers in the EU have the right to withdraw from an online purchase of standard products without giving a reason within 14 days of receiving the goods. If products from the same order are delivered separately, the period starts when the last product is received.

Notify us before the deadline through our Cancel or return an order service. You may also send a clear withdrawal notice to info@paintbynumbers.eu. Include your name, order number, and the products concerned.

After notifying us, return the products without undue delay and no later than 14 days after the notice. Returns are normally handled through GLS. We will email you the return instructions and return reference after reviewing your request. Keep the return receipt until the return has been processed.

When you use our return service, a €5.40 return shipping fee is deducted from the refund. No return fee is charged for an incorrect, defective, or transit-damaged product.

You may handle a product only as necessary to establish its nature, characteristics, and functioning. Pack it carefully, preferably in the original packaging if available. You are responsible for any diminished value caused by handling beyond what is necessary.

Personalised products

The statutory 14-day right of withdrawal does not apply to products made from your own photo or otherwise made to your specifications and clearly personalised.

We nevertheless allow a personalised order to be cancelled before production begins. Submit the request immediately through the cancellation and return service or by email. Once production has started, the product cannot be cancelled or returned because of a change of mind. This does not affect your rights if the product is defective, damaged, or not as agreed.

Refunds

We refund the payments covered by the withdrawal, including the cost of our least expensive standard delivery method, using the original payment method. Any additional cost of a more expensive delivery method, such as express delivery, is not refunded.

We may withhold the refund until we have received the products or you provide evidence that they have been sent back. We issue the refund without undue delay and no later than 14 days after receiving the withdrawal notice. Return inspection and initiation of the refund normally take 1–3 business days after the return arrives.

Model withdrawal form

You may use the following wording for a withdrawal notice sent by email: “I hereby give notice that I withdraw from my contract for the following goods: [products]. Order number: [order number]. Goods received on: [date]. Name and address: [details]. Date: [date].”

4. Claims and Defective Products

If the product you receive is defective, damaged in transit, or missing parts, contact customer service as soon as possible at info@paintbynumbers.eu with your order number and photos.

We will provide a suitable solution such as replacement parts, a replacement product, or a refund depending on the case.

We are responsible for defects in accordance with applicable mandatory consumer law. The primary remedy is a free repair or replacement. If this is impossible or is not completed within a reasonable time, you may be entitled to a price reduction or termination of the contract as provided by law. Consumers in the EU benefit from a minimum two-year legal guarantee for goods.

5. Uncollected Parcels

An uncollected shipment is not treated as a normal return. If a parcel is returned to us uncollected, we can either resend it with a new shipping charge or refund the order minus the shipping and handling costs already incurred.

6. Seller and Dispute Resolution

Seller: Invecom Oy, Business ID 2886184-9, Asemakatu 4, 55700 Imatra, Finland. Customer service: info@paintbynumbers.eu.

If a dispute cannot be resolved with our customer service, consumers can contact their national consumer advice service or the European Consumer Centre for cross-border assistance. The competent Finnish alternative dispute resolution body is the Consumer Disputes Board.

These terms are governed by Finnish law. This choice of law does not limit any mandatory consumer protection rights available under the law of your country of residence.