FAQ
Answers to the most common questions about products, orders, shipping, and payments.
Returns & Refunds
To return one or more items, contact us at our email address: [email protected]
- Returns for size, frame, or poster exchanges are at your expense.
- Customers residing in Brazil who regret a purchase must contact our customer service and express their wish to return the item within 7 consecutive days of receipt, providing a photo of the item.
- The withdrawal request will be evaluated to verify if the product has been used or destroyed, even partially. In this case, a refund will not be possible.
All information on returns and refunds is available in our refund policy.
Before returning your product, please contact us at the following e-mail address: [email protected].
- The withdrawal request will be evaluated to verify if the product has been used or damaged, even partially. In this case, a refund will not be possible.
All information about returns and refunds is available in our return and refund policy.
Before returning your product, please contact us at the following e-mail address: [email protected].
- Returns for size, frame or poster exchanges are at your expense.
All information about returns and refunds is available in our refund policy.
Our workshops may take 2 to 3 days to start production of your painting. You can contact us during this period to cancel the order before it is produced, free of charge.
If production has already started, you will have to wait for the package to be received. The cancellation request will be subject to an evaluation to check if the product has been used or damaged, even partially. In this case, a refund will not be possible.
All information about returns and refunds is available in our refund policy.
All information on returns and refunds is available in our return and refund policy.
To initiate a return, you must first contact us by email at [email protected].
Orders
When your order is dispatched, you will receive an email with your order's tracking number, which you can click on to track your order's delivery.
As we print posters to order, we do not have a stock, so there is a 3 to 5 working day lead time between ordering and dispatch. You can contact us at any time by email at [email protected] to request information about your order; we generally respond within 24 hours.
Our workshops may take 2 to 3 days to start production of your painting. You can contact us during this period to cancel the order before it is produced.
To cancel the order, please contact us by email: [email protected].
Our workshops may take 2 to 3 days to start producing your painting.
You can contact us before this period to modify the order before it is produced.
A change in size will be subject to a new invoice.
Contact us by email: [email protected]
Make sure you have reached the order thank you page, which confirms that you have finalized the order.
If you have not received an order confirmation by email, there may be an error in the email you provided. You can contact us at [email protected] and we can help you resolve this issue.
Our invoicing application does not automatically send invoices; you can send us your request by email at [email protected]
Shipping & Delivery
When checking out, you have one delivery option available, which is home delivery only.
For Reunion Island, you have the option to pick up directly from our office located in Saint Louis; the exact address will be provided to you when you place your order. You can also find our address on the contact page.
The estimated delivery time (EDT) is our prediction of when an order can be delivered to you.
The EDT is the sum of the estimated fulfillment and shipping times:
estimated fulfillment + estimated shipping = estimated delivery time
Our average fulfillment time is 2–5 business days for all production techniques.
When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity.
The estimated shipping time is calculated based on our historical shipping data for deliveries to your region.
Find all our delivery rates in our shipping policy
Payment
Absolutely. At Univ'île, we take transaction security very seriously.
We use industry-standard security protocols to protect all transactions and personal information.
All credit card transactions on our site are secured by SSL encryption, meaning your data is always protected and cannot be intercepted or stolen.
Furthermore, we never store your credit card details, ensuring an additional layer of security.
You can pay for your purchases:
- by credit card (Visa, Mastercard, American Express),
- by PayPal
- in 3 interest-free installments with Alma
- by bank transfer.
We plan to add more payment options in the future for even greater flexibility.
If you have any questions regarding payment, please do not hesitate to contact our customer service.
You'll soon be able to benefit from this option.
We are currently working on integrating Alma, a payment solution that will allow you to pay for your purchases in 3 or 4 installments.
Stay tuned for updates on this upcoming feature!
We are sorry to hear that you are experiencing issues completing your payment.
This can be due to several reasons, such as incorrect credit card information, a problem with your bank, or a system error on our end.
Here are some tips:
- Check that you have correctly entered your card details, including the card number, expiration date, and security code.
- Make sure your card has not expired and that you have sufficient funds to make the purchase.
- Try using another credit card or payment method.
- If you are using PayPal, ensure your account is in good standing and that you have sufficient funds.
If the problem persists, we invite you to contact our customer service for assistance. We will be more than happy to help you resolve this issue.
Customer account
To create your customer account, go to the login page by clicking on the "user" icon in the navigation bar, then click on "Register."
You can also go to the registration page here.
No worries, it happens to everyone. To reset your password, please follow these steps:
- Go to our website's login page.
- Click on "Forgot password?".
- Enter the email address associated with your account and click "Submit".
- You will receive an email containing a link to reset your password. Click on this link and follow the instructions to create a new password.
If you do not receive the password reset email, please check your spam or junk folder. If you continue to experience issues, please contact our customer service for assistance.
To delete your account, please contact us by e-mail: [email protected]
Gift cards and promotions
Yes! We offer gift cards for purchase with a value of:
- €25
- €32
- €38
- €50
- €64
- €76
- €100
Which you can use or give as a gift.
Gift cards are available here
When you are on the checkout page, enter your gift card code in the "Gift card or promo code" field
We are sorry to hear that you are experiencing issues with your gift card.
This can be due to several reasons:
- Check that you have entered the card number correctly.
- Make sure your card has not expired and that you have sufficient funds to make the purchase.
If the problem persists, please contact our customer service for assistance. We will be more than happy to help you resolve this issue.
Unfortunately, promo codes and other discounts cannot be used to purchase a gift card.
Gift cards cannot be used to purchase other Univile gift cards. Gift cards are solely for the purchase of our posters.
Yes! You can use your gift card to purchase all posters, with or without frames, available on the site.
A gift card will be sent to the email address provided during the order.
Gift cards are valid for one year from their date of issue.
No, gift cards are neither refundable nor exchangeable, even if they have not been used.
Unfortunately, it is not possible to get a refund after the gift card has expired. Please note that it is valid for one year from its date of issue, which gives you plenty of time to use it!
No, posters purchased with a gift card cannot be returned or refunded.
The risk of loss is transferred to the buyer upon electronic transmission of the gift card to the email address provided during the order. Univile is not responsible if a gift card is lost, stolen, destroyed, or used without your permission.
You can choose to send the gift card immediately or at a later date. The recipient will receive their gift card by email at the address you provided.
About
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You can contact us:
- By email at [email protected]
- From the contact page
- From direct messaging by clicking on the chat icon at the bottom right of the screen.
