FREQUENTLY ASKED QUESTIONS
Below are answers to some of our most commonly asked questions. If you still need assistance, feel free to contact our support team directly.
Orders
When can I expect my order to arrive?
Each piece from our collection is made to order and typically arrive within 4-6 business days for Standard Shipping and 3-4 business days for Express Shipping after dispatch. Once your order is on its way, we'll send you a tracking number so you can track its progress.
What should I do if my print arrives damaged?
If your print arrives damaged, please let us know as soon as possible. Send us photos of the damaged artwork and the packaging to support@charlietrouble.com so we can assist you in resolving the issue. Be sure to include images of the packaging, even if it doesn’t show clear signs of damage.
Do you offer expedited shipping?
Yes, we offer both Standard and Expedited Shipping.
What should I do if my order is lost?
If your tracking information shows your order has been delivered but you haven’t received it, please contact us at support@charlietrouble.com and we will help track it down.
Prints
Can I frame the prints myself?
Yes, we offer unframed options if you'd prefer to select your own frame. Just choose the "no frame" option when adding the artwork to your cart.
What materials are your frames made from?
All of our frames are crafted from responsibly sourced ash and oak wood and are hand-assembled to complement each piece of artwork.
What type of hanging hardware do you recommend?
Each of our frames comes with a hanging kit, allowing for both horizontal and vertical display depending on the orientation of your print. For larger frames (60x80 cm and up), a pre-installed hook is included on the back panel for easy hanging. Smaller frames are equipped with a mounting kit and an easel stand for tabletop display. No matter the size, you'll find three sawtooth hangers on the back to ensure secure wall mounting. Please note, screws or nails are not included with the hanging kit.
How are your prints packaged?
All of our prints are packaged with corners and wrap and then packed in a box with strong edges to protect the frames. I-beams are used in addition, to give the package additional sturdiness and for multi-item orders (max 3 frames in one package).
Do your prints have a glossy or matte finish?
All of our prints are produced on premium 250gsm archival museum-quality paper with a matte finish.
What material do you use for your framed art?
We use UV-blocking plexiglass in varying thicknesses (1.0-2.5 mm) to safeguard your artwork.
Returns & Cancellations
What is your return policy?
We have a 14-day guarantee, meaning if you are not satisfied with the quality of a product, please utilize the Contact Us link to get in touch with us within 14 days of receiving the item and we will issue you a full refund, minus shipping cost. Please include your order #.
Can I exchange my artwork for a different size?
As each order is custom-made, we are unable to exchange sizes.
Can I cancel or modify my order?
Please utilize the Contact Us link to get in touch with us as soon as possible after placing an order that you would like modified or canceled and we will do our best to make changes or cancel the order. Please include your order #.