How can we help you?
Here we have collected common questions and answers about ordering, shipping and our design tool. If you do not find the answer to your question, you are always welcome to contact our customer service, and we will help you.
Contact us
Our customer service's goal is to respond as quickly as possible and to reply no later than the next working day.
Contact information
You are most welcome to call or email us.
Email address
info@nordenica.com
We reply no later than the next working day.
Phone
+46 40 654 06 59
Monday - Friday
09.00 – 15.00
Closed on Saturdays, Sundays and Swedish holidays.
Postal address
Please note that we are not able to serve customers at this address.
Nordenica AB, Mor Marnas väg 80F
212 91 Malmö, Sweden
What happens to my uploaded images?
Images or texts you upload to Nordenica's website are stored on a secure server in Sweden. The data will be stored as short a time as possible and only so that your order can be placed and executed.
Before ordering
Images or texts will be stored for a maximum of 21 days after your last visit to our website, after that period they will be deleted. During that period, you can therefore always continue with your order. If you delete an image or text in the design tool, it will be deleted immediately and no copies are being saved.
After purchasing
It is important to us that you, as our customer, are 100% satisfied with your purchase. To facilitate any complaints, your uploaded photos or texts will be stored for a maximum of 30 days after the purchase, after that period they will be deleted. Should the products e.g. have been damaged during transport, we will have the opportunity to produce new products for you.
For more information also read our privacy policy and terms and conditions.
What is a passepartout (mount)?
A passepartout is a cut-out positioned between the glass and the print. It creates a border around the image and a space between the print and the glass, highlighting the image.
Our passepartouts are colourfast and made of FSC® certified, acid-free material. The passepartouts are 1.6 mm thick, have a bevelled edge and are available in various colours and sizes.
What size should my uploaded photos be?
The larger the frame, the higher the resolution should be.
Avoid using blurred images, always choose good quality images.
| Frame size | Minimum resolution | Minimum recommended resolution |
|---|---|---|
| 30x30 cm | 1200x1200 | 1800x1800 |
| 30x40 cm | 1200x1600 | 1800x2400 |
| 40x40 cm | 1600x1600 | 2400x2400 |
| 40x50 cm | 1600x2000 | 2400x3000 |
| 50x50 cm | 2000x2000 | 3000x3000 |
| 60x60 cm | 2400x2400 | 3600x3600 |
| 50x70 cm | 2000x2800 | 3000x4200 |
Cancel or return an order
For more information see: Returns & claims.
Delivery times
I have received my order, but the package is tattered
If the products have been damaged during transport, you will of course receive new ones. Since we need a few photos, it is easiest for you to contact us via email at info@nordenica.com. To process your case, we need:
- Your order number
- Description of the damage
- Photo of the packaging with the products that have been delivered to you
- Photo of the damaged products
We will report the damage to our shipping partner. The part of the order that needs replacing will then be manufactured and sent to you.
Shipping costs
What does the customer satisfaction guarantee mean?
It is important to us that you, as our customer, are 100% satisfied with your purchase! That is why we construct and print our products ourselves and each product is checked by hand. Should one or more products not meet your expectations, then we will produce new ones for you or you will receive a refund.
Please contact us within two weeks from the order date with a description of the issue.
Upon cancellation of the purchase, the products need to be returned. As soon as the products have been received, you will receive a confirmation. The invoice will be credited and an any refund of the purchase price is made within two weeks of receiving the proof.
The customer satisfaction guarantee only applies to the first order and up to and including three photo products of a maximum of 1000 SEK. The customer is responsible for the cost of returning the products. Received images will be destroyed by Nordenica.
