Shipping
- Processing time: All orders are processed and shipped within 3–5 business days after payment is received.
- Courier & Tracking: We ship exclusively with reliable courier services( UPS or DHL). Once your package leaves our studio, you will receive the courier’s name and a tracking number so you can follow your shipment.
- Packaging: Each backdrop is carefully rolled and shipped in a sturdy cardboard tube to ensure safe delivery.
- International orders: For deliveries outside Germany, customs fees, import duties, or local taxes may apply. These are the buyer’s responsibility.
Returns & Exchanges
We want you to be completely happy with your hand-painted backdrop. If you are not fully satisfied, here is how our return policy works:
- Return window: You may return your order within 14 business days of receiving it, without giving a reason.
- Conditions for return (voluntary)
- The backdrop must be returned in perfect condition and in its original packaging.
- If the backdrop is returned to us damaged (during a voluntarily customer return): The buyer is responsible and we cannot issue a full refund.
- Custom or commissioned backdrops cannot be returned unless they arrive damaged or defective to the buyer.
- Conditions for return (for damage in delivery):
If the backdrop arrives damaged to the customer (during shipping from us to you), we cover all costs and will either send a replacement or issue a full refund.
Please follow the next steps for your return in case of damage:
- Document with pictures /videos the state of the package and backdrop upon delivery.
- Take immediate contact with us via e-mail at hello@la-imitola-backdrops.de and send us your request with the pictures/videos documenting the damage.
- We’ll provide you with detailed instructions for the return process in 2-3 business days.
- Return shipping costs:
- For voluntary returns, the buyer covers the return shipping costs.
- For damage in a delivery send by us, we cover all costs and provide either a replacement or a full refund.
How to Start a Return
- Contact us via email at hello@la-imitola-backdrops.de to request your return.
- We’ll provide you with detailed instructions for the return process.
- Send the item back securely packaged.
- Once we receive and inspect the returned item, your refund will be issued within 7 business days via your original payment method.