Got Questions? We’re Here To Help
Contact
How can I contact Pictura Store?
If you have any questions, we are happy to help.
Contact: support@picturastore.com or click here
Our experts are available 7 days a week to answer all the questions you may have.
How long does it take to get an answer?
We always aim to answer every question within 48 hours.
Products
How do I find the right size?
Our apparel is available in unisex sizes.
We advise you to check the size guide on the product page or check our size guide page.
Do you offer sizes for all body types?
Absolutely! We provide a variety of sizes. Every size is stated in each product.
How can I wash my apparel?
To keep your Pictura garment looking as good as new, we recommend turning it inside out before machine washing it in cold water on a delicate cycle. Hang drying is the best option, but if you need to use a dryer, set it to a delicate cycle with low heat. The more you hang dry the longer it will last.
For more details check the instructions in wash and care page.
Orders & Payment
Where can I find my invoice?
Your invoice will always be sent to the email address you provided during the checkout. Please also check your spam inbox. If you cannot find your invoice, please contact our customer service.
Which payment methods can I use?
You can pay with Paypal, Mastercard, Visa, Maestro, Google Pay, Apple Pay and Amex.
I didn't receive an order confirmation email. Did my order go through?
If you haven't been able to find your order confirmation in your inbox, be sure to check your spam folder! If you have checked your spam folder and are still not seeing a confirmation, please contact our customer service team as something may have gone wrong. In order to help you efficiently, please include the following information:
Your name, email address, and payment method (PayPal, credit card, etc.)
How can I cancel my order?
Unfortunately we cannot change the details of your order after it has been placed, as we process and package your order as quickly as possible.
If the item does not fit? Please return it to us for the correct size.
Will I receive an order confirmation?
You will receive an order confirmation by email immediately after placing your order. This email contains the order number, order summary and the shipping address.
I have entered incorrect address details, can this be changed?
Unfortunately we cannot change the details of your order after it has been placed, as we process and pack your order as quickly as possible. To be sure, please contact our customer service team to discuss the solutions.
Shipping
To which countries do you ship?
We deliver worldwide. Pictura orders are shipped with DHL, DPD, UPS, FedEx and other reliable couriers.
What is the delivery time?
All information about the shipping times and rates we apply can be found on the following page: shipping time.
What are the shipping costs?
Shipping costs will be automatically calculated during checkout.
How can I check my order status?
You can check your order status by logging in to your customer account. Under profile you will see your "Orders". Once your order has been shipped, tracking information will be provided.
If your order has been delayed, please contact our customer service team.
How can I track my order?
As soon as your package is shipped we will send you an email with a Track and Trace. Here you can find the status of your order and if necessary provide the delivery service with additional instructions.
I have not received my order, what should I do?
Did you not receive your order? Sorry to hear! After placing your order you will receive an order confirmation with the order number. The same day your order will be sent. Here you will receive an email with a track and trace to follow the package. Did you not receive this mail or is the status of your package unclear?
Please contact us at support@picturastore.com.
My Track & Trace indicates that my order has been returned. What should I do?
Please contact us at support@picturastore.com. One of our customer service employees will investigate what happened and come up with a solution as soon as possible.
International customs duties and taxes
Depending on where you reside in the globe, your order may be subject to local taxes and levies. These additional costs are not included in the shipping cost paid at checkout. We have no control over any country's import taxes or customs regulations. Customs costs are often based on the weight, value, and quantity of items in a single purchase. We are unable to designate orders as gifts to avoid customs taxes.
If the package's customs duties are not paid, the order will most likely be returned to us. We cannot give refunds for customs fees, shipping expenses, or order costs if the fee is not paid. To learn more about your country's customs legislation, contact your local postal agency or Customs Department.
Returns and exchanges
What are the return conditions?
Return period
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.
Return conditions
All items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the item.
Shipping costs are not refundable.
What are the return costs?
Returns are on your own cost and depending on the courier and the country you return your package from.
How can I exchange or return my order?
The exchange or return of an order is very easy.
Send within 14 days after receipt of your order an email to contact@picturstore.com in which you indicate that you want to exchange one or more products. We will send you the return instructions right away. :)
How long does it take to exchange a product?
After your return shipment is received by our warehouse, we will process your return within 10 days. In most cases your exchange wish will be executed in just a few days. You will always receive a confirmation email with a tracking code once your new order is fulfilled.
What can I do if my exchange product is no longer available?
Ask our customer service team about the possibilities. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and work with you to find a solution.
Where can I find my order number to register my return?
Your order number can be found in the confirmation email you received after placing your order. This is a five digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.
What should I do if a product is delivered faulty or damaged?
Unfortunately, it sometimes happens that a product is damaged during shipment or production. We are of course happy to resolve this with you. Please send a message to contact@picturastyle.com with a picture of the complaint. Our customer service will work with you as quickly as possible to find a solution.
What should I do if I want to return my order outside the return period?
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a store credit. Please ask our customer service for the possibilities.
How long does a refund take?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 10 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 3 days before the refund is visible on your bank account.
Can I change my address or products once I place an order?
Due to the many moving parts, once an order is placed and shipped, we are unable to make changes.
Our fulfillment team begins working on your order as soon as it's placed, so once an order is placed we can't cancel or make changes.
Please email support@picturastyle.com if you have any questions.
Account
How can I change my customer account?
If you need to update your billing/shipping address information or name on your customer account please follow the steps below:
1. Log into your customer account.
2. Click on "View Addresses" to edit your name and address information.
3. When you have finished, click on "Update Address" to save the new information.
If you would like to change your username or email address you will need to contact our customer service team (the desired username may not be available).
Please note that submitting an order or signing up for our newsletter does not automatically create a customer account.
How do I change my account password?
If you are currently connected into your customer account, you must log out before resetting your password. Return to the login page and click the "Reset Password" option located underneath the email and password boxes. Follow the steps to create a new password. If you require any more assistance, please contact our customer support team!
How do I create an account?
To make an account, use the "Sign Up" link at the top of the page
Coupon Codes and Discounts
How do I redeem my voucher code or gift card?
To redeem the store credit you can add the voucher code in the first part of the checkout. After you have completed this, the voucher value will be deducted from the the purchase amount.
Can I use more than one coupon per purchase?
Unfortunately, we only accept one coupon per order.
Help! My discount code isn't working.
Fear not, there is generally an easy solution to this!
1. Ensure that the code is input accurately. Try entering the code instead of copying and pasting (depending on your browser, this may not work).
2. Some codes are case-sensitive, so make sure you type them correctly.
3. Ensure that you are signed into your customer account. Most of our codes are one-time use and will not work if entered as a guest.
4. Check that you're applying the code to the proper item, as exclusions might occasionally apply.
5. Double-check the promo code's expiration date.
If you have attempted all of these steps and are still experiencing problems, please contact our customer support before completing your order, as we are normally unable to give pricing modifications once an order has been made.
Sustainability
What type of certificates does your clothing have?
Our products fully meet GOTS, OCS, GRS and/or OEKO-TEX certification requirements. for more info check out Commitment and certifications page.
What does mean eco-friendly clothes?
Eco-apparel indicates that the garments are made with consideration for the environment, consumer health, and labor circumstances.
Is eco-clothing more durable than the regular one?
Yes! eco-friendly clothing are designed to be durable and resilient. they are often match or surpass ordinary apparel due to their utilization of top-notch sustainable materials and ethical manufacturing practices.