Complaints & Right of Revocation

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1) Right of Revocation: In which cases can I revoke an order?

Information about the right of revocation can be found in our terms and conditions.

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2) How can I cancel an order?

You can cancel your order through your WhiteWall account for up to 2 hours after submitting it. Unfortunately, cancellation by e-mail cannot be accepted. After the 2 hour time limit, your order enters the production process, which is why it is unfortunately not possible to cancel it after that time. WhiteWall Photo Books ordered using the downloadable or online software are excluded from this policy and cannot be canceled.

Please note that the entire amount due for the order is automatically debited in advance upon submitting the order. After canceling an order, you will promptly receive an e-mail confirmation.

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3) What does the WhiteWall Satisfaction Guarantee mean?

Your satisfaction is extremely important to us. For that reason, we request that you please contact us immediately if something is not up to your expectations. Together, we will find a solution for your concerns, whether it is through producing the product anew or in the form of some compensation. We strive to continually improve based on your feedback in order to continue to ensure your satisfaction in the future.

To contact us, please send an e-mail to info@whitewall.com within two weeks of receiving the goods. Please use the subject line: “Satisfaction Guarantee” and include your order number as well as an exact description of the problem. Please include at least two photos that clearly document the issue so that we can make a qualified assessment.

Working with our Quality Assurance team, we will analyze your case in order to make sure we can continue to meet to our high standards. Then our Customer Service will contact you to find a solution as quickly as possible.

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4) What happens if my order arrives damaged?

Please check your delivery in the presence of the deliveryperson. If you find damages, you should refuse the delivery. Then contact our customer service right away so that they can get a replacement made right away. For fast processing it is very helpful to e-mail photos documenting the damage to our customer service team.

In the event that you have already accepted the order before spotting damage(s), please contact our customer service right away. Please keep the original packaging in case the goods need to be shipped back.

You can reach our customer service here.

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