Orders and delivery
How long does delivery take?
Allow about 4–8 working days from your order. We check every order by hand within 1–2 working days, and according to our print partner most posters then arrive within 3–6 working days. This is an estimate, not a guarantee – it can take longer in peak season, for example in December. Read more in our shipping policy.
How much is shipping, and where do you ship?
Shipping is free and included in the price. We currently ship to Sweden and the USA only.
Will I get a tracking number?
Yes, once your parcel has shipped you will normally receive a tracking number by email.
Is a frame included?
No, frames are not included. The poster is printed on matte paper (200 gsm) by our print partner Gelato.
Text and personalization
How much text fits on the letter poster?
The 30x40 cm size fits about 45 words. On 50x70 cm you can write up to 500 characters.
What does the initials set say?
The set is three posters with your initials and a date. By default it says "our day", but you can choose your own short text of up to 20 characters.
Is the recipe my grandma's own?
No. The recipe is the same on every poster, and your grandma's name is shown as the signature at the bottom.
What if I made a typo?
We print exactly what you write, so please check names, years and dates carefully. If something looks wrong, too long or unclear, we will contact you before printing. If you spot a mistake yourself, email us within 24 hours and we will fix it.
Changes, returns and faults
Can I change or cancel my order?
Yes, within 24 hours of ordering. Email yourpromthelper@gmail.com and we will change your text or cancel the order and refund the full amount. Once the order has gone to print it can no longer be changed.
Can I return my poster?
Our posters are made to your specifications and are clearly personalized, so we do not accept returns of posters that are not faulty. Read more in our refund policy.
My poster arrived damaged or misprinted – what do I do?
Email us within 14 days of delivery with a photo of the fault and your order number. We will reprint the poster free of charge or give you a refund. You normally do not need to send the poster back.
Payment and contact
Will I pay VAT or import duties?
No VAT is added, since Pen & Wall is a hobby project that is not VAT registered. US orders are normally printed and delivered within the USA, so no duties should apply. If you are still asked to pay a fee, please contact us before paying.
How do I pay?
You can pay with the payment methods shown at checkout.
How do I contact you?
By email: yourpromthelper@gmail.com. We do not offer phone support. You can also read About us.