SHIPPING POLICY
1. Shipping Coverage
THE 911 WAY ships artworks across the European Union and to selected non-EU European countries, including Switzerland, Norway, the United Kingdom…
For destinations outside Europe, or for special shipping requests (islands, remote areas, freight consolidation), please contact us at ontheroad@the911way.com before placing your order.
2. Shipping Costs
Shipping costs depend on:
Destination country
Artwork size (25×25 vs 80×80 cm pieces)
Material (e.g., aluminium, canvas, wood)
All costs will be clearly displayed during checkout.
3. Production and Dispatch Times
Because artworks are produced in ultra-limited editions and often made to order, timelines are:
Production: 10–14 days
Preparation & packaging: 1–2 days
Transit:
Spain: 24–72 hours
EU: 4–8 days
UK/Switzerland: 5–10 days
We will notify you when your order has shipped.
4. Tracking
All shipments include tracking.
A tracking link will be sent to the email used during checkout.
5. Packaging
Each artwork is packaged using:
Reinforced protection
Edge guards
Shock-absorbing materials
Custom fitment for aluminium and canvas pieces
We take packaging extremely seriously due to the collectible nature of the artworks.
6. Customs and Duties
Shipments to non-EU European countries (such as Switzerland, Norway, and the United Kingdom) may be subject to:
Import duties
Customs fees
VAT adjustments
Handling charges by the local carrier
These costs are the buyer’s responsibility and vary by destination.
7. Damages During Shipping
If your artwork arrives damaged:
Take photos of the sealed packaging and the artwork immediately.
Email us within 48 hours at ontheroad@the911way.com.
Include your order number and all relevant photos.
Keep all packaging materials until the case is resolved.
We will replace the artwork whenever possible.
If the edition is sold out, we will issue a full refund.
REFUND & RETURNS POLICY
Because THE 911 WAY produces ultra-limited and made-to-order artworks, most purchases are not eligible for return.
However, we want every collector to feel supported, so here is the full policy:
1. Non-Returnable Items
According to EU regulations, the following items cannot be returned:
Made-to-order artworks
Customized pieces
Limited-edition items produced specifically per order
Signed and numbered artworks
This restriction applies to all standard artworks sold by THE 911 WAY.
2. Returns Only Accepted If:
We accept returns or refunds only if:
The artwork arrives damaged
The artwork is defective
The artwork shipped does not match your order
In these cases, contact us within 48 hours of delivery.
3. Damage or Defect Procedure
If your piece arrives damaged:
Email ontheroad@the911way.com
within 48 hours
Include:
Order number
Photos of the damage
Photos of the packaging
Keep all packaging materials until the case is resolved
We will:
Replace the piece (if available), or
Refund your purchase (if the edition is sold out)
4. Refund Method
Approved refunds will be issued to the original payment method.
Processing times depend on the payment provider (Stripe, PayPal, etc.).
5. Order Cancellation
Orders cannot be cancelled once production has begun.
Given the collectible nature of the artworks, production typically begins within 24 hours of payment.
6. Lost Shipments
If a shipment is confirmed lost by the carrier:
We will replace the piece
Or refund you if the edition is no longer available
7. Customer Responsibility
Returns will not be accepted for:
Minor color differences due to screen calibration
Texture variations inherent to materials like brushed aluminium
Customer misuse or mishandling
Incorrect shipping details entered at checkout