Contact & FAQ
If you have any questions about your order, shipping, or commissioning artworks, please check the FAQ below or reach out via the contact form.
FAQ
Shipping
Where do you ship to?
Shipping availability depends on the product and destination.
We do not ship to Russia, Belarus, Cuba, Iran, North Korea, Syria, Venezuela, Nigeria, Afghanistan, or Palestine. Shipping may also be unavailable to other destinations because of carrier coverage, customs requirements, legal restrictions, security conditions, declared-value limits, or other operational limitations.
If your destination is not restricted but no shipping option is available at checkout, please contact us at borisgrohshop@gmail.com to ask whether a special arrangement is possible.
Please see our Shipping Policy for full details.
When will I get my order?
Production, preparation, and delivery times are estimates.
Printed products may need to be produced or prepared after purchase depending on current availability. Some items may already be available for dispatch.
Original artworks may require protective preparation and Ukrainian export documentation before international shipment.
Transit time depends on the destination and carrier. Customs clearance, public holidays, security conditions, weather, and carrier operations may cause additional delays.
A specific delivery date is not guaranteed unless we expressly confirm it in writing.
Please see our Shipping Policy for full details.
How can I track my order?
Where tracking is available, you will receive tracking information by email after your order has been dispatched.
Some orders may be divided into multiple shipments, in which case you may receive more than one tracking number.
Export Documentation for Original Artworks
International shipment of original artworks may require Ukrainian cultural-export documentation, expert examination, certificates, permits, or other official formalities before dispatch.
Processing times are determined by the relevant authorities and may vary. We do not guarantee a specific processing time unless we expressly confirm it in writing.
Please allow additional preparation time for international orders containing Original Artworks.
Packaging
All orders are packed carefully and appropriately for the product. Packaging may vary depending on the item, destination, carrier, and shipping requirements.
• Limited Edition Paper Prints are generally rolled and shipped in protective tubes.
• Open Edition Canvas Prints are shipped in protective cardboard packaging.
• Original Artworks are shipped in sturdy protective packaging appropriate to the artwork.
• Art Postcards are packed in protective packaging suitable for the order.
Carriers
The carrier and shipping route depend on the product, destination, declared value, package size, customs requirements, and current carrier availability.
Orders may be shipped through Nova Post, Nova Global, Ukrposhta, or other delivery partners used for the selected route.
We may change the carrier or route before dispatch where reasonably necessary.
If you have a preferred delivery method, you may contact us before ordering. We will consider your request where possible, but a specific carrier cannot be guaranteed.
Customs Duties & Import Taxes
International orders may be subject to import duties, taxes, customs-clearance charges, brokerage fees, handling fees, storage fees, postal or courier charges, or other charges in the destination country.
Unless and to the extent a particular charge has already been prepaid by us or collected from us by the carrier, such charges are the responsibility of the recipient.
Any amount prepaid by us covers only the specific charge actually collected at that time and does not guarantee that no additional import-related charges will be assessed.
The name or price of the shipping method shown at checkout does not mean that all duties, taxes, or other import charges are included.
Customs rules, tax rates, and carrier charges vary by destination and may change.
If a parcel is returned because the recipient refuses delivery, does not collect it, does not complete customs clearance, or does not pay charges for which the recipient is responsible, any refund or reshipment will be considered after the parcel has been returned and inspected. Additional documented costs may apply where permitted by law.
Please see our Shipping Policy and Return & Refund Policy for full details.
Domestic shipping within Ukraine (Nova Poshta)
For deliveries within Ukraine via Nova Poshta, during checkout the system may ask you to enter a street address and postal code. This information is used only for order processing within the system.
The actual delivery is made to a Nova Poshta branch or parcel locker. Please enter the branch or locker number in the Address line 2 field.
Orders & Payments
How to place an order?
- Add the selected products to your cart.
- Enter your delivery details and confirm your order by clicking “Confirm order”.
- After checkout:
International orders → you will receive a Payoneer invoice by email to complete the payment.
Orders within Ukraine → you will receive payment details for transfer in UAH to the official FOP accounts of Boris Groh. - You will then receive an email confirmation with your order details.
Please make sure your contact information (especially your email address) is correct to avoid delays in communication and delivery.
If you have any problems placing your order, please contact us at: borisgrohshop@gmail.com
Which payment methods do you accept?
For international customers, payments are invoiced and processed via Payoneer. You will receive an invoice by email to complete your purchase.
For customers in Ukraine, payment can also be made via domestic bank transfer to our official business account.
Product Details
Are prints made to order?
Prints may be produced or prepared after an order is placed, depending on current availability and our production workflow. Some copies may already be available, while others may be produced after purchase.
We do not guarantee that a particular print is held in ready-to-ship inventory unless expressly stated.
Producing a standard print after an order is placed does not by itself make it a custom or personalised product.
Custom or personalised products made or modified to a customer's individual specifications may be subject to different cancellation and withdrawal rules where permitted by law.
Please see our Return & Refund Policy for full details.
What makes a Limited Edition Giclée Print special?
Edition: A fixed, strictly limited edition. No additional valid copies will be created beyond the published edition size. A damaged or cancelled copy may be replaced under our claims procedure without increasing the edition size.
Signature: Hand-signed and numbered
Certificate: Certificate of Authenticity included
Material: Archival fine-art paper; exact specifications are stated on the individual product page
Inks: Pigment inks for long-lasting print quality
Presentation: Requires framing or mounting for display
Packaging: Rolled and shipped in a protective tube
What is included with an Open Edition Canvas Print?
Edition: Open edition; not individually numbered
Material: High-quality cotton canvas with a matte finish
Inks: Pigment inks for vibrant, long-lasting colour
Presentation: Gallery-wrapped on a wooden stretcher and ready to hang; no additional frame required
Signature and certificate: Open Edition Canvas Prints are not signed or numbered and do not include a Certificate of Authenticity
Packaging: Shipped in protective packaging appropriate to the artwork and destination
Availability and shipping destinations may change.
Returns & Refunds
Can I return or exchange my order?
Except where our Return & Refund Policy or mandatory law provides otherwise, orders are final after payment is confirmed and cannot be cancelled, returned, or refunded merely because the customer changes their mind.
In some countries, eligible consumers may have a statutory right to withdraw from a distance purchase. Custom or personalised products made to the customer's individual specifications may be excluded from such a right where applicable law permits.
Refusing delivery or failing to collect a parcel does not by itself constitute a valid cancellation or withdrawal.
If a parcel is returned because it was not collected, delivery was refused, the address was incorrect, customs information was not provided, or destination charges were not paid, the case will be reviewed after the parcel has been returned and inspected.
Please see our Return & Refund Policy for full details.
What should I do if my package arrives damaged?
Please inspect your parcel upon delivery whenever possible.
If the outer packaging is visibly damaged, ask the courier or postal operator to record the damage before or during delivery where possible.
Keep all packaging and documents, and take clear photos and video of the parcel, internal packaging, and damaged item.
Please report suspected transit damage to borisgrohshop@gmail.com within 48 hours whenever possible. Prompt reporting helps us preserve evidence and meet carrier claim deadlines.
Do not clean, repair, alter, discard, or destroy the item or packaging while the claim is being reviewed.
The 48-hour reporting request does not limit any mandatory consumer rights that cannot legally be excluded.
Please see our Return & Refund Policy for the complete claims procedure.
Commissions & Licensing
Contact me for custom commissions or licensing: avepagan@gmail.com
Didn’t find what you’re looking for?
Please use the form below or email me at borisgrohshop@gmail.com