The Ode To - Customer Service

Customer Service

Hi there! We're here for you and would love to help you with any questions. Find the most common questions further down this page or contact our customer service regarding any order related question. 

Email: customerservice@theodeto.com

For press inquiries, artist contact or any questions about The Ode To, contact hello@theodeto.com

 

FAQ 

 

SHIPPING

How much is the shipping fee?
We use standard shipping rates and since we want your products to arrive in good condition we’re using trackable shipping that will handle your package with care.

Sweden
Free shipping.
Delivery in 2-4 working days with DB Schenker.

Northern Europe
€15 shipping fee. Free shipping on orders over €200.
Delivery in 3-7 working days with DHL Parcel Connect.

Southern Europe & UK
€19 shipping fee. Free shipping on orders over €200.
Delivery in 3-7 working days with UPS.

What is the normal shipping time?
Sweden: we use DB Schenker for shipping and the delivery time is normally 2-4 days from when you placed your order. Orders placed before 11.00 will be shipped same day for delivery on the next weekday.

Nordics, Baltics, DE, BE, NL, LU, PL, SK, CZ, AT: DHL Parcel Connect ships to a pick-up point near you and the delivery time is normally 4-7 days from when you placed your order.

GB, FR, IE, BG, RO, ES, GR, HR, HU, IT, PT, SL, MT, CY:  We use UPS for shipment and they will deliver to your home in 3-5 work days from when you placed your order.

Framed prints: need an additional 5 work days to be delivered due to the framing studios time of labour.

How do I know that my package has arrived?
As soon as your order reaches the delivery point you will get a text message or email to notify you.

For deliveries with UPS they will come to your delivery address and contact you upon arrival, so make sure to enter a phone number where they can reach you.

How do you ship the goods?
Prints that are 30x40 cm and larger are carefully rolled into a paper tube with tissue paper in order to protect it during transport.

Framed prints are shipped in flat packages with multiple protective wrapping.

Objects and fragile artworks are shipped with bubble wrap in enforced cardboard boxes.

Do I get a tracking number?
All shipments are trackable, and you will get a tracking number once your order is fulfilled and leaves the warehouse so that you always know where it is.

Framed prints are also have trackable shipping and you’ll be able to follow the delivery to the framing studio. You will not automatically get a tracking order for the shipment from the framing studio to your home. If you contact us we will always be able to inform you about the current whereabouts of your product.

  

ORDERS

Why can’t I order a framed print?
Framing is only available in Sweden, due to high shipping costs. If your delivery address is outside Sweden you won’t be able to place the order with a frame.

How do I know that my order has been registered?
When you place an order you will come to a page saying “Thank you for your order”. You will also get an email with your order confirmation.

I have not received an order confirmation
If you placed an order with us and did not received your order confirmation, it may be because you entered the wrong email address when you placed the order. Please contact customerservice@theodeto.com and ask if we have an order registered to you, so we can correct your e-mail address, and email you your order confirmation. It may also be because the order has not gone through for some reason, then contact us before placing a new order, to avoid double orders.

I have not received any text notification
If it has been 8 days after you placed your order and you have not yet received your text notification, please contact us immediately. It could be that the mobile number you entered when ordering was incorrect. Please get in touch with us as the package only remains for 14 days and then is sent back and we charge 150 SEK for not picked up packages.

Can I return my order?
You may return your purchase within 14 days. Read more here.

What happens if I don’t pick up my parcel?
Your order will remain at your post office in 14 days. For goods that are returned to us due to the customer has not collected the goods we charge 150 SEK. This is to cover the double freight (to you and back) as well as the cost for our picks and unpacking of goods.

 

RETURNS

How do I return my order?
You may return your order within 14 days of receiving it.

  1. Notify us in a clear statement to customerservice@theodeto.com before the cancellation period has cancelled. Provide your name and order information. To complete your return, we require a receipt or proof of purchase.
  2. All items should be returned in its original condition and packaging. We reserve the right to refuse any returns that do not fulfill these criteria.
  3. Please note that you are responsible for the return back to us. Use the shipping carrier of your choice. We recommend using a trackable service so that the product and your refund isn’t lost. Send your parcel here:

The Ode To AB
C/O Börjes Logistik & Spedition AB
Tegelvägen 4
Port 10-11
382 92 Nybro
Sweden

  1. We will refund the amount paid for the product, including the initial shipping fee, through the same service that was used in the purchase. We will pay back the order within 14 days from the date we received your return notification.

Please note that framed prints cannot be returned.

Read more about our return policy here.

Is there a fee for returns?
Yes, you are responsible for arranging and paying for the return shipment. We recommend using a trackable service as you are responsible for the order until it reaches our warehouse.

What happens if a product is faulty or wrong?
Please email us and tell us what’s wrong. Take a picture/pictures of the damage or issue and email it to us. We’ll do our best to get you a nice product.

 

PAYMENT

Can I pay with card?
Yes, we accept all major credit cards such as Visa, MasterCard and American Express. The card payments are managed via payment provider Stripe.

Can I pay with invoice?
Yes, you can pay with invoices through Klarna. Use the service Pay Later to get an invoice due 30 days after purchase. Use the service Slice It to spread your cost into equal monthly payments.

Can I pay with Paypal?
Yes, you can. Your PayPal account will only be debited after your order has been dispatched from the warehouse. The currency used is Swedish Krona (SEK) for all countries.

 

PRODUCT

What paper do you use for your prints?
Most of our prints are printed on 240g high-quality paper from Lessebo Bruk in Småland Sweden. The paper is uncoated with a matt surface and a texture that is nice to the touch. The paper is FSC-certified and is chlorine-free. At times we use other paper of other qualities.

What types of frames do you sell?
We offer frames in Sweden and they have black and white metal frames with a thin and minimalist edge. The frames are mounted by professionals at Sveavägens Inramningar in Stockholm, Sweden and ship to all our markets.

Prints are mounted without passe-partouts (that’s French for the cardboard that can be placed around an artwork), so if you want that you will need to arrange the framing yourself. All prints are printed in standard formats so that you easily can find a frame of your choice in any colour or material anywhere you like.

What does limited edition mean?
This means that each print is only made in 100 editions per size. This stems from old techniques when plates were still used to make prints and the plates could only be used a limited number of times in good quality. Today it’s a way of making sure that prints are kept special and makes sure that the prints won’t be found in every other home. Modern printing techniques still makes these small batches of prints affordable.

How are the objects made?
The objects come in all types of materials such as plywood, clay and metal. The objects are made by hand, which means that they are completely unique and one-of-a-kind. Keep in mind that they could have little charming and organic imperfections due to being handmade.

Can I find the products anywhere else?
All products are made exclusively for The Ode To and aren’t sold anywhere else. At times we purchase few selected pieces that are available in some other places and then we clearly state that in the product description.

 

ARTISTS

How can become one of your artists?
We love meeting new creative people! Send us an email together with your portfolio or some pictures to hello@theodeto.com.

Why do you work mainly with female artists?
The Ode To means tribute - our tribute is to great artistry and design, and not the least to female artistry. We mainly work with female creatives to counterweight the imbalance that exists also within the design and art world. Women are overrepresented at art schools, as creative practitioners and customers, and yet male artists are heard, awarded and payed more.

The Ode To always choose to work with creatives who- se artistry we admire, both male and female, but we will also work harder to give women a platform for their creativity. This also gives a deeper meaning to our products, as they’re pleasing for both eye and mind. Plus we’re big fans of equality.

 

LOGIN

Do I have an account?
It’s optional to have a password-protected account with us. If you do, your address and information will be stored and will make future purchases easier. You will also be able to find your order history and current order status.

I can’t remember my password
Just click Forgot your password? when you are at the login page. We’ll automatically send you a link to update your password to the email associated to your account.

 

TERMS & CONDITIONS

 Read our full Terms of Service, Return Policy and Privacy Policy.