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faq
CHECK-OUT
To simply visit and access the yesyoucan.spray street shop, you don’t need to be registered at our website. If you would like to place an order you have the option to be registered with a user account or check out as a guest. You must be 18 years or older to use our store yourself and place orders. By visiting and/or registering at our website, the collection and processing of your personal data are governed by our privacy policy, so please give it a read. We take all necessary measures to keep the details of your order and payment secure.
ORDERS
Our orders go each through a 3-step-process:
- Production: It takes 2–7 business days to create a product and fulfill [print] an order
- Shipping: The average shipping time is 3-20 business days depending on the delivery destination
- Delivery: Once the order is fulfilled and shipped out, it’s delivered to the end address
We will endeavour to process all orders within a timeframe of 1-4 weeks [printing and shipping] from Monday through Friday, excluding holidays. You will receive a confirmation email of your order and tracking link from the moment your order gets dispatched. If you have any questions about your tracking or shipment, drop us a line at [streetshop@yesyoucanspray.com]. We have listed a few questions regarding your order:
Q: How are our products made?
We work with a print-on-demand drop shipper for the different pimped up clothes and accessories collections. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! All accessoires, clothes and artworks will be safely packed, according to the best practices.
We try to guarantee the descriptions and prices that appear on our website for the products we offer through our street shop. If however you notice a mistake in your order or order confirmation, please take contact with us directly by e-mail [streetshop@yesyoucanspray.com] mentioning the number of your order and the problem. We will get back to you to reconfirm your order, to adapt or to cancel.
The print technique varies according to the product. The production details are explained per item. The designs are uniquely created by our yesyoucan.spray street art collective as well as the various [street] artists we work together with.
Q: What are the conditions regarding my order of a giftcard*
The e-giftcard or digital giftcard may not be returned or cancelled after purchase. If you return an item from our shop – purchased with an e-giftcard – any refund will be returned to the applicable giftcard. If you return an item originally purchased with multiple methods of payment, any balance owed will first be applied to the alternative payment method, up to the original amount charged, and then to the giftcard. Promotion codes or other discounts cannot be used to purchase giftcards. yesyoucan.spray is not responsible if any giftcard is lost, stolen, destroyed or used without your permission. Giftcards do not expire.
Q: What are the conditions regarding my order of a street art walk voucher**
The voucher purchased is valid for 2 years from date of purchase. And can be exchanged for a private tour or small group tour with workshop on a wall or on a totebag to take home. The voucher needs to be presented along with the booking by e-mail [minimum one week prior to the tour | info@lisbonstreetarttours.com] with its unique voucher-code. The voucher is not refundable or exchangeable for cash and cannot be replaced after date of purchase. Promotion codes or other discounts cannot be used to purchase vouchers.
Q: I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [streetshop@yesyoucanspray.com] within 7 days with:
– photos of the damaged product
– your order number
– and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
PAYMENT
To make a payment at our website you have the following options:
- PAYPAL [streetshop@yesyoucanspray.com]
- MBWAY [936825383]
All payments through Paypal are taken in EUR (€) and will be charged at the current exchange rate. To view current exchange rates please contact your bank. Payment can be made via our secure check out page using your credit or debit card.
Orders are only processed after payment confirmation. Once the payment has been confirmed, we will forward you your order confirmation. It may take a few days for the payment to be processed from your account.
Upon receiving an order, we verify the authorization of the payment to guarantee there is enough fundings for the transaction. When the payment has not been fulfilled due to a lack of fundings, the order will stay on hold for 48h before cancellation.
DELIVERY/SHIPPING POLICY
We are a Lisbon-based street art collective. Though we ship worldwide and shipping may usually take 1-4 weeks, depending on the print location as well as shipping. Shipping includes standard delivery only. For international orders, additional fees may be charged. We ship for free to Portugal.
Q: When will I get my order?
Usually, it takes 2–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
– USA: 3–4 business days
– Europe: 6–8 business days
– Australia: 2–14 business days
– Japan: 4–8 business days
– International: 10–20 business days
Covid-19-update » Our fulfillment [produce & print] times [for all products] may be longer than usual and may continue to increase until things get back to normal. It’s difficult to predict the shipping times.
Q: Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
Q: Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
Q: My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, get in touch with us at [streetshop@yesyoucanspray.com] with your order number and we will check for your order lost in transit. Please do so, within 7 days after the estimated delivery time.
RETURN & REFUND POLICY
Q: What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order or if for any reason you are unhappy with your purchase or have changed your mind, please let us know by contacting us at [streetshop@yesyoucanspray.com] within 7 days of receiving your goods. Unfortunately, after 7 days we cannot proceed with a full refund or exchange.
Q: Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [streetshop@yesyoucanspray.com] with photos of wrong/damaged items within 7 days of receiving the goods and we’ll sort that out for you. In case of reported and proven damage to us, and according to the availability of the goods online, you can choose either to return the goods or exchange it. Depending on the claim that deemed an error on the part of the printing facility, the return address is set by default to our product-and-print-facility. When yesyoucan.spray allowed and agreed upon a return any sum debited from your credit or debit card will be re-credited to your account as soon as the goods are well received at the return-adress. Returns are processed within 14 days, but refunds might take up to 5 additional working days to show in your account.
For packages lost in transit, all claims must be submitted no later than 7 days after the estimated delivery date.
Q: Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts – we have one for every item listed on our street shop, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at [streetshop@yesyoucanspray.com] within 7 days after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund [minus any shipping charges]!
If the item doesn’t meet your expectations, please contact us directly at [streetshop@yesyoucanspray.com] so we can define the best solution for you and our street art collective. Take into account that we do not accept returns for face masks out of hygienic measurements.