Customer Care – How Can We Help You?

At Sonja Illustrated, we want your shopping experience to be as smooth, enjoyable, and inspiring as possible.
This Customer Care page provides answers to common questions and all the support you may need regarding orders, shipping, returns, and more.

If you can’t find what you’re looking for, our team is always happy to help you personally.

 

1. Contact Us

If you have any questions about your order, shipping, returns, or products, you can reach us at:

Sonja Illustrated e.U.
E-mail: sonja@sonjaillustrated.com

We do our best to respond to all inquiries as quickly as possible.

 

2. Frequently Asked Questions (FAQ)

2.1 Ordering

How do I place an order?
Simply add your favorite items to the cart and proceed to checkout. You’ll receive an order confirmation email once your order is complete.

Can I change or cancel my order?
If your order hasn’t been processed yet, we can help update or cancel it. Please contact us as soon as possible.

 

2.2 Products

Are the prints framed?
All prints are shipped unframed unless a frame is specifically requested.

What materials do you use for your clothing?
Sweatshirts are made from OEKO-TEX® 100 certified soft, durable 80% cotton / 20% recycled polyester and printed with OEKO-TEX® STANDARD 100 certified inks.

 

2.3 Shipping

Which countries do you ship to?
We currently ship to Austria, Germany, and Europe.

What are the shipping costs?
Shipping fees depend on the item type and destination.

• A4/A5/A3 prints in Europe: €5

• Notebooks: €3

• Cards or card sets: €3
  Shipping is free for orders over €250.

How long does delivery take?

• Austria: 4–5 business days

• Germany: approx. 10 business days

• Europe: approx. 10 business days

Delivery times are estimates and may vary depending on location and postal service conditions.

 

2.4 Tracking

Will I receive a tracking number?
Yes — once your order has shipped, you will receive a confirmation email with tracking details (if available for your destination).

 

2.5 Returns & Refunds

Do you offer returns?
Yes, you may return your order within 14 days of receiving it.

Which items can be returned?
Items must be unused and in their original condition.
Please note that custom-made items and sale items cannot be returned.

Do you offer free returns?
To keep our prices fair, return shipping costs are the responsibility of the customer.

How do I start a return?
Please email us at sonja@sonjaillustrated.com.
We will send you a return form and instructions.

How long does a refund take?
Refunds are processed within approx. 2 weeks after your returned order arrives at our warehouse.

 

3. Caring for Your Products

Art Prints

• Keep prints away from direct sunlight to preserve color vibrancy.

• Handle them with clean, dry hands to avoid smudges.

Clothing

• Machine wash at 40°C.

• Use mild detergent.

• Turn inside out before washing for best results.

• Iron-friendly.

• Do not use bleach.

 

4. Payment Methods

We accept all major payment methods available through Shopify Checkout, including:

• Credit/debit cards

• PayPal

• Apple Pay / Google Pay

• Klarna (if activated)

All payments are secure and encrypted.

5. Custom Orders

If you’re interested in custom illustrations, personalized artwork, or special requests, feel free to contact us.
We love bringing personalised ideas to life.

 

6. Feedback & Support

We truly appreciate your feedback.
If you have suggestions, product requests, or ideas for improvement, please let us know — your opinion helps us grow and improve our customer experience.

 

7. Need More Help?

If your question wasn’t answered here, please reach out anytime:

Sonja Illustrated e.U.
E-mail: sonja@sonjaillustrated.com

We’re here to make your experience delightful from start to finish.