FAQ

Our team and workshop are based in Paris, France – so your orders are printed, framed and shipped with love from Paris ! All your prints and frames are carefully checked by our team before leaving our workshop so as to ensure the best quality.

If you are in town, you are welcome to visit us anytime you want – no need to book, just come say hi !

All our FineArt giclee papers are available in many size, from the A6 to the 100x150cm ! When creating a product in the configurator, you can choose the paper type and the print size. All “standard” print sizes are available in the drop-down menu, but you can go for a 100% custom print format if you want.

You can choose between 4 different high-quality frames, all made of solid wood with premium finishes and assembled in our Paris workshop :

• Black Gallery Frame
• White Gallery Frame
• Oak Gallery Frame
• Vintage Gold

They are all available in different sizes and you have the possibility to add a premium custom mat to your artwork. We use only museum quality and acid-free mat boards available in various colors : white, creamy, black, blue, red, pink and yellow.

At Lama we strive to adopt a responsible approach, both in the quality of our frames and in the choice of our materials and manufacturing process. All the frames are carefully checked by our framers before leaving our workshop and they include :

• a mineral or acrylic protection glass (depending on frame size)
• hanging hardwares that’s appropriate for the size of your frame
• the corresponding nails & hooks to get your frame on the wall
• a kraft paper sealing on the back, to ensure long term conservation

For your file uploading, please upload files that are RGB (.jpg, .jpeg, .png, .tiff) at 300dpi (or at least 150 dpi for the large sizes) and under 100 mo.

Yes we do ! We ship worldwide for both prints only and framed prints. Thanks to Lama you can make your art accessible to all your community worldwide 🙂

Our deliveries are made by the following service providers: Colissimo International (carbon neutral), Geodis and DHL International. It usually takes between 2 to 5 business days to get your order delivered once it has been shipped from our workshop.

We are happy that you’re joining the Lama Community of artists, designers and content creators ! We have prepared a short guide for you to take your first steps on the platform. Meet your guide “Nicolas”, here.

Be sure to have one of your visuals in good quality at hand.

If you still have questions after watching the video, feel free to book a call with one of us, here. We will be happy to answer your questions and take you on a workshop tour !

We offer 5 types of sustainable FineArt giclee papers. Each paper has its own specificities but be sure they all produce color-perfect and 80-year archival life FineArt prints thanks to our professional printing technology. Below you will find a description of each paper :

• HAHNEMÜHLE PhotoRag Bright White 310g
• HAHNEMÜHLE Bamboo 290g
• HAHNEMÜHLE German Etching 310g
• SIHL Creative Smooth 320g
• CANSON Infinity Baryta 310g

Want to see them for real ? You can order a sample pack here and you will receive them directly on your doorstep in 2 to 4 business days.

We do offer an editing service for your visuals, on a case-by-case basis. Send your request to [email protected], we will get back to you ASAP.

At Lama we strive to take a responsible approach, both in the quality of our frames and in our choice of materials and manufacturing process.

We only use museum grade materials for the best quality.

The materials we use to produce your prints and frames have been carefully selected to minimise the impact on the environment while insuring long term conservation. In concrete terms this means:

• Solid wood from a maximum of FSC-certified mills
• Ph-neutral mat board
• 80-year archival ink
• Cardboard packaging, bubble wrap and kraft tape made from bio-sourced materials
• Local suppliers in order to reduce carbon emissions
• Sustainable FineArt giclee papers and pigment inks
• Mineral or acrylic glass

We take very good care of your artworks. That is why our team carefully packs your orders with high-quality and sustainable packagings only. We use bio-sourced cardboard, bubble wrap, scotch tape and packaging to protect your artworks.

Packaging for prints only

• Up to the A3, we do ship your prints in a flat mailer for maximum protection
• For all sizes above, we use solid bio-sourced mailing tubes

Packaging for framed prints

We ship your framed prints (all sizes) in solid flat mailer packaging (double corrugated cardboard) with reinforced protection and bio-sourced bubble wrap.

Yes we do offer packaging personalization options !

Directly on the platform :

• You have the possibility to add a flyer to your order and a certificate of authenticity to your artwork directly on the platform – you simply have to upload files in your accounts, and we will print them for you and add them to your orders. No stock required !

On a case-by-case basis :

• Print on packaging: you can have your logo printed on your packaging, and your artworks shipped in them directly to your customers
• Other add-ons to your orders: you can ship to our workshop stickers, flyers or any goodies you would like to add to your orders. We will store them for you and add them to your orders when needed. We will let you know when you run short of add-ons so as you can stock up !

Sounds awesome right ? If you are interested, please contact us at [email protected] and we’ll be happy to help !

Yes you can !

You have the possibility to add a flyer to your order and a certificate of authenticity to your artwork directly on the platform – you simply have to upload files in your accounts, and we will print them on a FineArt paper for you, and add them to your orders. No stock required !

Here is our returns policy:

Customers have 14 days to contact us after receiving their orders if they wish to make a return. They are responsible for the return shipping costs. All return requests should be sent by email at [email protected].

Once your return request has been accepted, you will receive by email a return shipping slip to be printed and sticked on the packaging (make sure to properly protect the different items). Once the items returned at our workshop and carefully checked, you will be refunded from the corresponding returned item amount minus the return shipping costs, directly on your bank account used for the order. It usually takes up to 3 business days to appear on you bank account.

Customers have 14 days to contact us after receiving their orders if they wish to make a return and refund. They are responsible for the return shipping costs. All return requests should be sent by email at [email protected]. Please let us know the reason of the refund.

Once your return request has been accepted, you will receive by email a return shipping slip to be printed and sticked on the packaging (make sure to properly protect the different items). Once the items returned at our workshop and carefully checked, you will be refunded from the corresponding returned item amount minus the return shipping costs, directly on your bank account used for the order. It usually takes up to 3 business days to appear on you bank account.

First of all, we are sorry to hear that. All the orders are carefully checked and packed by our team before leaving our workshop – but sometimes bad luck can happen during transport !

⚠️ Never accept a package from the courier if you see that the packaging has been opened or damage 

Customers have 14 days to contact us after receiving their orders if they wish to make a return. All return requests should be sent by email at [email protected]. Please send us pictures witnessing the damages on the product or packaging.

Once your return request has been accepted, you will receive by email a return shipping slip to be printed and sticked on the packaging (make sure to properly protect the different items). Once the items returned at our workshop and depending on what you have asked :

Case 1 : you asked for a product replacement

We will proceed to the new product shipping ASAP. You will receive an email once it is shipped to track its delivery.

Case 2 : you asked for a refund

You will be refunded from the corresponding returned item amount minus the return shipping costs, directly on your bank account used for the order. It usually takes up to 3 business days to appear on you bank account.

Several fees are deducted from the selling price when you make a sale on your E-Shop. These deductions include production costs for the print, shipping charges, Stripe payment processing fees which could range between 1.5% to 2.5% of the transaction value, and the Lama transaction fees.

The percentage for Lama transaction fees depends on your subscription plan with Lama. The Free plan carries an 8% transaction fee, the Mild plan has a 3% fee, while the Spicy plan offers zero transaction fees.

To understand your profit from selling a print on your E-Shop, you’ll need to consider various factors. First, set the selling price for your print. From that selling price, several deductions will be made. These include the production costs, transaction fees (as per Lama’s plan), Stripe payment processing fees (which range from 1.5% to 2.5%), and shipping costs.

Let’s illustrate with an example:

If you’re selling an A4 print on Hahnemühle paper at a selling price of €30, the production cost might be €11. Let’s say you’re shipping within Europe at a cost of €6.90. If you’re using a standard Stripe card, they will take 1.5% as payment processing fees.

Assuming you’re on the Free plan, Lama will take 8% of the total transaction value (€30 + €6.90). Subtract all these costs (production, shipping, Stripe, and Lama) from your selling price to calculate your net margin or the profit you make from this sale.

The transaction fees from Lama vary depending on the plan you have chosen. For example, if you’re on the Free plan, the fees are 8% of the transaction value. With the Mild plan, the fees are reduced to 3%. The Spicy plan comes with zero transaction fees.