F.A.Q’S

Browse F.A.Q. Topics

ORDER & RETURN QUESTIONS

  • CAN I EXCHANGE THE PURCHASED PRINT TO ANOTHER ITEM?

    Unfortunately it is not possible to exchange prints. If you require a different print than the one you purchased, you will have to place a new order online.

  • CAN I CHANGE OR CANCEL MY ORDER?

    It is not possible to change your order once it has been submitted. This also includes changing the size of a print, removing an item, changing the delivery address or payment method.

  • WHAT SHOULD I DO IF A PRINT IS DAMAGED OR I HAVE RECEIVED A WRONG ONE?

    We want all our customers to receive high quality prints. If the print you have received is damaged or you have received a wrong one, please read the following to learn how to return it. More about returns >

  • WHAT IF I HAVEN’T RECEIVED ALL THE PRINTS I ORDERED?
    If you haven’t received all the prints you ordered, please contact our customer service. If you send us a mail, please include your order number. Contact us >
  • IS IT POSSIBLE TO RETURN PRINTS?

    Unfortunately every print is made to order. As such, every order is final and we will not accept returns.

PAYMENT QUESTIONS

  • IS PAYMENT SECURE?

    Yes, payment is 100% secure. Transactions carried out on www.progin.com are secured by Paypal’s payment system. All information communicated in order to process payment is encoded using the SSL (Secure Socket Layer) protocol. This data cannot be detected, intercepted or used by any third party, nor will it be retained on our IT systems. When you are asked to insert your credit card number, you can check that you are in a secure zone by using your browser. These zones can be identified by an address beginning with https as well as a locked padlock or key icon at the bottom of your browser.

  • WHICH CURRENCIES ARE ACCEPTED IN THE SHOP?

    Products can be purchased in HK$ only. However, you can choose to view the prices in Euros or USD. Kindly note that conversions are estimates only and should be used for information only.

  • WHAT METHODS OF PAYMENT ARE ACCEPTED?

    We accept VISA, Mastercard, American Express and Discover Credit cards payment via Paypal’s secure server. Alternatively you can pay with your Paypal account or choose to do a direct bank transfer into our bank account. More about payments >

  • CAN I BUY A PHOTOGRAPH IN ANOTHER FORMAT THAN THE ONES ADVERTISED ONLINE?

    The formats proposed on the site have been chosen carefully by Marc Progin and follow a specific ratio. However if you wish to acquire a photograph in a specific format do send us your request and we will do our best to help.

  • HOW DO I KNOW THIS IS AN AUTHENTIC PRINT?

    A numbered certificate of authenticity will be sent to you by email.

  • DO YOU FRAME / MOUNT PRINTS?

    Unfortunately we do not provide framing options online right now. We are working on it and will inform you of the launch of the options should you sign up for our newsletter. However if you have a special request do send us an email and we will do our best to find solutions to help with framing. Contact us >

  • HOW DO YOU PACK FOR SHIPPING?

    The print is wrapped in tissue paper before being rolled into a rigid tube in order to guarantee its protection during transportation. More about prints & formats >

SHIPPING QUESTIONS

  • HOW DO YOU PACK FOR SHIPPING?

    The print is wrapped in tissue paper before being rolled into a rigid tube in order to guarantee its protection during transportation. More about prints & formats >

  • WILL I BE CHARGED CUSTOMS OR IMPORT DUTIES IN MY HOME COUNTRY?

    If your delivery country charges customs or import duties, these will be charged once the package reaches the destination country. You will have to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions, please contact your local customs office for further information.

  • WHY HAVEN’T I RECEIVED MY ORDER OR SHIPPING CONFIRMATION EMAIL?

    If you haven’t received your shipping confirmation, it is likely your order hasn’t been shipped yet. Orders are normally sent within 15 working days after receipt of your order, but delays can occur. It is also possible that your order was shipped and the notification wasn’t send due to a technical error. If it has been more than 16 days since you placed your order, please contact us. If you didn’t receive an order confirmation email, don’t place a new order until you are sure the order didn’t go through. Otherwise you may end up with a duplicate order. Please contact customer service in order to verify if we have received your order. Contact us >

  • HAS MY ORDER BEEN SENT YET?

    As soon as your order is sent from our warehouse, you will receive an email with a tracking number. You can track your package on www.speedpost.hk. If you haven't received your order after 2 weeks – and it is not possible for you to track it via Speedpost – please contact our customer service at info@progin.com.

  • HOW AND WHEN IS MY ORDER DELIVERED?

    All packages are sent with Speedpost from our warehouse within 15 working days after your order has been placed. More about deliveries >

  • WHAT HAPPENS IF I AM NOT IN WHEN DELIVERY HAPPENS?

    In the event that the recipient is not in, your order will be delivered to the postal contact point indicated on the notice left in your mailbox. Your parcel will be kept in the postal contact point for a period of around 15 days. At the expiration of this period, the parcel will be returned. In case the impossibility to deliver is your responsibility (the delivery address you provided was not correct or you failed to pick up the package within the 15 day period), the costs for returning the package will be at your expense.

  • WHAT ARE THE SHIPPING CHARGES?

    The shipping charges depend on the size of the prints you have ordered and the number of prints. Please refer to our shipping & return page for more information >

  • DO YOU SHIP OUTSIDE OF HONG KONG?

    Yes, we ship to a long list of countries all over the world. Find our more about shipping >