Find the answers to the most frequently asked questions, you can also contact us directly

The satisfaction of our customers is a priority, we strive to guarantee an irreproachable customer service.

Question How long will delivery take?

Each product is custom made. Delivery times are from 8 to 12 working days from the confirmation of the order received by email, depending on the finishing and the place of delivery.

Question How much is the delivery?

Our orders are shipped by Colissimo for deliveries in France and in all other countries. The shipping cost varies depending on the weight, the dimensions and the place of delivery. This information will be communicated at the time of purchase during the step preceding the payment.

Question How can I track my delivery?

To track your order, click the “Account” link located at the top right of the website. Log in, then use the menu to track your order. If necessary, please feel free to contact our Customer Service department by email under the “Customer Service” section.

Question Is a signature required for delivery of my order?

The recipient’s signature is required on receipt of your package.

Question How do I return or exchange an item ordered on ?
AnswerEach item ordered on L’ is unique and custom-made. L’Echappée do not refund or exchange items purchased via our website. However, in case of a product damaged on arrival, the product can be returned free of charge and replaced. The customer must ensure that the item is returned within thirty (30) calendar days of the delivery date.
Question Can I make changes to my order after having placed it?

We invite you to contact our Customer Service as soon as possible by e-mail via the “Contact” section.

Question Is my payment secure?

All the transactions made on the website are secure. The padlock symbol next to the address bar of the page beginning with “https” indicates that you are in a secure setting.

Question Can I order a bespoke print?
AnswerL’Echappée answers direct requests for individuals, communities and businesses. Whether it is framing, special finishing, wall decoration, photo exhibition or photo shooting, we invite you to make your request in the “Contact” section via the form provided for this purpose.
Question Care and repair
AnswerAlthough our fine-art prints and canvas are made to last, here are some tips for cleaning and maintaining them. In general, we recommend that you take a clean, dry cloth (preferably microfiber) in order to clean your frame carefully. No need for additional product which may damage it. No treatment is needed on dibond aluminum boards, you can use dry cloth to remove dust. Check the hooks from time to time because the weight of these high-end prints are heavier than usual. Please protect your prints from humidity and prolonged exposure to light or extreme heat.


Question Can I attach a personalized message to my order?
AnswerIt is possible to include a message with your order or with your gift card when ordering by choosing the option “add a personal message”. You can type in a message that you can customize yourself.
Question Will my order include an invoice?
AnswerYou can request an invoice by contacting out “Customer Service”.