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FREQUENTLY ASKED QUESTIONS

  • Where is my digital download?
    An email with a link to download your digital file(print or frame TV art) will be sent within a few minutes of your purchase! If you haven’t seen it, check your spam or promotion tab. Still not there? Shoot our customer service team an email at "info@e424atelier.com" and we’ll confirm the email address associated with your order and get the files to you ASAP!
  • Can I cancel or exchange or refund my order?
    Due to the nature of digital items and immediate access to files, we do not accept cancellations, exchanges and refunds. But please contact us (info@e424atelier.com) if you have any problem with your purchase.
  • How to display digital art I purchased on my Frame TV?
    Send the art file to your phone. Download SmartThings App if you don't have it yet (It's a free Samsung App helps connecting your phone to frame TV) Open the App and make sure your phone and TV are connected to the same wifi. Select "Art mode" within the App Add your art file by selecting from your camera roll Select "SET" 👇 Video directions from Samsung official youtube. watch the video direction 💡 Tips Create an album for Frame TV art on your phone, it will be much easier to find and select art when you add art to your frame TV Also, If the photos don't appear on the most recent date of the album, look for the past date and set arranging your album by "recently added" If you see the art on your camera roll but can't find when you open the app, go to settings on your phone and restrict the SmartThings app to access “all photos” only instead of “selected photos”.
  • Where to print my printable art?
    We recommend printing through a professional online print service or local copy center for the best result. Also, choose heavy and matte paper when you print at home or print center. * Where could I get my purchase printed? - Local print shop or copy center such as Walmart, Staples and etc.. - Online Service: Walgreens, Shutterfly, UPS store, Staples, Vista Print, Finerworks, Amazon Photos and etc..
  • Which file should I use when I print it out?
    We provide files of 5 different sizes and ratio. As long as the ratio is same, you can use to print. For example, you want to print in 12" x 16" at online print shop, upload 18"x24" file and still choose to print 12"x16". It will work because they are the same ratio of the width and length.
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