Questions,
answered honestly.

There are two parts to the journey: making it, then getting it to you. Posters usually take 2–5 business days to produce, and that includes anything you design yourself in the Studio, which goes straight to print the moment you order. Custom and bespoke designs that we create for you take a little longer, since there's a design step with us first. Once it's on its way, delivery is typically 3–20 business days depending on where you are. These are our best estimates rather than guarantees — customs, carriers, and local delivery networks can all add a bit of time here and there.

Yes, almost everywhere. As long as a carrier delivers to your address, we'll get a poster to you wherever you are. If it turns out we can't reach you, we'll tell you before your order goes into production and refund you in full.

The only places we can't ship to at the moment are Russia, Belarus, Cuba, Iran, Syria, North Korea, Venezuela, the Gaza Strip, and the Crimea, Donetsk and Luhansk regions of Ukraine.

Shipping is free, worldwide. No minimum order, no threshold, no surprise charge at checkout — wherever you are, the price you see on the poster is the price you pay to get it to your door.

One thing we'd rather tell you upfront: if you're outside the EU, your own country may charge customs duties or import taxes when your poster arrives. Those are set by your government, not by us, and they're not something we can pay on your behalf. They're usually modest on a single poster, but they do exist — so it's worth a quick check on your country's rules if you'd like no surprises at all.

Whenever it's available, yes — we'll send it your way by email as soon as your order ships. It can take a little while to update right after dispatch, so don't worry if it looks quiet at first. If it hasn't moved in several days, just drop us an email and we'll take a look.

Our studio is in Vittorio Veneto, Italy — that's where every design is dreamed up. The actual printing happens with production partners, often outside Italy, so we can get your poster made closer to you and cut down on unnecessary long-distance shipping. We can't always say in advance exactly where a specific order will be printed, but rest assured it's in good hands.

They might arrive in separate parcels, even if you ordered them together — different sizes or products can come from different production facilities. So if one shows up before the other, don't worry — the rest of your order isn't lost, it's just taking its own route to you.

No account needed — you simply check out as a guest and you're done in a few minutes. We deliberately keep things simple and only ask for what we genuinely need to make and deliver your poster. Your order confirmation and any updates will come to you by email.

If you spot a mistake, email us straight away at contact@tellyourtrail.com with your order number and the correct address. As long as your order hasn't gone into production or been handed to the carrier yet, we can usually update it for you — so the sooner you reach us, the better. Once a poster's been printed or is already on its way, we're often no longer able to change where it's going, which is why it's well worth double-checking your address before you check out.

Our main currency is EUR, but depending on where you are and what's available at checkout, prices may show or be charged in another currency. One thing worth knowing: your bank, card, or payment provider might add their own currency-conversion or foreign-transaction fee — those come from them, not from us, so they're outside our control.

If you've just ordered and changed your mind, email us at contact@tellyourtrail.com as fast as you can, with your order number. Because every poster is printed to order, we can only cancel it for free if it hasn't gone to print yet — so the sooner you reach us, the better the chance we catch it in time. If it's already in production, we can't cancel it that way, but depending on what you ordered you may still have a 14-day right to return it (see just below).

It depends on the kind of poster — and this is the one thing worth getting clear before you order:

• Standard catalog posters — one of our existing designs, bought exactly as shown — can be returned within 14 days of delivery if you change your mind, no reason needed. Unused gift cards have this right too.
• Personalized, Studio, route-based, and bespoke posters can't be returned for a change of mind. Because they're made to your specifications — even something as small as adding a title or date — they're personalized just for you, so consumer law doesn't give a change-of-mind return on them.

Here's the important part, though: personalized posters aren't left unprotected. If anything's actually wrong with one — it arrives damaged, faulty, or not matching what you approved — you're fully covered. That's a separate right, and it never goes away (see "Something's wrong with my order").

The important first step is to email us at contact@tellyourtrail.com before sending anything back — we'll confirm your return details and the address, and make sure we're expecting it. Here's how it works:

1. Let us know within 14 days of delivery at contact@tellyourtrail.com that you'd like to withdraw, with your order number and the email you used at checkout. No reason needed.
2. Once we've confirmed, send the poster back within 14 days. Return postage is at your own cost, and the poster is your responsibility until it reaches us — so please use a tracked service and keep your receipt.
3. Pack it in a rigid postal tube, never folded, so it arrives in resalable condition. Then email us two things: your dated postage receipt (this is what we accept as proof you've sent it back) and a photo of the poster and how it's packed.

These are the essentials — the full conditions are set out in our Refunds, Returns & Cancellations Policy, which is the definitive word on the process.

Once we've either received your returned poster or you've shown us valid proof that you've sent it back — whichever comes first — we'll refund you within 14 days, using your original payment method. You'll get back the price of the poster plus the standard delivery cost you paid at checkout. If you chose a premium delivery upgrade, we refund the standard amount rather than the extra, and return postage stays your own cost.

One honest heads-up: we may reduce a refund if a poster comes back with its value diminished — for instance if it's been framed, marked, creased, or damaged through loose packaging — up to the full price if it can no longer be sold. You'll find the complete details in our Refunds, Returns & Cancellations Policy.

First, we're sorry — that's not the arrival you were hoping for, and we'll put it right. This covers anything that reached you damaged, defective, incomplete, or incorrect. Here's what we need from you:

1. Don't throw anything away yet — keep both the poster and the packaging until we've sorted it out. Our print partner usually needs to see the packaging to support a damage claim, so it matters.
2. Take photos straight away, before anything's moved or binned:
   - the full poster (always needed)
   a close-up of the damage or defect (always needed)
   - the packaging, including any damage to it (needed for transit damage)
   - the packing slip or shipping label (only if you have it — helpful, not essential)
   
3. Email us within 14 days of delivery at contact@tellyourtrail.com with your order number and those photos.

Please don't send the poster back before you've heard from us — the photos are often all we need, and if a return is needed, we'll tell you where to send it (it may not be the same address as a change-of-mind return).

There's a real reason we ask. Because your poster is produced and shipped by our print partners, the photos are how we assess what's happened and raise it with them on your behalf — so without them, we're not able to progress a damage or defect claim. The sooner you send them, the sooner we can arrange your reprint or replacement. And this photo step only affects the claim process — your legal rights are separate and always apply.

Because every poster is printed to order, our first step is almost always a corrected reprint or replacement — the quickest way to get you the poster you should have had.

Where the law requires it, or where we think it's the fairer outcome, we may offer a refund or another solution instead.

If the error was already visible in the preview or draft you approved before ordering — e.g. a name spelled wrong, the wrong date — we're sadly not able to remake it for free, since it printed exactly as you approved it.

But if your poster came out different from what you approved — wrong text, wrong colors, a route line that isn't the one you submitted — that's our mistake, and it's fully covered.

Just email us a photo of the full poster and a close-up of the error, and we'll get it sorted.

Please tell us within 14 days of delivery where you can — it helps us act fast while our partners' own claim windows are still open, and for transit damage especially, couriers work to short deadlines. But this 14-day window is about speed, not your rights: your 2-year legal guarantee covers a poster that's faulty or not as agreed well beyond it. Reporting quickly just helps us get things moving sooner.

Your file never leaves your device — and that part we're genuinely proud of. When you add a route file to the Studio, it's read and processed right there in your browser. The original is never sent to us, never stored, never seen. We couldn't open it if we wanted to, because we don't have it.

What does reach us is the design itself, and only when you click Add to cart — we need it to print your poster. That's your style, colors, titles, markers, and a simplified drawing of your trail. Enough to print, and nothing more.

Before we store it, we strip out everything the poster doesn't need: the timestamps from your recording, any heart rate or cadence data, the track name, the start time. What we keep is the shape of the line, not a record of where you were and when. And no name, email or address is attached to it — those go to Shopify at checkout, separately.

Nothing at all until you add your design to your cart. Up to that point, everything stays on your device. When you click "Add to cart," we receive the design itself: the simplified route line, your markers, titles, and color choices — but with no name, email, or address attached. Those details are collected separately at checkout, by Shopify, and we don't link your trail data to them.

It depends on whether you buy. If you don't complete your purchase, we delete the design data 12 months after it was added to your cart. If you do buy the poster, we keep it alongside your order records — so we can produce it, support it, reprint it if you ask, and check the print against your design if you ever raise a problem. You can always ask us to delete it sooner.

Absolutely — just email us at contact@tellyourtrail.com and we'll take care of it.

Two things worth knowing first: once your design data is deleted, we won't be able to reprint that poster for you, and while your poster's 2-year guarantee is still running, we'll usually need to keep the design you submitted so we can check any claim about it. After that, we'll delete it on request.

A note too that your order and invoice records are kept separately — Italian tax law requires us to hold onto those.

Depending on where you live, you can ask us to show you the information we hold, correct anything that's wrong, delete it, restrict or object to how it's used, or receive a copy in a portable format. Just email contact@tellyourtrail.com — we may need to confirm your identity first for certain requests. Some rights have limits (for instance, we have to keep certain records for tax or legal reasons), but we'll always explain where that applies. If you're in the EU and ever want to raise a concern with a regulator, you can contact your local data protection authority or the Italian Garante.

Just a gentle reminder: route and location data can sometimes reveal personal things — places you've been, patterns in your movements, or where you live. We only ever need what makes your poster look great, so please only upload routes you're comfortable using this way, and leave out anything the design doesn't need.

Our gift cards are a lovely way to give an adventure poster without choosing it for someone. You buy one, the recipient picks the design they love, and it goes towards any purchase from us. Each card is valid for 24 months from the day it's issued — the expiry date is shown in the gift card email and on the gift card page it links to.

Yes, within limits. If you bought a gift card and change your mind, you have 14 days from purchase to withdraw and get a full refund — as long as it's still unused.

Two things worth knowing: this right belongs to you as the purchaser, not to whoever receives the card as a gift. And once a card has been redeemed — even partly, by anyone — it can't be refunded any more, because its value has been used.

To withdraw, just email us at contact@tellyourtrail.com within those 14 days.

No — a gift card can only be put towards purchases from us, not swapped for cash, except where the law requires otherwise.

Gift cards are valid for 24 months from issue, and after that they can't normally be used. If yours has just slipped past its date, do get in touch — we'll always take a look and see what we can do, though we can't promise to extend it.

It's simpler than it sounds. Head into our Studio, upload your route file (or build a route right there), then make it yours — choose your colors, add a title, a date, whatever you'd like. When it looks just right, the preview you see becomes your final design, so give it a careful once-over, then add it to your cart and check out. From there, we take care of printing and getting it to you.

If something isn't working or you've got a question about the Studio, just email us at contact@tellyourtrail.com and we'll help however we can.

GPX, KML, KMZ, Polarsteps exports, and CSV files all work. Not sure what you've got? Send it our way and we'll happily let you know if it'll work.

No. Your browser saves your progress as you go, so you can close the tab and pick up right where you left off — as long as you come back on the same device and browser. It won't follow you from your phone to your laptop, and only one design is saved at a time, so uploading a new trail starts fresh.

What's saved is just your design: style, colors, titles, markers and your trail. No name, no email, no contact details — and it stays on your device. Nothing reaches us until you add the poster to your cart.

Your design is saved for up to 90 days from your last edit, and each edit resets the clock. Your browser may be tidier than that though — iPhones and iPads clear saved data after about a week away from the site, and clearing your browsing history removes it anywhere. So it's best not to leave months between sessions.

It depends on how your poster was made. If you designed it yourself in the Studio, the preview you see before checkout is your proof — so once you place the order, you're approving the design and are telling us it's ready to print, and we won't send anything else after that.

If we made it for you — a custom or bespoke piece — we'll always email you a draft first, and we won't print it until you've approved it in writing.

Once it's ordered, probably not — Studio orders can move into production quickly, so there isn't much of a window. That's exactly why we ask you to look everything over carefully before you check out: spelling, dates, names, the route line, colors, all of it. If you've gone the custom or bespoke route instead, you'll get a proper look at a draft before anything's printed.

First, take a breath and email us right away at contact@tellyourtrail.com with your order number and what needs changing. If your poster hasn't gone to print yet, we can often make the correction for you, or cancel the order so you can reorder it with the fix — so the sooner you reach us, the better the chance we catch it in time.

If the mistake was already visible in the preview or draft you approved, and the poster has since been printed, we're sadly not able to remake it for free, since it came through exactly as you approved it. You'll find the full answer under "Refunds, returns & cancellations."

No — our posters are not made for navigation. They are decorative wall art, made to celebrate your adventure, not to help you find your way on one. To make each design beautiful, we simplify the route line, distances, and elevation, so the details won't be precise enough to rely on — and the numbers can differ from your GPS. For anything to do with navigation, safety, or planning a route, please always use proper maps and tools made for the trail.

We print on high-quality matte paper — thick, durable, and chosen to do your adventure justice. The matte finish keeps things looking clean and glare-free on the wall, and lets the design and route lines really stand out. Because we print on real paper, the exact texture and the way colors sit can vary a little from screen to print — that's a normal, lovely part of printed art, not a flaw.

We offer eleven sizes, so there's something to suit most walls and frames:

• 12"×16"
• 12"×18"
• 16"×20"
• 18"×24"
• 24"×36"
• A2
• A1
• 30×40 cm
• 50×70 cm
• 61×91 cm
• 70×100 cm

The five inch sizes are made to fit standard imperial frames, while A1, A2 and the centimeter sizes are standard European sizes.

They don't — we send your poster unframed, so you're free to choose a frame that suits your space and style. It also keeps your poster safer in transit. If you're framing one of the inch sizes, look for a frame in that same imperial size. And for A1, A2 and the cm sizes, any standard A/cm-size frame will fit perfectly.

Every poster starts with a palette we've chosen to suit it, but you're never limited to that. In the customizer and in the Studio you can pick from a wide range of colors, or choose your own to match your memory, your room, or simply your favorite shade. And if you'd rather have us handle it, just email us at contact@tellyourtrail.com — we're always happy to help you get the colors looking exactly how you imagined.

Yes, and we'd love to help — whether you're a trail association, a running club, an event organizer, or a company ordering posters as gifts. Bulk and business orders can often be arranged with their own timelines and terms, so the best first step is simply to email us at contact@tellyourtrail.com and tell us what you have in mind.

This is the one important difference to know about. The 14-day right of withdrawal and the 2-year consumer legal guarantee are rights the law gives to consumers — people buying for themselves. So if you're buying for business, resale, event, professional, or organizational purposes, those particular consumer rights don't apply to your order. Everything else in our standard terms still does, and of course we'll always work with you fairly if something's genuinely wrong with what we've made.

If we've put a separate written agreement in place — a signed contract, a quote, or agreed invoice terms — that takes precedence wherever it differs from our standard policy. Anything it doesn't cover falls back to our normal terms.

What matters isn't whether you're an organization, but why you're buying: for yourself, or for a business, resale, event, or professional purpose. If you're at all unsure which applies to you, just ask us at contact@tellyourtrail.com before you order, and we'll confirm it in writing so there are no surprises.

Yes absolutely — that's a partnership rather than an order, and it's a bit different. We create approved designs with trail management organizations, tourism boards, adventure travel companies, and races & events, and your organization receives a share of every sale. Everything about how it works is on our Partners page — or just email us and we'll talk it through.

Everything we've explained here in plain language is set out in full in our policies — and if an FAQ answer and a policy ever seem to differ, the policy is the one that counts. You'll find them all here:

• Legal Notice / Seller Information — who we are and our official business details
• Terms of Service — the full terms behind every order
• Refunds, Returns & Cancellations — your withdrawal right, the 2-year guarantee, damaged or incorrect items, and cancellations
• Shipping & Delivery — production times, delivery, tracking, and failed deliveries
• Studio & Custom Orders — how the Studio works, route data, approvals, and design ownership
• Privacy Policy — what data we hold and your rights over it
• Cookie Policy — the cookies we use and your choices

Still can't find what you're looking for? Just email us at contact@tellyourtrail.com — there's no support ticket queue here, only Jay and Maud, and we read every message ourselves.

The formal details of who you're buying from: our registered business name, address, VAT number, and how to reach us. This is the place to confirm you're dealing with a real, registered business — us, Tell Your Trail in Italy.

The full agreement behind every order — how buying from us works, both sides' responsibilities, and the terms you accept when you place an order. If you want the complete picture behind everything in this FAQ, this is it.

Your 14-day right to change your mind on standard posters, the 2-year guarantee that covers every poster if something's wrong, how to return an item, and how cancellations work. The one to open if something isn't right with your order.

How long production and delivery take, where we ship, tracking, customs, and what happens if a delivery fails. Open this for anything to do with your poster's journey to you.

How the Studio works, how your route data is handled, how design approval works for self-made and custom pieces, and who owns the artwork. The detail behind personalized and route-based posters.

What personal information we collect, how we use and protect it, how long we keep it, and the rights you have over your data. This is where the "your route file never leaves your device" story is set out in full.

The cookies and similar tools our site uses, what each is for, and how you can control them. Open this to understand or change your cookie choices.