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Frequently Asked Questions (FAQ)

Most products are dispatched within a week of ordering, with larger items sent by courier for quick and safe delivery.

If you need a print urgently then regular photographic prints offer the best option as they are normally sent same or next working day and are ideal for framing at home.

In the UK our framed prints also include an Xpress framed print which can be dispatched in 3 working days instead of 5 working days at no extra cost. To enable the quicker dispatch the card mount is replaced with a printed psuedo mount that can look the same at a normal viewing distance.

Print Types

Using the latest printing technologies, we offer a choice of prints to meet budgetary and display requirements and you can learn about the types below:

Photographic Prints are printed on archival quality paper delivering vivid colour and exceptional detail. Perfect for framing, they are a popular customer choice.

Poster Prints are printed on superior archival poster photographic paper for maximum colour and vivid images. Striking a balance between quality and affordability for larger prints, they are perfect for sticking straight onto walls using a range of third party products. 

Fine Art Prints are printed on sturdy thick card presenting a vivid image with maximum colour accuracy and exceptional resolution. Standard for museums and galleries around the world, using a printing process where millions of ink droplets are â€sprayed onto high-quality card, they appear much more realistic than other prints.

Delivery Tracking

Here are some reasons why tracking information may not be available:

- A delay in the updates to the tracking database.
- Standard deliveries may not be trackable.
- Generally international deliveries are not trackable

If the estimated delivery date for your parcel has passed, and your tracking information hasn't changed, please allow an additional day or two for the parcel to be delivered. 

Orders

· How do I place an order?

· How do I pay for an order?

· Can I check the progress of my order?

· Can I add to my order once it has been placed?

· Can I view my order history?

· Can I cancel my order?

· How do I return my order if I am not happy with it?

Product

· Are the framed prints and box canvases ready to hang?

· Is the image on both sides of the mug?

· Are the mugs dishwasher safe?

· Do the mouse mats work with optical mice?

· Why does it take so long to dispatch an order?

· I have found the image I want but it is not available in the product or size I need?

· How do I know if the product is in stock?

· Why are the white lines on the sides or top and bottom of the print?

· Are the prints fade resistant?

· Are the papers/mounts acid free?

· Are the mounts custom cut?

· What do you use to glaze the framed prints?

· Is VAT included?

· What products are available?

· Why is gloss not an option?

· What paper do you print on?

· Can I have the print with a border?

· Can I have a colour image as a black and white or sepia print?

· Why do you not wrap the image on the box canvas products?

· Is the watermark visible on the website included in the purchased product?

Delivery

· How long will it take to deliver my order?

· How will my purchase be packaged?

· Who will be delivering it?

· Do I need to be in when it arrives?

· Do you have a next day delivery service?

· Can I pay for faster delivery?

· Can I change the delivery address?

· Can I deliver to a different address to my payment details?

· Can I track my order?

· Where do you deliver?

· How much will delivery cost?

Images

· What is the quality of the images you use for production?

· How many images do you have?

· Where do you get your images?

· Can I put my images on your site?

· I cannot find the image I am looking for?

· What about old images?

· Does the watermark appear on the finished product?

· The previews do not look very high quality

Other

· Can I license an image for commercial use?

· Can the products be resold?

· Do you have a shop I can visit?

· Where are you based?

· How do I get in touch with you?

Orders

How do I place an order?
First find the image and product combination you want, add it to your basket and proceed to checkout where you will be asked for your delivery and payment details.

Is my data safe?
We do not have access to your full card details and payment is requested over a fully secure connection. We fully comply with current European GDPR legislation and automatically remove all personal data after 12 months (unless you have an account with us and have signed in recently). We also have a strict opt-in policy and would never sell your personal details on, data is only used fulfill your order promptly and efficiently,

How do I pay for an order?
You can pay for your order with the majority of major credit/debit cards or PayPal. For added reassurance we do not have access to your payment card details.  We can also accept card payments over the phone during normal UK business hours.  For UK customers only we accept cheques issued against a UK bank.  

Can I check the progress of my order?
We will email you with updates as your order progresses. You can also check online if you have supplied a password to create an account at the checkout. 

Can I add to my order once it has been placed?
Sorry, due to our automated production process, this is not possible.

Can I view my order history?
Yes, all of your previous orders are available in the "My Account" area when signed in.

Can I cancel my order?

If you wish to stop an order please let us know as soon as possible. To offer a quick and affordable service we use automated production systems and therefore it may not be possible to cancel confirmed orders once in production.  We are sorry but we can't stop, cancel or intervene in any way and this includes orders which have not shipped.

How do I return my order if I am not happy with it?
We want you to be happy with your purchase so please contact us to discuss any issues. If we cannot resolve your issue you can of course return it for a refund. Customer services will give you details of how to do this.

Product

Are the framed prints and box canvases ready to hang?
Yes, the framed prints include a hanger on the back and the canvases can be hung from the top edge.

Is the image on both sides of the mug?
Where possible we print on both sides. As there may not be space to print some wider images twice. those are sized to that the wrap around the mug giving the largest possible image.

Are the mugs dishwasher safe?
Yes, top rack only.

Do the mouse mats work with optical mice?
Absolutely.

Why does it take so long to dispatch an order?
Our products are made-to-order to give you premium quality product produced by craftsmen at reasonable cost. Prints are usually dispatched within one business day and other products up to 5 working days. The estimated dispatch date is shown within the order details.

I have found the image I want but it is not available in the product or size I need?
The partners we work with determine what products they want to make their images available on which is why the product set can vary from image to image. If product you want is not available drop us an email and we will see what we can do. Larger sizes may not be available for some items if we deem that the resolution of the digital file provided is not sufficient for printing at that size.

How do I know if the product is in stock?
All of our products are produced to order, which means you are buying a bespoke product and should therefore never run out of stock.

Why are the white lines on the sides or top and bottom of the print?
This is due to the original image not being the same shape (aspect ratio) as the paper printed on. When this happens you can print the entire image (with margins) or crop the image (no margins) to fill the paper. Where applicable you are offered the choice as part of the ordering process. Some products can cater for a range of shapes and therefore the choice is not needed for these.

Are the prints fade resistant?
Yes, we use professional archival quality photographic paper and equipment to give superior fade resistance.

Are the papers/mounts acid free?
They are.

Are the mounts custom cut?
Where possible our framed print mounts are custom cut using digital laser technology to suit each image.

What do you use to glaze the framed prints?
We use high quality optical clarity acrylic which is lighter and more expensive than glass but much safer to post.

Is VAT included?
VAT is included for all purchases delivered within the European Economic Area; purchases for delivery outside of the EU are VAT exempt and will not be included.

What products are available?
The product list varies from image to image but typically includes photographs, framed prints, posters, and canvas prints. Creative gifts including mugs, mouse mats, and jigsaws are available for most images. To see what products are available for the image you are interested in please go to the detail page for that image where a complete list of products will be displayed. Due to licensing restrictions it is not possible to offer all products for all images.

Why is gloss not an option?
As the majority of our photos are intended for framing we do not offer gloss as this can cause issues when placed behind glass. The finish we use (Lustre) is halfway between Gloss and Matt giving the vibrancy of Gloss without the issues when framed.

Can I have the print with a border?
The option to add a small gap (nominally a 4mm border, the precise size may vary due to production tolerances) is offered on most prints near the Buy button.

Can I have a colour image as a black and white or sepia print?
In most cases this is available and offered near the Buy button.

Why do you not wrap the image on the box canvas products?
Quite a lot of image is needed for the portion that is wrapped. Because we have images from a lot of different sources we cannot guarantee that wrapping all of the images will not result in key parts of the image ending up on the edge rather than the front. Because of this we do not make that an option but we do make different colours for the side available so that you can choose one to suit your taste.

Is the watermark visible on the website included in the purchased product?
It is not. Finished products are produced from much higher quality images that the previews on the web site and do not include the watermarks, which are there to protect the images from being reproduced without permission.

Delivery

How long will it take to deliver my order?
We do not hold stock as all products are professionally made-to-order.  Dispatch dates vary depending upon the product. Regular photographic prints are normally quick dispatching the same or next business day, depending on the time the order is placed. Standard delivery (from UK, USA or Australian stores) takes approximately 2-5 business days to arrive after dispatch.  International deliveries take approximately 7-14 days but may take longer due to government import checks. 

How will my purchase be packaged?
Small and medium prints are sent flat, whilst larger prints are sent rolled in strong tubes. All other products are sent in heavy weight boxes with enough additional protection to ensure that they reach their destination safely, even if on the other side of the world.

Who will be delivering it?
We use national carriers (Royal Mail in the UK) for smaller packages and couriers (such as FedEx and DHL) for everything else.

Do I need to be in when it arrives?
Some packages require a signature so if you are not in when your package arrives re-delivery will have to be arranged.

Do you have a next day delivery service?
This is not currently an option. However items sent via Courier are normally delivered next working day (Mon-Fri) once dispatched.

Can I pay for faster delivery?
Courier delivery, where offered, is the fastest delivery method. Again please allow time for the item to be made, estimated dispatch dates are clearly shown at the checkout and on your order confirmation.

Can I change the delivery address after my order has been processed?
It may be possible to change the delivery address if production has not commenced, please contact us as soon as possible.

Can I deliver to a different address to my payment details?
Yes, simply enter the alternate cardholders address when ordering. 

Can I track my order?
Registered users can log on to their account and go to the "My Account" area. We will also send you regular email updates tracking your orders progress.

Where do you deliver?
We deliver worldwide to most countries.

How much will delivery cost?
The postage is calculated depending on the products ordered and the delivery address. If you want to know how much the postage will be please place the products you want in the basket and go to checkout where your postage will be calculated. You do not have to complete the purchase if you do not want to.

Images

What is the quality of the images you use for production?
We only source images from professional organisations and check the size of the image against the products available to ensure optimum results. The images on the web site are for preview only and finished products are produced from higher spec copies. Watermarks are not included on purchased products.

How many images do you have?
We currently have over four million images on our system with the numbers growing daily.

Where do you get your images?
We work with organisations that have large collections of quality and unique images. These include large sports organisations, charities, museums, photo libraries, newspapers and magazines and government departments.

Can I put my images on your site?
If you have a collection of images to which you own the rights please contact us and we will get back to you.

I cannot find the image I am looking for?
We have a huge archive of images available please use our search functionality to find the one you are after. If you still cannot find it drop us a note and we will see if we can help.

What about old images?
Some of the images we have available are scans of historic photographs. In some cases this means that there may be some marks on the image. Please appreciate that not all images of a certain age will be blemish free.

Does the watermark appear on the finished product?
The watermark is there to protect the images on the website from being used without permission and does not appear on any purchased products.

The previews do not look very high quality.
The previews have been optimised so that they are served quickly to your browser and are lower quality than those used for production. Finished products will be significantly sharper, clearer and more beautiful.

Other

Can I license an image for commercial use?
Many of the images on this site are available for license.  If you can't find the image you are looking for, send us details confirming the license requirement and we will try to assist.  Alternatively you can also find a range of images for license at License Storehouse 

Can the products be resold?
All products sold are for personal use only and cannot be reproduced or resold in any way. If you wish to commercialize an image or product please Contact Us with the details

Do you have a shop I can visit?
No, we are web-based only.

Where are you based?
We have offices in the UK and Australia and work with image partners from around the world delivering quality products produced in professional production facilities located in the UK, USA and Australia.

How do I get in touch with you?
The quickest way is online by contacting our customer service department and providing all the details in the form provided at the Contact Us link at the bottom of the page.

 

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