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Frequently Asked Questions (FAQ)

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?
· How big are the canvas 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?
· Can the T Shirts be ironed?
· 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 you want, then choose a product from our extensive list of quality merchandise, add it to your basket and proceed to checkout where you will be asked for your delivery and payment details.

How do I pay for an order?
You can pay for your order with the majority of major credit cards via Google Checkout or Sagepay or alternatively pay via Paypal or Cheque. Major financial institutions hold all of your payment details securely.

Can I check the progress of my order?
Absolutely, log back on to your account to see where it is in the production process. We will also email you with updates as your order progresses.

Can I add to my order once it has been placed?
We are afraid not, however if your order has not been dispatched we can cancel it so you can reorder with the additional items included.

Can I view my order history?
Yes, all of your previous orders are available in the "My Orders" section when you log in.

Can I cancel my order?

If you order has not been dispatched we can cancel your order, if it has already left our lab you can return it to us for a refund.

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?
Depends on the image, portrait images are printed twice front and back, landscape images are sized so that the wrap around the mug and give the largest possible image.

Are the mugs dishwasher safe?
Yes.

Do the mouse mats work with optical mice?
Absolutely.

Why does it take so long to dispatch an order?
All of our products are made to order at our state of the art lab. This means that whilst you will be getting a premium quality product produced by craftsmen you may have to wait a few days for it. Prints are typically dispatched the next working day but other products can take up to 5 working days.

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.

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 we 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 image not being the same shape (having a different aspect ratio) to the paper it is being printed on. When this happens you can print the entire image (fit) and have some white edges either top and bottom or left and right or crop the image (fit) to fill the paper. The default behaviour is to print all of the image which may give you the white lines but if you prefer you can choose fill instead which will get rid of the lines but will also result is losing a part of the image.

Are the prints fade resistant?
Yes, we use paper, chemistry and equipment from Fuji Film to give superior fade resistance.

Are the papers/mounts acid free?
They are.

Are the mounts custom cut?
All of the mounts are custom cut to the image to give the best possible effect on your framed print.

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

How big are the canvas prints?
Canvas prints are typically available in a number of different sizes. The quoted size refers to the longest edge and since all canvases are made to fit the image exactly the other edge will be scaled to fit the image. Actual sizes for each image can be seen on the page when the image and product are selected.

Is VAT included?
VAT is included for all purchases delivered with the European Union; 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 and box canvases and possibly creative gifts such as mugs, mouse mats, t-shirts and jigsaws. 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.

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 with framing.

What paper do you print on?
Fuji Film Crystal Archive

Can I have the print with a border?
You can, this and other options are available in the Advanced Options section.

Can I have a colour image as a black and white or sepia print?
You can, this and other options are available in the Advanced Options section.

Can the T Shirts be ironed?
We use a process that means that the image on the T Shirts is very hard wearing and can be ironed without problems.

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?
Delivery should not be longer than a day or two in the UK but may be considerably longer outside of the UK. Please note however that all of our products are made to order and because of their bespoke nature production can take anything up to one week.

How will my purchase be packaged?
Prints up to 10"x8" are sent flat, all larger prints are sent rolled in very 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 this 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 (FedEx) 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

Can I pay for faster delivery?
We do not currently offer expedited delivery but if your order is urgent drop us a note and we will see what we can do.

Can I change the delivery address?
Yes as long as your order has not left us, simply drop us a note with the details. We reserve the right to deliver only to the cardholder's address.

Can I deliver to a different address to my payment details?
You can, simply enter the delivery address when ordering. We reserve the right to deliver only to the cardholder's address.

Can I track my order?
You can, log on to your account and go to the "My Orders" section. We will also send you email updates of your orders progress.

Where do you deliver?
We deliver worldwide.

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 the original and much higher spec versions. Watermarks are not included on the purchased products.

How many images do you have?
We currently have over one 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 organisation, 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 considerably 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 our site are available for license, drop us a note with the details of the image you are interested in and how you wish to use it.

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 commercialise an image or product please drop us an email with details.

Do you have a shop I can visit?

Unfortunately not, we are online only at the moment.

Where are you based?
We are based in the UK but work with partners from around the world and deliver product globally.

How do I get in touch with you?
The best way to get in touch is via the Feedback page.

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