Frequently Asked Questions

 
Here are the answers to some of the most common questions we get asked. If you can't find the answer you are looking for here we are only an email or phone call away so drop us a line. 

Do you offer custom sizes?

Yes if you do not see the size you are looking for on the website contact us and we are happy to try and accommodate custom sizes.


Will the colours I see on screen be the same as the finished canvas?

We use the latest technology so our aim is to match the colour as closely as possible to the original photograph. However there may be some variation. For instance you may have noticed that when you look at a picture on your pc at home, then look at it on your work computer, it looks a little different. This is due to the lack of, or different calibration, between the monitors. The most important thing is that what we see on our monitor is what we print so we will make sure it looks right before we print.


What if my photo isn’t in digital format?

No problem you can either send the photo to us in the post or scan and email the image to us. If you do post your photo we promise to take care of it and return to you at the same time as your canvas. If you are scanning your photo in please scan it at 300 dpi minimum then you can email the scanned image to us.


What size of photo do you need from me and what about resolution etc?

Photos are best emailed in JPEG in the highest resolution possible, the bigger the better. If you are using a digital camera, take your photographs at the highest quality setting to get the best resolution possible. The larger the mega pixel rating on the camera the larger your images can be. Most digital cameras these days produce good quality images which are suitable for printing. If you are not sure we are happy to help.


Can you make changes to my photo, such as red eye?

We can crop or enlarge photos and are happy to make minor adjustments to your photo such as red eye removal if required. We can also convert your colour photos to black and white. This is all part of the service. For any more advanced photo editing please contact us.


How long will it take for my order to arrive?

Lead times on personalised prints can vary depending on the time of year and order volumes. Once we receive the image from you it generally takes up to 14 working days for your order to be delivered to you. Our ready made art prints can be shipped within a couple of days but our custom made products take longer as they take longer to make. If you need your canvas in a rush please contact us to see what we can do to help. If you need your order by a particular day please let us know when you order. Deliveries can arrive at any time between 9am – 5.30pm local time, so if you are not in during the day it may be easier to arrange the delivery to be made to your work address if appropriate. All our orders are shipped by Courier Post tracked and signed for unless you ask us to send no signature required. 


Can I place an order and have it delivered somewhere else?

Yes just let us know when you order that you require the canvas to be shipped somewhere else. You will see both billing and shipping address fields in the order form and a notes field where you can let us know of any special instructions for delivery. 


How do I use my gift voucher?

Easy if you have one of our gift cards bought online just enter your voucher code and order through our website. If you have a printed handwritten voucher just give us a call or email as this voucher code will not work in our new website but don't worry we can process your order manually. We will simply need your voucher code, your details or the person who bought it for you to confirm the value of your voucher.


How do I pay for my print?

We have a number of options which you will see when you start the order process. You can pay online with your credit card or via bank deposit. 


Direct Credit

This is the most popular method preferred by our customers and is our preference. We provide our bank details on order then just use your order number and name as reference on the transaction. 


Cheque

We can accept cheques payable to My Canvas. If you would like to pay by cheque please contact us to let us know this is your preferred payment method. Please note this payment method will delay your order timeline as we only start working on an order when payment has been received. 


Credit Card

We accept all major credit cards credit cards through our website. These are processed quickly and securely via our eway payment gateway. Our site is hosted on Shopify which is one of the world's securest e-commerce platforms which means you can shop with peace of mind. 


Do you offer trade discounts or wholesale pricing?

Yes we often have enquiries from corporate clients and professional photographers. We will only offer special discounted pricing to genuine trade customers. Please email us with details of your business for more information. Please note we do not offer credit terms for payment all orders are payable at time of ordering. 


What’s about copyright?

When you send us a photo to print, you must ensure that you are the person that owns the copyright on the photo, or that you have permission from the person who took the photo to reproduce it. If a photographer took the photos for you it is important that you check with them that they are happy for you to use the photo. Photographers retain copyright over their pictures unless they have given you permission to print their files. We may ask you to verify the copyright on a photo so please don’t be offended if we do. Just a tip if you are thinking of having your professional photos printed it would be worthwhile asking the question upfront when you book your photographer. That way you can negotiate this as part of your package rather than after the event. Please do all this before going ahead with your order.
We will not do anything with your photo other than print it for you. We will never use or sell your photographs without your express permission. However we do from time to time ask if you would be happy for us to use a photograph of your finished canvas as an example of our work on our website. We do also store your files for future reprints if you come back to us in the future for another copy of your print, but we can delete them if required just let us know what you would prefer.


What about my personal details?

Your privacy is very important to us and we are committed to respecting your privacy. In order to provide our services, we will require information (including name, address and contact details) regarding our customers. We will maintain the confidentiality of information provided in accordance with our Privacy Policy and you can be sure that we will not pass your details onto any third parties.