Frequently asked questions
Choose your artwork, prepare your order and find help after delivery.
Artworks, materials and finishes
Which materials are available?
Depending on the artwork and destination: Fine Art prints on 310 gsm Hahnemühle German Etching paper, 400 gsm canvas prints, hand-painted oil paintings or digital files. Available options are shown on the product page.
Will the artwork be cropped?
The configurator preserves the complete composition and its proportions, without stretching or distortion. Available dimensions are calculated from the original aspect ratio.
What is the difference between a canvas print and an oil painting?
A canvas print is printed on 400 gsm canvas. An oil painting is painted by hand to order by a specialist partner workshop.
Will an oil painting look exactly like the image?
It reproduces the selected artwork, but each piece is painted by hand. Slight variations in brushwork, texture and colour are part of its character.
Are the colors displayed on the screen accurate?
The preview helps you compare options, but your screen, ambient lighting and chosen material all affect how the final colours appear.
What does the digital format include?
Digital files require no physical production or shipping: no canvas or frame is delivered. No shipping charge applies to this option.
How do I access my digital file?
File specifications and access arrangements are those listed on the product page. If you cannot find access information after ordering, contact us with your order number.
Formats and frames
What sizes are available?
Available sizes depend on the artwork, its proportions, the selected material and the delivery country. Only available combinations are displayed.
Which colours are available for classic frames?
Depending on the configuration: black, white, natural wood, brown, antique gold, antique silver, dark grey or light grey. Framed Fine Art prints have acrylic glazing and no mount.
Which colours are available for floating frames?
Depending on the configuration: black, white, natural wood, brown, antique gold or antique silver.
Which edge finishes are available for stretched canvas?
The configurator may offer mirrored, image-wrapped, black or white edges. The options displayed are those available for your selected configuration.
How do I choose a suitable size for my wall?
Measure the area, leave space around the artwork and mark out its dimensions with masking tape. Allow for the frame’s overall dimensions if you choose a framed option.
Which sizes are available for oil paintings?
The long side can measure 60, 70, 80, 100, 120, 140, 160, 180 or 200 cm. An option is hidden if the proportional short side becomes less than 20 cm.
Ordering, availability and pricing
How do I order an artwork?
Choose your artwork, material, presentation, size and delivery country. The configurator updates the available combinations and total price before the final delivery address is checked.
Why does a finish disappear when I change countries?
Formats, frames, colors and production routes are not identical for all destinations. An option is hidden when no exact route is available.
Is delivery included in the price?
When the configurator states "delivery included", standard delivery is included in the total for your selected country and configuration. The final checkout summary confirms the amount payable.
How are taxes and possible import duties managed?
Taxes and import duties depend on the destination and local rules. Checkout shows the amounts collected by the store. If these charges may affect your decision, contact us before ordering.
Can I change a configuration after payment?
Contact us immediately. We will check the progress of your order, but changes cannot be guaranteed once production has started.
Manufacturing, shipping and tracking
How long does manufacturing take?
As an indication: 1 to 4 working days for a Fine Art print; 2 to 5 working days for a canvas, with up to 7 days for certain complex finishes; approximately 14 days for a handmade oil painting.
Will my oil painting arrive within five days?
No. The estimate of around five days covers FedEx transit after the painting is completed and dispatched. Painting takes approximately 14 days before dispatch.
Which countries do you deliver to?
The configurator currently supports 150 destinations. Check the country selector: an order can proceed only if the selected configuration is available for the delivery address.
Where is my print or canvas produced?
The integrated partner network can produce in the UK, Netherlands, USA, Canada or Australia. The intended country depends on the configuration and destination.
How do I track my package?
When tracking is available, use the link in your shipping confirmation. If tracking remains unchanged for an extended period, contact us with your order number.
Damage, returns and care
What should I do if the artwork or parcel is damaged?
Keep the artwork and all packaging. Photograph the parcel, label, protective materials and any damage, then contact us with your order number.
Can I return an artwork without contacting you first?
Please contact us for return instructions before sending an artwork back. The address and procedure may depend on the product and partner. Your statutory rights remain unchanged.
How should I care for my artwork?
Avoid persistent humidity, heat sources and direct sunlight. Handle Fine Art prints by the edges with clean hands and never apply cleaning products directly to the artwork.
Are rolled canvases and rolled oil paintings ready to hang?
No. They need to be stretched onto stretcher bars or framed after delivery, preferably by a professional.