Frequently asked questions
 

Delivery times

Our products are always produced and sent only after receipt of your payment. Production takes place once payment has arrived by 07:00 of the relevant working day*.

Production times for the individual products:

  • Canvas: 7-10 working days*
  • Photo on acrylic: up to 21 working days*
  • Photo on alumnium: up to 21 working days*
 

Is express delivery also available for my order?

No, unfortunately it is not possible to send your items more quickly.

 

My product has still not been delivered after expiry of the usual delivery period.

In case your order, as an exception, has not arrived on time, you can check the status of your shipment using your parcel number (which is sent to you automatically by e-mail shortly before shipping) at www.ups.eu Alternatively, your picanova.co.uk customer service team will also be glad to help. The best way to contact us is via the contact form, e-mail or on our support hotline.

 

Which file formats are used?

We can only use the "JPG" file format (also "JPEG") for the production of a canvas print. In case your image file is not in JPG format, you can convert it into one using a corresponding image editing programme, such as Adobe Photoshop, Corel Paint, PaintShop Pro or IrfanView.

 

My delivery address is incorrect or has changed. What do I need to do?

Unfortunately your address cannot be changed later due to the automated processing of orders.

 

Can I still change/cancel my order?

Unfortunately, subsequent amendments to individual image data, sizes etc. is not possible. Due to the automated handling processes, cancellation of the order is unfortunately not possible after receipt of payment and the corresponding order transmission.

 

Are my images edited before printing?

Please note that your image data cannot be edited or trimmed before printing. The printing data is automatically generated by the system for the format selected in each case after submission of your order, and transferred to the production server. The respective preview that you were shown during the format selection stage is always decisive for the printing result, in particular also regarding possible image content loss due to varying aspect ratios between the preview and the printing format. In this, the system automatically carries out a bleed of the image data, and this is done symmetrically on the necessary pages. The system, after you have uploaded the file, automatically suggests all suitable canvas formats independent of the resolution and the aspect ratio. Please note that fuzzy image data and graininess due to artificially created resolution are not recognised by the system and can lead to a poor quality printing outcome (in these cases there are no grounds for complaint).

 

Which designs can I order a canvas in?

You can order your canvas in two different designs. You have the choice between a circa 0.75" wide stretcher frame or a very representative circa 1.5" wide gallery stretcher frame. You can also choose from four different types of border.

  • Scaled border
  • Streched border
  • White border
  • Black border
 

What do I gain from registering for the newsletter?

Do you want to enjoy exclusive advantages with picanova.co.uk Then just sign up in the newsletter box at the bottom right of our homepage or on our customer service page. After successful registration, you will receive our newsletter on a regular basis with exclusive offers, news and helpful expert tips on the subject of photography. You can check out from our website at any time. At the end of each newsletter there is a button that enables to do this - you can click on it to unsubscribe.

 

My delivered image is faulty or damaged - what can I do?

In order to be able to get an idea of the deficiency, it is sufficient to take one or two digital photos of the article being about which you are making a complaint, and to send them along with your order number and a short description of the deficiency by email to info@picanova.co.uk. Please do not return the goods to us. As soon as we receive the photos by email, and have received a response from our production department for this, we inform you of whether and how we can help you further. As the ordered goods are an individualised printed product, revocation is excluded. In case of complaint, however, we of course strive for later improvement.

 

I have not received an order confirmation

After successful placement of an order, you automatically receive an order confirmation which is sent to the e-mail address you provided when ordering. This may go to your spam folder, and therefore please check this folder if you cannot see your order confirmation. If necessary, please also check whether the maximum storage volume of your inbox has been exceeded. If, however, you still cannot find your order confirmation (e.g. because of incorrect spelling of your e-mail address in the ordering process), please contact us.

 

I have not received a bill

Our Shop automatically sends an invoice to the e-mail address you filled in during order process. In case you have not received one, please contact our customer service.