For best results, your digital camera resolution should not be less than four megapixels.
To the topWe don’t recommend using images with a resolution below 75 DPI.
To the topWe can work with .JPG, .JPEG, .PNG, .GIF or .WEBP up to a file size of 60 MB.
To the top
After you upload your photo, you’ll be offered only the print formats for which your image is suitable.
If your desired format isn’t shown, this could be for one of two reasons: either the resolution of your image file is not high enough, or the aspect ratio of your image file differs too much from that of your desired format.
An aspect ratio is the length-to-width ratio of an image. If the aspect ratio of a print format differs too greatly from that of your uploaded image, that print format will not be offered. Therefore, if you don’t see a particular format you want after uploading your image file, you may need to choose a different image with an aspect ratio that’s more suitable.
To the topIf you want to edit your image file before uploading, we recommend Adobe Photoshop, Corel Painter, PaintShop Pro or IrfanView. After uploading, some minor edits are possible on our Choose Format page: slight cropping, a zoom function and a black-and-white effect.
To the topYes, you can upload your image in black and white. You can also convert a colour photo into black and white, using the “Choose Effect” option on the product design page.
To the topNo, we cannot edit or crop your image before printing. When you upload your photo, the system offers you all the print formats that are appropriate for your photo’s resolution and aspect ratio. Once you have placed your order, a print file is immediately generated for the selected format and this is sent to production.
To the topWe accept images up to 60 megabytes in size. If you would like to use larger files, please get in touch with our Customer Service team.
To the topSimply click on "Upload Photos" at the top right-hand side of our home page, or on any product page. You’ll then be prompted to browse for your image file.
To the top
Step 1: Upload Photo
Click on "Upload Photos" at the top right-hand corner of any product page, or the home page. You’ll then be prompted to browse for your image file.
Step 2: Choose Format
On this page you’ll be presented with a list of specification choices for the size and design of your final item. The choices you make will be reflected in the preview image. When you’ve made all the choices for your first product, click “Continue & Upload Another Photo” if you’d like to add another, different product to your order.
When you’re ready to complete your order, click “Continue to Shopping Cart”.
Step 3: Shopping Cart
Review the products in your cart. When you’re satisfied everything is correct, click “Secure Checkout”.
Fill in the necessary fields in the Billing and Delivery Address page and then the Your Method of Payment page. No payment will be taken until you’ve reviewed your order on the final page.
On the Order Review page, check your order is all correct. Then just agree to our Terms and Conditions and click “Buy Now”. Your print will go into manufacture immediately!
Once you have clicked "Buy Now" and your payment details have been accepted, you’ll receive an order confirmation e-mail.
To the topOnce you’ve successfully placed your order, you should receive a confirmation email at the email address you provided during the checkout process. If you can’t see this in your inbox, please check your spam folder. If you still can’t find your confirmation, please contact our Customer Service team.
To the topOur system analyses your uploaded picture and offers you only the formats suitable for a high-quality print. The resolution and the aspect ratio of your image are both vital factors in guaranteeing a good result. If your desired format is not offered, we recommend uploading a picture with a higher resolution and/or different aspect ratio.
To the topThis could be due to the aspect ratio (i.e. length-to-width ratio) of your image. If the aspect ratio of a print format differs too greatly from that of your uploaded image, that print format will not be offered.
To the top
An “invalid file format” message can have two possible causes:
1. The image you uploaded is not in an acceptable file format. The formats we can use are .JPG, .JPEG, .PNG, .GIF or .WEBP. Please check the file format of your photo and, if necessary, convert it to one of these formats using a photo editing program.
2. The filename of your uploaded image contains special characters, such as full stops, commas, spaces and so on. Please rename your file to remove these characters, then upload it again.
Yes! If you want multiple copies of your image in the same format, simply increase the quantity of your item in the Choose Format page or in the Shopping Cart.
If you would rather add a different format of the same image to your order, click “Continue & Upload Another Photo” in the Configurator or “+ Upload another image” in the Shopping Cart, then upload your image again and go through the configuration process one more time.
Once your order has been placed we are unable to make any changes to your product specifications. This is due to our automated production processes.
However, we may be able to make changes to the delivery information you provided (e.g. name, address, phone number). Please contact our Customer Service team to discuss this.
Once your order has shipped we are unable to make changes to your delivery information, so we would ask you to contact UPS directly (details here).
The following methods are available: PayPal or credit card. We accept Visa, MasterCard and American Express cards.
Unfortunately, cash payments are not possible for logistical reasons. Please do not send us any cash or cheques. We cannot accept liability if they are lost in transit.
To the top
After you place your order, a confirmation e-mail is automatically sent to the address you provided when ordering. You can download your invoice as a PDF by clicking “Invoice” in this e-mail.
If you can’t find the confirmation e-mail in your inbox, please check your spam folder.
If you still can’t find the e-mail, please contact our Customer Service team.
The 3-D Secure process is designed to ensure that the buyer is the legitimate credit card holder. This should be a feature for any purchases you make with Visa or MasterCard. After you click through to complete payment, a registration page from your bank will be shown, where you’ll need to enter your payment details. The payment will only be accepted once the correct details have been entered, providing you with an extra layer of security.
To the topWe use only high-quality packaging to ensure that your goods arrive safely. Our canvas prints are shrink-wrapped in foil and packed manually to avoid damage in transit.
To the topMost of our products are shipped with UPS. For smaller packages (orders of only 1 or 2 articles in formats no larger than 40 x 30cm) we use Royal Mail.
To the top
Shipping to mainland UK or Ireland costs £6.00. For mainland orders over £49.00, shipping is FREE.
Shipping to addresses off the mainland costs £13.90.
As soon as your product is ready for shipping, you should receive a shipping notification e-mail at the address you provided when ordering. If you haven’t received this notification after the stated production period, please check your spam folder.
If you still find no email, please contact our Customer Service team.
Our production and delivery times can be found here.
Our products enter production only once payment has been received. Production begins on any business day if payment has been received by 7am. Canvas prints (without Premium Frame) will then be produced within the next 24 hours and will be ready to ship by the following morning. (Please note that in some cases delays may occur.)
Products with different packaging requirements are shipped separately, so your order could arrive in as many as 3 separate deliveries.
Delays in delivery are possible. Unfortunately, we have no influence over the delivery time once your order has been picked up by the courier.
Please contact our Customer Service team with the correct delivery address.
Please note however that changes to delivery details are not always possible once an order has been placed.
Once your order has shipped we are unable to make changes to your delivery information, so we would ask you to contact UPS directly (details here).
No, unfortunately there’s no way to select a faster shipping method.
To the topWe deliver to mainland UK and Ireland. We also deliver to non-mainland addresses across the British and Irish Isles, but higher shipping costs apply.
To the topYou can check the status of your order on our website here.
To the topNo. Please be advised that for logistical reasons it’s not possible to collect your order from our production facilities.
To the top
If you're not at home when courier delivery is attempted, UPS will keep hold of your package and leave a message. The courier will then attempt delivery on the following working day or will leave the package with a neighbour or at an Access Point in your area. If you know in advance that you won’t be at home on that day, you can usually phone the courier and agree on a different delivery date.
UPS phone number (UK): +44 3457 877 877
UPS phone number (Ireland): +353 1 5245446
If the courier has left your package at a collection point because you weren’t at home when delivery was attempted, you have up to 7 business days to collect. If the package is not collected within the specified time limit, it will be returned to us. In such cases, redelivery will be at your expense.
To the top
If your product is damaged on arrival, please take a few photos of the delivered item (including packaging) with the damage visible and send them to our Customer Service team along with your order details.
Please do not return any damaged items.
If your shipment is not what you expected, please check the order details included with your invoice. If the items delivered do not correspond to the product details in your invoice, please get in touch with our Customer Service team.
To the topIf the colours of your finished product vary from those originally shown on the preview screen, this is likely due to the colour settings on your monitor. If your product shows extreme colour variance, please send a photo of your product to our Customer Service team via email, along with your order details.
To the topIf any of your prints are blurry and/or out of focus, this is most likely because the resolution of your uploaded photos was not high enough. As we’re unable to give customers a warning during the product design process that their image resolution is not high enough, it’s important to check the quality of your photo prior to creating your order. Unfortunately, if defects are caused by quality issues in your uploaded images we cannot accept any complaints about your order.
To the top
Please note that products with different packaging requirements are shipped separately, so your order could arrive in as many as 3 separate deliveries.
In the unlikely event that all your deliveries have arrived, but part of your order is still missing, please contact our Customer Service team.
Please note that our company is based in Germany and we are governed by German laws relating to custom-made goods. This means that we have the right to repair or replace defective products twice before offering a refund (see: §§ 433, 437, 439, 312d clause 4 Nr. 1 BGB).
If your product is damaged or part of your order is missing, please contact our Customer Service team, so they can find an acceptable solution in the case of a justified complaint.
Unfortunately, because all our orders are for individually designed products, refunds cannot be given upon cancellation. Our products are made according to your unique specifications and cannot be sold to anyone else. Please note that our company is based in Germany and we are governed by German laws, which state that the right of withdrawal does not apply in the case of custom-made goods (see: §312d clause 4 Nr. 1 BGB).
To the topWe appreciate any feedback that helps us to improve. If you have a complaint, our customer service will be happy to find a satisfactory solution for you. For general complaints about your order, please use our email address and provide us with your order number and a detailed description of the issue. For product complaints, please include a photo of the product which clearly shows its deficiencies.
If you are still unsatisfied after processing your request, you can send us a further complaint. With this step we would like to use your criticism to improve our service. Please use the contact option on this page: my-picture.co.uk/complaint
To the top
You can choose from five different edge designs: Folded, Stretched, Mirrored, Black and White.
All our stretcher frames are available in our standard thickness option (2cm), while the frames for some formats are also available in XXL thickness (4cm).
For certain formats, additional outer Premium Frames are available. You can choose from the following colour options: Black Matte, White, Vintage Silver, Walnut Flair or Oak Vintage Flair.
More details can be found on the Canvas Prints product page.
Our canvas prints are made from a high-quality, specially designed polyester fabric which comes with an HP-certified coating, making it ideal for latex printing. We use high-quality pine for the frame.
To the topYour photo is printed on high-quality art canvas with special HP Latex Inks that are guaranteed colourfast for 75 years. HP Latex Inks deliver brilliant colours and bring out the very finest detail in your photo image.
To the topFor ecological and safety reasons, our canvas prints are printed exclusively with solvent-free inks. This does mean that they can be sensitive to moisture. With this in mind, please avoid hanging your prints in rooms with high humidity levels such as bathrooms. Please also ensure that cloths used to wipe your prints are no more than slightly damp.
To the topYes, your print will arrive with the canvas stretched on the frame and attached securely at the back, completely ready to hang.
To the topOur system automatically offers you the formats which most closely fit the aspect ratio of your image. If your image does not precisely match any format, it will be cropped to the closest suitable aspect ratio. After uploading your image, please check the preview window on the Choose Format page for an illustration of how your print will look.
To the topUnfortunately, we do not offer special formats to non-commercial customers. However, if you are a commercial customer and wish to receive a non-binding offer, please send your inquiry to b2b@my-picture.co.uk.
To the topWe don’t recommend using images with a resolution below 75 DPI.
To the topWe can accept .JPG, .JPEG, .PNG, .GIF or .WEBP files, with a maximum size of 60 MB.
To the top
After you upload your photo, you’ll be offered only the print formats for which your image is suitable.
If your desired format isn’t shown, this could be for one of two reasons: either the resolution of your image file is not high enough, or the aspect ratio of your image file differs too much from that of your desired format.
An aspect ratio is the length-to-width ratio of an image. If the aspect ratio of a print format differs too greatly from that of your uploaded image, that print format will not be offered. Therefore, if you don’t see a particular format you want after uploading your image file, you may need to choose a different image with an aspect ratio that’s more suitable.
To the topIf you want to edit your image file before uploading, we recommend Adobe Photoshop, Corel Painter, PaintShop Pro or IrfanView. After uploading, some minor edits are possible on our Choose Format page: slight cropping, a zoom function and a black-and-white effect.
To the topYes, you can upload your image in black and white. You can also convert a colour photo into black and white using the “Choose Effect” option on the product design page.
To the topNo, we cannot edit or crop your image before printing. When you upload your photo, the system offers you all the print formats that are appropriate for your photo’s resolution and aspect ratio. Once you have placed your order, a print file is immediately generated for the selected format and this is sent to production.
To the topSimply click on "Upload Photos" at the top right-hand side of our home page, or on any product page. You’ll then be prompted to browse for your image file.
To the top
Step 1: Upload Photo
Click on "Upload Photos" at the top right-hand corner of any product page, or the home page. You’ll then be prompted to browse for your image file.
Step 2: Choose Format
On this page you’ll be presented with a list of specification choices for the size and design of your final item. The choices you make will be reflected in the preview image.
When you’ve made all the choices for your first product, click “Continue & Upload Another Photo” if you’d like to add another, different product to your order.
When you’re ready to complete your order, click “Continue to Shopping Cart”.
Step 3: Shopping Cart
Review the products in your cart. When you’re satisfied everything is correct, click “Secure Checkout”.
Fill in the necessary fields in the Billing and Delivery Address page and then the Your Method of Payment page. No payment will be taken until you’ve reviewed your order on the final page.
On the Order Review page, check your order is all correct. Then just agree to our Terms and Conditions and click “Buy Now”. Your print will go into manufacture immediately!
Once you have clicked "Buy Now" and your payment details have been accepted, you’ll receive an order confirmation e-mail.
To the topOnce you’ve successfully placed your order, you should receive a confirmation email at the email address you provided during the checkout process. If you can’t see this in your inbox, please check your spam folder. If you still can’t find your confirmation, please contact our Customer Service team.
To the topOur system analyses your uploaded picture and offers you only the formats suitable for a high-quality print. The resolution and the aspect ratio of your image are both vital factors in guaranteeing a good result. If your desired format is not offered, we recommend uploading a picture with a higher resolution and/or different aspect ratio.
To the topThis could be due to the aspect ratio (i.e. length-to-width ratio) of your image. If the aspect ratio of a print format differs too greatly from that of your uploaded image, that print format will not be offered.
To the top
An “invalid file format” message can have two possible causes:
1. The image you uploaded is not in an acceptable file format. The formats we can use are .JPG, .JPEG, .PNG, .GIF or .WEBP. Please check the file format of your photo and, if necessary, convert it to one of these formats using a photo editing program.
2. The filename of your uploaded image contains special characters, such as full stops, commas, spaces and so on. Please rename your file to remove these characters, then upload it again.
Yes! If you want multiple copies of your image in the same format, simply increase the quantity of your item in the Choose Format page or in the Shopping Cart.
If you would rather add a different format of the same image to your order, click “Continue & Upload Another Photo” in the Configurator or “+ Upload another image” in the Shopping Cart, then upload your image again and go through the configuration process one more time.
Once your order has been placed we are unable to make any changes to your product specifications. This is due to our automated production processes.
However, we may be able to make changes to the delivery information you provided (e.g. name, address, phone number). Please contact our Customer Service team to discuss this.
Once your order has shipped we are unable to make changes to your delivery information, so we would ask you to contact UPS directly (details here).
The following methods are available: PayPal, Amazon Pay or credit card. We accept Visa, MasterCard and American Express cards.
To the topYes! With Amazon Pay you can make your purchase using the payment and shipping information from your Amazon customer account, without having to enter the data again. This makes shopping with us easy, convenient and secure.
To the topUnfortunately, cash payments are not possible. Please do not send us any cash or cheques. We cannot accept liability if they are lost in transit.
To the top
After you place your order, a confirmation e-mail is automatically sent to the address you provided when ordering. You can download your invoice as a PDF by clicking “Invoice” in this e-mail.
If you can’t find the confirmation e-mail in your inbox, please check your spam folder.
If you still can’t find the e-mail, please contact our Customer Service team.
The 3-D Secure process is designed to ensure that the buyer is the legitimate credit card holder. This should be a feature for any purchases you make with Visa or MasterCard. After you click through to complete payment, a registration page from your bank will be shown, where you’ll need to enter your payment details. The payment will only be accepted once the correct details have been entered, providing you with an extra layer of security.
To the topWe use only high-quality packaging to ensure that your goods arrive safely. Our canvas prints are shrink-wrapped in foil and packed manually to avoid damage in transit.
To the topMost of our products are shipped with UPS. For smaller packages (orders of only 1 or 2 articles in formats no larger than 40 x 30cm) we use Royal Mail or An Post – these orders are delivered without tracking.
To the top
Shipping to mainland UK or Ireland costs £5.00. For mainland orders over £49.00, shipping is FREE.
Shipping to addresses off the mainland costs £13.90.
For orders combining a Wall Decoration item with an item from the Photo Gifts, Home & Lifestyle or Photo Books categories, a surcharge of £3.00 will be applied.
As soon as your product is ready for shipping, you should receive a shipping notification e-mail at the address you provided when ordering. If you haven’t received this notification after the stated production period, please check your spam folder.
If you still find no email, please contact our Customer Service team.
Our production and delivery times can be found here.
Our products enter production only once payment has been received. Production begins on any business day if payment has been received by 7am.
Products with different packaging requirements are shipped separately, so your order could arrive in as many as 3 separate deliveries.
Delays in delivery are possible. Unfortunately, we have no influence over the delivery time once your order has been picked up by the courier.
Please contact our Customer Service team with the correct delivery address.
Please note however that changes to delivery details are not always possible once an order has been placed.
Once your order has shipped we are unable to make changes to your delivery information, so we would ask you to contact UPS directly (details here).
No, unfortunately, there is no way to select a faster shipping method.
To the topWe deliver to mainland UK and Ireland. We also deliver to non-mainland addresses across the British and Irish Isles, but higher shipping costs apply.
To the top
Provided that your order is shipped with UPS, you can see the current shipping status of your order here (for the UK) or here (for Ireland). Enter the tracking number found in your shipping notification email into the tracking field.
However, please note that orders of only 1 or 2 articles in formats no larger than 40 x 30cm will be delivered by local services without tracking.
You can also check the status of your order on our website here.
No, for logistical reasons it’s not possible to collect your order from our production facilities.
To the top
If you're not at home when courier delivery is attempted, UPS will keep hold of your package and leave a message. The courier will then attempt delivery on the following working day or will leave the package with a neighbour or at an Access Point in your area. If you know in advance that you won’t be at home on that day, you can usually phone the courier and agree on a different delivery date.
UPS phone number (UK): +44 3457 877 877
UPS phone number (Ireland): +353 1 5245446
If the courier has left your package at a collection point because you weren’t at home when delivery was attempted, you have up to 7 business days to collect. If the package is not collected within the specified time limit, it will be returned to us. In such cases, redelivery will be at your expense.
To the top
If your product is damaged on arrival, please take a few photos of the delivered item (including packaging) with the damage visible and send them to our Customer Service team along with your order details.
Please do not return any damaged items.
If your shipment is not what you expected, please check the order details included with your invoice. If the items delivered do not correspond to the product details in your invoice, please get in touch with our Customer Service team.
To the topIf the colours of your finished product vary from those originally shown on the preview screen, this is likely due to the colour settings on your monitor. If your product shows extreme colour variance, please send a photo of your product to our Customer Service team via email, along with your order details.
To the topIf any of your prints are blurry and/or out of focus, this is most likely because the resolution of your uploaded photos was not high enough. As we’re unable to give customers a warning during the product design process that their image resolution is not high enough, it’s important to check the quality of your photo prior to creating your order. Unfortunately, if defects are caused by quality issues in your uploaded images we cannot accept any complaints about your order.
To the top
Please note that products with different packaging requirements are shipped separately, so your order could arrive in as many as 3 separate deliveries.
In the unlikely event that all your deliveries have arrived, but part of your order is still missing, please contact our Customer Service team.
Please note that our company is based in Germany and we are governed by German laws relating to custom-made goods. This means that we have the right to repair or replace defective products twice before offering a refund (see: §§ 433, 437, 439, 312d clause 4 Nr. 1 BGB).
If your product is damaged or part of your order is missing, please contact our Customer Service team, so they can find an acceptable solution in the case of a justified complaint.
Your photo is printed on high-quality art canvas with special HP Latex Inks that are guaranteed colourfast for 75 years. HP Latex Inks deliver brilliant colours and bring out the very finest detail in your photo image.
To the top
For acrylic, aluminium, photo board and acrylic + alu prints, we recommend using one of two hanging solutions: either the hanger plate (for small to medium prints) or the aluminium backframe (for medium to large prints).
Both are available to order from our shop for a modest price. Simply add either to your order when you’re taken to the Choose Format page after uploading your photo.
Full usage instructions can be found here.
For best results, your digital camera resolution should not be less than four megapixels.
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The hanger plate is available for acrylic, aluminium, photo board and acrylic + alu prints.
Full instructions for how to attach the plate to your print can be found here.
To keep your acrylic, aluminium, photo board or acrylic + alu print in great condition, please follow these care tips.
1. Do not hang the print directly over a heater or in direct sunlight.
2. Clean your print with a dry, soft, lint-free (e.g. microfibre) cloth, preferably while wearing soft fabric or vinyl gloves.
3. Be gentle with your print when cleaning it. Do not use excessive force.
4. Never use the following materials on your print: cleaning products containing more than 5% alcohol, acetone, benzene or carbon tetrachloride; abrasive cloths or brushes; abrasive detergents, degreasing agents or spray cleaners. Cleaning your print with any of these materials will tarnish it.
You can redeem your voucher when you’ve reached the Shopping Cart. Simply copy and paste your redemption code into the field provided and click “Apply".
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Please check that you have entered the redemption code correctly. We strongly recommend using copy + paste rather than typing in your code manually.
Please also check the following: that your voucher is valid for the exact product, quantity and format in your shopping cart; that any expiry date has not been passed; and that your voucher allows delivery to the region selected. This information will be available on your voucher.
If all the details are correct but your voucher still does not work, please contact our Customer Service team.
We regret that once an order has been placed it’s not possible to claim any voucher discount.
To the topIf you use only part of the value of your voucher, the residual value will expire automatically, so before you complete your order please check that you’re using the full value.
To the topWe regret that it’s not possible to combine multiple vouchers. Only one voucher code may be redeemed per order.
To the top