my-picture.co.uk

my-picture.co.uk

Frequently asked questions (FAQ)

Aluminium and acrylic prints

What is the minimum resolution required?

On My-picture.co.uk, it is not possible to order an acrylic print of a bad quality. Your photo will be checked, during the uploading process, and you will then only be shown those formats, that are suitable for the quality of your photo.

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What file formats are suitable for production?

We can accept .JPG, .JPEG, .PNG, .GIF formats of up to 60 MB.

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How do I know if my photo is suitable my desired format?

See second step of the ordering process, “Select format”, where you will find a list of the possible printing formats, based on your image. If you cannot see your desired format, this can happen due to two reasons. Either the resolution of your image file is not sufficient, or the aspect ratio of your image file differs too much from that of the desired format.

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How important is the aspect ratio for the production of my print?

Aspect ratio describes the ratio of the length to the width of an image. The most common aspect ratios are 3:2 and 4:3 formats. These formats, along with many other formats (such as panoramic, Square and Landscape format) are available at my-picture.co.uk. Should the aspect ratio of your photo differ too greatly from the desired print, the desired print size will not be shown, otherwise your image would have to be excessively cropped, to generate the desired print. By changing the format of your image, before your order, you will be able to order the desired format.

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How can I edit my photos?

To edit your photos, use a photo editing software, such as Adobe Photoshop, Corel Paint, PaintShop Pro or IrfanView. My-picture.co.uk’s product designer allows you to convert your images into black and white, under the option “Effects”.

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Can I upload black and white photos?

Yes, you can upload your images in black and white. You can also convert a colour photo, to black and white one, in the product designer, under the option “Effects”

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Will my photos be manually edited, prior to printing?

Please note that your image data will never be manually edited or cropped before going into print. Each customer is engaged to refer to the individual previews for each suggested print size. The final print corresponds exactly to its respective preview that you will see during the format selection. The displayed part of your motif will remain visible on the front of your print. The system then automatically performs a symmetrical crop of the image data. The system proposes all appropriate screen formats after uploading the file, depending on the resolution and aspect ratio. Please note that blurry image data, as well as large pixels, due to artificially increased resolution, will not be recognized and can lead to poor printing results. (This will not be considered a reason for a complaint or a return.)

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How do I upload a photo?

Click on “Upload Photo” on the top right of the navigation bar, where you can upload your photo to our server.

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How can I place my order?

Photo upload - Upload the picture to our server and choose the desired size Choose effect - Choose a Black and White effect for your image. Shopping cart - Review the item. Here you have the possibility to enter your voucher code. Upload more images. Additional products (wall mounts) Contact information - Input your contact information, billing and shipping address. Payment method - Please selected the desired payment method Order overview - Please review the order and confirm it!

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When has my order been accepted?

Your order will be first processed after you have select your payment method at the end of the checkout process, accept our general Terms and Conditions and clicked on “Buy Now” - You will receive an order confirmation email from us. The order now has been placed.

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I have not received an order confirmation

Once you have successfully placed your order, you will receive a confirmation email to the email address you provided during the checkout process. This email might end up in your Spam folder, so please check your spam emails, if you have not received a confirmation email. If necessary, please check if your mailbox storage capacity has not been exceeded. If you still have not found your order confirmation email (perhaps due to spelling the email address incorrectly during the ordering process), please contact the My-picture.co.uk Customer Service team.

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Why are there a limited amount of formats shown to me after uploading?

Once you have uploaded the picture to our server, our system will check which formats are suited for this photo. The resolution and the aspect ratio of your image are crucial, to guarantee you a high quality result. To choose larger format you will need to upload a picture of a larger resolution and/or a different aspect ratio.

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My photos are a higher resolution, but the system did not offer me my desired format

The aspect ratio of the photo file is crucial. There are different aspect ratios such as 4:3, 3:2, 2:1 and 1:1. You can change this either automatically in the settings of your digital camera, or manually in a photo editing program, such as Adobe Photoshop. Printing can only be done in the format that the picture is in; otherwise the image will be distorted. To avoid this our system only offers you the print sizes that are possible using your picture.

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After uploading my photos I get the message ‘invalid file format’

An ‘invalid file format’ can occur for two different reasons:

1. The file you uploaded is not a "JPG" file format. Please check the file format, of your photo and, if needed, convert it with a photo editing program, to one of the accepted file formats.

2. The file name of your photo file contains special characters, such as full stops, commas, spaces and so on. Please rename your file, before uploading it, so that it does not contain any of these characters.

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Can I make multiple copies of my photo?

You can order an unlimited number of photos from us, in different formats. However, to select a different format, of the same image file, select the “Upload a new image” option in the shopping cart.

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How can I order more than one photo at the same time?

When you have finalised the design of your product and have put it in the shopping cart, you can go back to the ordering process with the “Upload a new image” option. You can then, conveniently order several individual products. Please note however, that it is not possible to order photo books and photo calendars, together with other products. The format 20 x 20 cm print is a custom order and only a maximum number of 20 can be ordered per shopping cart.

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Is it still possible to make changes to my order once I place it?

Unfortunately, your order cannot be edited once it has been placed, due to automated production and shipping processes.

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What payment methods are available?

The following methods are available: PayPal,‘Pay via Amazon’ or Credit card. We accept Visa, MasterCard and American Express.

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Payment option: Pay via Amazon

With ‘Pay via Amazon’ you can pay with the payment and shipping information from your Amazon customer account without having to enter the data here again. This makes shopping with us easy, convenient and secure.

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Can I pay cash on location?

Cash payment is not possible due to logistical reasons. Please do not send us any cash or cheques. We cannot accept liability, if they are lost in the transit.

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I have not received an invoice

If you have chosen Credit card or PayPal payment as a payment option, please contact My-picture.co.uk - Customer Service team.

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What is the 3D secure security feature?

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The 3D secure process ensures that the buyer is the credit card holder. When using 3D secure, you benefit from a shift in liabilities for purchases you have completed with Visa or MasterCard. That means, that you will not incur any risks in disputing fraudulent transactions. If you log in, via one of the registration methods, via the 3D secure process, a registration page of your bank will be shown, in which you can enter your credentials. The payment will only be accepted once the correct credentials have been entered, a password that only you and your bank know.

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How is my order packaged?

To ensure, that your goods arrive undamaged, we only use high quality packaging for our products. Our panel products are provided with extra edge protection, to avoid damaging the corners during transport. In addition, many of our products are wrapped in bubble wrap.

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Which courier service will deliver my order?

Our products are shipped with UPS. Oversized formats, such as 120x90cm formats, are delivered by GLS. Shipping to Ireland and Northern Ireland is also done by UPS.

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What are the shipping costs?

Mainland UK: £5,00 for the first item. Every further article is free of shipping costs.
Ireland and Nothern Ireland: Shipping costs for the first article, packaging included £13,90. Every further article is free of shipping costs.

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Shipping information

As soon as your product is ready for shipping, you will receive a shipping notification from shipping@my-picture.co.uk. If you do not receive this notification, after the stated production period, the notification might have ended up in your spam filter. If there is still no notification to be found, you can contact our service team via our Contact form.

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Production and delivery times

Aluminium and acrylic print product production time: 5 business days
Delivery time: 3 to 5 business days
Total delivery time: up to 10 business days
Please be advised that there may be delays in the delivery. Unfortunately, we have no influence over the delivery times. Our products are only produced and shipped once payment is received. Production is carried out if the payment has been received by 7:00 A.M. of the respective business day*. Please note that delays may occur in some cases due to disruptions in production or misprints.
For logistical reasons, collection time by the couriers at our production facilities is always at 5:00 For this reason, the delivery, which the courier is responsible for, may take one day longer. Printing on other materials requires a higher level of precision, and therefore take more time to be produced. This can cause mixed orders (such as a canvas print and a print on acrylic) to be shipped out separately. The canvas prints will be delivered to you first.

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My shipping address is incorrect or has changed. What should I do?

Unfortunately, due the quick order processing times, your address can not be changed, in most cases, once the order has been placed.

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Is express delivery available?

No, unfortunately, there is no way to select a faster shipping method.

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Where do you deliver?

We deliver to Mainland UK, Northern Ireland and Ireland. We do deliver to non-mainland areas, but a surcharge may apply.

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How can I check the status of my delivery?

You can see the current shipping status of your shipment at any time on www.ups.com/gb, https://gls-group.eu/DE/en/ . Paste your tracking number found in your shipping notification into the field called 'Tracking'.
Orders of up to two articles (excluding photo books and calendars) of a maximum format of 40x30cm are automatically shipped without a tracking number.

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Can I pick up my order myself?

No. Please understand that it is not possible to collect your order yourself for logistical reasons.

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What should I do if I'm not at home for the delivery?

If you're not at home, when delivery is made, UPS/GLS will take your package with them and leave a message. The courier will then attempt delivery on the following business day or will leave the package with a neighbour or at a Access Point in your area. If you know in advance that you will not be at home on that day, you can usually phone the courier and agree on a different delivery date. GLS - telephone number: 08448-004-466 ; UPS phone number 03457-877-877

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When can I pick up my package from the package shop?

If the courier left your package to be collected from a package shop, because you weren’t at home, you have up to 9 business days to collect your package. If the package is not collected within the specified time frame, it will be returned to us. In this case redelivery will be done at your expense.

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Can I have my package delivered to an Access Point?

During the 4th step of the checkout process, you will be able to select the option, to deliver your package to a UPS shop. In this case, your package will be delivered to the nearest UPS Access Point, according to your delivery address.

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Who pays any applicable customs fees?

Please note that it is the recipient’s responsibility to pay any of these fees.

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What should I do if my product is damaged?

If your product is damaged, you can claim this to our Customer Service. Please take a picture of the delivered item, including the packaging, so that we can determine whether the damage occurred during shipment or production. Please contact us at info@my-picture.co.uk. Please refrain from returning the damaged items.

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What should I do if the order is not what I ordered?

If the shipment is not what you ordered, firstly check your order details on the invoice. If your order does not correspond to the order details, please get in touch with the My-picture.co.uk Customer Service team.

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What should I do if my product has colour variations?

If the colours of your order varies from your preview, this is likely due to the colour setting of your monitor. Our printers are checked regularly and print your image according to the preview. If your product has extreme colour variances, please get in touch with our Customer Service and send us a photo of your product via email.

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What should I do if the photos are somewhat blurry or out of focus?

If any of your photos are blurry and/or out of focus, this is likely due to the fact that the resolution of your photos was not sufficient. A warning will not be shown during the design process, if this is the case. Unfortunately, we cannot accept complaints due to the quality of your photos. It is, therefore, important to check, when creating the order if your photo’s quality is good enough.

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What should I do if my ordered accessories are damaged?

If your accessories are defective, you can claim this within 14 days. Please inform our Customer Service.

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What should I do if part of my order is missing?

Should the unlikely event occur that the delivery is not complete, please contact our customer service. We of course will immediately take care of your missing products. Please note that products with different packaging formats are shipped separately. Therefore there can be up to 3 deliveries.

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Will I be refunded my money for damaged products?

Please note that our company is based in Germany and we are basically obliged to German law. According to German law, we have the right to repair or replace the custom made goods two times (§ § 433, 437 , 439, 312d clause 4 Nr. 1 BGB ).
If your product is damaged or parts of the shipment are missing, please contact our Customer Service. Of course, we will try to find an acceptable remedy in cases of justified complaints.

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What is the print quality?

An image with maximum sharpness and fine colours is created directly onto polished acrylic by means of UV-direct printing and curing technology. With this, six colour printing technology, even the finest details will show and large colour areas will have rich, deep colours.

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Can I also use my acrylic print outdoors?

The prints can be used outdoors. The prints stay UV and water resistant, for up to three years in outdoor areas. Thanks to the additional lamination, our products can even last for up to 7 years outdoors.

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What is the best way to hang my acrylic print?

You have the option of ordering the suitable wall mount for your images. We provide you with a hanging system, which consists of a self-adhesive suspension plate with eyelets and two self-adhesive rubber spacers. You can place these in the right position on the back of your product. Our hanging system is especially suitable because is it not visible and creates the effect that the acrylic print is floating.

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What digital camera resolution is best suited for an acrylic print?

For a good result, your digital camera resolution should not be less than four megapixels. We can create your photo in a two megapixel resolution in good quality in a smaller format.

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Optimal installation of the metal wall mount

Step 1: To achieve the best adhesive effect, you should first roughen the points where the brackets will be placed with sandpaper. Then clean the surfaces with a lint-free cloth, moistened with isopropyl alcohol or mineral spirit, and allow the surface to dry.
Step 2: Using a pen, mark the measured position markers, for the wall mount. It’s best to make two marks on for each side to make sure the hanging is straight.
Step 3: Remove the backing paper from the wall mount’s adhesive and check the surface again for dirt. Then press the wall mount, evenly and firmly, against it.
Step 4: Lay your image flat, with the back facing up, so that the adhesive can react with the surface, and harden. After 24-48 hours, you can hang your picture.

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Important care instructions for panel products

1. To ensure that you can enjoy your image for years to come, you should not hang up your print over heaters, or in direct sunlight.
2. For larger formats, use at least two nails or screws, which should be mounted symmetrically in the wall. Never hang up your picture with a cord or a wire, on a single screw.
3. Only clean the surfaces with a dry, soft, lint-free cloth (microfiber), and wear fine fabric or vinyl gloves, when handling the prints.
4. Avoid using too much pressure when cleaning the surface.
5. Never use glass cleaning products or alcohol with more than 5%, acetone, benzene or carbon tetrachloride, abrasive detergents or a scouring pad or brush, abrasive cleaners, (degreasing) washout solvents or spray cleaners for glass. The surface could become damaged.

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