my-picture.co.uk

my-picture.co.uk

Frequently asked questions (FAQ)

Canvas

Which digital camera is best suited for a canvas print?

For a good result, your digital camera resolution should not be less than four megapixels.

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What resolution should the picture be in?

The file should have a minimum resolution of 75 DPI. Ordering images with a resolution of less than 75 DPI is not recommended, and we unfortunately cannot guarantee the print quality of such images.

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Which file formats do you accept?

We can work with .JPG, .JPEG, .PNG, .GIF and formats of up to 60 MB.

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

Under Step 2 of the checkout process “Select format” you can find a list of possible print sizes depending on the size of your image. If your desired format isn’t shown, this could be due to one of two reasons: either the resolution of your image file is not sufficient, or the aspect ratio of your image files 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?

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

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What resolution should my photo have?

The resolution of your image determines the maximum size it can be printed in, and still retain high quality. To see the optimal resolutions for the desired prints please follow the link: www.my-picture.co.uk/format/

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How can I edit my photos?

To post-edit your photos, we suggest that you use Adobe Photoshop, Corel Paint, PaintShop Pro or IrfanView. My-picture.co.uk’s product designer offers you the possibility to convert your image into Black and White under the option ‘Effects’.

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Can I upload black and white photos?

Yes, you can upload your image in black and white. You can also convert a colour photo into black and white, using the ‘effects’ option in the product designer.

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Will my photos be edited manually before printing?

The system will suggest all the appropriate canvas formats depending on the photo’s resolution and the aspect ratio. A print file is then immediately generated for the selected format once you have placed your order and is sent into production. The preview you have, during the format selection process will show you your print file, also with regards to any loss of image due to different aspect rations between the picture and print file. 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 big can my photo be?

We accept pictures up to 60 Megabytes in size. If you would like to use larger files, please get in touch with the My-picture.co.uk Customer Service team

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How do I upload a photo?

In navigation, click on "Upload photo" at the top right - you can then upload your photo there onto our server.

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How can I place my order?

Photo upload - Upload the picture to our server. Choose the desired size, border thickness and edge style.
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 (hanging sets)
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 a 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 number of formats displayed 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 possible to make changes once I place my order?

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 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?

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 canvas prints 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. While for smaller products, we use the Royal Mail, as the smaller items tend be lost more frequently by UPS and such. Shipping to Ireland and Northern Ireland is also done by UPS.

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What are the shipping costs?

Mainland UK: Shipping costs for the first article, packaging included £5,00. Every further article is free of shipping costs. Free shipping on orders over £45.00 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

Production and delivery times for Canvas Print

  • Production time: 1 business day
  • Shipping time: 3 to 5 business days
  • Total delivery time: up to 6 business days

Canvas print with floating frame
  • Production time: 3 business days
  • Shipping time: 3 to 5 business days
  • Total delivery time: 6 to 8 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.


Our work processes are designed so that your print is produced and ready to ship within 24 hours. For logistical reasons, collection time by the couriers at our production facilities is always at 5:00 P.M. For example, if you order is made at 17:30, your picture will already be printed and ready to ship after 24 hours, but the courier will only come the next business day at 5:00 P.M. For this reason, the delivery, which the courier is responsible for, may take one day longer. Please keep this in mind, that this only applies to orders for canvas prints. 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 delivery 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 shipping available?

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

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Where do you deliver to?

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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Can I check the status of my shipment?

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 collect my order myself?

No. Please understand, that it is not possible to collect your order at our production facilities due to logistical reasons.

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What should I do if I’m not 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 do I pick up my package from the parcel 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 will pay any necessary 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 item 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 my shipment 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 variation?

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 my photos are 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 the accessories I ordered 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 the damaged goods?

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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Which designs can I order for a canvas?

You can order your canvas in two different thicknesses. You have the choice between an approx. 2 cm thick frame, and an approx. 4 cm thick frame.

Are the images printed with or without a border?

You can also select from five different edge designs:
It’s also possible to order the print with an easel back:
Five different floating frame designs are also possible – black, brown, white, gold and silver:

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What material is my canvas print made of?

Our canvas fabric is made out of a high-quality and special designed polyester fabric and have an HP certified coating. They are therefore ideal for latex printing. We use high-quality spruce wood for the frame.

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Contrast and detail

Please note that the application of paint on the canvas prints is higher than i.e. on photo paper. This means that through the structure of the canvas more colour has to be applied to guarantee reasonable ink coverage. Inevitably some details, especially in dark areas, will be lost. Also the application of paint is additionally higher to ensure a much better brilliance of colours.

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What is the print quality like?

Your photo is printed on high quality artistic canvas with special HP latex ink, which are guaranteed colourfast for 75 years. This leads to brilliant colours and allows you to play with the finest details, when appropriate.

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Are the canvas prints moisture-resistant?

Please note, that all our canvas prints are printed exclusively with solvent-free paints, for ecological and health reasons, and are thus sensitive to moisture. Therefore never wipe the canvases with a wet cloth and ensure that the prints are not hung up in rooms with a high humidity (such as bathrooms).

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How is the canvas attached to the frame?

The canvas is stretched over the frame and attached on the back. We will pull canvas over the edges, so the picture can be hung even without a frame.

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What should I do with an exceptionally large photo format?

If you picture does not fit to any of our standard formats, we will gladly create a special format for you. You can find a request form under “special formats” in the ‘formats and prices” section. Also, during the order process you will have the option of producing a special format if the photo format does not fit with any standard format. You can then auto-crop the photo to a suitable aspect ratio.

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What happens if I create a special format as a standard format?

Unfortunately, we do not offer special formats to non-Commercial customers If you are a commercial customer and wish to receive a non-binding offer, please send your inquiry to b2b@my-picture.co.uk.

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