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Frequently Asked Questions

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Canvas

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What pixel count should my camera have for optimal print quality?

For best results, your digital camera resolution should not be less than four megapixels.

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What resolution is needed for the image file that I upload?

We don’t recommend using images with a resolution below 75 DPI.

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Which image file formats do you accept?

We can work with .JPG, .JPEG, .PNG, .GIF or .WEBP up to a file size of 60 MB.

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

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.

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Is the aspect ratio of my image important?

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.

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How can I edit my photos?

If 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.

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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 “Choose Effect” option on the product design page.

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Will my photos be edited manually before printing?

No, 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.

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What is the largest image file you can accept?

We 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.

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How do I upload a photo?

Simply 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.

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How do I place my order?

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!

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How will I know that my order has been accepted?

Once you have clicked "Buy Now" and your payment details have been accepted, you’ll receive an order confirmation e-mail.

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I haven’t received a confirmation

Once 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 top arrow-up

Why am I offered a limited number of formats after uploading?

Our 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 top arrow-up

I uploaded photos at a higher resolution, but the system still didn’t offer me my desired format

This 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 arrow-up

After uploading my photo I get the message “invalid file format”

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.

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Can I make multiple copies of my photo?

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.

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Is it possible to make changes after I have placed my order?

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).

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What payment methods are available?

The following methods are available: PayPal or credit card. We accept Visa, MasterCard and American Express cards.


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Can I pay with cash on location?

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.

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I haven’t received an invoice

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.

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What is the 3-D Secure security feature?

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.

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How is my order packaged?

We 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.

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Which postal service will deliver my order?

Most 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.

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What are the shipping costs?

Shipping to mainland UK or Ireland costs £5.00. For mainland orders over £45.00, shipping is FREE.

Shipping to addresses off the mainland costs £13.90.

For mixed 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.

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Shipping notification

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.

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Production and delivery times

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.

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The delivery address I gave is incorrect or has changed. What should I do?

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).

To the top arrow-up

Is express shipping available?

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

To the top arrow-up

Where do you deliver?

We deliver to mainland UK and Ireland. We also deliver to non-mainland addresses across the British and Irish Isles, but higher shipping costs apply.

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Can I check the status of my shipment?

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.

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Can I collect my order myself?

No. Please be advised that for logistical reasons it’s not possible to collect your order from our production facilities.

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

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

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How long do I have to pick up my package from the Access Point?

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.

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What should I do if my item is damaged?

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.

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What should I do if my delivered items are not what I ordered?

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 top arrow-up

What should I do if my product shows colour variance?

If 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 top arrow-up

What should I do if my photo prints are blurry or out of focus?

If 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 arrow-up

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

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.

To the top arrow-up

Will I be refunded in the case of damaged goods?

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.

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Can I cancel my order?

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).

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How can I complain constructively about you?

We 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

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Which design options are available for a canvas print?

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.

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What material is my canvas print made of?

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 spruce wood for the frame.

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What is the print quality?

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.

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Are the canvas prints moisture-resistant?

For 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.

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Will the canvas arrive already attached to the frame?

Yes, your print will arrive with the canvas stretched on the frame and attached securely at the back, completely ready to hang.

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What if my image’s aspect ratio doesn’t match any of the formats offered?

Our 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.

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Do you offer special individualized formats?

Unfortunately, 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 [email protected].

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Can't find what you're looking for?

Other Wall Decoration

Can't find what you're looking for?

What resolution is needed for the image file that I upload?

We don’t recommend using images with a resolution below 75 DPI.

To the top arrow-up

Which image file formats do you accept?

We can accept .JPG, .JPEG, .PNG, .GIF or .WEBP files, with a maximum size of 60 MB.

To the top arrow-up

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

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.

To the top arrow-up

Is the aspect ratio of my image important?

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 top arrow-up

How can I edit my photos?

If 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 top arrow-up

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 “Choose Effect” option on the product design page.

To the top arrow-up

Will my image be edited manually before printing?

No, 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 top arrow-up

How do I upload a photo?

Simply 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 arrow-up

How do I place my order?

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!

To the top arrow-up

How will I know that my order has been accepted?

Once you have clicked "Buy Now" and your payment details have been accepted, you’ll receive an order confirmation e-mail.

To the top arrow-up

I have not received an order confirmation

Once 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 top arrow-up

Why am I offered a limited number of formats after uploading?

Our 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 top arrow-up

I uploaded photos at a higher resolution, but the system still didn’t offer me my desired format

This 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 arrow-up

After uploading my photo I get the message “invalid file format”

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.

To the top arrow-up

Can I make multiple copies of my photo?

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.

To the top arrow-up

Is it possible to make changes after I’ve placed my order?

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).

To the top arrow-up

What payment methods are available?

The following methods are available: PayPal, Amazon Pay or credit card. We accept Visa, MasterCard and American Express cards.

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Can I use Amazon Pay?

Yes! 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.

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Can I pay cash on location?

Unfortunately, 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 arrow-up

I have not received an invoice

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.

To the top arrow-up

What is the 3-D Secure security feature?

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 top arrow-up

How is my order packaged?

We 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 top arrow-up

Which courier service will deliver my order?

Most 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 arrow-up

What are the shipping costs?

Shipping to mainland UK or Ireland costs £5.00. For mainland orders over £45.00, 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.

To the top arrow-up

Shipping notification

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.

To the top arrow-up

Production and delivery times

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.

To the top arrow-up

The delivery address I gave is incorrect or has changed. What should I do?

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).

To the top arrow-up

Is express delivery available?

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

To the top arrow-up

Where do you deliver?

We 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 arrow-up

How can I check the status of my delivery?

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.

To the top arrow-up

Can I pick up my order myself?

No, for logistical reasons it’s not possible to collect your order from our production facilities.

To the top arrow-up

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

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

To the top arrow-up

How long do I have to pick up my package from the Access Point?

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 arrow-up

What should I do if my product is damaged?

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.

To the top arrow-up

What should I do if my delivered items are not what I ordered?

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 top arrow-up

What should I do if my product shows colour variance?

If 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 top arrow-up

What should I do if my prints are blurry or out of focus?

If 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 arrow-up

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

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.

To the top arrow-up

Will I be refunded in the case of damaged goods?

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.

To the top arrow-up

What is the print quality?

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 arrow-up

What is the best way to hang my print?

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.

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What pixel count should my camera have for optimal print quality?

For best results, your digital camera resolution should not be less than four megapixels.

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How do I attach the hanger plate to my print?

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.

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Important care instructions for wall decoration products

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.

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Can't find what you're looking for?

Photo books and photo calendars

Can't find what you're looking for?

Why do I need the My-picture-software?

With the My-picture software, you can create your personal photo album, easily and quickly from your digital photos. You can easily download the software, from our website, and install it on your computer, free of charge.

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Can there be security problems, if I download My-picture-software?

The software download is completely secure; the software is virus free, and will not install any other unwanted programs on your computer.

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Does the My-picture-software cost anything?

No. The software is completely free of charge.

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What operating system does the My-picture-software run on?

The software can easily be used with the following operating systems: Windows 2000; Windows XP; Windows Vista; Windows 7; Windows 8; MAC OS X.

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How do I install the My-picture software?

The installation is easy and straightforward. Click on the download link, on the page my-picture.co.uk/photo-book/. After the download, you can begin installation by double clicking “start”. You will then be taken through the installation process.

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I can’t install the My-picture software

Make sure, that you have enough free space on your hard drive, and the necessary administrator rights for installation. If you still encounter problems with installing the software, please get in touch with us.

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I can’t find the My-picture software after downloading it

The downloaded software is saved in the download folder that you specify when downloading the software. Downloaded files, unless otherwise specified, are stored either in the “Downloads” folder or on the desktop. In case you don’t find the My-picture software, you can use the search function in the operating system for Windows and enter the term my-picture_setup.exe.

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How can I update the software?

With an active internet connection, the newest update is automatically offered to be installed, after opening the program. You can then download it. There is no need to do a complete reinstallation after an update, the old version gets updated.

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The software update isn’t working

In order to update the software, you must have an existing internet connection. If the upgrade still doesn’t work, this can be due to several reasons; often it is due to an active firewall.

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Firewall

A firewall can possibly prevent the update. To work around this, you can temporarily disable your firewall to perform the update. If this is not successful, don’t hesitate to get in touch with us.

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Which file formats can be used?

The software can integrate .JPG files via the photo selection. This is the file format of your digital camera. .BMP and .PNG file formats can also be used.

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What resolution do I need for my photos?

It is difficult to say, in general, as it is printed with a resolution of 300 DPI, but it dependent on the quality of your photos. Your digital photos are suitable 90% of the time, but images from the internet are definitely not. The software makes it easy for you to identify the photos that are not sufficient, a warning is displayed.
1. Quality is not sufficient
2. The quality is in too low of a resolution.

Often it helps, to choose a different format.

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How do I create a photo book?

It is very easy to create a photo book. It’s best to sort your photos beforehand, so that you already have your selection ready.

1. Open the software and click on 'New album'
2. Choose the product
3. Choose the format
4. Now choose whether you want to use the wizard (recommended)
5. Choose your images. To do this, click the icon
6. Add pictures from your computer, or your Facebook / Flickr account
7. Now, just choose the desired page number and choose a background
8. No matter what you selected: you can now design your photo book individually according to your wishes
9. Click on Order at the end - finished!

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I am not finished with my photo book, can I save it?

Don't worry, your photo book is saved automatically. You can safely close the software and the next time you open it, choose the top menu item "Open" and all of your created albums will appear there. Open the desired album and change it at will.

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I would like to change the format of my photo book. Is that possible?

Yes, that is possible, choose "change product” in the album, in the top toolbar, and select your new format.

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I can’t edit my album anymore. Why?

Once your photo book is ordered, no changes may be made. The product number corresponds to the order number, and may be used only once. To edit the photo book or possibly order it again, click on “open existing album” from the start menu, and select the project. You can then “duplicate” the book, give it a new name and order it again.

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Error message: text outside of the visible area. What should I do?

This error message appears, when a text is moved outside of the page. It is also possible, that the text is not outside of the page, but the error message still appears. In this case, the text box is simply larger than the text and is partly outside of the visible area.

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I can’t delete any page anymore, why?

This can be due to two reasons: Either you are under the minimum page number of 24 pages, and it is thus not possible to delete another page. Or you have selected the cover (the first or last page) to be deleted. These special pages cannot be deleted. To reduce the number of pages, select a normal content page.

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How can I make the background of my photo book?

You have 3 options:
1. Standard colours. You can change the background colours during the creation of the book in the right hand menu in the "Background" tab.
2. Your own image. Use one of your own images on the page to be the background. A menu will open by right-clicking. To place the image in the background, please choose: customize - fit to page. To use the background on a double page, choose: adjust - adjust to double page
3. Templates as a background. To use a template as a background, please select “wallpapers” from the lower part of the field. Select a picture, hold onto it with the left mouse button and drag the mouse pointer to the desired page. Just let go of it and the picture will appear in the background.

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I want my photo calendar to begin in the middle of the year, is that possible?

If you want so that your photo calendar begins in the middle of the year, you can indicate this prior to creating it. In the configuration simply choose which month your calendar should begin with.

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My photo book is finished, what now?

Click on the button with the shopping cart. Your album will be checked and any errors will be displayed to you. If you have empty pages or text and image boxes, they will be shown to you. If the quality of the images is not sufficient, there will be a message at this point. You can look at the pages and fix the error. Or click "OK" and continue the order. If you want to order this book, click on "order now" and if you want to order another book, add it to your shopping cart.
1. Sign in with your login data, or create a new account.
2. You can choose the number of the books in the order details.
3. Enter your delivery details and then select the appropriate shipping method.
4. Please choose a payment method and check your information.
5 In this step, you can enter your voucher code. After completing your order, you will be redirected to upload (this can take a few seconds). Please select the type of upload. After a completed upload you will receive a confirmation.

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How will I know if the upload was successful?

Once the upload has been successfully entered on our servers, you will receive another email confirming the completed upload.

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Can I change my order afterwards?

As soon as your data arrives and the order has been paid for, your order is automatically sent to the production. No corrections can be made.

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I want to order several photo books, how do I do that?

If you would like to order several different books, then place the completed album in your shopping cart. You can then complete your order from there. If you would like to order multiple copies of the same book, you can change the number of copies during the ordering process.

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I would like to order a canvas print and a photo book together, is that possible?

Unfortunately, it is not possible to combine software and online orders. The photo books follow a completely different production process, due to the careful workmanship and they are created separately from canvas prints. The items can, therefore, not be sent together, and a single shipping cost is also not possible, as we will be shipping two separate orders.

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What transfer options are available?

The most popular and fastest way is the transmission of the order and all data would be via the internet. Alternatively, it is also possible to send the data, which have been burned to a CD, by post. Please note that we cannot process all data, only special zip files. This will be created for you if you select “submit data via CD” in the second step after clicking the order button. Once payment is successful the zip file will be created. Send your CD to: United Arts GmbH Fotobuch-Produktion Hohenzollernring 25 50672 Köln

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Why haven’t I received a transfer confirmation?

In this case, you order has not reached us. This can have several reasons: the payment was not completed successfully, or you did not have an existing internet connection, which is absolutely necessary to provide all information

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

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

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How do I reorder an order that has already been produced?

To re-order, you must login with your login data. Select an old or existing project and click "reorder".

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What payment options are available?

You can pay for your products with
1. PayPal
2. Credit card (Visa, MasterCard and American Express)
Please note, that we only begin production after receiving payment in full.

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Can I pay off my order in instalments?

No, payment in instalments is not possible with us.

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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 and 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 goods are being delivered with different shipping services: photobooks with DHL, UPS and calendars with RoyalMail.

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What are the shipping costs?

Shipping costs for the first article, packaging included are £7,99. Every further article is free of shipping costs.
Production time: 5 working days for production and 3 - 5 working days for shipment

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Will I receive a shipping notification?

As soon as your product is ready for shipping, you will receive a shipping notification from [email protected] 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 no email in your spam, please contact us with your order number at [email protected]

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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 there express delivery?

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

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How 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. Paste your tracking number found in your shipping notification into the field called 'Tracking'.

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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 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 an 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. UPS phone number 03457-877-877

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When do I pick up my package from the package store?

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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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 [email protected] Please refrain from returning the damaged items.

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What should I do if the delivery 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 photo book/calendar is 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 a 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 my money be refunded to me if I send back the 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 photo book and photo calendar formats are there?

We offer the following photo books, each with hardcover or spiral binding:

Softcover A6: 10x15 cm
Photo Book Ring Binder A5 Portrait: 15x20 cm
Photo Book Ring Binder A5 Landscape: 20x15 cm
Photo Book Ring Binder Square: 22x20 cm
Photo Book Ring Binder A4 Portrait: 20x27.5 cm
Photo Book Ring Binder A4 Landscape: 27.5x20 cm
Photo Book Ring Binder XXL: 30x30 cm
Hardcover A5 Portrait: 15x20 cm
Hardcover A5 Landscape: 20x15 cm
Hardcover Square: 20x20 cm
Hardcover A4 Portrait: 20x27.5 cm
Hardcover A4 Landscape:27.5x20 cm
Hardcover XXL: 30x30 cm


Our photo calendars are offered in six versions:
Photo Calendar A4 Portrait: 20x30 cm
Photo Calendar A4 Landscape: 30x20 cm
Photo Calendar A3 Portrait: 30x42.5 cm
Photo Calendar A3 Landscape: 42.5x30 cm
Photo Calendar Square: 20x20 cm
Photo Calendar XXL: 30x30 cm
All further information you will find on our formats & prices page (https://www.my-picture.co.uk/format/) for photo books. There, the base prices are for 24 pages and the surcharge for every 4 pages is specified.

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Can I completely customise the pages and cover of my photo book?

Each page of the photo book is customizable. In the software, a dotted line is shown, in addition photos or texts can be cropped, during the production. Some customers want exactly that. For example, you can place a photo at an angle and push it over the edge of the page. The excess area is cut off, during processing. You can also design the cover with a background colour, a single photo, or multiple photos, on the entire cover

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What printing process is used for my photo book/ photo calendar?

Our photo books are produced using a digital printing process, ensuring a sharp, high-contrast print result and brilliant colours. When properly looked after, our photo books will last for years.

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What paper is used for my photo book/ photo calendar?

To let your photos shine, we use only glossy, high quality photo printing paper for our photo albums, with a grammage of 170 gsm. The individual month pages in your photo calendar are printed on high white, 200 gsm image printing paper.

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What is the difference between spiral binding and hardcover binding?

The hardcover binding is higher quality, and is comparable to a real book.
Hardcover binding: the outside cover pages receive a glossy lamination, and are pulled over stable grey cardboard, while the content, including the endpapers, are attached to the covers. The process of the book binding is performed by an expert, and the work is done by hand. The hardcover photo books then rest 24 hours, to ensure the long life of the adhesive and that the pages do not dissolve the content pages. This type of binding creates exceptional stability, high quality and a long lifespan.
Spiral binding: We use silver for spiral binding due to its elegance, which will fit any design. The individual pages are carefully collected and then binded together, so the book is sturdy. The silver spiral binding is also often used for business or school needs, in addition to private use. We also use the silver spiral binding for our photo calendars, and we also include matching hangers for hanging them on the wall.

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Is there the option to produce special formats?

Unfortunately, we can produce only product formats existing in the software. We can also not process any other print data (PDFs).

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Can't find what you're looking for?

Vouchers

Can't find what you're looking for?

What size is the CUSTOMASK® face mask?

The CUSTOMASK® face masks are available in 2 versions. The CUSTOMASK® NEO (incl. earloops) is approx. 29 x 13 cm in size and is secured with neoprene earloops. The CUSTOMASK® PREMIUM is approx. 18 x 10 cm in size and comes with adjustable earloops.

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What is the difference between the CUSTOMASK® NEO and PREMIUM face masks?

The CUSTOMASK® NEO consists of a single layer of neoprene fabric and is secured by robust fabric earloops. The CUSTOMASK® PREMIUM consists of 2 layers (an inner layer of cotton and an outer layer of polyester) and comes with adjustable earloops and a flexible metal nosepiece that adapts to the wearer’s contours.

Both versions of the CUSTOMASK® can be customized with your own photo or with one of our range of design choices.

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How will my photo look when printed on the CUSTOMASK® face mask?

Your personalized CUSTOMASK® face mask undergoes a multi-stage production process. Once you have customized your mask, your photo will be printed in sharp resolution using state-of-the-art technology (we use solvent-free inks). The pleats are sewn only after the image has been printed, so your photo will be printed in its entirety on the mask and will be fully visible when you wear it.

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Are the CUSTOMASK® NEO and PREMIUM masks suitable for a range of face shapes, including children’s faces?

The CUSTOMASK® face masks are made to adapt to different face shapes and are suitable for children aged 6 and up. The design of the masks ensures a close fit, with elasticated earloops for the CUSTOMASK® NEO and adjustable elastic earloops for the CUSTOMASK® PREMIUM.

Our CUSTOMASK® PREMIUM masks are made using Oeko-Tex® certified fabrics. All of our masks are printed with solvent-free inks.

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How often can the CUSTOMASK® NEO and PREMIUM face masks be washed?

We use dye-sublimation printing to produce our CUSTOMASK® face mask, meaning that the inks penetrate deep into the material fibres. This ensures that your print will not lose its exceptional quality even after repeated washing. Please note that the mask is machine washable at up to 60°C. When it has been washed, your mask is ready to be used again.

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At what temperature can the CUSTOMASK® face mask be washed?

The CUSTOMASK® NEO can be machine-washed at up to 60°C and can also be disinfected at 75°C in your oven or microwave. The CUSTOMASK® PREMIUM can be machine-washed at 60°C but should not be placed in the oven/microwave. The CUSTOMASK® PREMIUM is not suitable for fast spin cycles.

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Can't find what you're looking for?

Vouchers

Can't find what you're looking for?

How can I redeem my voucher?

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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What do I do if my voucher doesn't work?

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.

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Can I redeem my voucher once I've already placed my order?

We regret that once an order has been placed it’s not possible to claim any voucher discount.

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What happens if I don't completely use up my voucher?

If 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.

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Can I use more than one voucher in a single order?

We regret that it’s not possible to combine multiple vouchers. Only one voucher code may be redeemed per order.

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