my-picture.co.uk

my-picture.co.uk
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Canvas

Can't find what you're looking for?

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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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Can I cancel my order?

Please understand that a refund of the paid amount in case of individually fulfilled orders is not possible. Our products are made according to your specifications and can not be sold to anyone else. According to German law §312d clause 4 Nr. 1 BGB the right of withdrawal does not apply in case of custom made items.

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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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Aluminium and acrylic prints

Can't find what you're looking for?

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.

To the top

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.

To the top

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.

To the top

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”.

To the top

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”

To the top

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.)

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

What payment methods are available?

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

To the top

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.

To the top

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.

To the top

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.

To the top

What is the 3D secure security feature?

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

Is express delivery available?

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

To the top

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.

To the top

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.

To the top

Can I pick up my order myself?

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

To the top

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

To the top

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.

To the top

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.

To the top

Who pays any applicable customs fees?

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

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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.

To the top

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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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 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 no email in your spam, please contact us with your order number at photobook@my-picture.co.uk.

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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 photobook@my-picture.co.uk. 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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Vouchers

Can't find what you're looking for?

Where can I redeem my voucher?

You can redeem your voucher code directly in the shopping basket. For this, please give your code in the field provided and click on "Redeem".

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What do I if my voucher doesn't work?

Please check whether you have entered the code correctly. If your voucher has a minimum order value or a time limit, please ensure that these are currently applicable. Information about this is available on your voucher if necessary. If all data is correct and your voucher still does not work, please contact our customer service.

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

Subsequent consideration of vouchers is, unfortunately, basically not possible.

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

If you only use a partial amount of your voucher, the residual amount expires automatically.

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Can I use several vouchers for one order?

It is not possible to combine special offers and vouchers. Only one offer or voucher may be used per order. Please note that free shipping for orders over a certain price is considered to be a special offer.

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