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Frequently Asked Questions

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Canvas

Can't find what you're looking for?

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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Which resolution should my image 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, or .GIF, 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?

Under Step 2 of the checkout process “Choose Format” you can find a list of possible print sizes, which will vary according to the size of your uploaded image. 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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How important is the aspect ratio for the production of my print?

An aspect ratio describes the length-to-width ratio of an image. The most common aspect ratios are 3:2 and 4:3. Formats in these ratios, along with many others, are available from My-Picture.co.uk. If the aspect ratio of your image differs too greatly from that of your desired print format, the print format will not be offered, as your image would need to be cropped too much to be usable. Change the format of your image before you order and then you should be offered your desired format.

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What resolution should my photo have?

The resolution of your image determines the maximum size at which it can be printed without loss of quality. To see the optimal resolution for your desired print size, please follow this link: www.my-picture.co.uk/format/

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How can I edit my photos?

To edit your photos, we suggest that you use Adobe Photoshop, Corel Painter, PaintShop Pro or IrfanView. My-Picture.co.uk’s product design page allows you to convert your image to black and white under the option “Choose 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?

The system will suggest 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. The preview image shown during the format selection process indicates the print file which will be generated, and also indicates any partial image loss which will occur due to a difference in aspect ratio between your photo and the print file. Please note that blurry image data, as well as oversized pixels caused by artificially increased resolution, can lead to poor printing results. (This will not be considered a valid reason for a complaint or return.)

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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 the My-Picture.co.uk Customer Service team.

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How do I upload a photo?

Click on "Upload Photo" at the top right-hand side of our home page or any product page. You can then easily upload your photo to our server.

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How do I place my order?

Step 1: Upload Photo
Click on "Upload Photo" at the top right-hand corner of any product page. You can then upload your chosen image to our server.

Step 2: Choose Format
On this page you can choose all the specifications for your item. Ensure that you’ve selected the correct product from the drop-down menu at the top of the page (“Product”). You’ll be presented with a list of specification choices for the size and design of your final item, and your choices will be reflected in the preview image. At the bottom left-hand side of the page you’ll see a Summary where the choices you’ve made are listed, along with the price. You can increase the quantity here if you wish.

You can click on the preview window and drag your image to get the best view. You can also zoom in by adjusting the “Zoom” bar. And if you want to add text to your image, click the “Add Text” bar.

If you’d also like to order another, different product, click “Continue & Upload Another Photo” and you can go through Step 2 again.

When you’re ready to complete your order, click “Continue to Shopping Cart”.

Step 3: Shopping Cart
Review the products in your shopping cart. You can change the quantity of any item here if you wish. Choose United Kingdom or Ireland in the drop-down menu under “Shipping & Handling” and your shipping cost will be added to make up the Grand Total. 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. When you’re ready, click “Continue”. 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. You can make changes to any of your items, or to your address or payment method, by clicking “Edit” in the appropriate section. Then just click the box at the bottom left-hand side to agree to our Terms and Conditions and click “Buy Now”. Your print will go into manufacture immediately!

To show that your order has been accepted you’ll see a “thank you for your order” message and an order number.

If you’d like to tell us something about your image, scroll down and write a few lines in “Tell us the story behind your photo!” We’d love to hear from you!

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When will I know my order has been accepted?

Your order is processed as soon as you’ve selected your payment method at the end of the checkout process, accepted our Terms and Conditions and clicked on “Buy Now”. You’ll receive an order confirmation email from us.

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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. This email might end up in your spam folder, so please check your spam emails if you haven’t received it. If necessary, please check that your mailbox storage capacity hasn’t been exceeded. If you still can’t find your order confirmation email, please contact the My-Picture.co.uk Customer Service team.

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Why is there a limited number of formats displayed after uploading?

After you upload your photo to our server, our system checks which formats are suitable for this image. The resolution and the aspect ratio of your image are vital factors in guaranteeing you a high-quality result, so only the most suitable formats are listed. If you want a larger format you’ll need to upload a picture with a higher resolution and/or a different aspect ratio.

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

The aspect ratio of the photo file is also crucial. There are different aspect ratios such as 4:3, 3:2, 2:1 and 1:1. You can change the ratio either automatically in the settings of your digital camera, or manually in a photo editing program such as Adobe Photoshop. Each print must follow the general format that your photo is in, otherwise your image will be distorted. To avoid this our system only offers you the print formats that are suitable for your image.

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

An “invalid file format” can occur for two different reasons:

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

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

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Can I make multiple copies of my photo?

You can order an unlimited number of prints from us. If you want multiple copies in the same format, simply increase the quantity of your item on the “Choose Format” page. If you’d rather select a different format of the same image file, click “Continue & Upload Another Photo”, upload your image again and then you can go through the format selection process once more.

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

Unfortunately, your order cannot be edited once it’s been placed. This is due to our automated production and shipping processes.

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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 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.

If you make your payment but then don’t receive an invoice, please contact the My-Picture.co.uk 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?

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 any damage to the corners during transit. In addition, many of our products are wrapped in bubble wrap.

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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?

Mainland UK: Shipping costs for the first article, packaging included, are £4.00 or £5.00 depending on article type – see Shipping and Delivery page for details. Every further article is free of shipping costs. Mainland UK shipping is free on orders over £45.00.


Ireland and Northern Ireland: Shipping costs for the first article, packaging included, are £13.90. Every further article is free of shipping costs.


For all orders combining a Wall Decoration article with an article from the Photo Gifts or Home & Lifestyle ranges, a surcharge of £3.00 will be applied.

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Shipping information

As soon as your product is ready for shipping, you’ll receive a shipping notification email from shipping@my-picture.co.uk. If you haven’t received this notification after the stated production period, it’s possible that the email has ended up in your spam folder. If you check there and still find no email, please contact our Customer Service team. Details can be found at www.my-picture.co.uk/contact-us/.

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Production and delivery times

Canvas Print

  • Production time: 1 business day
  • Shipping time: 3 to 5 business days
  • Total time for order to arrive: 4 to 6 business days

Canvas print with floating frame
  • Production time: 3 business days
  • Shipping time: 3 to 5 business days
  • Total time for order to arrive: 6 to 8 business days


Our products enter production only once payment has been received. Production begins on any business day if payment has been received by 7:00 am. Your print will then be produced within the next 24 hours and will be ready to ship by the following morning. (Please note that delays may occur in some cases due to disruptions in production or misprints.)


Please bear in mind that only canvas prints (without floating frame) can be produced within this 24-hour period, and other products will take longer. This can cause mixed orders (such as a canvas print and a print on acrylic) to be shipped out in separate deliveries, with the canvas prints being delivered to you first.


Our couriers collect from our production facilities no later than 5:00 pm. Please be advised that 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?

We regret that due to our quick order processing times, your delivery address in most cases cannot be changed once the order has been placed.

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Is express shipping available?

No, unfortunately there’s 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 can also deliver to non-mainland areas, but a surcharge may apply.

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Can I check the status of my shipment?

You can see the current shipping status of your order at any time at www.ups.com/gb (for the UK) or www.ups.com/ie (for Ireland). Enter the tracking number found in your shipping notification email into the tracking field.
However, orders of only 1 or 2 articles in formats no larger than 40 x 30cm are automatically shipped without a tracking number.
You can also check the status of your order on our website at www.my-picture.co.uk/orderstatus/.

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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 9 business days to collect. If the package is not collected within the specified time limit, it will be returned to us. In this event, redelivery will be at your expense.

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Can I have my package delivered directly to an Access Point?

During 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 UPS Access Point closest to your delivery address.

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Who will pay any necessary customs fees?

Please note that it is the buyer’s responsibility to pay any customs fees.

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What should I do if my item is damaged?

If your product is damaged on arrival, you can make a claim to our Customer Service team. Please take a photo of the delivered item, including the packaging, so that we can determine whether the damage occurred during production or shipment. You can contact us at info@my-picture.co.uk. Please do not return damaged items.

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

If the shipment is not what you ordered, firstly check the order details on your invoice. If your delivery 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 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.

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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.

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What should I do if the accessories I ordered are damaged?

If your accessories are defective you can make a claim within the first 14 days. Please inform our Customer Service team.

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

In the unlikely event that your order is incomplete, please contact our Customer Service team and we’ll immediately look into why some of your products are missing. Please note that products with different packaging formats are shipped separately, so a single order can be spread over as many as 3 deliveries.

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Will I be refunded in the case of damaged goods?

Please note that our company is based in Germany and we are bound by German law. This means that we have the right to repair or replace 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 team. We will of course try to find an acceptable solution in the case of a justified complaint.

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Can I cancel my order?

Unfortunately, because all of 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. According to German law §312d clause 4 Nr. 1 BGB, the right of withdrawal does not apply in the case of custom-made items.

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Which design options are available for a canvas print?

You can order your canvas frame in a range of thicknesses, depending on the format size of the print itself. We offer Standard (2cm), XXL (4cm) and XXXL (6cm) frames.

Are the images printed with or without a border?

You can 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 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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Contrast and detail

Please note that printing on canvas involves significantly higher levels of ink concentration than is usual with other formats. This ensures thorough ink coverage, but in some cases it may lead to a loss of subtle detail, particularly in the darker areas of the photo. However, please be assured that in all other respects your photo reproduction’s brilliant colours will stay completely faithful to the original.

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What is the print quality like?

Your photo is printed on high-quality art canvas with special HP latex ink, which is guaranteed colourfast for 75 years. This delivers brilliant colours and brings out the very finest detail in your photo image.

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Are the canvas prints moisture-resistant?

For ecological and health-protection 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, ensure that prints are not hung up in rooms with high humidity levels, such as bathrooms. Never wipe your canvas with a wet cloth.

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How is the canvas attached to the frame?

The canvas is stretched over the frame and attached at the back. We pull the canvas right over the edges, so the picture is ready to hang even without a visible frame.

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What can I do if I have an outsized photo image?

If your picture does not directly fit any of our standard formats, the system will automatically suggest dimensions that are the closest approximation of your image format. During the product design process, the photo will need to be cropped to a suitable aspect ratio using the preview screen on the “Choose Format” page.

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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 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.

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

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

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

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

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How can I edit my photos?

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

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Can I upload black and white photos?

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

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Will my photos be manually edited, prior to printing?

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

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How do I upload a photo?

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

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How can I place my order?

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

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When has my order been accepted?

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

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I have not received an order confirmation

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

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

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

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

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

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

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

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

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

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Can I make multiple copies of my photo?

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

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

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

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What payment methods are available?

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

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Payment option: Pay via Amazon

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

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Can I pay cash on location?

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

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I have not received an invoice

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

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What is the 3D secure security feature?

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

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How is my order packaged?

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

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Which courier service will deliver my order?

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

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What are the shipping costs?

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

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Shipping information

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

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Production and delivery times

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

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

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

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Is express delivery available?

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

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Where do you deliver?

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

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How can I check the status of my delivery?

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

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Can I pick up my order myself?

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

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

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

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

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

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Can I have my package delivered to an Access Point?

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

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Who pays any applicable customs fees?

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

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What should I do if my product is damaged?

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

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

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

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What should I do if my product has colour variations?

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

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

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

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What should I do if my ordered accessories are damaged?

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

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

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

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Will I be refunded my money for damaged products?

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

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What is the print quality?

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

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Can I also use my acrylic print outdoors?

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

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What is the best way to hang my acrylic print?

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

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

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

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Optimal installation of the metal wall mount

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

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Important care instructions for panel products

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

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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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