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How long until I can expect my canvas to arrive?
Please allow 7/10 working days for delivery after full payment is received. Deliveries can arrive at any time between 9am - 5.30pm local time, so if you are not in during the day it may be easier to arrange the delivery to be made to your work address.
Do you do any more sizes?
We offer a made to measure service. Just let us know what size you want by email or telephone and we will calculate a price.
Do you have a gallery or somewhere I can see examples of the canvas?
No, we operate purely as an online website and are only a manufacturing unit in Sevenoaks with no showroom or retail facilities. We therefore cannot accept any personal visits at our premises. Howver, under the distance selling Regulations, we do operate a full refund policy if you are not happy with your purchase (see below for returned items.
Can you print my own pictures?
Please refer to our your photos section of the site where you can
upload your digital image.
My picture is not in a digital format?
Please scan at 300 dpi minimum, and save in JPEG format (see scanning guide).
Please note that we cannot accept
• any conventional photographs – please scan using the scanning guide and send in a digital format
• a picture taken using the camera on your mobile phone or
• a picture taken by a camera less than 4 Mega Pixel.
Will the colors I see on screen be the same as the finished canvas?
We cannot guarantee this as individual monitor settings can vary. If there is a particular color match you need please contact us for more info (you will need either a pantone or a color swatch to post to us).
Will my canvas be the same as the image I see online?
Images will vary depending on the size you have ordered due to scale and proportion.
What can be done about datestamps and red eye?
If you make a special request for date stamps and red eye to be removed then our designers are well trained to take care of such problems, but this is not done automatically as we usually print exactly what is uploaded. If you wish to take advantage of this free service then email sales@canvasrus.co.uk quoting you UK Ref no and we will try our best to remove them without changing the image in any way.
How do I care for my canvas?
To maintain & increase the lifespan of your canvas, do not expose to continuous, strong sunlight or moisture. Do not clean with a wet/damp cloth; a light vacuum with the brush attachment will get rid of any dust on the surface.
Do you supply to trade?
Yes, please visit our parent company website, www.portobelloart.co.uk or contact us for our trade prices.
How does the shopping cart work?
Just like a shopping cart at a supermarket, you can put things in your cart (by clicking on the 'add to cart' button) without having to buy them - it is just a way of holding onto things that you are interested in. You are not committed to a purchase until you take your selected item(s) through to the checkout. However, you cannot purchase an item until it has been added to your cart, so remember to check the contents of your cart carefully before you check out.
You can check the contents of your cart at any time by clicking on the view cart link along the top of the page or on the right hand side of the category pages. If you want to remove something, simply click on the red x .
When you have finished shopping click on the 'view cart’, then click on the checkout button.
You will be then asked for your personal details. The shopping cart uses cookies to operate.
How do I use my Gift voucher code?
You will find a special promotional box on the shopping cart page entitled 'MY CART' which you will be redirected to after you have chosen the quantity required and added your image to the cart. Enter your unique 6 digit voucher and the amount will automatically be deducted from your total on the next page at the CHECKOUT. Gift vouchers are valid for only 1 year after purchase.
How do I use my discount code?
For any discount offer you should again use your unique 6 digit discount code in the same way as for the GIFT VOUCHER above at the shopping cart page. This entitles you to discount off all gallery and 'photos onto canvas' canvases, but not 'Your Art' personalization charges and also excludes the delivery charge of £10.
What are cookies?
Cookies are small computer files that help identify your browser when you start to add items to your cart. They do not contain any personal information about you or your computer. When the order is completed the cookie used by this website will be deleted. No one else has access to or is able to use or copy your cookie. This small file will enable you to start shopping, then close your browser, shut down your computer and then return to this website at a later date to continue shopping with the same items in your cart.
How secure is the website?
All your payment details are processed by a secure server and this information is sent by 128 bit encryption meaning it is impossible to break the code and steal your credit or debit card details. A small padlock icon will appear in the status bar of the browser at the bottom of your screen when you are entering your card details, signifying you are currently on a secure platform. Another sign that you are on a secure site is that in the address bar of the browser you will notice that the beginning of the website address will be https://.
What about my personal details?
Your personal details are essential for the delivery of the items you have ordered. This information is for our records only and can be removed upon written request from yourselves. You will receive just 3 emails from us concerning your order.
Which credit cards do you accept?
Visa and Mastercard are accepted.
Can I place an order and arrange for it to be sent to another address?
When entering your personal details you will be given an opportunity to say whether you wish to use your own address or supply a different delivery address.
How much is delivery?
Delivery to Uk is just £10.00. Deliveries are made during office hours so please supply an attended address.
What is the policy on returned items?
Under the distance selling Regulations, if you have received goods and have simply changed your mind about purchasing them, you may return goods for credit subject to the following conditions:
• You inform us within seven working days of receipt of the product(s)
• You pay the return delivery charges.
• Goods are returned in a re-saleable condition and in their original packaging
• Goods are not a ‘Your Photos' or 'Personalized Art' item.(see below for details)
‘Create Your Photos & Personalised Art items ’
All artworks are provided as a bespoke service to the client on a one to one basis, based on the designs shown on this site. You, as the customer give the artist responsible full creative title to recreate the said artwork based on your size and style requests to the best of his/her ability.
Due to the bespoke status of these artworks, items that are delivered as described and in good condition may not be returned but damaged items will be exchanged free of charge. We reserve the right to charge for re-posting returned orders, which have been especially produced to meet your personal requirements.
Damages
Full refunds will be made by canvasRus for items lost or damaged in transit (except for 'your photos or personalized art' items). You should keep all packaging and/or artwork as found and notify us within 1 day of the item arriving in damaged condition to be eligible for a full refund or exchange.
Is there a contact telephone number I can call?
You can contact us on 01732 454 092 during office hours which are Monday – Friday 9:00 – 5:00 GMT.
Copyright
By sending us your image, you are automatically acknowledging that you are the copyright owner of this image, or have obtained permission from the copyright owner in written form, which permits us to print it in accordance with your order.
Terms & Conditions
You can read our terms & conditions along with our returns policy here.
Who is canvasRus?
canvasRus is owned and operated in Europe by Portobello Art Ltd, Ladds House, Old Otford Road, Sevenoaks, Kent, TN14 5EZ, United Kingdom. Tel. 01732 454092
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