Frequently asked questions

How long until I can expect my canvas to arrive?
If I order more than one picture, how much is the delivery charge?
Do you do any more sizes?
Do you have a gallery or somewhere I can see examples of the canvas?
Can you print my own photos?
My picture is not in a digital format?
Will the colours I see on screen be the same as the finished canvas?
Will my canvas be the same as the image I see online?
What can be done about date stamps and red eye?
How do I care for my canvas?
Do you supply to trade?
How do I use my Gift Voucher?
How do I use my discount code?
How does the 3 for 2 offer work?
Am I entitled to any discount if I order more than one canvas?
How does the Shopping Basket work?
How does the Retrieve Basket work?
What are cookies?
How secure is the website?
What about my personal details?
Which credit cards do you accept?
Can I place an order and arrange for it to be sent to another address?
Do you deliver to other countries?
What is the policy on returned items?
Is there a telephone number I can call?
What about copyright of my image?
Where can I see your Terms & Conditions?
Who is canvasRus?

How long until I can expect my canvas to arrive?
Please allow 5-7 working days for delivery after full payment is received. Deliveries can arrive at any time between 9am - 5.00pm local time by our carriers Parcelforce who will need a signature, so if you are not in during the day it may be easier to arrange the delivery to be made to your work address.

If I order more than one picture, is the delivery charge more?
The £5.99 delivery charge is a one-off charge no matter whether you order 1, 2 or 5+ pictures. So the more you buy the better deal you get! Delivery to other UK areas (Northern Ireland, etc) is £15.

Do you do any more sizes?
Yes - we have numerous sizes we have on offer on our Prices & Sizes page, but we can supply made to measure canvases as well. Just let us know what size you want by email or phone and we will give you a separate quote. The largest size we can print, however, is 8ft x 4ft (2440 x 1220mm).

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. However, 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 or photos?
Yes, 80% of our orders are for customer's own photos. Please refer to our canvas prints section of the site for instructions to upload your digital image.

My picture is not in a digital format?
Due to receiving so many orders now, we can no longer accept conventional photos. Please scan at 300 dpi minimum, and save in JPEG format (see scanning guide), then upload in the normal way.
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 your mobile phone camera which is less than 4 Mega Pixels
• a picture taken by a camera less than 4 Mega Pixels

Will the colours 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 colour match you need please contact us for more info (you will need either a pantone or a colour 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. If your photo is not appropriate for the size chosen our in-house designers will contact you to resolve any problems. For more information please go to our About Us page.

What can be done about datestamps and red eye?
Our designers will automatically remove date stamps and red eye wherever possible, and this is done completely free of charge. However, if you would prefer not to take advantage of this free service then please email sales@canvasrus.co.uk quoting your UK Ref no.

How do I care for my canvas?
A heavy duty laminate finish is now applied FREE to all canvases which will increase their lifespan considerably but it would still be advisable not to expose a canvas to continuous, strong sunlight. This laminate does however give a reasonably waterproof and scuff proof finish, so you can now wipe away the dust with a damp rag without fear of damaging it. For more information about the canvas materials used please go to our About Us page.

Do you supply to trade?
Yes, if you want 10 or more pictures please visit our parent company website, www.portobelloart.co.uk or contact us for our trade prices.

How do I use my Gift Voucher code?
Once you have chosen your items for order you will be redirected to the Shopping Basket page and here you will find a Voucher/Discount Code box underneath your order details. Enter your unique 6-8 digit voucher code and click on update and you will see the total price change to include the discount. Gift vouchers are only valid for 1 year after purchase. Please note that the voucher code can only be used once, so if the order value is less than the voucher value we cannot issue any refunds nor can the remaining balance be used at a later date, but you may select a bigger size or order more than one canvas and pay the difference online.

How do I use my discount code?
For any discount offer you should again use your unique 6-8 digit discount code in the same way as for the GIFT VOUCHER above on the Shopping Basket page. This entitles you to discount off all gallery and 'photos onto canvas' canvases, but excludes the delivery charge of £5.99. Only one discount code can be used per transaction. No discount code can be used at the same time as the 3 for 2 offer.

How does the 3 for 2 offer work?
During the 3 for 2 promotional period you can order any 3 canvas prints, whether uploaded photos or gallery images, and these can be 3 different images and 3 different sizes and the cheapest print will be FREE. Order your 3 canvases in the normal way and the deduction will be made on the Shopping Basket page. The £5.99 delivery charge is a single charge for any order so no matter how many canvases you buy the delivery is only £5.99. This offer cannot be used at the same time as any discount code but can be used with a Gift Voucher code.

Am I entitled to any discount if I order more than one canvas?
For all orders over £150, 10% discount will automatically be deducted from your total order price on the checkout page. You will not need to enter any additional promotional code. This can be used in addition to other discount offers and promotional codes, except the 3 for 2 offer when running.
However: the extra discount will only be applied after any other promotional offers have been deducted from your total price. (ie. If you order £150 worth of canvases and use a promotional code for 10% discount on the Shopping Cart page, this will bring your total order price down to £135.00 so you will not be entitled to the extra 10% bulk order discount).

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 Basket 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 Basket, so remember to check the contents carefully before you check out. You can check the contents of your basket at any time by clicking on the Your Shopping Basket link at the top right hand corner of the page.
If you want to delete an item, simply click on the red remove item button. If you want to edit a photo to canvas order ie. change the style or size, click on the edit item and you will be taken back to the choose the edge page and then repeat the selection process.When you have finished shopping, click on the view basket, then click the Complete Order button. You will be then asked for your personal details. The shopping basket uses cookies to operate.

How does the Save Cart/Retrieve Basket work?
We have introduced the Save your cart facility on the Shopping Basket page. This will save your uploaded files in your basket for a period of 14 days. We realise that it can take some time to upload your photos and choose your options, especially if you upload several photos, so this facility means that if you change your mind or run out of time, you can now save your basket and not lose your uploaded images and selections. You will receive an email notification and at any time during the 14 days you can just login and go back to your original saved basket. A brilliant time-saving facility.

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 1 email from us confirming your order, and a second email from Parcelforce (our couriers) confirming that your order has been despatched and giving you a tracking code for you to track your order in their system if you wish.

Which credit cards do you accept?
We accept all major credit and debit cards - Mastercard, Visa, Maestro/Switch, Solo and Visa Electron.

Can I place an order and arrange for it to be sent to another address?
Yes, no problem. 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 address for delivery.

Do you deliver to other countries?
No, sorry to say our partner websites in Europe, USA and Australia have now closed.

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' item.(see below for details)

Create 'Your Photos' 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' 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 454092 during office hours which are Monday – Friday 9:00 – 5:00pm or by email sales@canvasrus.co.uk.

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 the UK by Portobello Art Ltd, Ladds House, Old Otford Road, Sevenoaks, Kent, TN14 5EZ, United Kingdom. Tel. 01732 454092. For more information please go to our About Us page.