Frequently Asked Questions
DO I HAVE TO OPEN AN ACCOUNT TO PLACE AN ORDER?
No, opening an account isn't necessary, you can checkout as a guest.
DO YOU TAKE SPECIAL REQUESTS?
We are always happy to expand our collection! If you don't find exactly what you are looking for, please feel free to contact us outlining your requirements and we'll see what we can do.
HOW DO I PLACE AN ORDER?
On the product page, once you've chosen if you want a framed print, unframed print or digital download, and once you've filled in all the requested information (if ordering a personalised item), add the item to your cart. If you want to order something else, click 'Continue Shopping' otherwise you can checkout with an account or as a guest. If you need to give me any other information, click 'Add a note to your order' and I'll receive your request.
CAN I SEE A DRAFT OR PREVIEW BEFORE MY ITEM IS SHIPPED?
Of course! All personalised items offer a proof of the item before manufacture. We cannot, however, show a draft before an item has been purchased, unless it was a special request.
WHEN WILL I SEE MY DRAFT?
Draft versions will be sent by email within 1-5 working days following your order, depending on the complexity of the job. If you need it rushed please let me know.
I HAVEN'T RECEIVED MY DRAFT - WHAT SHOULD I DO?
Should you not receive your draft within the timescale please contact us asap, your order may not have been received correctly. Please also check your junk mail before contacting us.
CAN I MAKE CHANGES TO MY ORDER AFTER REVIEWING THE DRAFT?
Yes. Any changes will be made 1-2 working days later and a further draft sent by email.
DELAYS IN DRAFT APPROVAL
Buyers are given 3 working days to approve a draft. Should an approval not be received within this time a reminder will be sent.
CAN I CANCEL MY ORDER?
Orders can be cancelled while still in the draft stage and up until dispatch. Please contact us asap if you need to cancel your order.
WHAT MATERIALS ARE USED?
Foil prints are produced on smooth 160gsm light card, I find this gives the best results. All other smaller prints are produced on single sheeted high quality matte cardstock. Larger prints are produced on wide web semigloss paper. Illustrations are hand drawn onto Daler Rowney 300gsm extra smooth watercolour card.
WHAT POSTAGE SERVICE IS USED?
I use a combination of An Post (The Irish postal service) and GLS for shipping, depending on which is cheaper.
All domestic and UK orders are sent up to 48 hours after the draft is approved. Postal options vary between Standard and Registered post. This is a 1-3 working day delivery aim.
All international orders are sent by Registered Post up to 72 hours after the draft is approved. This is a 5-12 working day delivery aim, where these days may not necessarily take into account timezones.
CAN I ORDER MORE THAN ONE ITEM?
Of course! Shipping charges are per item in most cases, however I've found it's sometimes cheaper to send multiple items individually rather than in one package as the cost escalates according to weight. Feel free to send me an email if you'd like me to check which option would be more cost effective for you!
I HAVEN'T RECEIVED MY ITEM - WHAT SHOULD I DO?
An item would be considered as lost if:
- Sent to an Irish address and 10 working days have passed
- Sent to an international address and 4 working weeks have passed
Standard shipped items are sent at the customer's risk as it provides no insurance or tracking information. Registered items can be found through the track and trace system and if not uncovered, will be re-sent or refunded.
If the above timescales have elapsed then please contact us and we will look further into your item delivery.
DO YOU PROVIDE FRAMES?
Yes! We use the both the IKEA RIBBA collection and The Range shadow box frames as they suit any decor and are very durable. Frame codes feature on each product page if you need to keep a note of them.
MY ITEM ARRIVED DAMAGED - WHAT SHOULD I DO?
Unfortunately packages sometimes arrive damaged due to rough handling by the shipping company. This should not happen as all items are covered in a thick layer of bubblewrap and securely packaged in a postal bag, held tight by fragile tape. If your frame arrives damaged I will refund you the difference between the framed and unframed print so you can purchase a new frame. If your print is also damaged in the process I will post a replacement to you. All prints are shipped in either a sturdy hard-backed envelope or a postal tube depending on size.
CAN I GET A REFUND ON MY ITEM?
Due to the nature of the product, refunds will not be given on digital downloads, and if an item is personalised, prints will not be refunded. However, as mentioned above, if your print arrives damaged, we will gladly send you a replacement. Initial proofs are sent for you to approve. It is the customers responsibility to check for spelling mistakes, colour changes etc. Once the customer has approved the piece and it has been printed, the sale is final. Extra prints will not be made if a mistake is found after the event so PLEASE check the proof carefully! Please note that colours may vary due to your monitor settings, and as a result refunds cannot be issued based on the colours of prints received.
IS MY INFORMATION SAFE?
We do not retain your personal details for any reason other than to get in touch with you about your orders or for our own marketing purposes. We do not, and never will, give your details to anyone else. We do not store any payment details. Credit card and order data is encrypted and secure. Our online store is Level 1 PCI compliant and uses 256-bit SSL certificates to keep order details secure.