Help & Contact | eu.photo.gifts (2024)

Frequently Asked Questions

In exceptional cases delivery may take longer than the times stated on our website.

Provided that your order was shipped with tracking, you can also see its current status at the tracking page of your provider:
here for DHL
here for DPD
here for UPS

Alternatively, your eu.photo.gifts customer service team will also be glad to help. The best way to contact us is through our contact form.

Please contact our Customer Service team with the correct delivery address.

But note that once your order has shipped we are unable to make changes to your delivery information, so we would ask you to contact your shipping provider directly.

Once your order has been placed we are unable to make any changes to your product specifications. This is due to our automated production processes.

However, we may be able to make changes to the delivery information you provided (e.g. name, address, phone number). Please contact our Customer Service team to discuss this.

We regret that refunds cannot be given upon cancellation. Our products are made according to your unique specifications so they cannot be sold to anyone else. Please note that our company is based in Germany and we are governed by German laws, which state that the right of withdrawal does not apply in the case of custom-made goods (see: §312d clause 4 Nr. 1 BGB).

If your product is defective or damaged on arrival, please take a few photos of the delivered item (including packaging) with the problem visible and send them to us along with your order details and a short description of what’s wrong.

Please do not return defective or damaged items to us.

Once you’ve successfully placed your order, a confirmation email should be sent to the address you provided during the checkout process. If you can’t see this in your inbox, please check your spam folder. If you still can’t find your confirmation, please contact our Customer Service team.

Payment

Delivery and shipping

Vouchers

Complaints

Canvas

Other Wall Decoration

Payment

You can pay with PayPal or debit/credit card. We accept Visa, MasterCard and American Express cards.

Once you’ve successfully placed your order, a confirmation email should be sent to the address you provided during the checkout process. You can download your invoice as a PDF by clicking “Invoice” in this email.

If you can’t find the confirmation email in your inbox, please check your spam folder. If you then still can’t find the email, please contact our Customer Service team.

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.

We regret that payment in instalments is not possible.

Delivery and Shipping

Our production and delivery times can be found here.

Our products enter production only once payment has been received. Production begins on any business day if payment has been received by 7am GMT. Canvas prints (without Premium Frame) will then be produced within the next 24 hours and will be ready to ship by the following morning. (Please note that in some cases delays may occur.)

Products with different packaging requirements are shipped separately, so your order could arrive in as many as 3 separate deliveries.

Delays in delivery are possible. Unfortunately, we have no influence over the delivery time once your order has been picked up by the courier.

The countries we currently deliver to are listed here.

You can check the status of your order on our website here.

Provided that your order was shipped with tracking, you can also see its current status at the tracking page of your provider:
here for DHL
here for DPD
here for UPS

Your tracking number can be found in your shipping notification email – just paste it into the field provided.

However, please note that orders of only 1 or 2 articles (if in formats no larger than 40 x 30cm) will be delivered by local services without tracking.

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

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.

Please contact our Customer Service team with the correct delivery address.

But note that once your order has shipped we are unable to make changes to your delivery information, so we would ask you to contact your shipping provider directly.

As soon as your product is ready for shipping, you should receive a shipping notification e-mail at the address you provided when ordering. If you haven’t received this notification after the stated production period, please check your spam folder.

If you still find no email, please contact our Customer Service team.

Vouchers

You can redeem your voucher when you’ve reached the Shopping Cart. Simply copy and paste your redemption code into the field provided and click "Apply Coupon".

Please check that you have entered the redemption code correctly. We strongly recommend using copy + paste rather than typing in your code manually.

Please also check the following: that your voucher is valid for the exact product, quantity and format in your shopping cart; that any expiry date has not been passed; and that your voucher allows delivery to the region selected. This information will be available on your voucher.

If all the details are correct but your voucher still does not work, please contact our Customer Service team.

We regret that once an order has been placed it’s not possible to claim any voucher discount.

If you use only part of the value of your voucher, the residual value will expire automatically, so before you complete your order please check that you’re using the full value.

We regret that it’s not possible to combine multiple vouchers. Only one voucher code may be redeemed per order.

Complaints

Please do not return defective or damaged items to us.

If your shipment is not what you expected, please check the order details included with your invoice. If the items delivered do not correspond to the product details in your invoice, please get in touch with our Customer Service team.

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 the colours of your print are very different from what you expected, please send a photo of your product to our Customer Service team, along with your order details.

If any of your prints are blurry/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. Please note that defects caused by quality issues in your uploaded images will not be considered grounds for a refund.

Please note that products with different packaging requirements are shipped separately, so your order could arrive in as many as 3 separate deliveries.

In the unlikely event that all your deliveries have arrived, but part of your order is still missing, please contact our Customer Service team.

Please note that our company is based in Germany and we are governed by German laws relating to custom-made goods. This means that before offering a refund we have the right to repair or replace defective products twice (see: §§ 433, 437, 439, 312d clause 4 Nr. 1 BGB).

If your product is damaged or part of your order is missing, please contact our Customer Service team, so they can find an acceptable solution if your complaint is found to be justified.

We appreciate any feedback that helps us to improve. If you have a complaint, our Customer Service team are ready to listen. For general complaints about your order, please contact us through the contact form, including your order number and a description of the issue. If your product is damaged or defective, please include a few photos of the product clearly showing what is wrong.

Canvas

Standard (2cm) and XXL (4cm) frames are available for our canvas prints. Note that for some of our largest formats only the XXL frame is available.

You can choose from five different edge designs: Folded, Stretched, Mirrored, Black and White.

For certain formats it’s also possible to choose one of our premium frame options: Black Matte, White, Vintage Silver, Walnut Flair or Oak Vintage Flair.

You can choose from the following options:

Folded Edge
Your canvas is wrapped over the frame in classic gallery style. The margins of your image will appear on the sides of the frame, so make sure any vital elements of your photo aren’t too close to the edge!

Mirrored Edge
The image of your choice is fully visible on the front side of the canvas print. The margins of your photo are copied, inverted and printed on the frame edges to create a mirror image effect.

Stretched Edge
The pixels at the outer border of your photo are stretched lengthwise across the frame sides to create a striking blur effect. Your image remains visible in full on the front side of the canvas.

White Edge
Your photo is scaled to appear in full on the front side of your canvas. The sides of the frame are covered with a pure white edge that provides a clean border and intensifies your image.

Black Edge
As with the White Edge choice, your photo is displayed only on the front of the canvas. A black strip is then printed on the sides of the photo canvas, providing an intense pop of contrast.

Our canvas prints are made from a high-quality, specially designed polyester fabric which comes with a coating that makes it ideal for HP latex printing. We use high-quality spruce wood for the frame.

Your photo is printed on high-quality art canvas with special HP Latex Inks that are guaranteed colourfast for 75 years. HP Latex Inks deliver brilliant colours and bring out the very finest detail in your photo image.

For ecological and safety 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, please avoid hanging your prints in rooms with high humidity levels such as bathrooms. Please also ensure that cloths used to wipe your prints are no more than slightly damp.

The canvas is large enough that it can be wrapped around the sides of the stretcher frame and attached to the rear side using staples.

Note that if you choose the Folded edge design, the outer borders of your chosen image will appear on the edges of the frame rather than on the front of your print. If any crucial image detail is close to the edge of your photo, we recommend choosing one of the other edge designs: Stretched, Mirrored, Black or White.

For maximum stability, we recommend using our hanger sets, which include the following: a sawtooth hanger, screws, D-ring picture hooks, nails and cord. The hanger set can be added to your order in the shopping cart for a small extra cost.

To hang a smaller print:

Hammer the two nails into the wall close together. Using the longer screws, attach the sawtooth hanger to the back of the frame at the top, with the serrated edge of the hanger pointing downwards. Then simply rest the sawtooth hanger on the nails.

To hang a larger print:

Using the shorter screws, secure the picture hooks to the back of the frame, one at each side and pointing inwards. Thread the cord through the hooks and tie securely. Then hammer the two nails into the walls a reasonable distance apart, and hang the cord over the nails.

For best results, your digital camera resolution should not be less than four megapixels.

Please check the minimum resolution for your desired product and format here.

Note that our system will analyse your uploaded photo and offer you only the print formats for which your image is suitable.

We can work with .JPG, .JPEG, .PNG, .GIF or .WEBP images, up to a file size of 60 MB.

After you upload your photo, you’ll be offered only the print formats for which your image is suitable.

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.

An aspect ratio is the length-to-width ratio of an image. If the aspect ratio of a print format differs too greatly from that of your uploaded image, that print format will not be offered. Therefore, if you don’t see a particular format you want after uploading your image file, you may need to choose a different image with an aspect ratio that’s more suitable.

If you want to edit your image file before uploading, we recommend using software such as Adobe Photoshop, Corel Painter, PaintShop Pro or IrfanView.

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.

No, we cannot edit or crop your image before printing. When you upload your photo, the system offers you 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 generated automatically for the selected format and this is sent to production immediately.

We accept images up to 60 megabytes in size. If you would like to use larger files, please get in touch with our Customer Service team.

Simply navigate to the product you want on our homepage and click on “GET STARTED” or “CREATE [PRODUCT NAME]”. You’ll then be prompted to browse for your image file.

Step 1: Upload Photo

Navigate to the product you want on our homepage and click on “GET STARTED” or “CREATE [PRODUCT NAME]”. You’ll then be prompted to browse for your image file.

Step 2: Product Design

You’ll be presented with a list of specification choices for the size and design of your final item. The choices you make will be reflected in the preview image.

When you’re happy with all the choices you’ve made, click “Confirm & Create Another Product” if you want to add another product to your order, or click “Confirm & Go to Shopping Cart” to start checkout.

Step 3: Shopping Cart

Review the products in your cart.

If you want to add another product to your order, click “Create Another Product”. If you’ve already added all the products you want, click “Secure Checkout”.

Fill in the necessary fields in the Billing and Delivery Address page and then the Your Method of Payment page. 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. Then just agree to our Terms and Conditions and click “Buy Now”. Your print will go into manufacture immediately!

Once you have clicked “Buy Now” and your payment details have been accepted, you’ll receive an order confirmation e-mail.

Once you’ve successfully placed your order, you should receive a confirmation email at the email address you provided during the checkout process. If you can’t see this in your inbox, please check your spam folder. If you still can’t find your confirmation, please contact our Customer Service.

Our system analyses your uploaded picture and offers you only the formats suitable for a high-quality print. The resolution and the aspect ratio of your image are both vital factors in guaranteeing a good result. If your desired format is not offered, we recommend uploading a picture with a higher resolution and/or different aspect ratio.

This could be due to the aspect ratio (i.e. length-to-width ratio) of your image. If the aspect ratio of a print format differs too greatly from that of your uploaded image, that print format will not be offered.

This means the image you uploaded is not in an acceptable file format. The formats we can use are .JPG, .JPEG, .PNG, .GIF and .WEBP. Please check the file format of your photo and, if necessary, convert it to one of these formats using a photo editing program.

Yes! If you want multiple copies of your image in the same format, simply increase the quantity of your item on the product design page or in the shopping cart.

If you would rather add a different format of the same image to your order, proceed to the Shopping Cart and then click “Create Another Product”. You can then upload your image again and go through the product design process one more time.

Once your order has been placed we are unable to make any changes to your product specifications. This is due to our automated production processes.

However, we may be able to make changes to the delivery information you provided (e.g. name, address, phone number). Please contact our Customer Service team to discuss this.

Once your order has shipped we are unable to make changes to your delivery information, so we would ask you to contact your shipping provider directly.

Other Wall Decoration

For best results, your digital camera resolution should not be less than four megapixels.

Please check the minimum resolution for your desired product and format here.

Note that our system will analyse your uploaded photo and offer you only the print formats for which your image is suitable.

We can work with .JPG, .JPEG, .PNG, .GIF or .WEBP images, up to a file size of 60 MB.

After you upload your photo, you’ll be offered only the print formats for which your image is suitable.

If you want to edit your image file before uploading, we recommend Adobe Photoshop, Corel Painter, PaintShop Pro or IrfanView. After uploading, some minor edits are possible on our Choose Format page: slight cropping, a zoom function and a black-and-white effect.

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.