Frequently Asked Questions -framed prints

Check out our list of Frequently Asked Questions relating to our Framed Prints.

frequently asked questions
Got a question?
How do you create your maps and where does the data come from?

The origin of the data is via openstreetmap, however the design of the maps is taken and adapted  from stamen maps “watercolor” tile map which they kindly produce as an open source edition. The base data and design is compiled via GIS software, this is where the city views are chosen, and also allows us to go as detailed or as “strategic” as we like. Once the area of the map has been identified, we then use graphic design software to adapt the map features and produce the tailored colourschemes that you see in our products. 

What does 200 gsm paper mean ?

200gsm (grammes per square metre) is an indication of the mass of one square metre of paper. Typically the higher the mass, the thicker the paper is. Once the mass is above 200gsm the paper is considered to be card, so this is the highest mass at which we can reliably print and distribute. All our framed prints are made on a premium quality  200gsm enhanced matt finish paper.

Can i cancel my order?

It depends,if you have a change of mind/circumstances and want to cancel your order, please make sure to get in contact with us as soon as possible so that we can cancel the order before it has been printed and shipped. Unfortunately, we cannot cancel an order that has already been printed or shipped out.

Can I change my address after submitting my order ?

If the original address is incorrect, send an e-mail  to [email protected] as soon as possible so that we can alter the address. However, please note that we cannot change the address once the framed print product has been shipped from our production site.

The framed print product has been damaged during delivery. What do I need to do?

We are always sorry to hear that an order has not been delivered in perfect condition as we are committed to using the best quality shipping and delivery partners. It is also the reason why we use perspex in our frames to reduce the risk of accidental breakage, Using perspex will produce reflections, but at the present time we consider this the most viable means of shipping framed print products with the lowest risk of breakage.

However we know that accidents can occur as part of the shipping process. If  you see that damage has occurred, please send us images of your damaged product as soon as possible  and we will re-print your print and ship it back out with express shipping.

How long will it take to receive my framed print?

For most framed prints we advise purchasers to expect to wait  ten (10) business days before receiving their product. This is based on 5 days to print and prepare the frame followed by a further 5 days for shipping. However, if your print absolutely has to be delivered in a shorter period of time we do offer an express shipping service for an additional fee.

A further alternative is also to go DIY and opt for our digital products. We currently offer high quality resolution digital prints for 30cm by 30cm images, but can give you a quote for larger images. Remember, that our digital images are for personal use only and should not be used for re.use or commercial activities. 

Do you offer other styles? Can I customise my map?

Yes, we currently offer the possibility of changing the themes to your own choice of colours. We are also open to discuss further customisation with you. For example, the scale of the map or the location point for your city of choice can be customised. Send us further information via our contact page and we can then work with you.

What do I need to do to Order a Custom Home Portrait?
  • Choose the size of the custom watercolour home framed print image that you want us to prepare and add any customizing text in the box provided.
  • Upload a good quality non-copyrighted photo of  your home via direct email to us on the contact form or to [email protected]
  • By good quality we need a well composed colour image, with good contrast. The accepted range of pixels is between 2000px & 5000px. For further guidance please refer to our sheet which accompanies each of our custom products. Remember, the better the original photo, the greater the prospects of preparing the image that you are happy with.
  • • Preferred formats are jpeg or png. (if you have any doubts about an image just let us know).
  • • Once you have agreed on the image we will send it for print production. Given that we will work with you on the initial image the dispatch date will be variable. Printing and delivery is then likely to take between 10 and 14 business days.
What do your sizes actually refer to?

For our framed print products, the sizes (ie; 50cm by 50cm) refer to the actual size of the frame. The image will obviously always be smaller which will allow for mounts to be inserted with the frame. For example, our 30cm by 30cm product will have a 33cm by 33cm external measurement for the frame with an 18cm by 18cm image enclosed within a mount. Expect our larger frames to follow the same proportions. Our illustrative images aim to be as close to reality as possible, but variations may exist with the finished product.

Can I track delivery of my print?

Yes, we will send you a link as soon as the tracking service is activated for the parcel by our shipping partner. 

I live in a small village. Can you still prepare a map for me?

Maps of small villages are possible but the level of detail on the maps is less than for the cities. If you provide us with the location details, we can provide you with a digital draft free of charge so that you can assess whether you wish to make a purchase. 

Do you have a returns policy?

Yes, our policy on returned items is shown below:-

Our Returns Policy

We gladly accept returns and cancellations on our framed prints

Contact us at ([email protected]) within: 3 days of delivery

Dispatch items back within: 30 days of delivery

Request a cancellation within: 2 days of purchase

Unfortunately we don’t accept exchanges

But please contact us [email protected] if you have any problems with your order.

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, We can’t accept returns for:

Digital downloads

Conditions of return

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Our returns policy is included in our “Terms & Conditions” that we require purchasers to sign at the checkout.

How are your framed print products packaged?

for our framed print products we use double-walled cardboard box

Rigid, double-wall corrugated cardboard boxes (marked as fragile) which should ensure maximum protection for your purchase. For further details check out our images below:

Framed print should be marked as fragile,
Cardboard protective wrap for framed print product
Bubble wrap for Framed Print product
Built in hanger for framed print product
Final version of framed print product