FAQ
Some of your most asked questions is below. If you still have questions don't worry to reach out to our support team.
ORDERS
WHAT PAYMENT OPTIONS CAN I USE?
We accept instant bank transfers (online banking), PayPal and credit cards such as VISA, Mastercard, AMEX.
Please note:
With instant bank transfer it can take 3-5 days until we receive your payment. We can only process your order after we have received the money.
WHERE WILL MY ORDER BE PRODUCED?
Your order will be produced depending on where you live and order your product. We work with different printing studios in Germany, the UK and in the US.
DO YOU WANT TO COLLECT YOUR ORDER FROM US YOURSELF?
Please understand that for logistical reasons our products can only be shipped, so it is not possible to collect your order yourself.
I NEED TO CANCEL OR CHANGE MY ORDER. HOW DO I DO THAT?
Please contact us immediately if you need to change or cancel your order. Please understand that we can only make changes or cancellations 24 hours after your order has been placed.
MY ORDER STATUS SHOWS "NOT PROCESSED". WHAT DOES THIS MEAN?
"Not processed" means that your order has been successfully received. Once your order has been processed and shipped, you will receive a tracking number and the status will change to "Shipped".
WHEN WILL MY ORDER ARRIVE?
Each one of our fine art prints takes approximately 2-5 business days to print, mount, frame and ship. Once shipped, you’ll receive a tracking number from us so you can keep an eye on things. Most orders take 3-5 days in transit.
No, we do not include an invoice with your order just a branded packing slip. You will recieve everything via mail.
Our fine art prints make great gifts. We also offer GIFT CARDS if you’re unsure of what to choose for that special someone.
MY PRINT ARRIVED DAMAGED. WHAT SHOULD I DO?
On the rare occasion that your print arrives in anything less than perfect condition, please let us know immediately. Kindly send some photos of the damaged piece and the box that it came in to support[at]canvasmap.de so we can help. Please always be sure to include photos of the box or boxes that your art arrived in, even if there are no obvious signs of damage.
MY ORDER IS LOST, WHAT SHOULD I DO?
If your order has been marked as delivered but you have not received it please let us know by emailing support[at]canvasmap.de and we will track it down.
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ARTWORK
CAN I FRAME THESE PRINTS MYSELF?
Yes, we offer unframed prints so you can customize the look and feel of your final piece. Just select “no frame” when adding the artwork to your basket.
WHAT DO YOU RECOMMEND FOR HANGING HARDWARE?
Each of our frames comes ready to hang with wall buddies that make for easy hanging. Depending on your wall we recommend using screws for our smaller sizes and an anchor for our two largest sizes.
ARE ANY OF YOUR PRINTS SIGNED OR NUMBERED?
On occasion we release signed and limited editions. The best way to stay informed is by signing up for our newsletter.
DO YOU USE GLASS OR ACRYLIC FOR YOUR FRAMED ART?
It depends on the size of the print you order. The three smaller sizes come with finest high quality glass windows. We use a thick sheet of UV blocking acrylic for the two biggest sizes of our fine art prints. Despite being more expensive than glass, we’ve chosen to frame with acrylic because it offers superior protection and is less likely to arrive damaged in transit.
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RETURNS & CANCELLATIONS
WHAT IS YOUR RETURN POLICY?
Each piece is custom printed, mounted and framed just for you so we are unable to accept returns.
CAN I EXCHANGE MY PIECE FOR A DIFFERENT SIZE?
All sales are final, we are unable to accept a return or exchange as all pieces are custom made to order just for you.
CAN I CANCEL OR CHANGE MY ORDER?
All cancellations and order changes must be made within 24 hours of the original purchase. We custom print and frame each piece just for you so are unable to make adjustments once we begin the framing process. Sorry!
HOW CAN I RETURN A PRODUCT?
If you are not satisfied with your purchase, simply contact us by e-mail within 14 days of placing your order. Please include your order number and the reason for the return. You will receive all further information from us by e-mail.
WHAT HAPPENS IF THE PRODUCTS ARE DEFECTIVE OR FAULTY?
Please contact us within 7 days if your order is defective or faulty. To ensure a smooth refund, please provide us with your order number, photos of the broken product and all relevant information about the product you received. We will do our best to resolve the issue as quickly as possible.
THE COLOURS ARE NOT THE SAME AS IN THE SHOP. HOW COME?
The colours on the internet are often displayed differently on the monitor and are therefore not colour accurate. This can be due to the monitor calibration and to the different colour spaces of monitor (RGB) and print (CMYK).
Please note that we do not accept any liability for colour deviations between the photos on the Internet and the delivered goods. (see also our Terms of service)
HOW LONG DOES A REFUND TAKE?
Refunds can take up to 5 working days. You will receive an email confirmation once your refund has been processed. All refunds will be made using the same payment method you used to make the purchase. If you paid by credit or with debit card, we would transfer the refund amount to your account within 5-7 working days of receiving your refund. If you paid by PayPal, we would credit the amount to your PayPal account.
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WORK WITH US
DO YOU OFFER A TRADE PROGRAM?
Yes, we work closely with many interior design and hospitality groups. Please get in touch if you would like to work together. Find further information in our footer section.
HOW DO I SUBMIT MY PORTFOLIO?
In our footer located you will find a subpage to submit your best pieces of art and our curation team will review these submissions carefully.
I HAVE FURTHER QUESTIONS: HOW CAN I REACH YOU?
If you have a question about our online shop, your order, or any other topic, you can always contact us by e-mail. Simply write a message to hello@canvasmap.de or use the contact form. Our support team will get back to you as soon as possible.
