Frequently asked questions

Here you will find the most frequently asked questions. We strive to make our website and processes as easy as possible. Please do not hesitate to contact us with any questions you might have. We are ready to help and always have a solution for you!

  • Canvas prints

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    • How thick are the frames of your canvas prints?

      Our frames are always 3 cm thick, with the exception of our 2 smallest sizes: 20 x 20 cm and 20 x 30 cm. Due to their ratio they are 2 cm thick. We have chosen to use 3 cm thick frames because they are sturdy and give a good quality result. At the same time the chances of the frame warping is very small with a 3 cm thick frame. But most importantly, this looks great on your wall!

    • How do I clean my canvas print?

      With a damp cloth softly wipe your canvas print. Do not use a scouring pad, this can take off the ink.

    • Can the canvas be used outside?

      Our inks are water based, which does not make the canvas suited for outside use. The wood and canvas will become saturated with moist and start to warp. If you want to hang the canvas outside, it will only remain pretty for one season.

    • Can I add a text on the canvas?

      Yes, this is possible. You can use the comment field in the ordering system to indicate that you want text on the canvas and tell us your desired text, font and position on the canvas. We will send you an example by e-mail for approval.

    • Can I add a note to the parcel because it is a present?

      Yes, of course! In the comment box just tell us that you want us to add a note and write your personal message. We will then add the note to your parcel before it leaves our facility.

    • Does the canvas come with a hanging kit?

      Yes it does! We always supply every canvas print with a FREE hanging kit. Our patented hanging system was developed to be very easy to use.

  • HD Metal

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    • What is HD Metal?

      HD Metal is a thin aluminum plate with a high quality coating on which your photo is applied with a special technique. The result is phenomenal: razor-sharp, vibrant colours, high gloss and ultra strong! It is scratch- and water-resistent, so it is perfect for outdoor use. HD Metal is suitable for various usages, for example as a painting or as a sign. HD Metal is the most beautiful thing we have ever seen! So forget dibond, forex, acrylic or regular aluminium prints, HD Metal is THE trend for the coming years!

    • How do I clean HD Metal?

      Because HD Metal is scratch- and water resistant, you can clean it easily. You can use the same cleaning products as you do for cleaning your windows.

    • Can you hang HD Metal outside?

      Yes you can! HD Metal is perfect for outdoor usage. HD Metal is water- and scratch-resistand, this allows it to hang outside for years!

    • Is HD Metal supplied with a hanging system?

      Yes it is! We mount the hanging system onto the print for you. Our patented hanging system is specially developed to make it easy for you to hang your print up on the wall.

    • Can I add text to HD Metal?

      Yes it is possible. You cannot add this yourself, we here at HelloCanvas will add this to your photo for you. Please fill in the comment box your desired text and where it needs to be placed on the print. We will send you a preview by e-mail for your approval.

  • Photo on wood

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    • What type of wood are you using?

      For our photos on wood we use high-quality pine wood from sustainable sources.

    • Can the photo on wood be used outside?

      Yes, a photo on wood can be hung outside, for example on the porch, as long as you make sure to protect it from direct weather influences.

    • Does the wood print come with a hanging kit?

      Yes, of course! We always send you a FREE hanging kit with our products. The hanging systems for photo on wood are easy to use!

    • Is the wood grain visible through my photo?

      Yes, indeed. This makes the photo on wood so special and its true charm is the natural but rustic look!

  • Posters

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    • On which paper is my poster printed?

      We print your poster on a 140g satin paper.

    • Can I hang my poster outside?

      Yes, the poster can be used outside but only temporary (1 day). The ink will not leak as the poster becomes wet but the paper will, over time, be damaged.

    • How do I hang my poster?

      Our posters are always delivered with a FREE set of stickers. For €3 extra, an extra set is supplied with various decorative hanging clips, ranging from various hip clips to pegs. There is then an appropriate hanging solution for every situation!

  • Framed prints

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    • What is a passepartout?

      A passepartout is a thick cardboard with a cutout, which is placed between the acrylic sheet and your photo in the picture frame. The passepartout (which is also acid-free to never discolour your photo) enhances the visual appeal of your photo.

    • Why do you use plexiglas to protect my framed print?

      During transportation of your framed print, real glas would be too fragile. This is why we decided to use plexiglas which was specially designed for framed prints. It has the same appearance as glass but is much safer.

    • Does the framed print come with a hanging kit?

      Yes, of course! We always supply a FREE hanging kit with each of our product. Our hanging kits make it easy to hang your photo frame up on the wall. For the smaller sizes, you can also choose a table stand.

    • Can I switch out the photo in the photo frame?

      No, unfortunately, this is not possible. The photo print is fixed and cannot be exchanged.

    • How many photo frame colours can I choose from?

      There are 4 photo frame colours to choose from: white, black, oak and whitewash oak.

    • Is my photo already in the photo frame?

      Yes, it is. We supply the photo frame with the photo already in it. No more searching for the matching photo to your picture frame!

    • What can I expect of the photo print?

      We print your photo on high-quality professional photo paper. This way, we achieve the perfect result and your framed print becomes a true work of art!

  • Phone cases

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    • What is a phone case?

      A phone case a plastic case that clicks onto the back of your phone. Therefore your phone is protected against damages. By adding your personal photo to the case you will always carry a fond memory with you!

    • Which phone case models do we have?

      HelloCanvas has phone cases for the following models: Apple iPhone 4/4s, 5/5s, 5c, 6/6s, 6/6s Plus, 7, 7 Plus, 8, X and for Samsung the Galaxy S3, S4, S4 Mini, S5, S5 Mini, S6, S6 Edge, S7, S7 Edge and S8.

    • Can you remove and add the case easily to your phone?

      Yes, it is very simple. You can just click the phone case on or off. That way you can add a phone case for any occasion.

    • Can I clean a phone case and is it scratch resistant?

      Yes, you can clean the phone case with water and soap. The coating for the phone case is very strong and scratch resistant.

  • Floating frames

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    • What is a floating frame and what does it look like?

      A floating frame is a wooden frame that goes around the canvas print. It is like hanging your photo in a picture frame. This gives your canvas print a more exclusive look. Highly recommended! You can choose from 3 colours: black, white and bare wood. For HD Metal there are no floating frames available at the moment.

    • Can I buy a floating frame on its own?

      Unfortunately this is not possible. Our floating frames are not sturdy enough to be shipped on their own and they have been created especially for our canvas prints.

    • How deep are the floating frames?

      Our floating frames are 4cm deep, making them very sturdy and of great quality.

  • Collage tool

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    • How do I create a collage?

      We have made ordering a photo collage as easy as possible for you. In our photo collage maker, you can choose the desired product, size and design. Unleash your creativity and edit your picture collage by rotating your images and zooming in or out. Keep experimenting until you are entirely satisfied with your design! You decide what your ideal collage will look like. Finish your creation by choosing a colour for the borders. Do you have a specific colour code you would like to use? No problem at all! Use the colour picker to select your own unique colour!

    • The collage tool is not working well, why is that?

      It could be a number of things, e.g. your photos are too large for our system. Please ensure that your photos are about 1 MB. This is sufficient for a perfect result. It could also be that a cookie is blocking our tool. Please clear your browsing data and the tool should work without a hitch. If it still is not working, we would advise you to install Google Chrome and use this browser for creating your collage.

  • Cropping- and ordering system

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    • How do I order one of the products?

      It's really simple! Go to our "order" page and upload your digital photo. You can then choose the cropping you want. Follow the steps to enter your details and complete the payment. Your product will be delivered within 4 working days. Easy, right? If you have any questions about the process, you can always contact us. We are happy to help you!

    • How do I select a croping for my canvas print? How does the cropping system work?

      Our canvases are either 2 cm or 3 cm thick. We have chosen these thicknesses because they are sturdy and it gives great quality. It also keeps the canvas hanging straight against the wall. Parts of the photo will wrap around the sides of the canvas and that can cause essential parts of the photo to end up on the sides. If this does not give the desired result there are 3 other wrapping options to choose from:

      • Stretched sides. Select this option to have only a small part of the photo stretched over the sides. Almost everything else will fit on the front of the canvas print.
      • Mirrored sides. The system will copy the sides of your photo and mirror them onto the sides of the canvas.
      • Coloured sides. The image stays on the front of the canvas and you can select a colour for the sides.

      If you are having trouble with finding the correct cropping, you can also choose to have HelloCanvas determine the cropping for you. We would be happy to do this for you. Please describe your preferences in the comment box.

    • The photo does not really fit on my canvas, what do I do now?

      If none of the wrapping options in the cropping system provide the correct result, you can choose to have us determine the cropping for you. We can often use special techniques to ensure that the photo fits well perfectly on the front. In the comment box please describe your preferences. If necessary, we can send you a preview for you to approve before processing your order.

    • How do I crop my photo on HD Metal? And how does the cropping system work?

      After you have uploaded the photo into the system you can choose your cropping. With HD Metal a small rim around the photo will be left out.

    • How do I crop my photo for a poster? And how does the cropping system work?

      After you have uploaded the photo into the system you can choose your cropping. With posters a small rim around the photo will be left out.

    • How do I crop my photo on wood? And how does the cropping system work?

      After uploading your photo you can determine the cropping. In comparison with a photo on canvas, only a very small border of your photo is lost. The preview shows what your photo on wood will look like.

    • How do I crop my photo on a framed print? And how does the cropping system work?

      After you have uploaded the photo into the system you can choose your cropping. Unlike canvas print, only a small rim around the photo will be left out whether or not you choose a passepartout.

    • How do I crop the photo for my phone case? And how does the cropping system work?

      A phone case is quite narrow, which means parts of a photo will not be printed. The grey area of the cropping system tell you what will be printed onto the sides of the case. These areas are visible on the sides of the case, giving it a great 3D effect.

    • How do I order an effect?

      We offer various effects that will make your photo even more beautiful! Most of our effect are handmade by one of our graphic designers for you. After you have chosen your cropping, you can choose an effect to add to your photo. When slecting our paid for effect you will always receive a preview via e-mail before processing your order, to give the go ahead. However we also offer various fun free filters. These filters will give your photo, e.g. a retro-look, more colour or a deeper black & white. You can add these filters when you are selecting your cropping for your photo.

    • Can I get one photo divided over multiple prints (triptych)?

      Yes, this is not a problem. Upload the desired photo and select the size you want it to be printed on. Indicate in the comment box that you would like to have the photo divided and printed on multiple frames. On the following page you can choose the quantity of frames you would like the image to be divided on. Before we process your order, we will send you a preview by e-mail for approval.

  • Digital photos

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    • What size should a digital photo be for a good result?

      Your digital photo is suitable for processing if it is at least 250 KB. However, the larger the photo, the better the result. It is wise to set your camera to the largest possible resolution. In doubt whether your photo is suitable for a good result? Just contact us. We are happy help you!

    • How can I see the file size of my photo on the computer?

      You can check the size yourself. Move the mouse over the photo and right mouse click on it. On Windows computers, you can see the size of the photo when selecting "properties". If you are using an Apple computer, choose "show info". You can see the size of the photo in KB or MB. 1 MB is 1000 KB. In doubt whether your photo is suitable for a good result? Just contact us, we would love to help you!

    • Which resolution (DPI) and which colour profile do you use for printing?

      Our printing profile is sRGB. The resolution amount really depends on the quality of the photo/image you suply us. If you would like more information about this, please e-mail us your photo. We will happily advise you further.

    • Can I e-mail my photo to you so that you can see if it is suitable for one of your products?

      Of course, this is no problem at all! We would love to give you advice. Never hesitate to contact us, we would love to help you. That's what we are here for!

    • What is the maximum size of a photo or a file that I can upload?

      The largest file you can upload is 40 MB. If your file is bigger, you can e-mail the photo using for example WeTransfer, a free file sharing website. Please mention your order number in the comment box when e-mailing us your photo.

    • Why is my photo too small? And what can I do about it?

      A photo or image can be too small for printing. There are a variety of reasons:

      • You could have cropped or edited the photo yourself, which made the file too small.
      • The file size has shrunk when you send it by e-mail, Hotmail and Gmail are good examples. They can decrease the file size of the photo when sending it on. You have to add the photo as a "file" instead of a "picture". This way, the photo does not shrink.
      • Photos from Facebook, Instagram, WhatsApp or other social networks are often too small because they are saved in a smaller resolution.

      If you need advise about your photo you can always contact us, so that we can check together if your photo is suitable for printing. We are here to help! If all of your photos are too small, you can choose to create a fun collage with our simple and free collage tool. This enables you to use smaller photos. Also photos sent to you via WhatsApp are perfect for this!

    • Can I use photos from a mobile phone or the Internet?

      The quality of photos made with mobile phones is increasing, but sometimes the file size is too small for a good result on canvas. This often has to do with the fact that the photo was sent or taken with WhatsApp. In that case, you can choose to make a collage. Our free collage tool is perfect for these kind of photos!

      Photos from the Internet can also be too small for a good result. You should first see how large these images are. Move your mouse over the photo and right mouse click on it. Using Windows, you can see the size of the photo under the option "properties". Or, on Apple computers, select "show info" . In doubt whether your photo is suitable for a good result? Just give us a call. We would love to help you!

    • Can I use other files than JPG/JPEG's? For example text files or a PDF?

      Yes, this possible! You can use all files types to upload into our ordering system. However our cropping system only enables you to crop with JPG/JPEG, PNG, GIF, TIFF or BMP. In the case of using a different file type, you can use the comment field to tell us how to crop your photo. If necessary, we will send you a preview of your photo on the size you have ordered.

  • Prices and payment

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    • Why are your products so cheap?

      We are one of the largest suppliers for canvas prints and HD Metal in Ireland and the UK, therefore we can purchase our materials in high volumes. Because we are specialized in these products we can work with the latest technologies and have an ultra modern production facility to our disposal. That is why we can offer you the best quality at the lowest price.

    • How can I pay for my order?

      You can purchase your products with various payment methods; credit card, debit card and PayPal.

    • Can I pay securely on HelloCanvas?

      Of course! Our payment system is very secure and reliable. All payments are processed through a secure connection.

  • Shipping and delivery times

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    • What is the delivery time of your products?

      We will always deliver within 4 working days after we have received your payment!

    • How is my product packaged and shipped?

      We deliver a fragile product, therefore we package it carefully. We first wrap the product with protective foil and place it in a custom made shipping box. Sadly, it can happen that a product is damaged during transport. If this happens, please contact us. We will provided you with a suitable solution.

    • Which shipping service do you use?

      We use various shipping services dependent on the size of the parcel. The sizes 20 x 20 cm up to 60 x 90 cm are delivered by DPD. The sizes 60 x 90 cm and larger are delivered by UPS.

    • What happens if I am not home for the delivery?

      We will send you an e-mail with your track-and-trace number once your parcel has been scanned by the depot in Oldbury. This way you will know exactly when it will be delivered. If you are not home, you will receive a note from the courier to reschedule the delivery.

    • Can the product be delivered to a different address than my own?

      Yes, of course. You can enter a different delivery address in the ordering system, after you have entered the invoice address. This might be your office, a friend's or a family member's address.

    • Can I choose a delivery date and time?

      Sadly, this is not possible. We will send you an e-mail with your track-and-trace number when we ship out the parcel. That means you will know exactly when the parcel will be delivered.

    • Will I get a notification (track-and-trace link) when my order is dispatched?

      Yes, we will send you an e-mail with your track-and-trace number when we have dispatched your order. After clicking on the link you will know exactly when the parcel will be delivered to you.

  • Quality and guarantee

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    • How good is the quality of the canvas prints?

      We aim for top quality! You should not expect anything less from us. Despite our low prices, we dare to say that we deliver the best quality possible. We work with the most modern and colour-correct printing technology available. Our inks are UV-resistant and do not fade. The frame is made from durable thick wood which prevents the canvas from bending. Behind the canvas material, we mount a sheet of cardboard to add firmness. This also prevents the canvas material from becoming see-through.

    • How good is the quality of HD Metal?

      We aim for top quality! You should not expect anything less from us. Despite our low prices, we dare to say that we deliver the best quality possible. HD Metal consists of a thin aluminum plate where the photo is applied to. The print quality is phenomenal! It is very detailed and so much more vibrant then dibond or other aluminum prints. HD Metal has a higher gloss to it and is less vunerable than acrylic prints.

    • How good is the quality of posters?

      We aim for top quality! You should not expect anything less from us. Despite our low prices, we dare to say that we deliver the best quality possible.

    • How good is the quality of the photos on wood?

      We always aim at the highest possible quality! You should not expect less from us. Even though we offer such low prices, we dare to claim that we deliver the best service and quality in our branch of trade! The wooden slats are 14 mm thick and are made of whitewashed pinewood from sustainable sources. For your photo on wood we use the latest printing technology and thus, the inks are water- and scratch-resistant. The grain of the wood is visible through your photo and this adds to the natural and rustic charm!

    • How good is the quality of the framed prints?

      We aim for top quality! You should not expect anything less from us. Despite our low prices, we dare to say that we deliver the best quality available on the market. Our photo frames are made with sturdy synthetic material, the passepartout are large and acid-free, your photo is printed on professional photo paper.

    • How good is the quality of the phone cases?

      We aim for top quality! You should not expect enanything less from us. Despite our low prices, we dare to say that we deliver the best quality possible. We work with the most modern and colour-correct printing technology available. Our phone cases are made from a special plastic that protects your phone really well. The print quality is phenomenal! You will not see anything else like it.

    • How long does the guarantee last?

      We have an extensive guarantee. We have a complete "money back guarantee". Now you might think: I hear this all the time, but what does this really mean? It means that if there is anything wrong with the product, we will remake it for you or directly refund your payment. We also give a 2 year guarantee on our products, and on top of that a 75 year colour guarantee. Our goal is to make you extremely happy with your print and that it will be on your wall for years to come.

    • Do you care about the environment?

      We do our best to avoid harming the environment during our operations. We use water-based inks that do not contain chemical components. We try to reuse packaging and use various energy-saving solutions.

  • Gift vouchers

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    • How do I buy a gift voucher?

      Select a gift voucher in the ordering system, various fixed amounts are possible. We will create your gift voucher manually, with any personal message you would like. Then we send it to you as a PDF by e-mail. You can either forward it on to the recipient or print it out to give.

    • How can I redeem my gift voucher?

      If you have received a gift voucher from us, you can use it at the end of our ordering process just before proceeding to payment. Enter the code in the coupon code box and click update. The amount will be automatically adjusted.

    • I have a gift voucher but want to pay extra to receive a larger size. Is this possible?

      Yes, of course. You can place the order and select the desired size. Enter the gift voucher code in the "coupon code" box before proceeding to payment. The value will be deducted from the total amount.

    • I have a gift voucher for a large canvas size but I want to order multiple smaller sizes, is this possible?

      Yes, this is no problem at all. Your gift voucher represents a certain value. It does not matter how you divide this across various prints. Order the prints you want and at the end of the ordering process, right before proceeding to payment, enter the code in the coupon code box. Click update and the gift voucher value will be deducted.

    • Can I use multiple gift vouchers or discounts codes for one order?

      Sadly, this is not possible in our ordering system. You can only enter 1 code at a time. If you want to use 2 gift vouchers, you can place 2 orders. If you want to combine 2 gift vouchers for one large canvas, please contact us. We will arrange this for you!

What customers are saying about us

Excellent 9.6 of 10!

3771 customer reviews

Hi, I'm Amanda. I am working at the customer service department from HelloCanvas. Do you have any questions or remarks, or do you simply want to say hi ;) just give us a call! We will do everything we can to provide the best service possible.

01 442 9616 info@hellocanvas.ie
Amanda

Hi, I'm Jeffrey. I am working at the customer service department from HelloCanvas. Do you have any questions or remarks, or do you simply want to say hi ;) just give us a call! We will do everything we can to provide the best service possible.

01 442 9616 info@hellocanvas.ie
Jeffrey

Hi, I'm Esmee. I am working at the customer service department from HelloCanvas. Do you have any questions or remarks, or do you simply want to say hi ;) just give us a call! We will do everything we can to provide the best service possible.

01 442 9616 info@hellocanvas.ie
Esmee

Hi, I'm Amco. I am working at the customer service department from HelloCanvas. Do you have any questions or remarks, or do you simply want to say hi ;) just give us a call! We will do everything we can to provide the best service possible.

01 442 9616 info@hellocanvas.ie
Amco

Hi, I'm Walter. I am working at the customer service department from HelloCanvas. Do you have any questions or remarks, or do you simply want to say hi ;) just give us a call! We will do everything we can to provide the best service possible.

01 442 9616 info@hellocanvas.ie
Walter

Hi, I'm Bastiaan. I am working at the customer service department from HelloCanvas. Do you have any questions or remarks, or do you simply want to say hi ;) just give us a call! We will do everything we can to provide the best service possible.

01 442 9616 info@hellocanvas.ie
Bastiaan