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FREQUENTLY ASKED QUESTIONS

We are often asked the same questions, so we thought we'd put a page together with all this information, in the hope it might save everyone a bit of time.  Patrick wanted to call it "Questions We Are Always Asked" but Lynne came up with "Frequently Asked Questions" which we thought was a little punchier. 

Lead Times

Lead times for photos on canvas and the other personalised prints can vary depending on order volumes and the time of year.  Generally, we’d ask you to allow between 5 and 7 days (give or take a day or two) but if you are stuck and need something in a real hurry, let us know and we will do our best to help.  Where an order is needed by a particular date, we would be very grateful if you could indicate that when placing your order and we will include it on our production planner.

For iTunes and Birth Scrolls, we would ask for up to 10 days as there is a little more work involved in putting these together.  For our art prints, we generally work to a 4-5 day lead time

 

Collection

At this time, it is only possible to collect a print from Kinsale, where all our work is produced.  We’re sorry if this causes you any inconvenience but it makes sense to have one central production facility and deliver direct to your home or place of business.

 

Delivery

All prints are delivered by the Irish postal service - An Post.  We take great care in the wrapping and boxing of our prints and we hope they arrive to you not only safely - but looking good.  We’ve recently added some nice stamps to our boxes along with hand stamped gift tags, so if your order is a gift, you can be sure the recipient will be impressed before they even open the box.

 

Irish Delivery

You will need to sign for your order and will recieve a tracking code for use on the anpost.ie website.  Unfortunately, once an item has left us we have no control over the time of the day it is delivered and are unable to advise you on this.  We understand this can be difficult so we would generally advise delivery to a work place where possible.  Alternatively, you will be able to collect from your local Post Office for a period of time in the event that delivery cannot be made to you.  Once an item has been returned to us because of an inability to deliver or because it was not collected from the depot or Post Office, a delivery charge will be incurred for re-delivery.


Overseas Delivery

We are delighted to ship our prints worldwide.   They are despatched with the Irish Postal Office and will be delivered by your local Postal Service.  For general guidance on shipping costs, see our Delivery Prices information page - but costs may vary depending on quanity and weight.  You will see your final delivery charge at the checkout.Please be aware that where extra importation or customs duties are applied, this will have to be covered the customer and we cannot advise you on any possible liability.


VAT

 All our prices include VAT at 23% which is the standard rate in Ireland and all orders placed through the site (including international non-EU orders) are charged VAT.  We are very happy to provide you with a VAT invoice - just ask!

 

Sizes and Prices

Although we have lots of different sizes and prices for the various types of personalised photo prints we make, it is very easy to find a size and price on the site.  You can even filter by shape or print type in order to make the search even quicker.  We would be most grateful if you could have a look at the prices page for this information. We are very happy to make custom sizes for you but extra charges and lead times may apply.

We are children of the decimal age and work in the metric system! However, we speak imperial too so if you need to converse in inches, we can handle that.  Please be aware though that all orders are placed using metric dimensions.

 

File Quality Issues

This is the single most frequent of our frequently asked questions - “Is my file good enough to print?”.Our goal is to make ordering a print as easy and quick as possible so we don’t want you to worry about file quality - please let us take care of it for you.  If you have concerns about your image, just email it to us before you order and we will advise you on the quality and suggest an appropriate size.

 

But our bottom line is this: we will never print an image which we think is not good enough to print.  We want every customer to be truly delighted with a photo print from The Canvas Works so if we don’t think your image is good enough to print, we’ll tell you and help you find an alternative. Very often, we find that with our assistance a customer can locate a better quality version of the file from their phone or computer but here are some general tips that might help.

  1. Where you are supplying from a smartphone like an iPhone, make sure to send the image at ACTUAL or ORIGINAL SIZE.  Don’t compress it or make it smaller.

  2. Where the file is coming from Facebook, try to download a high resolution version.

  3. If you are scanning a physical photo, scan the photo area only at 400dpi at the orignal size.

In the event that you place an order with a poor quality file, which can’t be improved or replaced with a better alternative, we are very happy to offer you a no-quibbles full refund.

 

File Formats

Our website works best with high res jpeg files but we can also accept .PNG and .TIFF files (you will need a good broadband connection to upload TIFF files).   

If you want to use an old photograph, you can either scan or photograph it yourself or send it to us in Kinsale and we will do it for you and return the original with your print.  (Photos are sent at your own risk - no liability for loss or damage is accepted).

 

Quality & Finish

We believe you will not find a better looking and better finished canvas, framed, photo or wood mount print anywhere in Ireland or Europe! We take great care and pride in our work and we very much hope this is evident in the quality of our products.  Our work regularly gets great feedback on facebook and where we do make a mistake, we will put it right as quickly and efficiently as we can.  


Trade Discounts, Wholesaling, Payment Terms

Payments on our website are processed quickly and securely. We accept all major credit cards and you can also pay with Pay Pal if you prefer. Our site is hosted on Shopify - one of the world’s best hosted e-commerce solutions - which means you get a fast, secure and totally up to date experience whilst browsing our site on any kind of device. Unfortunately we are not able to offer special pricing for trade orders, nor do we offer a wholesale service or credit terms for payment. However, we do run exclusive offers and promotions to our customer base so we do advise subscribing to our newsletter for the best offers and deals.

 

Opening Hours in Kinsale

We open from 10am to 6pm Monday to Saturday.  In the summer months, we also open on Sundays.  If you are planning to visit the store in Kinsale, we advise calling ahead just to make sure the right person is there.

 

Dublin Store? Not yet, but we’re working on it!

 

Customer Care

We are always happy to hear from you! Call, e-mail or contact us on social media.  We generally don’t advise leaving a voice mail message however - it’s better to call back or contact us via facebook or twitter.

  • Dublin: 01 5242419
  • Kinsale: 021 4700972
The Canvas Works Ltd
20-21 Main Street
Kinsale
Co Cork
Registered No: 492024
VAT: IE9774770B


Thanks for reading! Still got a question? Okay, but this better be good....