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Frequently Asked Questions

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

Provided that your order is shipped with UPS, you can see the current shipping status of your order at www.ups.com. Go to the tracking page and enter the tracking number found in your shipping notification email into the field provided.

Alternatively, your au.photo.gifts customer service team will also be glad to help. The best way to contact us is via e-mail - info-au@photo.gifts.
We can work with .JPG, .JPEG, .PNG, or .GIF, up to a file size of 60 MB.
Please contact our Customer Service team with the correct delivery address.

Please note however that changes to delivery details are not always possible once an order has been placed.

Once your order has shipped we are unable to make changes to your delivery information, so we would ask you to contact UPS 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).
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.
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 info-au@photo.gifts 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.
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 hanger plate is available for Acrylic, Photo Board, Metal and Acrylic + Aluminium prints. Here’s how to get the best results when attaching the plate to your print.

Step 1: Using sandpaper, rub the area at the back of your print where you want to attach the hanger plate. Then clean the area with a lint-free (e.g. microfibre) cloth dampened with meths. Leave to dry.

Step 2: Place the hanger plate (with the anti-adhesive paper still attached) in your chosen position on the back of your print and trace out its outline.

Step 3: Remove the anti-adhesive paper from the hanger plate. Check the back of your print again for dirt, then press the hanger plate into position, evenly and firmly.

Step 4: Lay your print face down on a flat surface and leave it so that the adhesive can dry and harden. Your print will be ready to hang in 24-48 hours.
To keep your Acrylic, Photo Board, Metal or Acrylic + Aluminium print in great condition, please follow these care tips.

  1. Do not hang the print directly over a heat source or in direct sunlight.
  2. We recommend hanging larger print sizes on at least two nails or screws driven into the wall.
  3. Clean your print with a dry, soft, lint-free (e.g. microfibre) cloth, preferably while wearing soft fabric or vinyl gloves.
  4. Be gentle with your print when cleaning it. Do not use excessive force.
  5. Never use the following materials on your print: cleaning products containing more than 5% alcohol, acetone, benzene or carbon tetrachloride; abrasive cloths or brushes; abrasive detergents, degreasing agents or spray cleaners. Cleaning your print with any of these materials will tarnish it.

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