Help and Support (show all answers)

Please read the FAQ before getting in touch with us as we may already have the answer to your question here.

How to place your canvas print order

• Step 1 - Upload your photos for printing

   

  Uploading your photo for printing

  Start on the Pixtrix Home page.

   

  

   

  Choose your category

  Canvas Prints (wall hanging prints) or Canvas Prints + Stand (comes with a display stand already fixed on).

   

  

   

  Pricing page

  Click the "start ordering" button at the bottom right of the page to start the order process.

   

  

   

  Upload method

   

  

   

  Click the Add Image button and choose your photo.

   

  

   

  Click the "Send" button to start the upload - the upload can take a few minutes, depending on the file size!

   

  

  

   

  Move your uploaded photo to the "selected for printing" box and click the "start ordering button"

   

  

   

  

• Step 2 - Configure your canvas print (Size, Edge Style and Depth)

   

  Editing your canvas print using the Canvas Print Editor

   

  

   

  EXAMPLE:  12x12 CANVAS PRINT WITH GALLERY EDGES AND A DEPTH OF 18mm.

  Remember:  Gallery edges will wrap part of the photo around the sides of the canvas print so it's not very good for close-up portraits!

   

  

   

  EXAMPLE:  12x12 CANVAS PRINT WITH WHITE EDGES AND A DEPTH OF 18mm.

   

  

   

  Add to shopping cart

   

  

• Step 3 - View shopping cart and check out

   

  View Shopping cart

  View your shopping cart.  NOTE:  You will ONLY be able to enter your voucher code (if applicable) once you have registered on Pixtrix and signed in.

   

  

   

  Register or Sign in

   

  

   

  Enter your voucher code

  Please note: You can only use one voucher per order.  If you activate more than one voucher you won't lose it, it will simply register against your account for future use.
  

   

  

   

  Delivery options and Shipping details

   

  

  Complete your order

  Click the "next" button and pay any balance, if applicable.

   

  

   

  AND THAT'S IT!

Editing your photos

• How can I change my photo to black & white or apply other artistic effects on the Pixtrix website?

  Watch this short video to see how!

   

Frequently Asked Questions

• Where do I put my voucher code in? I can't see a place to do it.

   

  You will only be able to enter your voucher code once you've added your canvas print to the shopping basket and registered on our website.  See Step 3 of How to place your canvas print order in this Help section.

   

• How long will my order take?

  
  UNTIL FURTHER NOTICE THERE IS NO SPECIFIC PROCESSING TIME FOR ORDERS.  Therefore if you require your order by a certain date please advise immediately by email or via your order comments and we will ensure you have it on time.

  We aim to deliver as quickly as we can however we advise 15 working days as "standard".  When we are very busy it can (and does) sometimes take longer so if you require your print by a certain date please get in touch immediately.

   

• My voucher has expired - what can I do??

   

  Please email us and we will do our best to accomodate you, based on individual circumstances.

   

• How can I check the status of my order?

   

  Please log in to your account here or via the "Sign in" link at the top of the page.  Once logged in you will be able to view all your orders and their current status. 

   

• I bought a voucher for a 12x12 inch print (or 8x10, 12x16, 16x16). Can I order another size print instead?

   

  Yes!  You can order any size print you like - you simply pay the difference in price, if any.

   

Terms & Conditions / Delivery Terms

• Terms & Conditions

   

  Please see our specific Delivery Terms as well.
  

   

  GENERAL TERMS AND CONDITIONS

  1. All sizes are quoted in inches except where stated.  If you require a certain depth of canvas, please specify "18mm" or "38mm"
  
  
  2. 10% Member Discount on Newsletter sign up is valid for the duration of your Newsletter membership but may not be combined with any other ad hoc or seasonal special offers. The Member Discount is valid for the life of your membership only - if you unsubscribe from our Newsletter, you will no longer qualify for the 10% Member Discount.
  
  
  3. No promotions, coupons / vouchers or seasonal special offers may be combined with any other offers - only one offer at a time is allowed and where noted only one coupon code or voucher can be used per transaction.
  
  
  4. *We can not guarantee delivery by a certain date or time (at any time of the year). Your print order will take a minimum of 15 working days to process for voucher based orders, after which they will be despatched - however we can not be held to account for delivery delays caused by either the weather or production / delivery backlogs caused by bad weather or other unforseen circumstances. Please note that DELIVERY TIMES CAN BE UP TO 8 WEEKS where the orders are from daily deal voucher sales and production of such orders is based on availability of resources and stock. 
  
  
  5. No compensation will be paid for late deliveries under any circumstances nor will we be held responsible for failed deliveries due to incorrect addresses supplied or no-one being in to receive the parcel.  If you have paid for a timed delivery option please ensure that the address given is appropriate for a week-day delivery as we can not be held responsible for failed deliveries due to no-one being in.
  
  
  6. If you have paid for a tracked delivery option we will supply the tracking number for your convenience on request.
  
  
  7. All of our prints are prepared using sophisticated software to get your photo ready to print and are then printed using large format printers. They are then coated, stretched and framed by hand. As each canvas print is bespoke and created especially for you (ie our canvas prints are NOT a mass produced product), they take longer to produce and ship than normal "off the shelf" items.
     
     We therefore ask for your patience and understanding while we produce your top-quality print. If you need your print by a specific date please be sure to email us.  If you don't do this and we miss your important deadline we cannot be held responsible.
  
  
  8. All prices include VAT.  Standard shipping fees apply where applicable and is based on your selection.
  
  
  9. Except where a voucher has been purchased via a special purchasing platform, we reserve the right to withdraw any offer at any time.
  
  
  10. For URGENT orders, please email us immediately with your special date request!  If you have ordered with the free shipping option we may, at our discretion, charge the relevant fee to expedite your order.
  
  
  11. We reserve the right to ship your order using any method at our disposal.
  
  
  12. NOTE:  Any order that has been returned to us by our shipping partners due to an incorrect address provided or not having anyone available to sign for your order will result in additional shipping charges being incurred before we arrange a redelivery.
  
  
  13. Please check that your shipping address is correct as it can't be changed after the order has been finalised.
  
  

   

  QUALITY ASSURANCE

  1. Our monitors and printers are calibrated using Spyder calibration devices and internal Gretag i1 spectrometers, respectively.  There is always going to be a difference (however marginal) between what you see on your monitor, vs what we see on ours; and the printed result because of the differences in monitor calibration as well the difference between projected light (your monitor) and reflected light (your print).
  
  
  2. Our colour management system ensures that no colour cast will occur during the printing process itself, therefore it is understood and accepted that any colour casts present are as a result of the supplied image, not our printing process. We will, however, monitor the colour in your print and will inform you if there is an obvious problem.
  
  
  3. We will colour correct if there is an obvious colour cast or other problem, but generally we will print what you send us.  Colour and contrast will be adjusted based on the operator's experience but again this is only if there is an obvious need to do so. 
  
  
  4. We will not accept a return based on perceived colour issues when we have made no changes to your image file.
  
  
  5. All of our products are made to order and can not be resold - therefore once you finalise your order we can not accept returns or give a refund unless there is a fault with the print itself (the canvas or bars) or we have failed to follow your instructions.
  
  
  6. All special instructions and order changes are to be made in writing, by email or via your account on our site - verbal instructions are great, but unless we have them in black and white we can't monitor them and won't be held responsible for mistakes made due to instructions not being adhered to, unless in writing.
  
  
  7. You accept that the image you upload, edit and configure using the provided online tools is what we will use to print your image - ie. your uploaded, self-edited photo is what we will print - and your use of these of tools is considered an acceptance of the terms and conditions of this website. 
     

   

  PRIVACY

  1. All your details are safe with us - we will never share them with any third party, nor will we sell or rent your email address to a third party.
  
  
  2. We may from time to time email you with special offers we think you might be interested in, based on your previous purchases with us.  You may unsubscribe from any such mailings, at any time.

   

  PAYMENT

  1. We use Paypal as our payment processor - safe, secure and worldwide.

   

  VOUCHERS / COUPONS

  1. The money off vouchers sometimes supplied with completed orders requires a minimum spend of £25.50 (the smallest REGULAR priced framed canvas print) although you may choose any of our products, the discount won't be applied until the value of your order equals or exceeds £25.50.

   

  Canvas Prints and Art from your Photos, also printed on to Fine Art paper in Swindon, Wiltshire, South West and all of the UK.

• Delivery Terms

  
  
  

  Due to inconsistent and unreliable deliveries using 1st Class post we are changing to a tracked service with Royal Mail and introducing a courier service.  The benefit to our customers is that they will be able to track their order from the minute it leaves our premises to when it's delivered.  Customers and us alike will have peace of mind that their item is on the way, and know where it is during the delivery cycle.  As with all good things, there is often a downside and in this case it means we need to charge a shipping fee consistent with this type of service. Unfortunately free delivery is no longer economically viable, particularly as our pricing is now so competitive.

  This means that even if you purchased a voucher which included free delivery there will be an additional delivery charge added to your purchase if you choose any of the tracked options.  Of course you have the choice - you may choose the untracked service which will remain free (for free delivery promotions), or choose the Tracked option which will incur a charge.  

   

  We now have the following delivery options:

  
  

  TRACKED FROM PICKUP POINT - UK ONLY

  1. Royal Mail Tracked Delivery in 2-3 working days from date of despatch - £4.50

  2. Royal Mail Special Delivery by 1pm the next day from date of despatch  - £9.50

  3. Delivery by courier within 24 hours of date of despatch - £8.50

   

  TRACKED FROM PICKUP POINT - IRELAND ONLY

  1. Royal Mail Airsure Delivery in 2-3 working days from date of despatch (up to 12x16 canvas print)  - £10.50

  2. Courier delivery, 2-5 working days from date of despatch (any size canvas print) - £22.00

  3. Courier delivery, next working day from date of despatch (any size canvas print) - £47.00
  

   

  UNTRACKED / UNTRACKED UNTIL SIGNED FOR
  

  1. UK - Delivery by 1st Class post (usually next day but not guaranteed) - £3.50

  2. UK - Delivery by Recorded Delivery, 1st Class (usually next day but not guaranteed) - £5.00

  3. IRELAND / EUROPE - Delivery by Airmail, 3-7 working days from date of despatch (up to 12x16 canvas print) - £4.50

   

  Delivery terms and conditions

  1. All stated production and delivery times are approximate and can not be guaranteed*.  All delivery options above refer to the time taken from date of despatch, NOT the date of your order.
  2. We can not guarantee delivery of your order by a certain day or time, regardless of time of the year (unless particular arrangements have been made)*.
  3. If you need your order by a certain date please alert our admin team of your particular date requirements and we will do our best to get your order to you before that date. If you opted for the free delivery option we may need to charge a priority processing fee.
  4. Please contact us if you need your order by a certain date! Yes, this is a repeat of the above, but it's important. Unless we know you MUST have it by a certain date, your order will queue on a first come, first served basis. We don't want to get disappointed emails or phone calls saying we've (unknowingly) missed a deadline*. See point 3 but take note of points 1 & 2.
  5. We will use whatever delivery / shipping method you have chosen. We will send you the tracking number for a tracked service as soon as your item is despatched. 
  6. We will notify you when your item is shipped.  For standard untracked 1st class posting or airmail posting to Ireland please allow at least 7 days before enquiring about your item.  In the case of any untracked item you accept that we can not replace any item as lost until 4 weeks has passed from the date of the original posting. 
  7. If we use a trackable method the shipping address must be one to which our partners can 1) gain entry and 2) get a signature before handing over your order. So if you work during the day, your work address might be the best.
  8. We aim to notify you of despatch but we don't guarantee it so again, make sure your parcel can be taken in, even if you aren't there yourself.
  9. VERY IMPORTANT: Please make sure your shipping address is correct (as per the above) because once in the order system any address changes must be done manually.
  10. If you require an address change MAKE SURE you do this in writing or we can not take responsibility for any errors with the address.

  * If you have paid for a priority delivery we will ensure that we post your order by the stated times.