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FREQUENTLY ASKED QUESTIONS

 
How can I contact you?
What is your returns and exchange policy?
What payment methods do you accept?
Do you charge for VAT and duties?
What are your delivery times?
How are the prints packaged and do you offer gift wrapping?
Is it easy to see the 3D effect or is there a skill to learn?
How easy is it to build the 3 Dimensional model from the flat-packed print?
What are the dimensions of the prints?
What happens if I am not satisfied with my print; can I return it?
Can I order one for a friend as a gift without them receiving information about the cost?
If I don’t like the print who pays for the return postage?
I am a wholesaler or retail outlet and would like to purchase a quantity of prints or organise a licence to sell them.
 

HOW CAN I CONTACT YOU?

You can email us at info@offthewallartprints.com or telephone our Customer Services line on 020 8676 0252 between the hours of 09.30 - 17.00 Monday to Friday. Please note that regrettably we do not accept telephone orders.

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RETURNS AND EXCHANGE POLICY

We hope that you will be 100% satisfied with your purchase; however we do understand that there are times when the product just isn't right. We will be happy to refund or exchange any item purchased within 14 days of receipt of purchase; on the condition that they are in the same condition that they were dispatched. Regrettably we cannot refund postage and packaging costs.  We hope you can understand that we cannot have a 14-day right of exchange and pay for the postage.  Prior to returning any item to offthewallartprints.com you must receive authorisation from our customer services department. To request authorisation please Email returns@offthewallartprints.com with the following details. Oder number/ first and last name / Item you wish to return/ Specify reason for return: damaged, quality of item not as expected etc./ specify what action you wish us to take: free replacement or refund? / wait for our customer service to Email you with your return authorisation and instructions. Please also read our terms and conditions.

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PAYMENT METHODS

We accept Visa, Mastercard, Delta, Switch and Solo Using Google Checkout TM service. Unfortunately we are unable to accept credit card payments offline. For orders by mail we accept payment by UK cheque only. Payment by cheque requires the additional three to five days in order for the funds to clear. Please make cheques payable to OFF THE WALL ART PRINTS and send to the address on the Mailbag or Contact us page.

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VAT and DUTIES

We do not charge VAT on purchases at this moment in time. The website will be up-dated as soon as we become VAT registered. Orders outside the EU may be subject to local taxes and/or import duties. Off The Wall Art Prints is not able to accept responsibility for charges levied by other countries as customs policies vary widely form country to country. Please be aware that cross-border shipments may be subject to opening and inspection by customs authorities.

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DELIVERY TIMES AND INFORMATION

We endeavour to dispatch all orders within 24 hours from time of payment; you can track the progress of your order via the order status page. Deliveries within the UK are carried out by Royal Mail while international deliveries are conducted by Parcel Force Worldwide. On the day of dispatch we will inform you via email of the company that has been used and the expected delivery date of your order.  Within the UK this is usually within 48 hours from the time of dispatch. For items within the UK We are happy to send the item to a different address from the billing address, such as a workplace or friend in the case of a gift. To find out the delivery charges for your item(s), place the items in your shopping basket and you will be shown a delivery price estimate. We ship almost everywhere in the world. When you are placing an order on the shipping information page where you enter your name and address you can select your country from the drop-down list. If your country is not listed, then we are unable to ship to that location.

UK Delivery Times.
Unframed prints; our default delivery option is to send the prints out with 1st Class Royal Mail. The Royal Mail often makes the claim that this is a next day service. Our experience is that it takes a minimum of two days and occasionally a few days longer to destinations further from London. If you urgently need the prints we advise that you chose the next-day / signed-for service that guarantees delivery by 1.00pm the following day. This is a relatively reliable service but will require a signature at time of delivery.
Framed prints; these are sent with the “Parcelforce 48” service. They guarantee delivery within 48 hours. For an additional fee there is the option to send them with “Parcelforce 24”, which is a 24 hour service.

European Delivery Times
Unframed prints; our default option is to send the prints by Royal Mail Airmail service. The Royal Mail suggests delivery times are between 7-10 working days. There is an option to choose the European signed-for service that has priority handling and requires a signature at time of delivery. They estimate the delivery time will be between 3-4 working days for this service.  
Framed prints; these are sent with the Global Priority service which is tracked and requires a signature at time of delivery. The Tracking number will be emailed to you at time of despatch and the delivery time should be 3 working days.

USA Delivery Times
Unframed prints; our default option is to send the prints Royal Mail Airmail service. The Royal Mail suggests that delivery times are approximately 10-15 working days. There is an option to choose the signed-for option that receives priority handling and requires a signature at time of delivery. The expected delivery time for this service is 5 working days.
Framed prints; these are sent with Global Priority service which is tracked and requires a signature at time of delivery.  The Tracking number will be emailed to you at time of despatch and the delivery time should be 3 working days.

Rest of World Delivery Times
Unframed prints; our default option is to send the prints Royal Mail Airmail service. The Royal Mail suggests that delivery times are approximately 10-15 working days. There is an option to choose the signed-for option that receives priority handling and requires a signature at time of delivery. The expected delivery time for this service is 6-8 working days. Framed prints; these are sent with Global Priority service which is tracked and requires a signature at time of delivery.  The Tracking number will be emailed to you at time of despatch and the delivery time should be 6 working days.

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PACKAGING AND GIFT WRAPPING SERVICE

Prints are sent flat-packed with a cardboard and plastic sleeve for protection. The prints will be sent in mint condition and throughout our storage and shipping process we take exceptional care to assure your order will arrive to you in perfect condition. Our gift wrapping service includes glossy silver wrapping paper with a gift message attached on which your name, your sixteen word message and the recipients name is written. The gift wrapped print will then be sent within the regular envelope. 

We hope that you will be 100% satisfied with your purchase; however we do understand that there are times when the product just isn't right. We will be happy to refund or exchange any item purchased within 14 days of receipt of purchase; on the condition that they are in the same condition that they were dispatched. Regrettably we cannot refund postage and packaging costs.  We hope you can understand that we cannot have a 14-day right of exchange and pay for the postage.  Prior to returning any item to offthewallartprints.com you must receive authorisation from our customer services department. To request authorisation please Email returns@offthewallartprints.com with the following details. Oder number/ first and last name / Item you wish to return/ Specify reason for return: damaged, quality of item not as expected etc./ specify what action you wish us to take: free replacement or refund? / wait for our customer service to Email you with your return authorisation and instructions. Please also read our terms and conditions.

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Is it easy to see the 3D effect or is there a skill to learn?

The visual illusion created in these images is easy to see; however if you do have difficulty a helpful tip iss to close one eye and this will ensure that the image pops into a reverse perpective. There is therefore no particular skill in viewing the images as there is with stereographic images.. Some of the images are however more difficult to see than others. These have been designed this way in order that the image doesn’t immediately go into reverse perspective and can appear differently to the viewer each time they look at the image.

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How easy is it to build the 3 Dimensional model from the flat-packed print?

The prints have been specially designed to make the 3D model easy to put together. It should take no longer than ten minutes, although many people are much quicker. The prints need to be folded in the fashion clearly laid out in the instructions and is then secured with six slot in tabs. There is no need for any glue.

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What are the dimensions of the prints?

The prints are three dimensional and protrude from the wall by 5.5 cm. The images are approximately 29cm by 66.4cm. These dimenstions include the 1.1cm border around the edge which the frame can clip onto. Alternatively, poster hangers can be used to slide along the borders at the top and bottom of the print.

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What happens if I am not satisfied with my print; can I return it?

We hope that you will be 100% satisfied with your purchase; however we do understand that there are times when the product just isn't right. We will be happy to refund or exchange any item purchased within 14 days of receipt of purchase; on the condition that they are in the same condition that they were dispatched. Regrettably we cannot refund postage and packaging costs.  We hope you can understand that we cannot have a 14-day right of exchange and pay for the postage.  Prior to returning any item to offthewallartprints.com you must receive authorisation from our customer services department. To request authorisation please Email returns@offthewallartprints.com with the following details. Oder number/ first and last name / Item you wish to return/ Specify reason for return: damaged, quality of item not as expected etc./ specify what action you wish us to take: free replacement or refund? / wait for our customer service to Email you with your return authorisation and instructions. Please also read our terms and conditions.

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Can I order one for a friend as a gift without them receiving information about the cost?

We are happy to send an image to an address other than the billing address as long as it is within the UK. The billing address will receive the receipt of payment and no indication of the cost will be sent to with the image. You may also like to take advantage of our gift wrapping service.

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If I don’t like the print who pays for the return postage?

The customer is liable for the cost of posting and packaging in the case of a print being returned. Please see our terms and conditions and returns policy. We hope you can understand that we cannot have a 14-day right of exchange and pay for the return postage.

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I am a wholesaler or retail outlet and would like to purchase a quantity of prints or organise a licence to sell them.

We would be very happy to hear from you. Please send an Email to info@offthewallartprints.com  outlining your intentions and a sales representative will contact you directly. Please mention both the area or country you reside in and should it be different the area or country where you intend to sell the images.

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