Questions, answered

Two windows, because these are two different products made in two different places. The clock starts when you order, not when the parcel is picked up, because nothing exists until you buy it.

The surprise in our own delivery records is that a set is quicker to make and slower to travel. The wait on a multi panel piece is the journey, not the printing. Full stage by stage breakdown on the shipping page.

An order for one canvas going to the United States, Canada, the United Kingdom or Australia is printed in that country, which is why it takes the shorter window.

A set of three, four or five stretched panels built to hang as one arrangement is a different production job, made on a line set up for it, and that line is overseas. We are working on bringing it to the US and Europe.

In rare cases it takes eight to ten business days for the first scan to appear. If you have no tracking at all fourteen business days after ordering, write to support@tiaracle.com with your order number and we will find it.

The tracking email names the carrier and carries the number. If you checked out as a guest there is no account page, so the email is the record. Lost it? Write to support@tiaracle.com with the email address you ordered with.

Measured across our own recent shipments, UPS handled the large majority, then USPS, then FedEx. Outside the United States we also use DHL eCommerce and the destination's national carrier, such as Canada Post.

The carrier is chosen by where the parcel is going and how big the piece is, and it is named in your tracking email.

Those four countries get Free Tracked Shipping as the standard service, tracked end to end. We ship worldwide, and every other destination is charged Premium Tracked Shipping at a price that depends on where it is going and how large the piece is.

Whatever you are charged appears in the cart before you pay. There is nothing added afterwards.

Import duty or local tax, where a country charges it, is set by that country and is not included in what you pay us.

Where the upgrade is offered it appears at checkout. It buys days off the journey, not off production, so on a single canvas it moves the smaller half of the window. If you need artwork inside a week, buy from a store that holds stock. We do not.

The carriers we use will not deliver a canvas of this size to a box. Give a street address at checkout, and if you have already ordered with a box address, write to support@tiaracle.com straight away.

A gap of a day or two between scans is normal, particularly on the long leg of a multi panel set. Past those two thresholds it is worth a look, so send your order number to support@tiaracle.com and we will chase the carrier.

Most parcels marked delivered turn up within a day, left with a neighbour, in a porch, or behind a gate. Write to support@tiaracle.com either way so it is on record.

To be straight with you about the limit: where tracking shows delivery to the address you gave us, we are not able to refund or replace the order. That is why checking the address at checkout matters.

If that happens and the address you gave was correct, we reprint and ship the order again at no cost. Write to support@tiaracle.com with your order number.

That 20% covers the original carriage, which was free, and the second handling. If you would rather not have it sent again, the same 20% is deducted from the refund.

You may be asked to cover re-shipping when the address was wrong or incomplete, when the parcel went unclaimed even though the address was right, or when you ask for it to go somewhere new.

Send the new address to support@tiaracle.com with your order number as soon as you can. Changing it may push the shipment back by a day.

Once a piece is in production the address is locked, because the label is printed with the parcel.

Email support@tiaracle.com with your order number. Because every piece is printed for one person and cannot be sold to anyone else, an order that has entered production cannot be cancelled.

Write to support@tiaracle.com straight away with your order number and what you would rather have. If the piece has already been printed, the honest answer is that a new order is the only route.

Photograph the piece and the box it came in, and email both to support@tiaracle.com. A replacement is produced and shipped at no cost, so you end up with the artwork you ordered rather than your money back.

Small transit marks such as a crease, an indentation or a slightly loose canvas usually are not damage at all and take a few minutes to fix. See the dent answer under Hanging and care before you write.

Email support@tiaracle.com with a photograph of what arrived. Keep the piece you were sent; we do not ask for it back.

Check the tracking first, since a set is often more than one parcel. If a panel is genuinely absent, send support@tiaracle.com your order number and a photograph of what did arrive and we will sort it out.

The window runs from delivery, not from the day you paid, so a long production run never eats into it.

Standard artwork can come back. Custom and personalized pieces cannot, for the reason set out below.

There is no restocking fee when the fault is ours or the carrier's. A change of mind, including a piece that does not suit the room, carries a 50% restocking fee. The full cost breakdown is on the refunds and returns page.

Start with an email rather than a parcel: a return sent without contacting us first may not be accepted, because we cannot match an unannounced box to an order.

The split is about why the piece is coming back, not about who you are:

• No fee when it arrived damaged, faulty, or is not what you ordered. In most of those cases there is no return either, because we replace it.
• 50% when you have changed your mind, including a piece that simply does not suit the room.

The reason for the second one is that every piece is printed for a single order and cannot be sold to anyone else. Full cost breakdown on the refunds and returns page.

Two conditions, and both have to hold. A piece bought on sale or with a discount code, or one over 40 inches in height, is returned at your own cost.

This is stated on every Custom Prints and Custom Maps product page before you buy, and it is the one category with no return and no exchange.

If a custom piece arrives damaged or does not match the file you sent, that is not a return, it is a replacement, and we cover it.

We reply with where to send it and what to include. Returns that arrive unannounced may not be accepted and are not guaranteed a refund, simply because there is no way to tell whose they are.

Oversized means over 40 inches in height. The fee is what the carrier charges to move a parcel that size, and it is deducted once the return has been received rather than charged up front.

Your bank then takes its own few days to post it. If it has not appeared a week after we tell you it is processed, check with the card issuer first, then write to support@tiaracle.com.

We cover the cost when:

• There is a manufacturing problem with the piece.
• It arrives broken or damaged.
• You receive the wrong artwork or the wrong size.
• The order is lost in transit and the address you gave was correct.
• The order takes materially longer than the window on this page.

In every one of those cases a photograph and your order number to support@tiaracle.com is the whole process.

We are not able to cover the cost when:

• The piece was printed correctly and you have changed your mind. That is a return, not a claim, and the thirty day window covers it.
• The wrong size or layout was selected at checkout.
• The order is still inside the delivery window on this page.
• The address given was incorrect and needs changing.
• Tracking shows the order was delivered to the address you gave.

Three measurements settle almost every wall:

• Above a sofa or a bed, span roughly two thirds of the furniture width.
• Hang the centre of the artwork 57 to 60 inches from the floor.
• On a multi panel set, leave 2 to 3 inches between panels and count that gap in the total width.

Every product page lists the exact panel sizes, and the size chart draws them to scale. Measure the wall with a tape before you order, not after.

The range depends on the shape of the artwork rather than on the subject:

The sizes offered on any one piece are the ones on its own product page. Browse by shape on the shape page.

The layouts are named on each product page: 3 Horizontal, 4 Pop, 5 Star, 5 Pop and 4 Square among them. Each panel arrives separately stretched and ready to hang.

A set reads as one picture from across the room and as five objects up close, which is why it suits a wide wall better than one canvas of the same span.

Both are on the same canvas and the same layouts as everything else. Start at Custom Prints or Custom Maps.

One trade off worth knowing before you order: a custom piece cannot be returned or exchanged, because it is printed from your file and cannot be sold to anyone else.

The finish sits next to Layout and Size in the options. Canvas Print is the gallery wrap, stretched over a solid wooden inner frame with the image continuing around the edge; the two framed options add a frame around the piece.

Prices differ by finish and update as you choose.

Printed with archival inks that resist fading, so what arrives stays what arrived. If a piece is genuinely nothing like its listing, that is a fault and we will replace it.

A warehouse holding 27,000 pieces in four layouts and sixteen sizes is not a business anyone could run. Printing after the order is what makes the range possible, and it is also why delivery is measured in days rather than hours.

Unbox it, put it on the wall. Nothing to assemble, nothing to buy separately. The full specification is on the product specification page.

That puts the middle of the piece at the eye level of most people standing. Two exceptions worth making:

• Above furniture, drop it so the bottom edge clears the sofa or headboard by 6 to 10 inches instead.
• In a room people mostly sit in, hang a little lower than 57.

On a multi panel set, the 57 to 60 measurement applies to the centre of the whole arrangement, not of one panel.

Put the piece face down on a towel or an ironing board, set a normal clothes iron to a low heat with no steam, and work the back of the canvas behind the mark. The fabric relaxes and the dent lifts. Most transit marks come out in a couple of minutes.

If it does not lift, photograph it and send the photo with your order number to support@tiaracle.com inside the thirty day window and we will replace the piece.

Dust it the way you would dust a lampshade. A rough towel can scuff the printed surface and household sprays can mark it, so neither is worth the risk on a piece that only ever needs dusting.

The same applies to a conservatory, a garage and anywhere else that swings between damp and dry. Every other room in the house is fine, including a kitchen away from the hob.

Every route reaches the same small team and a person reads it. Include your order number if you have one, since it turns a conversation into an answer.

All the routes are on the contact page.

Taking a card number over the phone or in an email would mean handling it ourselves, which is exactly what we would rather not do. If the website is giving you trouble, write to support@tiaracle.com and we will work out what is going wrong.

Nothing is reserved, because nothing is held in stock, so there is no timer running against you either.

The full set of methods available in your country is shown at checkout.

Prices on the site are in US dollars and your card is charged in US dollars. Your bank converts at its own rate and may add a conversion fee, which is between you and your bank rather than something we add.

We ask for what an order needs and nothing beyond it. What we do with it is set out on the privacy policy.

A link works better than attachments. Say which pieces you hold the rights to and we will come back to you.