Picture That Gift LTD, Tindale Towers, Bishop Auckland, County Durham, DL149AP

We’re open Monday – Friday

Frequently Asked Questions

Please read our FAQ before sending us a message.

How can I pay for my order?
Click on PayPal upon checkout. We also offer cash on delivery if your local we can deliver your items within a 5 mile radius from DL14. Also we can offer cash on collection service. If this is something you would prefer please to discuss it.
Do you accept Credit / Debit Card?
Yes We accept all major credit / debit cards via PayPal and a PayPal account is not required so anybody can make a payment. Paypal is the most safest way of making a payment on the internet it also offers a buyer protection. If you don't already have a Paypal account please choose "Don't have a PayPal account?" upon checkout see illustration below: Paypal Example
How can I make changes to my order?
Simply email us at info@picturethatgift.co.uk immediately. if you don't you risk the chances of us already printing your item and sending it to you as orders are generally sent out the same day or next day. Be sure to include your order number.
What exactly happens after ordering?
After you have placed your order we will aim to have your order in the post within 2 working days.
Do I receive an invoice for my order?
You will receive a confirmation order and a PayPal invoice receipt to your email address on file. We will also include a paper copy with your order.
I've placed an order when will I receive my item?
We choose the best postal service for the job. If its a small item we will send via Royal mail which can generally take between 3-5 business days. There may be slight delays over seasonal times so make sure you get your orders in as soon as you can. Larger items are sent by a 3 day courier and we can provide a tracking number if requested. We also have quicker delivery options during checkout.
How do I purchase a gift card?
Yes certainly we can offer a Virtual Gift Card where by you will receive a coupon to the value you choose.
Can other people use my photo?
No, your photo will only be reproduced for you. Once we know your item arrived safely we will wipe your photo from our system.
I would like to order another item the same?
That’s excellent! we hold your photo for 1 month so if you require a duplicate or another product with the same photo just leave me a message on checkout to mention the fact you would like the same photo as before.
Does Picture That Gift guarantee its product?
Yes we guarantee our products to be fit for purpose. If your order is incorrect please contact us within 7 days of receiving your item. We will refer to the order placed and if found incorrect we will happily send out a replacement.
Image/Picture & File Support
What format should my files be?
You can send files in the following format types: jpg, jpeg, psd, tif, tiff, eps, ai, and png. Please choose your photos carefully by thinking of its fitment.
I don't know if my photo is good enough quality?
If you would like us to check before ordering please contact us first. However a good indication if it's good enough is to zoom into the photo to check if theres any blurring or pixelation. Please see the below picture when using a smart phone/tablet device: Zoom Example
Product Questions
Can I request a colour effect on my printed item?
Yes we offer several effects such as Black & white, Sepia and full colour. These options will be available at checkout
Could I have writting/text added to my photo?
Yes of course we have a wide range of fonts to choose from as well as you can see how they look using our interactive product designer.
I Have a picture I would like on canvas but its not a digital copy its a printed photo?
Don’t worry we have the equipment to scan your photos in to the computer. If you live within 5 miles we can pick the photo up free of charge and return it when we deliver your canvas. Please ensure the photo is not blurry and at least 6x4” in photo size. We can not use passport sized photos. If you don't live locally you can forward the photo onto us by post and we will return it with your item. If this is something your interested in please make sure you take a copy first in case the photo should go missing in the post. Most photo-labs in supermarkets will offer a copy service for you.
Returns/Exchanges/Damaged post
I recently purchased a personalised product from you, can I return it?
We do not give refunds due to each item been individually personalised for you. In the unlikely event of the item been damaged in transit we will send out a duplicate item for you as an exchange.
My item has arrived damaged. What do I do?
Each item is quality checked before it is dispatched to ensure you get the best. While we make every effort to ensure your item arrives in perfect condition, sometimes things could happen in transit and we accept that. Please take pictures of the damage and contact us immediately is this happens. We will work with you to guarantee your satisfaction. Please do not return a item to us without contacting us first and don’t forget to attach photos!
I think I've ordered wrongly?
Unfortunately if its a mistaken order we can not offer a refund or an exchange on accidents caused during checkout by yourself as each item is uniquely personalised to suit you. We can not reuse or resell the item on so we would be left out of pocket for no fault of our own. We are also covered under the Distant Selling Regulation act with our products been personalised. However if the fault is ours we will happily admit liability and rectify the problem.
My phone case has broke?
Unfortunately we can not be held responsible for accidents or damage caused by handling & care. We can not offer a replacement.

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