Frequently Asked Questions
Customer Service
How do I contact Customer Service?
You can reach us through our Contact Us page or by emailing support@icanvas.com. We aim to reply within one business day.
Order Tracking
Our items are made to order and hand-assembled. Please allow 3 business days for printing and assembly. Most orders are delivered within 7 business days from the date of purchase.
When will I receive a shipping tracking number?
Tracking details will be emailed to you once your order has shipped. You can track your order here.
I signed into my account, but cannot see my order. Why?
Orders placed as a guest cannot be tracked in your account. If your account was created after you checked out as a guest, you will lose access to viewing your guest order status.
If you cannot track your order and it has been more than 7 business days since you ordered, please contact support@icanvas.com.
Issues With Your Order
What should I do if my artwork is damaged or not in perfect condition?
Please email support@icanvas.com with photos of the item and the box it arrived in, and we will send you a free replacement or issue a full refund, whichever you prefer. Please report damage within 7 business days of delivery.
What should I do if I didn't receive the image or size I ordered?
Email support@icanvas.com with pictures of the artwork you received and the UPC barcode (usually on the back of the print). We will process a replacement order as soon as we are notified.
Returns & Exchanges
We want you to love your art. If something isn't right, we're here to make it right.
How do I start a return, exchange, or report an issue?
Email support@icanvas.com with your order number and the product in question. Our team will reply within one business day with the next steps for your order.
What if my artwork arrives damaged, defective, or incorrect?
We'll take care of it right away. You can choose between:
- A free replacement, or
- A full refund
Your 14-Day Cancellation Right
You can cancel your order for any reason within 14 days of receiving it. To cancel, email support@icanvas.com with your order number before the 14 days end, and we'll send you instructions.
A Note on Colour
The most common reason for returns is colour variation. Colours may look slightly different in person than on screen, due to differences in monitor settings, brightness, and display calibration.
Shipping & Delivery
What are the shipping fees?
Shipping is free on all UK orders.
When can I expect to receive my order?
Most orders are delivered within 7 business days from the date of purchase.
Which carriers do you use for UK orders?
UK orders are delivered by FedEx.
Are there any extra charges on delivery?
No. All prices include UK VAT, so there is nothing to pay when your order arrives.
Can I change the shipping address once my order has been placed?
If your order hasn't shipped yet, we can change the address for you. Changing order information may delay your shipment.
Do you ship to P.O. Boxes?
No. We can only ship to physical addresses.
I received my tracking details, but there's no movement. What should I do?
If it has been more than two days since your order shipped and there is no movement on the carrier's website, or more than 48 hours since the last tracking update, please contact support@icanvas.com for assistance.
The tracking website says my package was delivered, but I never received it. What should I do?
We are so sorry for the trouble! Please check around your property and with neighbours to make sure your package hasn't been misplaced. If you still can't locate it, please contact support@icanvas.com.
Pricing & Payment
Which currency are your items priced in?
If you’re shopping from the UK, visit our UK site, where everything is priced in pounds sterling (£). Your products are assembled and shipped from the UK, so you’ll see your total in pounds from checkout to delivery.
If you’re shopping from the US, you can shop our US site, where prices are in US dollars ($).
How can I pay for my purchase?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
When will I be charged?
All orders are charged in full at the point of purchase.
What do the pre-strikethrough and strikethrough prices mean?
The pre-strikethrough price is the standard price of the product, without any discounts applied.
The strikethrough price is the discounted price. It reflects various promotions, including sitewide discounts, targeted promotions for specific products or groups, and seasonal sales.
Product Details, Hanging & Care
How do I hang my art?
Every canvas and framed print arrives with a sawtooth hanger, and wall bumpers are included to protect your wall and keep your artwork level.
My canvas has a dent. Is it ruined?
No. Canvas is fabric, so dents can often be corrected. Lay the piece face down on a towel on a table. Use a normal iron on a low heat setting and press the dent out from the back. If that doesn't work, email support@icanvas.com.
How do I clean my framed paper print?
Use a soft cloth rather than a towel, which may be too abrasive and scratch the surface. We recommend a plastic-safe cleaner rather than a glass cleaner, as it best preserves the acrylic cover.
Can I hang my framed paper print in a bathroom or outdoors?
We don't recommend it. Over time, moisture can seep into the paper, which may cause warping or waving behind the acrylic cover.
Will the colours I see on my screen be exactly how the image prints?
Colours on your screen may be close to what is printed, but differences in monitor colour calibration mean a perfect match cannot be guaranteed.
What sizes are available?
Size, shape, and orientation vary by print. We do not offer custom sizing.
Can I customise the art you offer for sale?
No. We cannot modify our product images.
Do you hold stock?
All of our artwork is made to order. We do not carry an inventory of finished products.
Can I buy an unstretched canvas?
Unassembled prints are not available for purchase at this time.
Can I buy a digital copy of the image?
We are unable to offer digital copies for sale.
Do you offer framing for a print I already own?
We do not offer framing services for previous purchases.
Custom Art & AI Art
What are your custom art options?
We offer two ways to create personalised wall art: AI Art, where we place your photo into famous painting templates using AI, or Photo-to-Art, where we transform your photo directly into a custom print. Both are made just for you.
AI Art
What is AI Art?
Turn yourself, a friend, family member, or pet into a masterpiece. Choose from our growing collection of famous painting templates (including styles designed for pets and people), upload your photo, and our AI places your subject into the artwork. Order it as a canvas print or framed print.
How does it work?
Select your template, upload your photo, and preview the result before you check out. Choose your format and size, then order just like any other print.
What templates are available?
We offer a growing collection of templates designed for people, pets, and groups.
Do I need an account to use AI Art?
No. You can use AI Art three ways: as a logged-in account holder (no extra steps), as a returning guest checkout customer (no verification needed), or as a first-time guest (you'll receive a verification code by email).
How many times can I generate an image?
Guests get 15 generation attempts; logged-in accounts get 30. Every attempt counts, including redos. Each individual photo can be attempted up to 5 times in total (your original generation plus up to 4 redos). That cap is the same whether you're a guest or logged in. Your limit resets the next day or immediately after you make a purchase.
Standard Custom Prints (Photo-to-Art)
What are the image specifications for printing custom images?
We recommend uploading the biggest, highest-resolution image you have, so it is clear at the largest size. As a general rule, your image should be at least half the size of the print you're ordering. For example, for a 30×30cm print, we'd prefer the image to be at least 15×15cm. Each image must be a minimum of 300KB to ensure a high-quality print.
What file formats can I upload to Photo-to-Art?
You may upload photos in jpg, tiff, pdf, png, or gif format.
Where can I see the sizes?
Once you have uploaded your photo and created an account, you will be taken to a page to select your options.
Why do I need to create an account before selecting a size?
Accounts are required for Photo-to-Art custom orders. We save your image to your account for future reference and to store your proofs for approval.
How long will I have access to my images on Photo-to-Art?
Photo-to-Art is not an image storage or hosting service, so uploaded images are only accessible for limited periods. If you upload images but do not purchase any prints, they will be accessible for 30 days. If you purchase prints, you will have access to your images for at least 90 days from the date of purchase.
Will I receive a proof before my image is printed?
You can expect to receive a proof of your touched-up image within two business days. Please check your junk or spam folders!
What is the delivery timeframe for custom printed artwork?
Tracking details will be emailed to you once your order has shipped. Most orders are shipped within 6 business days after you approve your image proofs. You must approve your proofs before they are printed, so please check your custom print proofs to speed up your order.
Ready to create your custom masterpiece?
Start your custom art order on our Custom Art page, where you can choose between AI Art templates or upload your own photo to Photo-to-Art. Choose your format, size, and create a personalised piece made just for you.
Limited Editions
About iCanvas Limited Edition prints
Limited Edition prints are produced in limited quantities per edition. Each print arrives with a certificate of authenticity showing its unique number within the series, the artist's digital signature, and edition details. Once an edition sells out, it will show as out of stock on the product page.
Limited Edition items can only be purchased once per order. To order multiple units of the same edition, please place separate orders.
Limited Edition Returns, Exchanges, and 100% Love Guarantee
Limited Edition prints are covered by our 100% Love Guarantee. Because each edition is limited and certified, replacements are only available with a matching certificate of authenticity for the next available print number in the series. If the edition is out of stock, we can only issue a refund for a damaged or defective item.
Account
How do I create an account?
Select "Sign In" at the top right of the page, enter your email address, and click "Create an account". Then complete your name and password fields and select "Register". You can also create an account at checkout.
Do I need an account?
No, but we recommend one. With an account you can:
- View your order history
- Save favourite artworks
- Add, edit, and delete your personal information, including billing and shipping addresses
- Save your details for a quicker checkout
Can I use the same account on the US and UK sites?
Yes. US and UK sites share one account system, so you can use the same email and password on either site and switch between them.
How do I reset my password?
Visit our password recovery page, enter your email address, and we'll send you a reset link.
How do I update my shipping or billing address?
Sign in, go to "Account", select "Addresses", and click "Update" next to the information you want to change.
Order Processing
Can I place an order by phone or email?
For security reasons, we don't take orders by phone or email. If you are having trouble placing an order on our website, please contact support@icanvas.com and we'll help troubleshoot.
Can I leave items in my cart and come back later?
Yes. We recommend creating an account and adding items to your favourites so nothing gets lost.
Can I send different items to different addresses?
Yes, but you’ll need to place a separate order for each address. Each order can only have one shipping address, so items within the same order must go to the same place.
Can I order a custom size?
No. We don't offer custom sizes for our products.
How do I place an order?
- Select the image and size you prefer, then select "Add to cart".
- Once you've added everything you want, select "View Cart and Checkout".
- Check your cart to make sure you have the correct images and sizes.
- If you have a promotional code, enter it in the "Enter Coupon Code" field and select "Apply".
- Select "Checkout Now" or "Checkout with PayPal".
- Choose "Create an Account", "Checkout as Guest", or "Checkout with PayPal".
- Confirm your shipping and billing addresses, then enter your payment details.
- Select "Place Your Order" to complete your purchase.
Customers who check out as guests will not be able to view their order status, even if they create an account afterwards.
How do I use my gift card?
Enter your gift card code in the "Enter Coupon Code" field in your cart and select "Apply".
Gift Cards
When is the eGift Card sent?
Allow up to 15 minutes after a successful transaction for the recipient to receive their eGift Card.
Can I print an eGift Card?
Yes. The eGift Card is emailed to you, so you can print it and give it to your recipient.
Are there any fees on eGift Cards?
No. You are only charged the face value of the eGift Card, with no shipping or other fees.
Can I schedule an eGift Card for later?
Yes. Use the "Time it perfectly" option to schedule your email for any future date and time, up to one year ahead.
When does an eGift Card expire?
eGift Cards never expire.
Are custom amounts available?
Not at this time.
How do I check my balance?
Visit www.icanvas.com/uk/egift-cards-balance.
Can I use an eGift Card with other coupons or eGift Cards?
Yes. You can add as many compatible coupons and eGift Cards to your order as you like.
Can I return or exchange an eGift Card?
eGift Cards are non-refundable and cannot be exchanged for cash. Our return policy does not apply to eGift Cards, but it does apply to purchases made with them. Any refunds for products bought with an eGift Card are credited to the recipient's eGift Card.
Security & Privacy
Is your website secure?
Protecting your private data is our highest priority. We use SSL (Secure Sockets Layer) encryption, the approved internet standard, and our security meets the requirements of the Payment Card Industry Data Security Standard (PCI DSS). Your information is only used for your purchase and is never given to other businesses.
Artist Inquiries
How do I feature my artwork on your website?
Artists interested in selling with iCanvas are welcome to submit their portfolio. Our Licensing team will review your collection.