Frequently Asked Questions

Orders

How do I know my order went through? You receive an order confirmation email within a few minutes of paying. If you have an account, the order also appears under My Account.

I did not receive an order confirmation. What should I do? Check your spam or promotions folder first. If it is not there, email hello@artvisionsolga.com with the name and email address you used at checkout.

I entered the wrong address or chose the wrong size. Can I fix it? Reply to your order confirmation email straight away. We can make changes only before the order goes into production, so please write within 1 hour of placing your order.

Can I cancel my order? Yes, within 1 hour of placing it. Reply to your order confirmation email and ask us to cancel, and we will refund you in full. After 1 hour the order goes to print and can no longer be cancelled.

Do you keep prints in stock? No. Every print is made to order, so nothing is ever out of stock, and nothing is wasted.

Shipping and delivery

Where do orders ship from? Your order is printed and shipped by our production partner, Printful, from the facility closest to you. Printful has facilities in North America, Europe and other regions.

How much is shipping? Shipping is calculated at checkout from your delivery address and the items in your cart. You see the full cost before you pay.

How long does delivery take? Each order is printed first, then shipped. Production usually takes 2–8 business days, and estimated delivery times for your country are shown at checkout.

How do I track my order? We email you a tracking link when your order ships. Tracking can take 24–48 hours to show the first movement.

Why did my order arrive in more than one parcel? Different items, such as paper prints and canvases, can be produced in different facilities. Each parcel has its own tracking link.

My tracking has not moved for several days. Short pauses are normal, especially at customs or during holidays. If there is no update for 7 days, email us and we will check with the carrier.

Tracking says delivered, but I have nothing. Check your mailbox, building reception and neighbours, then ask your local carrier office. If it still does not turn up, email us within 30 days of the delivery date shown in tracking.

Will I pay customs or import fees? Orders are produced as close to you as possible, so most orders do not attract import charges. If your order crosses a border, your country may charge import VAT or duties. These are paid by the recipient.

What if I do not collect my parcel, or the address was wrong? The parcel goes back to the production facility. We can send it again once you confirm the address, and the new shipping cost is yours. Returned parcels are held for 30 days.

Returns and claims

Can I return or exchange a print? Because every print is made specially for your order, we do not accept returns or exchanges for change of mind or for a wrong size or option. If something is wrong with the item itself, see the next question.

My order arrived damaged, misprinted, or it is the wrong item. What now? We are sorry. Email hello@artvisionsolga.com within 30 days of delivery with your order number and clear photos of the problem, including the packaging if it was damaged in transit. We will send a free replacement or refund you.

Do I need to send the damaged item back? Usually not. If we ever need it back, we will tell you and cover the shipping. Please do not return anything without hearing from us first.

The colours look a little different from my screen. Every screen shows colour differently, so a small difference is normal and is not a defect. If the print is clearly wrong, send us a photo and we will look into it.

Full details are in our Terms and Conditions, sections 9–13.

Payments and refunds

Which payment methods do you accept? Visa and Mastercard cards, plus Apple Pay and Google Pay where your device supports them. Payments are processed securely by our licensed payment provider. We never see or store your card details.

Which currency will I be charged in? Prices are set in US dollars. Other currencies on the Site are converted for your convenience. The exact amount and currency are shown at checkout. Because our payment provider is Ukrainian, your card may be charged either in USD or in the Ukrainian hryvnia (UAH) equivalent of the USD price.

How and when will I get my refund? Approved refunds go back to your original payment method within 10 business days. Your bank may take a few more days to show it.

My discount code does not work. Check the spelling and the expiry date, and that the items in your cart are covered by the offer. Only one code can be used per order, and a code cannot be added after the order is placed.

About the products

What are paper prints made of? Paper prints are museum-grade giclée prints on thick matte paper sourced from Japan. The paper weighs 189 g/m² and is 10.3 mil thick, with 94% opacity and 104% ISO brightness. We use eco-friendly, fade-resistant inks that keep their colour for decades.

What are canvas prints made of? Canvas prints use a fade-resistant poly-cotton blend canvas (about 344 g/m²), hand-stretched over solid wood stretcher bars 1.25″ (3.18 cm) deep. Mounting brackets are included, so the canvas arrives ready to hang.

Are frames included? A frame is included only if you choose a framed option. Frames come in black, oak and white. Prints sold without a frame arrive rolled in a protective tube, ready to frame.

Do the prints have a white border? No. The artwork is printed to the edge of the paper, without a white border.

Which sizes are available? Available sizes are listed on each product page, in inches and centimetres.

Do you sell original paintings or digital downloads? No. This store sells printed products only.

Is your art made with AI? Many of our designs are created by the artist using generative AI tools, then selected and prepared for print by her. Every print is a reproduction of a digital artwork, not a hand-painted original.

Contact

Email hello@artvisionsolga.com. We reply within 1–2 business days.