Frequently Asked Questions
Here is a selection of 'frequently asked questions' that you may
1. Why should I buy a
relatively expensive item online from a company I
don't know? Go
2. You say you guarantee complete satisfaction - what
does this mean? Go to
3. I'm not completely
comfortable with email - can I talk to someone?
4. If I order a painting, how long will it take to
5. Is there any discount if I order several paintings
or spend more than a certain amount? Go to
6. How do I pay for my painting? Go to
7. Will my credit card details be secure if I pay online? Go to
8. Have you ever had any paintings returned? Go to
9. How will my painting be delivered? Go to
10. Why don't you supply paintings that are already
11. If I order an 'Old Master' reproduction or a
painting from a photograph, will the artist sign it
with their own name? Go to
12. If I recommend your paintings to someone who
orders from you, will I get a commission? Go to
13. I am not very good at taking pictures - will you
still be able to create an oil painting from my own
photograph? Go to
14. Will the painting be an exact copy of the
photograph? Go to
15. Can you combine 2 different photographs into 1
painting? Go to
16. What kind of materials are used? Go to
Our Objectives Go to
Why should I buy a relatively expensive item online from
a company I don't
That's a very good question with no easy answer
- we have been operating since 1993 and on the internet since August, 2000 and our sole objective is to provide
complete satisfaction in our service to you. You can read some of the testimonials that appear on various pages on the website to see for yourself a small sample of what our customers have been kind enough to say about their oil painting. You can also read some more about us here.
You say you guarantee complete satisfaction - what does this
Quite simply, we guarantee your satisfaction
with our fine oil paintings or we'll refund the purchase
price in full. This complete peace of mind, unconditional, no-risk, no-quibble guarantee is for 3 months for oil paintings from your own photographs and 1 whole year for reproductions of 'Old Masters'. That's more than a guarantee - that's our promise to you of complete satisfaction!
I'm not completely comfortable with email - can I talk
Absolutely - although we have been operating for
many years, we didn't launch our website until August 2000, so we
understand that not all customers are happy to email
their orders or queries. We are more than happy to talk
to our customers and with 'paintings from photographs'
this can play a useful part in us understanding your precise
4. If I
order a painting, how long will it take to arrive?
normally takes between 8-10 weeks from the time you order
to receiving your painting. All of our paintings are
individually hand-painted to order by specialist artists and this
does take some time. They are then allowed to dry fully
before dispatch. None of our paintings are mass-produced
in any way.
5. Is there
any discount if I order several paintings or spend more
than a certain amount?
We are always happy to discuss discounts on
orders of more than 2 paintings - even if you order 1
painting you automatically qualify for a 10% loyalty
discount on all future orders. If you
order 2 copies of the same painting, both paintings will
qualify for a 15% discount.
6. How do I
pay for my painting?
If you order a painting from your own photograph, or an 'Old Master' reproduction that is not currently available from our online gallery, we request a cheque or money order, (in pounds sterling), for half of the purchase price when you place your order and the balance on receipt of your painting.
If you prefer, you can also pay the whole amount by credit/debit card in US$, £s sterling or Euros via a 'Variable Payment Page' on our website when you confirm your order. We'll send you the details to complete this page by return email.
Just tell us your requirements, including any questions you may have, on our Order / Request Form.
You can pay by credit/debit card if you order one of the paintings in our gallery. We realise some customers still have concerns about providing credit card details over the internet, so you can also pay by cheque or money/postal order if you prefer, by completing the details on our Order / Request Form.
7. Will my credit card details be secure if I pay online?
The short answer is "yes"! More than 90% of all purchases on the internet are by credit/debit card and this percentage is predicted to rise in the future. We use a specialist third party credit card processing facility provided by 'WorldPay Ltd'. They use state-of-the-art credit card encryption technologies - there is probably less chance of fraud using their system than if you used your credit card to pay for groceries at your local supermarket (click here to see a 'Security Statement' from 'WorldPay Ltd').
extract is taken from an article in Readers Digest, March
safer than you think. 'There's never been a
documented case of credit-card fraud due to
interception over a secure Internet connection,' says
Henry Harteveldt, senior analyst at Forrester
research, a leading Internet research Company...."
8. Have you
ever had any paintings returned?
would be easy for us to say no, but we are an honest
company with customer service as our most important
objective. We had one painting returned that was created
from a photograph of a little girl. Our customer felt
that the artist hadn't captured her smile as they
perceived it to be. The painting was re-painted after
discussions with the artist (at no extra cost to the
customer) and our customer was then delighted with the
9. How will my
painting be delivered?
Your oil painting will be sent free via insured special delivery post
if in the UK (postage and VAT pre-paid) or via insured, registered airmail to
anywhere else in the world (your local tax may be payable on receipt). It will be rolled up in
a cardboard tube for protection, allowing you to select
the frame of your choice that most appropriately matches
the oil painting and the room where it will be displayed.
10. Why don't
you supply paintings that are already framed?
is a vast selection of frames available these days and
experience has taught us that customers like to purchase
frames that they feel will fit in with the decor of the
room where the painting will hang. We specialise purely
in supplying the finest quality paintings and couldn't hope to compete
with a local picture framer with all the different styles
they probably stock. This would also significantly
increase postage & packing costs and increase the
risk of damage in transit.
11. If I
order an 'Old Master' reproduction or a painting from a
photograph, will the artist sign it with their own name?
Master reproductions seldom have any signature. Because
all of our paintings are hand-painted to order, you can
have any signature you choose at the bottom of your
painting if it is from your photograph - if you want 'Fred
Smith' on the bottom of a painting from your wedding
photograph, you can have it.
12. If I
recommend your paintings to someone who orders from you,
will I qualify for a commission?
place tremendous value on our customers and we're
delighted when this results in recommendations to friends,
family or business acquaintances. Any recommendation
resulting in an order will automatically qualify for a £20 (approx. US$30)
commission payment, or an extra 5% loyalty discount (making 15% in total) on the next
painting you purchase from us, whichever you prefer.
13. I am
not very good at taking pictures - will you still be able
to create an oil painting from my own photograph?
the biggest advantages of our personalised service is
that the artist will paint exactly what you want. For
example, if the subject's eyes are red or unclear in your
photograph, just tell us what colour they should be and
leave the rest to us. If you would like the background
replaced with something else because a post behind your
subject looks like it's sticking out of the top of his/her
head, or for some other reason, just tell us!
Obviously, the clearer the picture, the
easier it is for the artist to capture it accurately, but
we can work with most standard-size prints except
polaroid pictures. If you wish to use the facilities of
our computerised photo studio, we can also digitally
change, amend or enhance your photograph if required.
Your precise requirements will determine the cost of this
the painting be an exact copy of the photograph?
artists are highly trained specialists in their field, but
they do not work in the same way as a photocopier - they
aim to copy your photograph as accurately as possible.
One of the things that makes an oil painting so unique is
the expertise and interpretation expressed by the artist.
All of our paintings carry our unconditional guarantee.
Can you combine 2 different photographs into 1 painting?
We are delighted to quote for any painting you require,
however you want it to look. That is the benefit of all
of our paintings from photographs being painted by
experienced, specialised artists.
kind of materials are used?
fine quality European linen canvas and the best oil
paints are used in our 'Paintings from Photographs' and 'Old
We have only one objective:
'Our aim is to exceed your expectations, both in the quality of your oil painting(s) and by the excellence of the service you receive.'
This applies to
everything we do from dealing with your initial enquiry
to answering any questions you may have on the care of
your painting when it occupies pride of place in your
home or office.
P.S. Click here to give us your feedback and get 10% off!