Filman Fine Art

Frequently Asked Questions

 

Here is a selection of 'frequently asked questions' that you may find helpful.


1. Why should I buy a relatively expensive item online from a company I don't know? Go to
2. You say you guarantee complete satisfaction - what does this mean?
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3. I'm not completely comfortable with email - can I talk to someone? Go to
4. If I order a painting, how long will it take to arrive?
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5. Is there any discount if I order several paintings or spend more than a certain amount?
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6. How do I pay for my painting?
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7. Will my credit card details be secure if I pay online?
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8. Have you ever had any paintings returned?
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9. How will my painting be delivered?
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10. Why don't you supply paintings that are already framed?
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11. If I order an 'Old Master' reproduction or a painting from a photograph, will the artist sign it with their own name?
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12. If I recommend your paintings to someone who orders from you, will I get a commission?
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13. I am not very good at taking pictures - will you still be able to create an oil painting from my own photograph?
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14. Will the painting be an exact copy of the photograph?
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15. Can you combine 2 different photographs into 1 painting?
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16. What kind of materials are used?
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Our Objectives
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1. Why should I buy a relatively expensive item online from a company I don't
know?
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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.


2. You say you guarantee complete satisfaction - what does this mean? Top

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!


3. I'm not completely comfortable with email - can I talk to someone? Top

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 requirements.


4. If I order a painting, how long will it take to arrive? Top

It 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? Top

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? Top

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? Top

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').

The following extract is taken from an article in Readers Digest, March 2001.

"It's 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? Top

It 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 result.


9. How will my painting be delivered? Top

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? Top

There 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? Top

Old 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? Top

We 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? Top

One of 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 service.


14. Will the painting be an exact copy of the photograph? Top

Our 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.


15. Can you combine 2 different photographs into 1 painting? Top

Certainly! 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.


16. What kind of materials are used? Top

Only fine quality European linen canvas and the best oil paints are used in our 'Paintings from Photographs' and 'Old Master' reproductions.

 
Our Objectives

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!

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Filman Fine Art
York House, Chichester Road,
Dorking, Surrey, RH4 1LR, UK
Tel: +44 (0)1306 880779 (24 hours)
Founder and CEO: Philip J Chapman
Email: Contact Us Page

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Filman Fine Art 2000-2007
All rights reserved

Filman Fine Art, Filman Publications and Filman Marketing are part of
Filman Enterprises Limited, registered in England, number 4778558.