FAQs
OUR PRODUCTS
Are the prints metallic/do they come with neon letters?
All prints are a digitally printed and as such are not metallic.The letters on the neon tube prints are also a digital print - these aren't a 3D neon sign.
How do I clean my canvas?
Sometimes, accidents happen. From unexpected sprays and splashes to dust and pets, your canvas will likely require ongoing light maintenance. We recommend softly wiping your canvas with a damp cloth. Do not use a scouring pad, as this can damage the canvas and remove the ink.
Our satin canvas material is water-repellent and less vulnerable than traditional canvas. This makes it easier to clean and maintain. Our canvas prints can be wiped with a soft and damp cloth without damaging the inks.
In the long term, smoking cigarettes near our canvas prints will have a negative effect on them. Discolouration by smoke is unfortunately something you can't prevent or clean. Your print on canvas will therefore turn yellow over time. So, the only way to keep your canvas clean is to stop smoking ;).
Can the canvas print be used outside?
We often get the question: "Are your photos on canvas suitable for outdoor use?" Yes, our canvases are suitable for outdoor use but only if you can put the canvas print under a small roof where it is dry. They are not suitable to be put outside in the rain though.
The canvas material we use is waterproof and can withstand moisture and rain. The inks and colours will therefore not be affected and do not run out. The wooden frame, on the other hand, is a natural product that can be influenced if it gets wet or damp. This can cause the frame to warp. If you want to hang it outside in the open air, you can do so but only for a short time.
Does the canvas come with a hanging kit?
Yes. We supply a FREE hanging kit with every canvas. Our patented hanging system was developed to be very easy to use. Click here for instructions on how to use the canvas print hanging kit.
Click here for practical tips and advice on how to display your canvas for best results.
What is a floating frame and what does it look like?
A floating frame is a wooden frame that goes around the photo print. This gives your print a more exclusive look and we highly recommended adding this to your print! We supply our frames in various colours and sizes.
Floating frame canvas prints are available in Matt finish and black, white or wood frame. They offer a professional off-the-frame aesthetic to your canvas print. The 1cm gap between the canvas and the frame and that the canvas sits approx. 5mm proud of the floating frame, creates the art-gallery style illusion of a lighter than air floating piece of artwork. The wooden frames are constructed using wood from sustainable sources.
Can I buy a floating frame on it's own?
Unfortunately this is not possible. Since the photo prints need to be carefully and professionally placed in the floating frame by our trained staff, we do not sell the floating frames separately.
How deep are the floating frames?
Our floating frames are 40mm deep, making them very sturdy and of great quality.
Can I resell your items?
All items cannot be resold in any form without express written consent by Urban Wall Art. This includes standalone websites, eBay, Depop, Etsy, Social Media Marketplaces etc. and also retail shops. We will pursue legal action if any business/individual that is reported to us reselling any Urban Wall Art item without express written consent. If we find any other business or retailer is selling items bought from Urban Wall Art we will also initiate immediate legal proceedings. Any replication/duplication of any print design/s and sales of said items will also be liable for immediate legal action.
ORDERS
Do I need an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
• Quick checkout process
• Easily view your order status and order history
• Receive updates detailing our new releases and special promotions
What payment methods do you accept?
We accept all major debit/credit cards and PayPal - please refer to the bottom of this page.
Can I use my Promo code on sale items?
Unfortunately promo codes cannot be used on sale items. Promo codes can also not be used in conjunction with any other promo code.
How secure is my online payment?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Can I place an order if I don't live in the UK?
Unfortunately we do not ship to outside of the UK at the moment.
Can I change or cancel my order?
If you wish to cancel your order before it has been shipped out, please contact us immediately at hello.urbanarthaus@gmail.com. However, we can't guarantee that we'll have enough time to cancel your order, as our packing/shipping department prides itself on getting products heading our customers' way quickly. If you placed your order during the weekend or after business hours, please send us an email hello.urbanarthaus@gmail.com
Can I track my order?
We will send you an email with your track-and-trace number when we have dispatched your order. After clicking on the link you will know exactly when the parcel will be delivered to you.
How do I know if my order went through?
If you submitted an order with us, but didn't receive an order confirmation, it's possible that your email address was entered incorrectly. Get in touch with us at hello.urbanarthaus@gmail.com to see if we have received an order in your name. We're happy to fix the email address on file and send you the order confirmation. In other cases, the order may not have gone through, so just get in touch before placing a new order to avoid a duplicate order.
I didn’t receive my order?
If you haven't received your order, please first check if you have provided us with the correct information. If you have provided correct information contact our Customer Service hello.urbanarthaus@gmail.com and we will help you.
If you have provided incorrect information such as address, email address or telephone number etc. Please contact us as soon as possible at hello.urbanarthaus@gmail.com so we can try to change your information before the order leaves our warehouse. Unfortunately if the incorrect information affects the delivery of your package and your order is already sent out before you contact our Customer Service, as a customer you're responsible for the extra costs that may occur.
I forgot to apply a discount code, what can I do?
Please contact us at hello.urbanarthaus@gmail.com and we can issue a refund to you for the discount amount.
What happens if I enter the wrong information?
If you have provided incorrect information such as delivery address, email address or telephone number etc., please contact us as soon as possible at hello.urbanarthaus@gmail.com so we can manage to change your information prior to sending your order. Unfortunately if the incorrect information affects the delivery of your package and your order is already sent out before you contact our Customer Service, as a customer you're responsible for the extra costs that may occur.