F.A.Q.

FREQUENTLY ASKED QUESTIONS

GENERAL

 

1)    In what currency are prices on your website? What methods of payment do you accept?

All products and fine art prints are priced in Canadian Dollars. Currently, all transactions and payments are issued through Paypal.

 

2)    Do you charge sales tax?

We are not required to collect sales tax on any orders outside of Canada. However, if you do live in Canada you will be charged sales tax according to the rules and regulations of your province as we are a Canadian based company.  

 

3)    What are your hours?

Our online shop is open 24 hours a day. Our current office hours are Tuesday to Friday from 10AM to 4PM CEST (Central European Standard Time). Weekends are by appointment only.

 

4)    What kind of inks and paper do you use?

Printing is outsourced to a professional laboratory in Germany who utilizes excellent archival inks with an exceptional color gamut.

 

The image is printed on bright white torchon archival paper (285gsm). It is museum grade paper. It is made of 100% alpha-cellulose, acid-free and with a coarse texture which gives each artwork beauty and three dimensionality.

 

5)    Does my fine art print come framed? And if not, do you offer framing?

Your fine art print does not come framed, and unfortunately, we do not offer custom framing at this time.

 

However, we have chosen sizes for which you can easily purchase frames. Additionally, there is the option to add white borders to your fine art prints to add a touch of elegance or increase the size of your print to fit your frame better. Otherwise, custom framing is a great option.

 

6)    How should I take care of my fine art print?

Once you receive your shipment, please open your package carefully. We recommend that you remove your print from the package prudently and with clean hands to avoid getting grease stains on your fine art print.

 

 Let the print rest for a couple days on a clean surface and out of the sun so that it can slowly unroll and will be easier to frame.

 

 If you are framing the print yourself, make sure that the glass is clean from both sides to ensure it is contained in pristine condition.

 

  As it is museum grade paper it has 82 years’ longevity if displayed framed under glass or 132 years if displayed framed with a UV filter.

 

 Use and store ideally out of the sun, at a relative humidity of 35 to 65% and at a temperature of 10 to 30° C (50°– 86°F.)

 

 

ORDERS, RETURNS OR EXCHANGES

 

1)    When can I expect my order to be fulfilled or shipped?

Printing is done on demand. You can expect your order to be fulfilled and shipped between 5 to 10 business days.

 

2)    What is your return or exchange policy?

All our printing is done on demand therefore we cannot offer a refund or exchange for any product. We are unable to exchange or refund your order because of colour differences between your computer monitor and the laboratory’s professional calibrated printing system. 

 

3)    What can I do if there’s a problem with my order?

 If, however, you have been sent the wrong product by mistake (the product received does not match the product that was ordered) simply contact us within 14 days of receiving your order by emailing customerservice@monaelisaphoto.com with:

Your name
A detailed description of the problem
Your order number
Some pictures of the issue

 

Including these things will help us to resolve things quickly. Please allow 1-3 business days for us to get in touch with you.

 

We reserve the right to request that you return the product to us and at our discretion; offer an exchange or reprint; issue store credit for items not including shipping; take no action; or, on the rare occurrence (in that we have exhausted all possible solutions and cannot find a resolution), offer a refund. Please ensure the work is packaged appropriately and that it is protected. Ideally, use the original packaging in which the item was delivered, including all protective material. You are responsible for covering the cost of return postage if the goods delivered were as ordered.

 

SHIPPING

 

1)    Where does my order come from?

Your order gets shipped directly to you from the printing laboratory in Germany to save you both time and shipping costs.

 

2)    How long until I get my order?

Shipping to North America can take up to 10 business days. To most European  destinations it takes up to 8 business days. Please be aware that shipping times may be longer if your parcel is held for customs inspection in the destination country.

 

3)    What courier do you use?

Shipping is done by the carrier selected upon checkout or as agreed upon when we provide a customized quote. The laboratory in Germany utilizes UPS, DHL, or TNT depending on your location.

 

4)    Do I need to pay extra customs or taxes?

Each country is different. All customs and import fees and taxes are the responsibility of the customer and parcels will be marked as merchandise. We cannot mark any parcel as a gift, or declare a lower value on the customs forms. Please ensure you take into account any potential import taxes and fees before you place your order.

 

For Canadian customers, as the fine art prints are being sent by courier and are “paper” items going across a border, as long as an order does not exceed $2500, there should not be extra fees/customs. Please see here for more information. If by chance extra fees or customs need to be paid, it is up to the customer to do their due diligence. Rules change without prior notice and are different for every country, so we cannot be held responsible. 

 

5)    How can I track my order?

Once your order has been shipped, we will send you an e-mail with a tracking number so that you can confirm the status of your package.

 

6)    What if my order is marked as delivered, but I haven’t received it yet?

If your packaged was marked as delivered but you haven’t received it please consider the following:

-       Check the shipping address that was given to us.

-       Check with your neighbors, concierge or front office to see if your package was left there.

-       Reach out to your local post office, UPS pick up location or the pick-up location or office of the carrier that was used to ship your order.

-       Contact us, and we’ll see what we can do.

 

Unfortunately, we cannot assume responsibility for lost or stolen packages.

 

COPYRIGHT & PRIVACY

 

1)    What is your policy on copyright and licensing for your photographs and website?

You can see all the information regarding copyright, licensing and our website in our Terms of Use. Click here.

 

2)    I’m concerned about privacy. What is your privacy policy and how do you use my information?

You can see our privacy policy here.