Frequently Asked Questions
What people ask before they order, answered here rather than spread across four pages. If yours is not below, write and we will answer it and add it.
Before you order
Am I buying an original painting?
No. Every piece on this site is a giclee reproduction of a painting Emma made in oil, printed to order and framed before it is sent. The originals are sold elsewhere and are not what this shop is for.
What you get is the painting reproduced as faithfully as printing allows, framed and ready to hang, at a price a print carries and an original does not.
What is the difference between the Classic and the Box frame?
Depth, and the finish of the wood. Both are solid wood with the same 20mm face, and both hold the same print behind the same acrylic glaze.
The Classic frame is satin laminated and stands 22mm off the wall. The Box frame is hand stained and waxed so the grain shows, and stands 33mm off, which is deep enough to throw a shadow line down the wall beside it.
Which frame colour should I choose?
Black holds a landscape together and is the safe answer in a room you are unsure about. White disappears against a pale wall and lets the paint do the work. Natural warms up a picture that is mostly green or blue. Gold is the one that changes the object rather than the frame.
The swatches are approximate. A gilt finish reflects the light in the room and no screen can show that.
What size should I buy?
The sizes on a product page are the framed dimensions, not the paper, so what you measure is what goes on the wall.
Above a sofa or a bed, the usual advice holds: the picture wants to be roughly two thirds the width of the furniture under it. In a hallway or beside a door, the smaller sizes read better because you pass them close.
Is there a mount around the print?
No. The print fills the frame edge to edge, which is how an oil painting hangs and why a mount would look borrowed from a different kind of picture.
The glaze is acrylic rather than glass. It travels the distance a framed picture has to travel without the risk glass carries, and it is lighter on the wall.
Will the colour match what I see on screen?
Close, and never exactly. Every screen renders colour differently, no screen is made of paper, and oil paint photographs with more depth than a display can show.
Each painting is reproduced as faithfully as the process allows. A print that does not match your monitor is that difference rather than a fault, and it is the one thing on this page we cannot put right by remaking it.
Delivery
How long will it take to arrive?
Allow 3 to 13 business days from order to doorstep. Checkout shows you the same window before you pay.
The wide end of that is framing rather than shipping. A frame is assembled by hand around a print that was made for it, and more complex framing takes longer than a simple one.
Do you ship to my country?
6 countries, free: United States, United Kingdom and Ireland, Europe, Australia. If yours is not among them, checkout will not offer it.
The list is short on purpose. Every one of these markets has a printer in it, so the list is where a framed picture can be made near you rather than where a parcel could be sent.
Will I pay import duty?
No. Your print is made in your own region and posted domestically, so it never crosses a border and there is nothing for a customs officer to assess.
That is the whole reason the market list is six countries rather than two hundred.
How do I track my order?
A payment receipt reaches you by email as soon as you order, and a tracking link follows once the parcel is moving. Tracking can take a day to start updating, so a quiet link at first is normal.
I ordered two. Will they arrive together?
Not necessarily. Each piece is framed individually and different sizes take different amounts of time, so we send each one as it is finished rather than holding the first until the last catches up.
If something goes wrong
It arrived damaged. What happens now?
Email us within 30 days of delivery with your order reference and a photo. We remake it and send it at no cost to you, and you keep the damaged one. There is nothing to post back and nothing to pay.
A framed picture is the item in this portfolio most likely to be hurt in transit, so this is a routine process rather than a dispute. Photograph the packaging too if you still have it, which helps us press the carrier.
What counts as a fault and what does not?
Faults, which we remake: a cracked glaze, a chipped or split frame, a print that is marked, creased, crooked in the frame or is the wrong picture entirely.
Not faults: colour that differs from your screen, brush texture that reads flatter on paper than it does in oil, and the small variation in wood grain and stain that makes one hand-finished frame not identical to another.
Can I return it because I changed my mind?
Each piece is printed and framed for one order, so change of mind is not covered once it is in production. Write to us straight away if you have only just ordered and we will stop it if we can.
Nothing here removes the rights you have where you live, including UK, EU and Australian consumer law.
Looking after it
Do I need to frame or mount it?
Nothing. It arrives assembled with the fittings already on the back, so it goes from the box to the wall.
Where should it hang?
Out of direct sun, like any print on paper. Pigment inks are stable for decades indoors and hours of daily sunlight will shorten that on any picture, not only this one.
A bathroom is the other place to avoid. Repeated steam is harder on a frame than on the print inside it.
How do I clean the glaze?
A dry microfibre cloth. The glaze is acrylic and it scratches more easily than glass, so nothing abrasive and no glass cleaner, which will haze it.
Getting hold of us
hello@emmamickelberg.com. Quote the order reference from your confirmation email. Every message is read and answered.