FAQs
What kind of photo works best?
A sharp, well-lit photo where the subject fills most of the frame. Faces should be large and clearly lit — heavy shadow across a face is the single most common reason a kit disappoints. Upload it anyway if you are unsure: we check every photo by hand and tell you before we print.
How many people can be in one photo?
One or two works at any size. Available sizes are 30 x 40 cm and 40 x 50 cm. For group photos, choose 40 x 50 cm with 48 colours and make sure the faces are large and clearly visible. We review your photo and provide a digital proof before printing.
Do I need to know how to paint?
No. The drawing is already done — you are matching numbers to paint pots. People who have not held a brush since school finish these.
How long does it take to paint?
Around 10 to 15 hours for a 40 x 50 cm canvas at 36 colours, spread over as many evenings as you like. 24 colours is faster; 48 colours adds roughly twelve hours and a lot more depth.
How long until it arrives?
United States and eligible European countries: Custom kits are estimated to arrive within 7–11 business days after payment is received and the final proof is approved. Standard kits and accessories are estimated to arrive within 7–11 business days after payment is received. These estimates include production, packing and transit. Time spent reviewing or revising the proof and awaiting approval is excluded. Business days exclude weekends and public holidays. For other destinations, email support@my-paint.com before ordering to confirm availability, shipping cost and estimated delivery time.
Will I be charged customs or import tax?
No. Duties and import taxes are paid by us before the parcel reaches you. The price at checkout is the price you pay.
What if I do not like the proof?
Tell us and we redo it. We only print once you have approved how your photo looks as a numbered canvas, and there is no limit on revisions before that point.
What if I run out of a colour?
Email us the pot number and we post a replacement free. Running short is our packing error, not your mistake.
Can I return it?
Photo-personalised kits cannot be returned for a change of mind. If your kit is damaged, faulty or incorrectly supplied, contact us so we can resolve the problem. Standard designs and accessories may be returned within 30 days under our Refund Policy.
Is the canvas folded?
No. Canvases ship rolled inside a rigid tube, so there is no crease through the picture.
Shipping destinations and rates
For the United States and the European countries listed below, standard shipping costs USD 4.90 for orders below USD 49 and is free for orders of USD 49 or more.
The threshold is based on the merchandise subtotal after discounts, excluding taxes and shipping. The same rule applies to custom kits, standard designs and accessories, including no-frame and DIY frame kit options.
Eligible European countries: Austria, Belgium, Switzerland, Czechia, Germany, Denmark, Spain, Finland, France, United Kingdom, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Sweden.
Other destinations: Please email support@my-paint.com before ordering. Include your country, postal code and intended items so we can confirm delivery availability, shipping cost and estimated delivery time. Online checkout is available only for the eligible destinations listed above; other destinations require prior email confirmation.