FAQ

Complaints

I'm not satisfied with my order. What now?

We always aim to please with our products and our customer service. If you do have a complaint however, we kindly ask you to tell our customer contact department over email or our contactform.

Our employees from the customer care department will review your complaint and try to solve it to your satisfaction.
Our details:

Gallery Color
Middenweg 105 - 107
1098 AH Amsterdam
071 - 8200250
info@gallerycolor.co.uk
       
After receiving your complaint you will get a confirmation.
We will answer your complaint within 14 days after receiving it. If we need more time you will be informed.

If this is not appreciated, you can always contact the medation department of the Stichting Webshop Keurmerk that Gallery Color is affiliated with. If the mediation doesn't lead to a satisfactory end for whatever reason, you can always submit your dispute to the dispute committee (Dutch: Geschillencommissie, SGC)

Right of return

Can I return my order without submitting a reason?

Sadly this is not possible for just any product. The terms and conditions (and the Dutch law) say: "The consumer can dissolve an agreement concerning the purchase of a product during a reflection time of a minimum of 14 days without submitting a reason. The producer may ask the consumer for a reason for return, but can't obligate him or her to give one.

However, there is an exeption. Article 10 paragraph 6 says: According to the specifications of consumer-made products, that are not manufactured and that are fabricated based on individual choice or decision made by the consumer, or that are clearly meant for a specific person.

This means that all products that we produce in a size chosen by you can't be returned.

Image file requirements

What are the image file requirements?

Via our website you can upload the file formats JPG (jpg, jpeg) and tiff (tif, tiff) during the order process. The standard format of most digital cameras is the JPG format. You can crop the photo during the order process to the right size. Best is to supply the photo in Adobe RGB 1998 color profile, as it has the most color information. The maximum size that you can upload over the website is 200 MB. Keep in mind that this might take a bit longer, depending on your uploadspeed. Is your file bigger? Than you can send it to us over wetransfer.com.

If you have more questions, please contact us.

Do you have a cutting margin?

Yes, we manage a cutting margin of 2mm around the image. So make sure that there is nothing important like text to close to the border of the photo.

Ordering process

How do I order a photo?

We explained the whole ordering process for you on the page purchase explanation.

I get a notification that the resolution is too low. What now?

The resolution of the photo that you want to orderis probably to low for our minimum requirements. You can always contact us so we can discuss the possibilities with you.

The size I want to order is grayed out and I can't click it. What now?

The resolution of the photo is too low to order it bigger. Choose a smaller size or contact us so we can check the possibilities.

How do I pay?

See our page payment methods.

Are the prices including VAT?

Yes, all the prices on our website include the Dutch VAT, but exclude costs for shipment.

Can I order custom sizes?

Definetely, with most products you can click the tab custom size after uploading your photos online. Here you can specify your wishes accurate to the milimeter. If you can't find the tab for custom sizes, contact us to express your wishes. We can send you a custom offer.

Shipment / delivery

How long does it take before my order is delivered?

Generally you receive your order within 7 workdays. If you have a diverging product or a very big order, we will personally inform you of the delivery time.

Can I specify a delivery address that's different from the billing address?

Yes, you can choose a diverging delivery address with the payment step. Try to choose an address that has someone present most of the time. For example your work address if you're not home during the day.

What carrier do you use?

We normally ship with the shipping company Packs. For oversized orders we might choose to use another carrier.

Can I come to pick up my order.

Yes, you can come to pick up your order. In the payment step you can choose the 'pick up' option. You'll get a message when your order is ready at our photolab in Noordwijk.

What are the shipment costs in the Netherlands?

My photo is damaged. What do I do?

Always check the packaging when it gets delivered. If the packaging is damaged, tell the carrier. He or she is obligated to make a notition.
If possible we ask you to take a picture of both the packaging and the damaged product. Next contact us and we will make sure you'll receive a replacing product.

Hanging

How do I hang the work?
All photos behind plexiglass, on dibond, on forex and in (shadow)frame are provided with a practical hanging frame on the backside. The only thing you need to do is put 1 or 2 screws in the wall and hang the work.

Will my photo have drilholes?

No, the hanging frame is a blind hanger that's invisible from the front.

Is the hanging frame included in the price?

Yes, the price includes the hanging frame. So no surprises afterwards.

Can I order a photo without a hanging frame?

Yes, but not on the website. Contact us for the different possibilities.

Direct print vs. Fine art

What is the difference with direct print?

With directprint the plexiglass, dibond or forex is directly printed on with an inkjet printer. We first develop a real photo that is glued behind the plexiglass or glued on the dibond or forex. The quality of a real photoprint is way higher than that of a direct print.

Why are you more expensive than for example the Hema?

We deliver photoproducts that are hand made and therefore labor-intensive. In addition we onlyl use the best materials for our products. Because of this you might pay a bit more, but the quality is also way higher.