Your Order Has Arrived: A Two-Minute Inspection Checklist

October 15, 2026

Most orders arrive in perfect condition. Now and then one doesn't: a box is crushed in transit, or a print has a flaw. If that happens, we put it right. It is much easier for everyone if the problem is found on the day the parcel arrives, while you still have the packaging.

So take two minutes when your order comes. Here is what to do.

Before you open it

Look at the box. Check for crushed corners, punctures, tears, water marks or tape that has been redone.
If it is damaged, photograph it before you open it. Take all sides, and the shipping label.
Check the label. Make sure it is yours.

A damaged box doesn't always mean a damaged item. The packaging is there to take the knocks. A photo costs nothing, and it helps if there is a claim.

Opening it

Don't cut deep. Slide a blade along the tape with the edge shallow, or pull the tape by hand. A knife pushed into the box can slice a canvas or a print.
Open rolled posters carefully. Take the end cap off the tube and ease the print out. Don't pull it by one corner.
Use clean, dry hands. Hold prints by the edges.
Keep everything. Box, tube, corner protectors, wrapping. Don't throw anything away until you have checked the item.

Check the order itself

Is it the right item? The design, the product type and the size you ordered.
Is it the right colour or option? Frame colour, shirt colour, shirt size.
Is anything missing? Read the next section before you decide it is.

Orders often arrive in more than one parcel

Each product type is made by a specialist print partner. A canvas, a desk mat and a t-shirt are made in different places, and they ship separately, sometimes days apart. If part of your order hasn't come, check your shipping emails for a second tracking number before you worry. See how long a made-to-order piece takes to arrive.

What to check, by product

Canvas

Corners: square and not crushed.
Surface: no dents, punctures, scratches or scuffs.
Frame: the canvas sits flat against a wall and the wooden bars are not cracked or warped.
Print: sharp, with no lines, streaks or patches of wrong colour.
Back: hanging hardware present and firm.

Posters

No creases, folds or dents. Look at it at an angle under a light, which shows dents clearly.
No torn or bent corners or edges.
No smudges or marks on the print.

A poster that has travelled in a tube will curl. That is normal and is not damage. See how to hang posters for flattening it.

Framed posters

Frame: no chips, cracks or open joints at the corners.
Cover: no cracks or deep scratches.
Print: flat behind the cover, with nothing trapped inside.
Hanging hardware: present and firm.

Tapestries

No holes, pulls or loose seams along the hem.
Print: even, without large unprinted patches or streaks.

Fold lines are normal. They come out with a cool iron or a steamer. See how to wash a tapestry and remove wrinkles.

Desk mats

Lies flat after a few hours unrolled. A slight curl at first is normal.
Edges: clean, without fraying or lifting.
Print: sharp and even.

A new mat may have a faint rubber smell. It fades in a day or two in the air.

T-shirts and scarves

The right size and colour.
Print: complete, straight and not cracked or smeared.
Fabric: no holes, stains or loose seams.

Pins and keychains

Pin: the back fastens and holds.
Keychain: the charm is not cracked, and the ring and clasp are attached. Some acrylic charms arrive with a thin protective film on the surface. Peel it off before you decide the charm is scratched.

What is normal, and what is a fault

Normal:

Colours a little different from your screen. Screens are lit from behind and vary a great deal. Print is not.
A curl in a rolled poster, fold lines in a tapestry, a curl in a new desk mat.
Slight differences in exact size or print placement between one item and another. These are made one at a time.
Glitch effects, scan lines and grain that are part of the artwork.

A fault:

Dents, tears, holes, cracks, crushed corners.
Print errors: lines, streaks, missing areas, smears.
The wrong item, size or colour.
Missing or broken hardware.

If something is wrong

Stop. Don't hang it, wash it or wear it.
Take photographs. The damage or fault close up, the whole item, the packaging and the shipping label. Use good light.
Keep the item and all the packaging.
Contact us within 30 days of delivery through the contact page. Include your order number, a short description and the photos.

We will review it and arrange a replacement or a refund. Damaged or defective items do need to be sent back, and we pay the return shipping. Wait for our instructions before you send anything.

The full details are in our refund policy and in what happens if my order arrives damaged.

Returns and exchanges

Every item is made for the order, so we don't offer exchanges. You can still return any item within 30 days of delivery for a refund, but you pay the return shipping, so it's worth checking the size and colour first. That is why it is worth checking measurements and the shirt size chart before you order. See how to measure a wall for art.

If everything is fine

Let a canvas or print sit in the room for an hour or two before hanging if it has come in from the cold.
Unroll posters and desk mats and let them flatten.
Recycle the packaging.
Hang it. See how high to hang wall art.