Frequently Asked Questions

Krafty Kiwi has a range of images that can be purchased online in various formats. We can also work with your own images.

Listed opposite are various frequently asked questions. If you still require further information on any aspect of our products and services, please don't hesitate to contact us.

Q.

In what formats are Krafty Kiwi's images available?

A.

The available formats include:

Customers should refer to the shopping cart drop down lists for specific sizes. Greeting card packs are of the same image, but mixed packs may be ordered on request. Calendars are also available during the autumn/winter season.

Coasters, fridge magnets and keyrings are available at Tavistock Pannier Market and the various craft fairs we attend. They are not standardly available online, but please do contact us if you have a specific request and we will do our best to meet your requirements.

Q.

Do you offer a framing service?

A.

Q.

Do your canvases fade over time?

A.

Q.

What materials are used for your mounted prints, cards and calendars?

A.

We use a range of photographic paper to produce the best print quality. Our small and medium sized mounts are produced on 210 GSM premium satin photographic paper. Our larger prints are produced on 260 GSM premium satin photographic paper, which gives a fantastic result on the larger format. All mounts used are acid-free.

Greeting cards are printed on 210 GSM matt photographic card, and are supplied with diamond-flap envelpoes. Calendars are printed on 180 GSM double-sided satin brochure paper. All stock gives excellent print quality.

Q.

If I want my own photo printed onto canvas, in what format do you need the photo and how should it be sent?

A.

Digital photos should preferably be sent in JPEG format with a high resolution - preferably 300 ppi or higher if possible. We will accept lower resolution images but customers should be aware that the quality of the end product is partially dependant on the resolution of the original image. We are happy to assess the quality of the image and advise maximum size free of charge. We advise sending us the image prior to ordering so that its suitability can be checked and confirmed first.

Images can be sent via email or by post on a CD/DVD. Images may also be brought into Tavistock Pannier Market on CD/DVD, SD card, or USB stick. Krafty Kiwi uses anti-virus software that is automatically updated. All incoming e-mails, files and disks will be scanned and any unsolicited attachments will not be opened.

Q.

Can you use non-digital images i.e. hard copies of photos?

A.

Yes we will accept hard copies of photographs if you do not have digital images and are unable to scan the image to JPEG format at home. Krafty Kiwi can scan the image to JPEG format, but customers should be aware that the quality of scanned images may not be as high as digital images. Original photos will be returned with the final product.

It is important to note that any transmission of files and photographs via the internet or the post is not guaranteed to be 100% secure. Customers are therefore strongly advised to keep a copy of the original photo where possible and to use a traceable method of postal delivery. Krafty Kiwi cannot accept responsibility for any subsequent failure of computer systems or the postal service which may result in images being lost or destroyed. If requested, original photographs and/or final product can be returned via a traceable method of postal delivery, the cost of which will be charged to the customer.

Q.

Do you offer a photo editing service, and can I view any changes prior to printing to check that I am happy with the results?

A.

Krafty Kiwi offers an editing service, which may include basic image optimisation and enhancement or more advanced editing such as object removal, montage etc. Basic image optimisation is included free of charge but more advanced editing will incur an extra charge. Please contact us to discuss your exact requirements prior to ordering and we will endeavour to work with you to achieve your desired end result.

We are happy to email a watermarked copy of the final image to you on request if you wish to check the image and make any amendments before printing. Once you are happy, the item will be printed and dispatched minus the watermark. PLEASE NOTE that a watermarked image will only be sent for checking if specifically requested.

Q.

How are my details and images used and stored?

A.

With the introduction of new GDPR data protection rules, Krafty Kiwi's Privacy Policy has been updated effective 25th May 2018: Customer contact details are used solely for contacting customers regarding their queries and orders. This data will be kept confidential and will never be passed on to any third parties. Customer images are used solely for the purpose of editing and completing the order to the customer's instuctions, and will not be reproduced or disclosed to any other party; the original image will then be deleted and the edited digital version retained in case the customer reverts with further amendments. Customers details and images will not be used for advertising purposes without the customer's prior written permission. Customers may request access to or deletion of their details and/or edited images at any time and Krafty Kiwi will immediately delete all data. All customer data is kept on PCs which are password proected and only accessible by Krafty Kiwi. Paper copies of invoices are kept on file for a minimum period of six years for tax purposes.

Q.

What payment methods do you accept?

A.

Paypal is the preferred method of payment. We will also accept cheque or postal order, but please bear in mind the extra time required for these forms of payment to clear. Cheques should be made payable to Miss Louise Horrod. We regret that we are currently unable to directly process debit or credit cards.

Q.

How are the products packaged?

A.

Mounted prints and cards are sealed in a protective cellophane bag and are posted flat in a board-backed envelope to prevent damage from bending.

Canvases are individually wrapped in bubble-wrap and packaged in a cardboard box for total protection. For collection in person from Tavistock Pannier Market, canvases are only bubble-wrapped, but may be packed in a box on request for a small additional charge.

Q.

What postage options are available?

A.

Products are standardly posted via Royal Mail's second class standard mail service or via Parcelforce 48 service. If customers live outside the UK or require any alternative postal services such as recorded delivery or special delivery next day, please do not hesitate to contact us for a postage quotation.

If you are collecting from Tavistock Pannier Market, please select the Collection in Person option at the checkout.

Q.

How quickly are products dispatched?

A.

All Krafty Kiwi originating products are generally dispatched within 48 hours of cleared payment. Canvases may incur a longer dispatch time if they are not in stock as they require specialist printing and assembly, so please check availability before ordering if you require the items quickly.

Advanced editing of customer images may also potentially extend the dispatch time. If a product is needed urgently, please contact us and we will do our best to accommodate any reasonable request. We are happy to send the item via Royal Mail's special delivery next day service on request, the cost of which will be borne by the customer.

Q.

Are there any restrictions on the images you can work with?

A.

Krafty Kiwi reserves the right to refuse to work on any images that we deem to be offensive, immoral, illegal or objectionable in any way. We also accept no liability for the misappropriate use of any image after it has been returned to the customer. We will do our best to satisfy customer requests but please bear in mind that some images may be subject to copyright and subsequently Krafty Kiwi may be prohibited or restricted from using them.

If we have any problems completing a request, we will contact you as soon as possible to discuss options. In the unlikely event that Krafty Kiwi is unable to complete an order, the customer will be notified immediately and any payment made refunded.

Q.

If I am not happy with the product, can I return it and get a full refund?

A.

Returns will be accepted but the customer must notify Krafty Kiwi as soon as possible and return the item in good condition within 14 days of dispatch (customer pays all postage costs). Once the item has been received, the item cost will then be refunded. Postage costs cannot be refunded. Krafty Kiwi reserves the right to refuse a refund if the item is returned after 14 days or if the item is returned damaged.

In the event of the product being received by the customer in a damaged condition, Krafty Kiwi should be notified immediately and the item returned. We will then send a replacement at no extra cost and refund the postage incurred on returning the item.