Here are our answers to some commonly asked questions.
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How long will I have to wait for my bespoke prints?
For most of our products you will receive delivery within 12 working days. Some of our more specialist finishes, like Wall Hangings, Ceramic Tiles and Lampshades can take longer to create, so we will advise a delivery date once you’ve placed your order.
What is so unique about your images?
We have exclusive agreements with our partners, such as the V&A and Atelier Zina de Plagny, to use their images for bespoke prints. We’ve taken each image and prepared it specifically for use on a large scale; a painstaking procedure that for some images has taken days of preparation. However we know that the end results are worth all the effort.
How do I apply the mural to my wall? Do I need professional help?
Our professional installation service can take care of everything, from site survey to final installation. But you can of course install the mural yourself; we provide detailed instructions and installation videos. If this will be your first attempt at hanging wallpaper we recommend that you use your own professional decorator to hang your mural.
My wall is irregular – what should I do?
This is not uncommon, and that’s why we supply your mural with an extra 50 mm overlap around your image, to allow for wall imperfections. However, once you have given us the dimensions of your wall we’ll plan the production of your mural to fit your specific requirements.
Am I supposed to receive screws with the fixings for my bespoke print?
We only supply the fixings you’ll require to mount your bespoke prints, not the screws for fixing to your wall. This is so that you can make your own decision on the right screws and fixing method for the finish of your own wall.
Can you print onto fabric? Can you print upholstery for example?
We can print our images onto a range of fabrics using our state-of-the-art digital fabric printer. This includes cotton based interior fabric and polyester coated blind fabrics. Please contact us at email@example.com with any enquiries.
Can I use my own digital pictures?
All our images are created to the highest possible resolution, with some files being in excess of 1GB. However we’re happy to work with your creations too, and we can advise on their suitability. You can even visit our Specialist section and upload your image, where we will be happy to look into it for you.
What resolution do you print at?
We print at true 720 dpi, giving the best possible results for all our prints.
Do I need to setup an account to place an order?
No. You can place an order from our website without creating a My SurfaceView account. You will need to fill in your billing and shipping details to complete the order but these details will not be stored.
I’ve Forgotten my My SurfaceView password, what should I do?
When you go to login to your account, you can click on the Forgot Password link. You will be asked to confirm your e-mail address and the password will be sent to the e-mail address that your account is registered with.
Why are shipping restrictions applied to some items?
Whilst we try to make sure we can ship as many of our products as possible to every worldwide location, some of our prints are very large and some couriers won’t take the graphics overseas. We produce all of the graphics right here in the UK and so have had to restrict the sizes of some of our products for shipping overseas.
For further information about oversized prints please contact us at firstname.lastname@example.org
What packaging will my order be shipped in?
We take great pride in the manufacture of your bespoke prints, but also in the way we package and protect them for delivery to you. Your prints will be packaged securely in either a robust tube or a bespoke rigid box to ensure it arrives with you the way it leaves us.
Do I need to sign for my order?
Yes you do, the packages are too big and too valuable to left on doorsteps or squeezed through letterboxes. We use trusted couriers to deliver your bespoke prints but if you suspect it to be damaged for any reason when the parcel is delivered you can indicate that the goods were signed for in a damaged condition.
Can I change my shipping address after an order has been dispatched?
Once your bespoke prints leave our factory we can’t change the shipping address. We can have the item returned to our factory and re delivered but a further shipping charge would be incurred.
Can I add items to an exisiting order?
Of course. Just call our team on 0118 922 1327 or e-mail at email@example.com with your existing order reference and the items you’d like to add, our team can then advise a new delivery date for the entire shipment.
How will I know you received my order?
When your order is placed you will receive a notification e-mail with your order details and unique order reference. Our team will later be in touch to confirm a proposed delivery date for your bespoke print.
What if I don’t like my bespoke print?
We have a money back guarantee based on the quality of our product. Because of the bespoke nature of our products we cannot accept returns if you have changed your mind on a colour scheme or for any other aesthetic reason. But if you are unhappy with the quality of the product or the condition in which it arrives with you, please notify us within 14 days of receiving your products, and we will refund or replace your item.
Who owns Surface View?
Surface View is a division of VGL. This provides access to one of the most advanced digital print plants in Europe. Driven by technology, powered by hands-on experience, VGL is a family run screen and digital print company with a reputation for quality and innovation. Visit VGL www.vgl.co.uk.