FAQs - smithandbrooks

Frequently Asked Questions

Should I choose canvas or fine art paper?admin2022-09-13T11:47:51+00:00

Should I choose canvas or fine art paper?

Choices, choices! To help you select the print finish of your dreams we have put together some information about all of our print mediums. You can find out more about our gorgeous environmentally friendly agave fine art paper prints here.

If you are thinking about choosing a hand-stretched canvas we have all the lovely details about this high-quality product here.

And if you are wanting to receive your beautiful canvas framed you can check out the options here.

Will my artwork be ready to hang when it arrives?admin2022-08-22T04:03:11+00:00

Will my artwork be ready to hang when it arrives?

This is a really important question and planning ahead can make sure you are all set to hang your piece once it arrives.

Canvas prints come ready to hang with a hanging system installed by our fabulous local printer and framer. So whether you have selected a nude canvas finish or a framed canvas you can be confident that your artwork will be ready to go straight on the wall.

Our unframed fine art prints do not come fitted with hanging hooks or wires. If you have placed your order for one of these beautiful pieces you can now start looking for a local framer to complete the work. Each print comes with an information card that includes handling details. We recommend that you let your professional framer open the parcel and remove the artwork to protect the print from damage through incorrect handling. We know you will be super excited to see your print but it is really important to leave it to a professional as even the natural oils on your hands can affect the print.

*A handy reminder: Please be sure that the hook you are hanging your artwork on has been installed correctly to your wall and is able to carry the weight of your artwork BEFORE you hang your artwork up. Adhesive hooks are not suitable for our canvas prints. This is not a drill!

Can I buy my own frame for the art prints and frame them myself?admin2022-08-22T04:03:06+00:00

Can I buy my own frame for the art prints and frame them myself?

That’s the idea! As mentioned in the previous Q&A we recommend you use a professional framer to frame your fine art print. The fine art prints do come with an information card that includes handling details.

If you find a frame that you simply cannot live without we recommend you still take the print and frame to your local framer to mount into the frame for you. Most of our fine art print sizes are standard sizes so you will be able to purchase readymade frames for them but we cannot stress enough that you need to let a professional handle the artwork.

You may notice that we (Kerrin and Brooksy) do not seem to follow this golden rule ourselves but we have both worked in print mounting and framing positions at pro labs and have experience in handling delicate fine art papers.

I have a special request – can you help?admin2022-09-13T11:42:09+00:00

I have a special request – can you help?

If you have a specific print size needed to suit a unique space or if you are wanting an urgent delivery just drop us a line on our contact page or email us directly at hello@smithandbrooks.com.au and hopefully we can help you out!

Where do you ship?admin2022-08-22T04:03:56+00:00

Where do you ship?

Currently we ship to Australian addresses only. We are working on creating an option to ship unframed fine art prints to overseas addresses so watch this space.

Do you ship to PO Boxes?admin2022-09-13T11:41:15+00:00

Do you ship to PO Boxes?

You may have noticed that some of our larger-size prints do not allow for delivery to PO Box addresses. In most cases, we can arrange delivery to PO Boxes for these larger-size prints however to be on the safe side we would like to check your order size before we get your hopes up.

Please shoot us an email via our contact page or directly to our email address, hello@smithandbrooks.com.au BEFORE you place your order so we can make sure the planets will align. If it is possible, delivery to the PO Box may incur an additional delivery fee.

How long will my order take to arrive?admin2022-09-13T11:40:08+00:00

How long will my order take to arrive?

Just in case you missed it in the above “Ordering” section we have added this answer again for you here:

To make sure we deliver the highest quality products to you, every artwork is made to order and then dispatched. This does add a little bit to the delivery timeframe but you can be assured that you are receiving a new, made-to-order piece that has not been sitting in storage.

Here we have the estimated delivery times to Australian postal addresses for your favourite products:

Unframed fine art prints: 2 weeks
Nude canvas: 3 weeks
Framed canvas: 4 weeks

Because delivery times will vary depending on your location, the size of your order and possible delays due to supply chain issues and COVID, you will also receive a tracking number once your order has been dispatched. This email will come directly from “myprophoto” so please check your inbox and junk box to keep up to date with the delivery details. If we determine that there will be an unexpected delay with your delivery time we will contact you as soon as we are aware.

*Some fun fine print! Sometimes you will get really lucky too and your order will arrive super quick! Be sure to keep an eye on your tracking notification to make sure you are ready to receive your order.

How can I track my order?admin2022-09-13T11:45:37+00:00

How can I track my order?

You will receive a tracking number once your order has been made and is ready to ship. This tracking number will be an automated email that comes directly from “myprophoto” so keep an eye on your inbox (and also your junk box). If you have any concerns regarding your order please just shoot us an email via our contact page or directly to our email address, hello@smithandbrooks.com.au

What are your shipping costs?admin2022-08-22T04:06:43+00:00

What are your shipping costs?

Shipping is complimentary on all standard orders. So if you have ordered a standard print from our shop and it is being delivered to a physical Australian address you won’t be paying any extra for delivery! Winning!

If you have contacted us for a custom size print, an urgent delivery or to enquire about delivery to a PO Box we will give you a quote for the cost of delivery depending on your requirements.

What about returns, refunds and exchanges?admin2025-01-05T23:51:35+00:00

What about returns, refunds and exchanges?

All of our works are made to order and are professionally finished and packed with love and attention. As with most products purchased online, the colours you see on your screen may vary from those on the finished product. Because each artwork is made as the order is received we do not keep stock on hand and will not accept returns, offer refunds or exchange requests. If a product arrives damaged or faulty only replacement products will be available, see our guidelines here.

If you are unsure of anything regarding your order please contact us PRIOR to placing your order on our contact page here so that we can provide you with any further details you may need to help you select the perfect piece.

Help! My order arrived damaged or faulty! What should I do?admin2025-01-05T23:48:16+00:00

Help! My order arrived damaged or faulty! What should I do?

While we do everything we can to prevent damage from occurring in transit sometimes accidents happen and it can be very disappointing. So we can help you as quickly as possible please retain the original packaging and take photos of the following items:

The external packaging
The damage to the print or frame
The fault in the print or frame if applicable
The shipping label on the external packaging

Once you have these ready please get in contact with us immediately and send your photos, your order number and the damage or fault details to the email address hello@smithandbrooks.com.au so we can help you get this sorted as quickly as possible.

*Please note that we do have limitations on returns of faulty or damaged products. You will need to contact us within 7 days of delivery with the above information so that we can organise a replacement for you (refunds will not be offered for damaged or faulty products).

What if the colour looks different on my device to the product?admin2022-09-13T11:56:31+00:00

What if the colour looks different on my device to the product?

This happens in the printing industry when images are viewed on non-colour-managed devices. There are many variables from the brand of your phone or monitor to the lighting conditions that our products have been photographed in, to the ones you view them in.

For the closest representation, we recommend viewing the artwork only image on each product page on a good-quality desktop monitor in a well-lit room. If you require a more accurate gauge of colour please contact us for more details.