Frequently asked questions – FAQs

If you’ve made a mistake, don’t panic! Our support centre is here to help. Maybe you’ve accidentally added something you don’t want, or left out a crucial addition to one of your designs. Whatever the problem, we can organise a re-print at a discounted price. 

As long as your order was placed within the last 30 days, we can provide reprints, duplicates and corrections as a lower cost. Reach out to customer service to find out more. 

We always strive to make sure your purchase reaches you in perfect condition, but on the rare occasion it doesn’t, please don’t hesitate to get in touch with customer service. We’ll work to resolve the issue for you. 

If you’ve provided the wrong contact details, please get in touch with us as soon as possible so the team can send your order to the right address. We have a quick turnaround, so be aware that if your order is dispatched to the wrong address and it’s lost, a new order will need to be placed at your expense. 

We want you to enjoy your purchase from Created by Magic, but we know every now and then you might need to return a product. 

Unfortunately, we cannot accept personalised items back unless there is a fault with the product. If you are unhappy with your order in any way, please contact us and we will be happy to discuss a refund or exchange. 

Non-personalised items can be returned in their original condition and packaging within 14-days of delivery. We recommend sending via registered post. We will then either replace or refund the goods, depending on your wishes. All return postage is the responsibility of the purchaser. 

If the goods you are returning are defective or damaged, we will examine them on return and notify you of your refund via e-mail as soon as possible. Refunds are processed within 30 days of an e-mail confirmation of receipt and confirmation the item(s) are defective. Money is transferred back to the same payment method used at the time of purchase. 

In the event we cannot refund via your original payment method, we will instead issue a cheque to the address used on the order. If you are unsure of any part of our returns policy, please don’t hesitate to contact us at customer support.

If your order has not yet been processed or dispatched, you will still be able to cancel your order. If the order has already been dispatched or you have already received it, please see ‘Can I return my personalised print’ for more information on our returns policy.

We offer a range of frames to suit every budget and artwork. Please take a look at our full frame range here.  

Orders typically arrive within three weeks, though timing can vary. If three weeks have passed since your order was placed, please first check your prints have not been received by another member of your household and then get in touch with our customer service team to request a refund. 

Refunds take an average of seven days after we receive returned products at Created by Magic. If no goods were supplied but a refund is requested, it takes 24 hours for us to process a refund after being informed of order cancellations. 

We currently sell to just to UK mainland customers. For more information, take a look at our Delivery page before placing your order.  

If your PayPal page looks as follows, just click on “Pay with a credit or debit card“: 

paypal payment

Pixelated or blurry photos are not great when trying to create one of our illustration using a photo. Making sure that your photos are in high resolution is one of the first steps to ensure your illustrated print would turn out great.

To check a photo’s resolution on a Windows PC, select the file you want to use. Right-click on the image and then select “Properties.” A window will appear with the image’s details. Go to the “Details” tab to see the image’s dimensions and resolution. Checking a photo’s resolution on a Mac is similar to a PC. Select the image you want to use and “Right-click” on it. Click on “Get Info” Hi-res images are at least 300 pixels per inch (ppi) and approximately 2,000 pixels in length. If you have any queries about your image, please just get in touch.

Our confirmation emails sometimes get blocked by providers. Just like our dispatch and processing emails, they might end up in your spam or junk folder. If you can’t find the email after checking this folder, please get in touch with our team. 

2021-05-26T11:19:39+00:00

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