Frequently Asked Questions

Yes, custom sizes are available for all unframed prints. Please send us your enquiry to info@throughourlens.com.au

The dimensions shown on our website are measurements of the physical print with the white border. Once framed, an additional 1.5cm is added to each side of the print.

Rest assured that all available print options have been checked to make sure there is sufficient printing resolution. Should an image be inappropriate for larger format prints, these are listed as unavailable on our website. For your reference, landscape orientation options (if available) will always be printed with higher quality as the photo is printed using its maximum available resolution.

 It is also important to note that viewing is affected by distance, and each print size has a minimum and maximum range that is best respected to optimise viewing quality. We suggest a viewing distance of at least 1 metres for a large-size framed print as one typically looks at an artwork hung on the wall.

All of our framed artworks come ready to hang. Hanging fitting on the backs of frames are as below.
- Small size frames: 2x metal sawtooth hangers for vertical and horizontal orientation.
- Medium, large and extra-large size frames: D-rings and metal wire hanger.

The final printed image will look almost identical to what you see online. Images shown on our website are from the same image file library we use to print your orders. However, it is important to note that the colour profile used for screens is different than the colour profile that is used for printing.

Scanners, digital cameras and computer monitors use red, green and blue (RGB) light to display colour. Commercial printing presses print with cyan, magenta, yellow and black (CMYK) ink, called process printing, instead of RGB light, and therefore produce a different range of colours.

The difference between RGB and CMYK can be summarised in the points below:

RGB
- Red, Green and Blue
- Used for screens
- Uses pixels of varying amounts of RGB light to create colours
- The higher the levels of RGB the brighter the colour
- As RGB colours are created with light colours can be brighter than CYMK

CMYK
- Cyan, Magenta, Yellow and Black
- Used for print
- Uses halftones or dots and colours become darker the more CMYK used
- CMYK images get their brightness from the paper stock they are printed on

At this stage, we do not have a dedicated brick-and-mortar store for you to come and view our collection in person.

We have a limited range of small prints featured in a store called Artisans Nest, located at the below addresses:

35-37 Hall St, Bondi Beach NSW 2026
15 King St, Newtown NSW 2042

All of our online pieces are custom printed and made to order. We pride ourselves on keeping our overheads low to continue providing our customers with the highest quality, competitively priced and exclusive wall art.

With that said, we understand the anxiety of online shopping. There is detailed information on our website about our different product categories, along with images and reviews of our products.

Please note, all of our prints and artworks are custom made to each order. Once your order is confirmed, it is sent directly to our print queue. Please review the items in your cart carefully before placing the order, as we cannot change or offer exchanges once the order is in production.

Should you wish to cancel an order, please get in touch with us immediately before the order is printed. However, this is not guaranteed.

Once your payment has cleared, you will receive a confirmation email with your purchase receipt.

Production will begin the same day or the next business day. Turnaround times vary depending on each product category, see below:

Unframed Prints: 2-3 business days
Framed Prints: 6-8 business days
Canvas Prints: 5-7 business days
Jigsaw Puzzles: 1-2 business days

A shipping confirmation email with tracking information will be sent as soon as your order is completed and ready for dispatched.

Unfortunately, we are not facilitated for click and collect at this stage.

At Through Our Lens, we endeavour to dispatch your order as quickly as possible, and we have worked hard to achieve one of the fastest turnarounds in the industry. Our products are made to order and have different production and dispatch times.

Unframed Prints
Please allow approx. 2 - 3 business days to process and print your print to order. All unframed prints are packed and secured using sturdy mailing tube, then dispatched from our Sydney warehouse via courier.

Framed Prints
Please allow 6 - 8 business days to custom print and professionally frame your print to order. Our made-to-order frames are handmade, each individually by qualified framers in Australia, then dispatched from our Melbourne warehouse via our shipping partners. Please expect further shipping delays during busier times of the year, including the peak period before Christmas.

Stretched Canvases
Please allow approx. 6 - 8 business days to custom print and professionally stretch and frame your canvas print in Australia, then dispatched from our Melbourne warehouse via our shipping partners. Printed with the latest eco-solvent technology, our canvas prints are hand-stretched and come ready to hang.

Jigsaw Puzzles
Please allow approx. 2 to 3 business days to process and pack your jigsaw puzzle, ready for shipment from our Sydney warehouse.

We take great care and pride in packing our frames to ensure they arrive safely, and well presented. Our heavy-duty boxes are made with premium 8mm thick twin wall corrugate and are especially designed to withstand rigorous handling during shipping. All frames are bubble wrapped and come with cardboard guards for added protection.

 Unframed prints are carefully rolled up into our protective sleeves to protect printed surface from rubbing and scuffing during shipping. Depending on the print size, we use four different sizes of tubes. The tubes we use are a premium 3mm thickness to minimise chances of crushing.

Depending on your location, your order will arrive within 2-8 business days from the dispatch date under the current circumstances. This advice excludes remote and regional destinations such as WA and NT, which will naturally require more shipping time than the other states and capital cities.

The above times are provided as a guide only and are subject to variable scenarios and unforeseen circumstances. Please allow additional delivery times during peak periods.

Depending on the size, number of the artwork and where you are located, framed prints are sent via Australia Post, Aramex or Allied from our Melbourne production facility.

Canvas prints are sent via StarTrack Express service from our Melbourne production facility.

Other products, including unframed prints and jigsaw puzzles, are shipped from our Sydney production facility via Australia Post.

In light of COVID-19, our post and courier partners have put measures in place to protect ourselves and operating drivers. If you are not home at the time of delivery, our delivery personnel will leave the parcel on your premises if it is safe to do so. Often this will be near the front door and outside of the weather. Otherwise, our driver will leave a card with instructions for you to pick up the parcel from your local post office.

Yes, we offer international shipping for all unframed prints. You can do this directly through our website. 

For framed prints, please get in touch with us at info@throughourlens.com.au. We are partnered with a global company that work with us to handle the production and shipping of framed print orders outside of Australia.

Unfortunately, we are not facilitated for click and collect at this stage.

Change of mind

Please note all of our products are custom made for each order and customer's specifications. We are unable to provide a refund or replacement based on a change of mind. Please review your cart carefully before placing the order, as we cannot modify or offer exchanges once the order is sent into our production pipeline. Please ask any q's before purchase if you are unsure, we are more than happy to assist you.

You can choose a refund or exchange if an item has a major problem. This is when the item:

- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn't do what we said it would, or what you asked for and can't be easily fixed.

If you feel that you are not satisfied with your order, please reach out to us at info@throughourlens.com.au

All returns must be made within 14 days of receiving your order. Shipping costs when returning an item are at buyer's expense and are non-refundable. Item(s) must be returned in their original condition and packaging. If you receive a refund, the cost of return shipping will be deducted from the total amount. Estimated time of delivery of your exchanged product may vary depending on where you live. If you are shipping an item over $75, we advise using a trackable shipping service or purchasing insurance to go along with your service. There is no guarantee that we will receive your return item.

Damaged in transit

Under Australian consumer law, we will replace any products that arrive damaged, faulty, or different to described on this website. When shipping large, fragile items, there is always a risk of damage during transit. Thankfully, this is a rare occurrence for us due to considerable protective packaging.

If items arrive damaged, you must contact us immediately via email within 24 hours of receiving the product and provide photos of the damage along with the original packaging. Please do not discard the packaging until sufficient evidence is provided to us.