Frequently Asked Questions
Welcome to JustGotYou. Whether you're choosing a thoughtful personalised gift, creating something from your own photo, or finding beautiful artwork for your home, you'll find answers to our most common questions below.
1. Products & Designs
Q: What products do you offer?
JustGotYou brings together thoughtful personalised gifts, meaningful keepsakes and beautiful home décor. Our collection includes personalised products, framed wall art, fine art prints, canvas prints, acrylic panels, aluminium metal prints and selected designs created for your home.
Our range continues to grow, so available products, sizes, finishes and personalisation options may vary by item.
Q: Where do your designs come from?
Our collection includes designs created or selected by JustGotYou, alongside carefully chosen products and artwork from our production partners. We aim to offer thoughtful designs and products that help you celebrate meaningful moments and make your home feel personal.
Q: Are all designs available in every size and orientation?
No. Available sizes, orientations and finishes depend on the product and design. Please check the options displayed on the individual product page before placing your order.
Q: How do I choose the right size?
Please review the dimensions listed on the product page and measure your available wall space before ordering. Our sizes are generally listed in inches, so check the measurements carefully to ensure the artwork suits your space.
Q: Can I request a custom design or personalised artwork?
Personalisation options depend on the product. Some products allow you to add names, messages, dates or photographs directly through the product page. For other custom design requests, please contact us to discuss what's possible.
Q: Can I upload my own photo or artwork?
Yes. Selected products allow you to upload a photograph or artwork. Availability and requirements vary by product, so please follow the instructions on the relevant product page.
For the best results, use a clear, high-resolution image and check that you've uploaded the correct file before completing your order.
2. Frames, Materials & Artwork Care
Q: What frame types and materials do you use?
Our wall art collection includes a variety of formats, such as classic frames, box frames, framed canvases, stretched canvases, acrylic panels and aluminium metal prints. Materials and finishes vary by product and size.
Please refer to the individual product description for the specifications of your chosen item.
Q: Can I choose the frame colour?
Frame colours and finish options vary by product. Where a choice is available, you'll find the options on the product page.
Q: Do any framed artworks include mounts?
Some framed products include a mount, depending on the frame style. For example, our Classic Frames and Box Frames include a mount as specified in their product details. Please check the individual listing for the exact configuration.
Q: Do your frames include glass or protective glazing?
The glazing depends on the product. Our Box Frames use float glass, while our Classic Frames use acrylic glazing (Perspex). Other formats, such as acrylic panels, aluminium metal prints and stretched canvases, are designed without conventional frame glazing.
Please refer to the product description for the exact materials used.
Q: What is the difference between acrylic panels and aluminium metal prints?
Acrylic panels feature a 10 mm acrylic construction with a glossy appearance and a sense of depth. Aluminium metal prints use a 3 mm aluminium composite panel with a lustre finish. Both offer an edge-to-edge presentation without a conventional frame.
Q: What are box frames, classic frames, framed canvases, and stretched canvases?
- Box Frames: Feature a visible 1.4 cm border and a mount for a more dimensional presentation.
- Classic Frames: Offer a timeless framed look with a 1.4 cm border and acrylic glazing.
- Framed Canvases: Present canvas artwork within a frame.
- Stretched Canvases: Feature canvas stretched around a frame, with wrap options depending on the product.
Please check each product page for its specific materials, dimensions and finish.
Q: How should I care for my framed artwork?
Use a soft, clean microfibre cloth to gently clean glass or acrylic surfaces. Avoid abrasive materials and harsh chemicals. Keep artwork away from excessive moisture and prolonged direct sunlight to help preserve its appearance.
3. Personalised Gifts & Personalisation
Q: How do I personalise a product?
Choose your preferred product and follow the personalisation instructions on its page. Depending on the item, you may be able to add a name, message, special date or photograph.
Please complete all required fields and review your details carefully before adding the product to your basket.
Q: Can I preview or edit my photograph on the website?
A live preview or photo-cropping tool is not currently available for every product. If the product page does not provide editing or positioning controls, please upload an image that is already cropped and positioned as you want it to appear.
Q: Can I change my personalisation after placing an order?
Please contact us as soon as possible if you need to correct a personalisation detail. Changes may not be possible once your order has entered production, so please check all spelling, wording, spacing, punctuation and uploaded images before submitting your order.
Q: Will my personalisation appear exactly as I enter it?
Your submitted wording and details are used to produce your personalised item. Please double-check everything before ordering. Some products may have restrictions on special characters or accents, so follow any specific instructions shown on the product page.
Q: What kind of photograph should I upload?
We recommend using the original, highest-quality photograph available. Avoid blurry, heavily compressed or low-resolution images, as these may affect the finished result. Please also follow any product-specific image requirements.
Q: Do you offer gift wrapping?
Gift wrapping is available only on selected products. If a gift-wrapping option is available, it will be shown on the relevant product page. If you cannot see the option, gift wrapping is not available for that item.
Any applicable gift-wrapping options or charges will be displayed during the ordering process.
Q: Can I send a gift directly to someone else?
You can enter the recipient's delivery address at checkout if you would like the order sent directly to them. Please make sure the address and contact details are correct.
Gift wrapping is not available for every product, so check the product page if you'd like to include it.
4. Orders, Shipping & Tracking
Q: Are your products made to order?
Many of our wall art and personalised products are made to order after purchase. Production arrangements and lead times vary by item, so please check the information on the product page before ordering.
Q: How long will my order take to arrive?
Delivery times vary according to the product, personalisation requirements, production time and destination. Please check the estimated timeframe displayed on the product page or during checkout.
If you're buying a gift for a particular occasion, we recommend ordering well in advance.
Q: How much does delivery cost?
Delivery charges depend on the product and destination. Some home décor products have UK delivery costs included in their displayed prices, while personalised gifts may have a separate delivery charge.
Where applicable, free UK delivery is available on eligible orders of £50 or more. Please check the delivery information shown on the product page and at checkout for the charges and options that apply to your order.
Q: Do you offer international delivery?
Selected home décor products are available for international delivery, depending on the destination. Our personalised gift range is currently available for delivery within the UK only.
Please check the product page and checkout to confirm whether delivery is available to your address.
Q: How can I track my order?
Where tracking is available, we'll send the tracking information to the email address provided with your order once it has been dispatched. You can then use the supplied details to follow its progress.
Q: What if I enter the wrong delivery address?
Please contact us immediately if you notice an error in your delivery address. We may be able to help if the order has not yet progressed too far through processing or production, but changes cannot be guaranteed.
Please check your address carefully before completing checkout.
Q: Can I cancel my order?
You may request cancellation, but it is only possible before production begins. As some orders move into production quickly, we cannot guarantee that a cancellation request will be successful.
Please contact us as soon as possible if you need to cancel an order.
Q: Can I place an order for multiple products?
Yes, subject to product availability. Please check the delivery information for the products in your basket, as different items may have different production times, delivery charges or shipping restrictions.
5. Returns, Damaged Items & Customer Support
Q: Can I return or exchange an item?
Personalised and made-to-order products may not be eligible for return simply because you change your mind or enter incorrect personalisation details. However, your statutory rights remain unaffected.
If an item arrives damaged, faulty or incorrect, please contact us so we can review the issue and explain the next steps. Please consult our Returns Policy for the full terms.
Q: What should I do if my order arrives damaged or incorrect?
Please contact us as soon as possible and include your order number, a description of the issue and clear photographs of the item and its packaging. Where relevant, photographs of the shipping label may also help us assess the problem.
We'll review the information and work with you to resolve the issue.
Q: What happens if there is a problem with my personalised product?
If your product arrives damaged, faulty or differs from what you ordered, please contact us with your order details and photographs where possible. We'll assess the issue and advise you on the appropriate resolution.
Q: What if I haven't received my order?
First, check your dispatch confirmation and any tracking information provided. If the estimated delivery timeframe has passed or the tracking has not updated as expected, please contact us with your order number so we can help investigate.
6. Gifts & Special Occasions
Q: Are your products suitable for gifts?
Absolutely. Our collection includes personalised keepsakes, thoughtful gifts and home décor for birthdays, anniversaries, weddings, new homes, new babies and many other occasions.
Personalisation and gift-wrapping options vary by product, so please check the relevant listing for available choices.
Q: Can I order gifts for birthdays, anniversaries or other special occasions?
Yes. You can explore our collections by recipient, occasion or product type to find something suitable. If your gift is needed by a particular date, please allow sufficient time for production and delivery.
Q: Do you offer bulk or business orders?
For bulk, business or commercial enquiries, please contact us to discuss your requirements and whether we can accommodate your request.
7. Contact & Support
Q: How can I contact JustGotYou?
If you need help with a product, an order, delivery or personalisation, please email us at contact@justgotyou.com and include your order number where applicable.
We'll do our best to assist you as promptly as possible.
Q: Where can I find your policies?
Please refer to the relevant pages on our website for full details of our Shipping Policy, Returns Policy, Privacy Policy and Terms of Service.
If you can't find the answer you're looking for, please contact us. We're happy to help.