1. Collector FAQs & Ordering
What level of fidelity can be expected from a reproduction?
Our works are meticulously executed to honor the chromatic DNA, compositional weight, and texture of the original masterworks. However, our creations are handcrafted artisan reproductions built from high-resolution digital captures—not historical forgeries. We are committed to a reasonable, high-fidelity visual representation that captures the soul and emotional resonance of the artwork.
When and how is payment made?
Payment is required in full upon order confirmation to initiate studio allocation and canvas preparation.
- Guaranteed Security: All transactions are processed through encrypted, PCI-compliant online payment gateways.
- Collector Protection: Your order is covered by a 6-month fulfillment guarantee. In the unlikely event that your package is lost in transit and unfulfilled, a full replacement or refund is issued.
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2. Production Timelines & Craftsmanship
How long will it take to receive my painting?
Please allow approximately 3 to 5 weeks from order placement to delivery - simple prints take only a few days. This timeline accounts for:
- Artisan Creation: Manual layer-by-layer painting and detail work.
- Essential Curing: A mandatory drying and oxidation window (up to 3-4 weeks for heavy oil impasto) to ensure paint stability during transit.
- Custom Framing & Logistics: Precision stretch bar assembly or crate construction, followed by 4 to 5 days of express transit.
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3. Packaging, Shipping & Customs
What are the shipping costs for my order?
Shipping costs are calculated automatically at checkout based on destination and selected finish:
- Rolled Canvases (Heavy-Duty Cylinder): Transport is billed at direct carrier cost (DHL, FedEx, UPS) with zero markup.
- Stretched Canvases (Wooden Frame): Rates reflect international transport, handling, wood framing hardware, and custom impact-absorbing packaging.
- Custom Framed Editions: Rates cover custom wood frame assembly, specialized corner armor, reinforced timber crating, and express freight handling.
Isolated Delivery Note: Additional courier surcharges may apply for addresses located in remote regions, mountain zones, or isolated islands outside standard delivery routes.
Are there import duties or customs taxes?
All items dispatch directly from our Saigon atelier. Poppins Shop covers initial export logistics and primary shipping fees. Depending on your country's customs regulations, local import duties or VAT may be collected upon arrival (typically ranging between $20 and $30 USD, free for the US). Canvases shipped stretched or framed are generally assessed at a higher customs valuation than rolled canvases.
How does delivery work for large-format framed canvases?
- Up to 200 cm: Canvases arrive fully stretched and ready to hang.
- Exceeding 200 cm: To prevent structural bending or damage during transit, stretcher bars are shipped precision-mitered alongside the canvas. Assembly takes approximately 5 minutes using our provided instruction guide.
- Assembled Crate Option: For fully assembled oversized shipments exceeding 200 cm, contact our studio desk to arrange reinforced wooden crate freight (additional fees apply).
How do I obtain my tracking details?
Packages are dispatched via international express couriers (FedEx, UPS, or DHL) with a typical transit window of 4 to 5 business days post-dispatch (or ~2 weeks via international post for select destinations). Tracking numbers are generated upon carrier pickup and can be requested directly by replying to your order confirmation email.
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4. Technical Specifications & Craftsmanship Tiers
To ensure total transparency, please review the physical characteristics and inherent boundaries of our three execution tiers before placing your commission:
1. Museum Quality (100% Hand-Painted)
Executed layer-by-layer from scratch by senior master artists on archival 320–380 GSM Italian cotton canvas—zero digital printing involved.
- Feasibility Limits: Our artists work from ultra-high-definition photographic master files. While we achieve extraordinary visual accuracy, manual oil painting cannot produce a millimeter-identical relief clone of an original master's age-related paint shrinkage or exact micro-texture.
- Action & Expressionist Styles: For works in the style of Jackson Pollock, JonOne, Zao Wou-Ki, or Pierre Soulages, the artwork is created in the exact spirit, rhythm, and technical method of the master. Individual paint splatters, drips, or palette knife passes cannot be duplicated atom-for-atom, though we guarantee the closest possible visual representation.
2. Studio Painted (Hybrid: Giclée Base + Oil Enhancements)
A balanced synthesis of digital precision and tactile oil artwork. We output a precision 12-color Giclée baseline onto 320 GSM cotton canvas, then our studio artists manually apply real oil paint and gel mediums over the salient compositional focal points.
- Tactile Impasto: Physical brushstrokes and light-refracting ridges are added by hand to give the canvas authentic depth.
- Print Baseline Note: Because this tier relies on a high-definition digital foundation prior to oil glazing, large-format resolution boundaries (such as mild softness on oversized dimensions) apply to the underlying print layer as detailed in Tier 3 below.
3. Archival Giclée (Canvas Print Only)
Precision 12-color pigment reproductions output onto archival 320 GSM cotton canvas or 230 GSM Fantac matte paper.
- Standard Viewing Distance: Fine art prints are calibrated to be viewed from a standard gallery distance (calculated as Canvas Diagonal × 1.5). Inspecting large-format prints from a distance of a few inches may reveal natural photographic grain or subtle historical softness.
- Resolution & File Limitations (Max Sizes): Depending on the historical source file available for a given masterpiece, expanding a print to maximum dimensions (such as 120 cm or larger) may result in minor visual blur or softness. This is an inherent physical limitation of digital scaling. If close-range sharpness is a critical requirement for your space, please consult our curation desk prior to placing your order.
- Website Catalog Standard: The high-resolution master image published on our website serves as the sole visual reference. Natural historical craquelure (fine cracking present in centuries-old oil layers) is intentionally captured and reproduced as part of the artwork's authentic history.
- Screen Calibration: Displayed colors may vary slightly depending on your device's contrast, brightness, and color calibration settings. Minor technical display variations are normal and do not constitute grounds for a return.
- Digital Source Files & AI Enhancement: Not all historical or niche artworks exist in native high-definition (HD) museum scans. For certain rare compositions, we work with source files acquired across global digital archives, which we enhance using advanced AI upscaling algorithms. While AI enhancement yields strong results, it has natural limitations and cannot manufacture details out of thin air. We do our utmost to refine every file, but a print remains fundamentally an ink impression of a digital file. If you require absolute detail, zero digital softness, and physical texture, we strongly recommend selecting a Museum Quality oil painting, where our artists recreate the entire scene by hand with physical paint.
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5. Terms of Sale & Studio Policies
Refund & Return Policy
- Made-to-Order Custom Work: Because every canvas is custom-built to your selected specifications (dimensions, finish, and technique), standard orders are final, non-exchangeable, and non-refundable. For maximum tactile and visual fidelity, we recommend selecting our Museum Quality tier.
- Catalog Reference Model: The digital preview published on poppins-shop.com serves as the official reference image. Collectors requesting custom color alterations must provide an HD reference file prior to production.
- Authorized Returns: In exceptional instances where a return is authorized in writing by our curation desk, return shipping costs remain the buyer's responsibility. The artwork must arrive in pristine, undamaged condition. Initial shipping costs and processing fees are non-refundable, and a 30% restocking fee is retained to cover custom materials and labor.
Cancellation Conditions
- Order Finality: All confirmed orders are binding. Production setup and material allocation begin immediately upon payment processing.
- 24-Hour Cancellation Window: Cancellation requests submitted within 24 hours of purchase are subject to a fixed $100 USD administrative fee per canvas (plus non-refundable payment gateway transaction fees).
- Beyond 24 Hours: Requests submitted after 24 hours cannot be cancelled, modified, or refunded, as artisan painting or custom framing is actively underway.
Transit Damage Inspection Procedure
Mandatory Inspection: You must inspect the external packaging and unpack the canvas in the presence of the courier before signing the delivery receipt.
- If Damage Is Observed: Immediately refuse the package and require the courier to record the specific damage on the official delivery slip.
- Liability Bound: Our responsibility terminates upon signed receipt. If a damaged package is accepted without written reservations on the carrier slip, insurance claims cannot be filed and replacement coverage is forfeited.
Customs & Delivery Obligations
Upon package arrival in your destination country, the courier will attempt contact and hold the shipment for up to 15 days. Refunds or replacements will not be issued if:
- Delivery fails due to extended absence or failure to respond to courier notifications.
- The recipient refuses to complete mandatory local customs declarations or pay applicable import duties.
Discounted & Promotional Items
Commissions or prints purchased using promotional codes, site-wide discounts, or custom studio offers are final sale and strictly non-returnable and non-refundable.