Products and Printing
Are frames included?
No. All products are supplied as unframed prints. Frames, furniture and accessories shown in product photographs are for display purposes only.
What paper do you use?
Prints are professionally produced on premium 265gsm satin photo paper. It has a smooth, lightly lustrous finish that provides clear detail and rich colour without a highly glossy appearance.
Will the printed colours look exactly like my screen?
We make every effort to represent colours accurately. However, colours may vary slightly because screens, devices and display settings reproduce colour differently.
What is the difference between borderless and white border?
A borderless print has the artwork extending to the edge of the paper. The white-border option includes an even white border around the artwork.
The border is printed as part of the print and is not a separate mount or mat.
Are the prints available in custom sizes?
We offer a wide selection of standard Australian and international frame sizes. If you require a size that is not listed, please contact us before ordering to see whether we can help.
Personalised Prints
How do I provide my personalisation details?
Enter the requested name, birth information, wording or other details in the personalisation fields on the product page.
If a product does not display a personalisation field, you can add the information to the order notes at checkout or contact us before ordering.
Can I change the wording or colours?
Some designs can be adjusted where possible. Please contact us before ordering if you would like a colour or wording change that is not offered on the product page.
Will I receive a proof before printing?
Proofs are not automatically provided unless stated in the product description or arranged before ordering. Please check all names, dates, spelling and other information carefully when placing your order.
What happens if I enter the wrong personalisation details?
Personalised prints are created using the information supplied with the order. We cannot replace or refund a print because the customer entered incorrect information.
If we make an error when producing your order, please contact us with a photograph and we will arrange a replacement.
Can I change or cancel my order?
Please contact us immediately. Because orders are produced promptly, changes or cancellations may not be possible once printing or personalisation has begun.
Shipping and Delivery
How quickly will my order be dispatched?
We aim to print and dispatch orders within 1–2 business days. Temporary delays or holiday closures will be announced on our website.
How will my prints be packaged?
Smaller prints are sent flat in protective rigid packaging. Larger sizes are rolled and sent in a sturdy mailing tube.
Will my order include tracking?
Yes. Tracking details will be emailed after your order has been dispatched. Tracking may take a short time to begin updating.
Do you ship outside Australia?
Yes. We currently ship to the United States, United Kingdom, New Zealand, Singapore and selected countries outside the European Union. Available destinations are shown at checkout.
Will I have to pay customs duties?
International orders may incur customs duties, import taxes or local handling charges unless stated otherwise at checkout. These charges are determined by the destination country and are the customer’s responsibility.
USA orders are shipped without additional tariff fees payable by the customer.
Returns and Problems
Do you accept returns?
We do not accept returns, exchanges or refunds for change of mind because every print is produced to order. This does not affect your rights under Australian Consumer Law if an item is faulty, damaged, incorrect or not as described.
What should I do if my order arrives damaged?
Email contact@mytommyprints.com with your order number and clear photographs of the print and packaging. Please retain the print and packaging until we have reviewed the issue.