Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

• ART FAQs

  WHAT’S THE DIFFERENCE BETWEEN CANVAS PRINTS, FRAMED PRINTS & POSTER PRINTS?

  
  

  All of our wall art is proudly made in Australia, and with so many wall art options to choose from, it can be hard to know the difference – we get it! We’ve listed the key differences down below:

  
  

  Our standard stretched Canvas Prints are printed on high-quality polycotton canvas, before being stretched around a 38mm timber frame, gallery-wrapped (which is a fancy way to say that it’s neatly finished) and strung as either landscape or portrait. Wanna be a bit more fancy? Why not frame your canvas! You can choose from a white, black or timber look finish, which will add 50mm to both the height and length of your canvas. Prefer to have your artwork stretched by your local framer? No worries – then our Rolled Canvas option is perfect for you.

  
  

  Our Framed Prints are printed onto bright white, 100% cotton rag, archival quality paper before being mounted onto a foamcore board, framed behind high-quality plexiglass (so we can make sure your artwork arrives in tip-top shape), and strung as either landscape or portrait. You can choose from a black, white or natural oak frame moulding that is 30mm wide and sits 45mm deep from the wall. With all of our Framed Prints, you can choose to add a mat board which is a thick white border that sits between the frame and artwork to give it a more sophisticated finish. Looking to further customise your framing options? All of our designs are available in a Rolled Paper option, giving you nothing but freedom if you’d like to have your local framer finish the job. Want the latest and greatest designs at a really affordable price?

  
  

  Our Unframed Art Prints provides a flexible and customisable option for customers who want the ability to display the artworks with their own personal flair. They are printed onto bright white, archival-quality, matte 100% cotton rag paper stock for a fine art grade finish. They are also professionally printed using a premium, aqueous inkjet printer, producing a wide, vibrant colour spectrum. Each art print comes wrapped and rolled in a protective tube with Urban Road certificate of authenticity.

  
  

  WHAT’S A FRAMED CANVAS?

  
  

  A Framed Canvas may also be referred to as a box frame, a shadow frame, or a floating frame, and can be selected as an addition to all of our Canvas Print options. A little different from a traditional framed print, the canvas sits within the box frame with a 5mm gap, creating a sophisticated shadow effect between the frame and the canvas. Our box frames are 15mm thick, and 50-55mm deep, and add approximately 50mm to both the length and the height of the listed canvas size. We offer box frames on all stretched canvas artworks, and they are available in black, white or timber look finish!

  
  

  HOW DO I CARE FOR MY ARTWORK?

  
  

  Want to make sure your artwork stands the test of time and always looks like a superstar? Of course you do! To keep your Framed Prints, Canvas Prints and Framed Poster Prints clean and dust free, simply wipe them over regularly with a soft, dry cloth. Good quality microfibres are our favourites! Remember to never use chemical cleaning products or water as this could damage your artwork. Also, make sure that you keep all artwork out of direct sunlight, as this can lead to fading or warping. Not good! If the print you’ve ordered is a Rolled Paper or an Unframed Poster, then make sure to keep it rolled in its tube until framing, and avoid overhandling the artwork or touching the image directly, as this could mark or damage the product. For all Rolled Paper and Rolled Canvas print we supply cotton gloves for you in the tube which we highly recommend you use if you’re framing the artwork yourself!

• RUG FAQs

  HOW SHOULD I CARE FOR MY RUG?

  
  

  We recommend having your rugs professionally cleaned only when needed. Rugs experiencing heavy usage can take annual cleaning, whereas average usage can handle a professional clean every 2 or 3 years. We do recommend extra caution when cleaning handmade rugs and suggest that only professional cleaning should be considered.

  
  

  Regular vacuuming is recommended to keep your rug in tip-top condition. The best vacuum choices are canister vacuums without beater bars. Brooms and manual sweepers are also gentle alternatives you can use. Refrain from vacuuming over the edges of your rug.

  
  

  Remember to vacuum both sides of double-sided rugs.

  
  

  For all hand-woven rugs please use extra care when vacuuming as the suction can pull the weave. Another option instead of vacuuming is to take the rug outside and shake it out.

  
  

  We recommend that you rotate your rug by 180 degrees every 3-6 months to help even out wear and helps to allow the rug to fade evenly. This is especially important if it experiences a large amount of natural sunlight.

  
  

  SPILLS AND STAINS

  
  

  Ensure you clean any spills immediately. Once a stain is set, it becomes much more difficult to clean. Blot the spill with a dry cotton cloth or clean paper towel. Work from the outer edges of the spill towards the centre to prevent spreading.

  
  

  NEVER rub a spill, as this forces the spill deeper into the pile.

  
  

  To remove any residual staining, dampen a cotton cloth or clean paper towel with clean, cold to lukewarm water only. Gently blot with the damp cloth and quickly absorb the moisture on the rug.

  
  

  WHY IS MY RUG SHEDDING?

  
  

  Shedding happens when fibres in the rug become detached from the pile. It is normal with new rugs and should reduce within a couple of months. Wool rugs are known to be high shedders. Polypropylene or polyester rugs are low-shed.

  
  

  DO I NEED A RUG PAD?

  
  

  It is recommended to place a rug pad underneath every rug. This helps to ensure the rug stays in place and flat. It also extends the life of the rug by preventing curling and wrinkling. It also offers protection to your floor from any possible colour transfer from the rug.

  
  

  HOW CAN I MAKE MY RUG LAY FLAT?

  
  

  
  

  New rugs often suffer from not lying flat until the fibres have relaxed. To help speed up this process, try reverse or back-rolling your rug whilst applying pressure to the area where the rug is creased or folded. Leave it back-rolled for a few hours, or overnight before unfurling to allow the fibre tensions to relax. Repeat this process as required.

  
  

  Another option is to lay the rug out in the sun for a few hours to warm up as this helps to loosen the back of the rug to help it lie flat.

  
  

  ARE THESE RUGS SAFE FOR BEDROOMS?

  
  

  All of our rugs are safe for household use and comply with all Australian laws and regulations. Wool and jute rugs do shed, so please consider this if placing in a child's bedroom.

  
  

  Ensure you air rugs out before placing them in bedrooms as new rugs can have a chemical smell when first unwrapped. This usually dissipates in a few days or weeks.

  
  

  HELP! I HAVE KIDS AND/OR PETS. SHOULD I GET A RUG?

  
  

  Absolutely. Rugs help to offer warmth and softness to your space, and everyone loves kicking back on a good rug. To help your rug stand up to the challenges that kids and/or pets bring, we suggest choosing rugs made of polypropylene or polyester as these fabrics are low shed, offer resistance to stains, fading, and moisture, and are easy to clean. Making these rugs perfect for families of all makes and sizes.

  
  

  WHERE CAN I PLACE MY RUG?

  
  

  Almost every room can accommodate a good rug, however, care must be taken when choosing the material your rug is made of for certain rooms. Natural materials like wool and jute are not recommended for use in areas with high humidity, moisture, or where spills are likely such as bathrooms, kitchens, and dining areas. For these areas, a polypropylene or polyester rug will handle the environment better.

• HOW DO I KNOW WHICH RUG SIZE TO ORDER?

  HOW DO I KNOW WHICH SIZE TO ORDER?

  
  

  Firstly work out where you want to place your rug. 

  
  

  If you want to position the rug under your dining table, it is recommended that the rug is large enough to extend another 60 - 70cm beyond the size of your table.

  
  

  When choosing rugs for your living room remember that less is not more! Smaller rugs can make a room look smaller or more cluttered whereas larger rugs offer the illusion of a more spacious room.

  
  

  For warm feet first thing in the morning when jumping out of bed, we recommend that your rug extends at least 50cm beyond the sides of the bed if your room can accommodate that. Whether you choose a large rug that the bed sits on top of or use a runner or two is a personal choice.

• HOW LONG WILL MY ORDER TAKE?

  The delivery time for your order depends on factors such as product type and location. Generally, orders are processed within 1-2 business days, with standard shipping times. 

  
  

  Art Items: Darren Palmer's art is handmade and will take 7-10 business days to craft. Once the art is crafted, we ensure swift dispatch within 2 business days. Shipping times depend on your location and chosen method, with estimates available during checkout. Once tracking is added, you'll be able to monitor the arrival of your art more closely via the external courier service.

  
  

  Rugs: Rugs will be dispatched within 2-4 business days. Shipping times depend on your location and chosen method, with estimates available during checkout. Once tracking is added, you'll be able to monitor the arrival of your rugs more closely via the external courier service.

  
  

  Candles: Our handmade candles will be dispatched within 3 business days. Shipping times depend on your location and chosen method, with precise estimates available during checkout. Once tracking is added, you'll be able to monitor the arrival of your candles more closely via the external courier service.

  
  

  Gift Sets: Our gift sets are carefully curated, with our handmade art usually taking 7-10 business days to create. Once the art is made, we ensure swift dispatch within 2 business days. Shipping times depend on your location and chosen method, with estimates available during checkout. Once tracking is added, you'll be able to monitor the arrival of your gift sets more closely via the external courier service.

• CAN I MAKE CHANGES TO MY ORDER?

  Unfortunately, due to the made-to-order status of our products, once your order has been paid for and finalised, we are unable to cancel, change, add to or amend it in any way. If you have any concerns about this, please don’t hesitate to reach out to us by filling out our contact form or email CustomerCare@DarrenPalmer.com

• RETURNS FAQs: MY PRODUCT ARRIVED DAMAGED/FAULTY – WHAT DO I DO?

  Oh no – we’re so sorry to hear that you’ve received a damaged or faulty item!

  
  

  So that we can arrange to have a refund, return, or replacement processed as quickly as possible, please follow our easy dispute process below:

  
  

  1. Please send a photo of the damaged/faulty items, as well as the box it was delivered in and all relevant order number details for the damaged/faulty item to us at  CustomerCare@DarrenPalmer.com – this will assist us in figuring out the cause for the fault or damage once we’ve received all of the necessary information, we’ll begin processing your replacement order straight away.

• HOW LONG WILL MY REFUND TAKE?

  For all damaged or faulty products, your refund or credit will be processed immediately.

  
  

  For change of mind returns, your refund or credit will be processed as soon as we receive the item back in its original condition.