Frequently Asked Questions
Here are some questions we hear often. If yours isn't here, reach out. We're happy to help.
Ordering
How will I know if you have received my order?
Once you place an order, you will receive an automatic confirmation email with your order number and receipt. If you don’t see it within a few minutes, please check your spam folder or email us at info@solaye.studio.
Can I change or cancel my order?
Because we send orders to the print lab immediately to ensure fast delivery, we have a very short window for changes. If you need to cancel or edit your address, please email us within 1 hour of placing your order. After that, production may have already begun.
What payment methods do you accept?
We accept all major credit/debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, and Google Pay.
Products
What type of paper do you use for your art prints?
We print on museum-quality, archival Giclée paper. This ensures rich colors, deep blacks, and a finish that resists fading for decades. It is the same standard used by galleries worldwide.
Do you offer frames?
Yes. You can choose to order your print Unframed (sent in a protective tube) or Framed (ready to hang). Our frames are made from high-quality wood with a satin finish.
What material is used for the frame glass?
For safety and longevity, we use Cast Acrylic Glazing (Plexiglass) instead of traditional glass. It is shatterproof, lighter, and offers superior UV protection to keep your artwork safe from sun damage.
Can I order a custom size?
Our sizes are standard to fit most walls, but if you have a specific requirement, please drop us an email. We may be able to arrange a custom size depending on the artwork.
Shipping
Where is my order?
Since every piece is printed specifically for you, please allow 2–5 business days for production. Once dispatched, you will receive a tracking link via email.
What is the delivery time?
UK: 2–5 business days
Europe: 3–10 business days
USA & Rest of World: 5–14 business days
Will I be charged customs or import duties?
If you are ordering outside the UK, you may be subject to import duties or taxes once the shipment reaches your country. Solaye Kamau is not responsible for these charges; they are paid by the recipient.
Returns
What is your returns policy?
Unframed Prints: We accept returns within 14 days of receipt.
Framed Prints: As these are custom-made to order, all framed sales are final and cannot be returned unless damaged.
How do I return my order?
To start a return for an unframed print, please email info@solaye.studio with your order number. We will send you instructions on where to send the package. Please note: Customers are responsible for return shipping costs.
What if my product arrives damaged?
Please do not return damaged items. Instead, email us within 48 hours with clear photos of the damage (including the packaging). We will arrange a free replacement immediately.