FAQ – Henry & George

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Frequently Asked Questions


What is your return policy?

It is really important to us for you to LOVE your
print or your design product; we have gone to great detail in our product
descriptions and visual examples so our customers will know exactly what to
expect when receiving one of our products, and will be happy when it arrives.
Our Fine Art Prints and Canvases and any Custom Framing are all made-to-order, as
are all our Apparel, Homeware and Jigsaws, therefore we do not accept returns. No
refunds are given if you change your mind!


What happens if my print/frame is damaged?

If a Print or Frame is damaged during the delivery
process, please take photographs of the damaged packaging and any damage to the
product and email us at info@rachaelmckenna.com with details of the damage. If
you notice the packaging is damaged on arrival, take photographs BEFORE you
open the package, hopefully the product is well protected and any internal
damage will not have occurred. If your product IS damaged we will arrange for
the product to be collected and returned to our supplier and the damage
assessed. Once the product damage has been checked, a new product will be
manufactured and shipped out to you. Of course we do our utmost to package our
product with the most solid and protective packaging we can, so that damage is
a very limited occurrence.


What happens if I, or my framer damage the print?

We will help you out, nothing ever gets damaged on
purpose, we understand this! All we ask is that you are honest with us and we
will work with you to sort out a resolution. We won’t be able to replace the
print free of charge, but we will do our best to replace the print at the
lowest cost possible to you and/or your framer.

cannot express strongly enough that you take your print directly to your framer
and let them unpackage it! If you do wish to open your print yourself, please
use gloves to handle your print and do so with extreme care. We cannot
replace prints free of charge due to mishandling. Oils from your fingertips
will mark your prints and it is very easy to kink your print when trying to re
roll it and place it back in the tube it was sent in. Rachael’s images of Black
animals on Black backgrounds are even more delicate, these prints will mark
even more easily…..Rachael actually recommends purchasing these images framed and
ready to hang whenever possible
to limit the amount of handling, or get the prints sent straight to your framer
to reduce any chance of damage due to mis handling.


What happens if my design product is faulty or

If an Apparel, Homeware or Jigsaw is damaged during
the delivery process, please take photographs of the damaged packaging and any
damage to the product and email us at info@rachaelmckenna.com with details of
the damage. If you notice the packaging is damaged on arrival, take photographs
BEFORE you open the package, hopefully the product is well protected and any
internal damage will not have occurred. If your product IS damaged we will
arrange for the product to be collected and returned to our supplier and the
damage assessed. Once the product damage has been checked, a new product will
be manufactured and shipped out to you. Of course we do our utmost to package our
product with the most solid and protective packaging we can, so that damage is
a very limited occurrence. If your product arrives damaged, you must contact us
immediately via email within 24 hours of receiving your goods; you must provide
photos of the damaged product and packaging. Please do not discard of the
packaging until sufficient evidence has been provided to us.

If your product is faulty then we will of course replace
it, all returns must be made within 14 days of receiving your order. If 14 days
have passed since you received your order, then unfortunately we can’t offer
you a refund or exchange. When exchanging your product the cost of shipping
your product back to us is at the purchasers expense and is non-refundable.
Items must be returned in their original condition and packaging. Depending on
where you live, the time it takes for your exchanged product to reach you may

Do you ship Worldwide?

We ship to most countries.

The Rachael McKenna Print Store has distributors in
New Zealand, Australia, America and UK/Europe; the Prints & Canvases are
printed and shipped from within each region, so when placing your order make
sure you select the correct Country Region for your shipping address.

 The Apparel & Homeware collection is produced
in France and is shipped anywhere in the world.

Our Jigsaws are produced in Australia and can also
be shipped anywhere in the world.

Please be aware that as our products are produced
in various different countries (this is so we get the highest quality and best
print production possible) you will be charged individual shipping costs for
certain items you order; for example if you order a Print, a T-Shirt and a
Jigsaw you will be charged the shipping costs for each individual item as they
are all shipped from different places of origin.

How long will it take to receive my order?

It is best to allocate at least 2weeks for your
product to arrive!

Here at the Rachael McKenna Print/Design Store we
strive to get your product to you as quickly and efficiently as physically
possible. All of our Prints and Canvases are of the highest quality so it is
important to allocate at least 1 week for your product to be printed and then
another week for your item to ship to you. This is the same for our Apparel,
Homeware and Jigsaw products.

Shipping times can vary depending on the address
the product is being delivered too. Most Prints and Canvas products, once
produced will take 5-7 days to reach their destination, Apparel, Homeware and
Jigsaws can take from 3 -14 days for shipping depending on where in the world
they are being shipped to, it is wise to allocate an additional 2 or 3 days if
you have ordered a product to be delivered to a rural address.

How will I know when my order has shipped?

An email confirmation will be sent when your
product is shipped to the email address you used when placing your order, this
will be the same email address where you received an order confirmation after
placing your order. If you did not receive an email confirmation of your order,
please check your junk mail folder or inquire with your email server to make
sure the email wasn’t blocked. If you set up an account, you can also check
your order history through our site under ‘order history’ in ‘accounts’.

Are all the images created by Rachael McKenna?

Every image available on the Rachael Mckenna Print
Store has been captured by Rachael McKenna (nee Hale) The images are either
from her personal collection, or from the collection of images created for the
numerous books she has published over the years.

Are Rachael McKenna and Rachael Hale the same

Yes! Rachael Hale and Rachael McKenna ARE indeed
the same person! In 2007 Rachael made a difficult decision to discontinue
creating images for the RACHAEL HALE brand, she was keen to pursue her passion
for creating images of animals in their natural environments. In 2009 after marrying
her husband Andrew Mckenna, Rachael decided to publish her next books using her
married name Rachael McKenna and following on, use her married name for her
ongoing photographic commissions. A couple of years ago, the RACHAEL HALE brand
was purchased by an American company and Rachael has now started creating
images once again for the RACHAEL HALE brand. To check out Rachael’s current
Photography work visit her website www.rachaelmckenna.com

Do you offer Gift Certificates?

Yes! We do offer Gift Certificates, you can find
the form to purchase a Gift Certificate here.

Do you have the option to include a Gift Message in
with my order?

Our checkout is set up to accept a Gift Message
with your order. Just enter your message in the ‘Gift Message’ field when you
are at the checkout stage of your order.

How do I purchase a Gift for someone who lives in a
different Country?

If you are purchasing a Fine Art Print or Canvas product
as a gift, please place your order in the region where your gift will be being
delivered even if you do not live in that country, for example: if you live in
Australia and wish to gift a Rachael McKenna Print to a loved one in America,
please order your print through the American region of the website. Make sure
you add a ‘Gift Message’ to your order when at the Checkout stage, this will
allow us to make sure your gift is received with the knowledge of whom it is

If you are purchasing a product from the Apparel,
Homeware or Jigsaw collections, all you need to do is place the address details
of the person you are gifting the product to into the delivery address area and
your gift will arrive on their doorstep….it’s as easy as that.

What Printing method do you use for your Prints and

Art Prints are printed on the highest quality silver based C-Type real
Photographic Papers. They feature a smooth surface texture with unparalleled
depth, subtlety of tonal variation and shadow detail. The paper is light
sensitive and has a very long life.

Canvases are printed on a smooth
Hahnemuhle Art Canvas, matte-coated with an even weave/texture. The pleasantly
smooth material is pliable and ideally suited for stretcher frame systems.
Canvases are coated with a UV protective layer to make sure they last.

Our photographic prints and canvases
have been vetted by Rachael and are quality checked by her team before being
sent out to the customer. All Fine Art Prints and Canvases are produced using
High Resolution files and are printed on the finest quality of stock.

Are your Print sizes in inches or Centimetres?

My sizes are listed on the website in inches, but
if you wish to know the equivalent in centimetres please see the following….

10x12 inches =  25x30 cm

11x14 inches =  28x35 cm

12x16 inches =  30x40 cm

16x20 inches =  40x50 cm

24x30 inches =  61x76 cm

30x40 inches =  76x101 cm

Do the Colours/Tones of the Actual Print match the
images we see online?

Rachael has supplied all her distributors with
quality checked printed samples of all the images available for purchase on the
Rachael McKenna Print Store. Each supplier guarantees that the product they
send out matches the product they have on file. However, as everyone’s computer
monitors have different settings, we cannot guarantee the colours and tones you
see on your screen are 100% accurate. Rest assured that the finished product
you receive is the correct colour tones that Rachael purposely captured when
creating her images, and we believe the finished product always looks far
better in person and up on your wall than on your computer screen.

Do you offer Framing?

Yes we offer Framing on all product we have for
sale.  Framing is a custom item and available
on request. All Framing details are listed under the Framing section in the ‘Product Info’ section on the
website Menu. Some framing options are not available in certain countries so
there are varying product options available for different countries, so please
make sure you select your correct region when viewing framing options and
placing your order.

How do I find my size?

You will find a size chart in the description of
each individual product on the respective product pages, they are also listed
in the sizing guidein the Product Info drop down of the Main Menu. If
you are really struggling, feel free to get in touchand we will endeavour to assist.

How do I wash my Apparel garments?

We suggest you turn your garment inside out to wash
and always wash on a cold cycle. Wash with similar colours. There will be a
minor amount of shrinkage after your first wash, this is standard with any 100%
cotton item. You can tumble dry your items but we highly recommend to air dry
them to reduce the risk of any shrinkage. ALWAYS iron your garment on the wrong
side, never iron directly onto the design…..or be like us, let your garment dry
naturally on a hanger and you won’t need to use the iron!

Why do you print on demand?

Each print we create, or product we produce are all
custom made, printed on demand. We live in a world that is rapidly
deteriorating so we are trying to do what we can to help make this world a
better place. By producing custom orders we are considerably reducing the risk
of waste and minimising the chance of producing product that potentially gets
returned. Help us make a difference to the world we live in.

What packaging do you use?

All of our Apparel and Homeware products are
shipped in eco-friendly plastic free packaging, and our Prints and Canvases
plus our Jigsaws are all shipped using cardboard tubes or boxes. Everything is
well packaged, we take the utmost care to get your product to you in a fast
well protected manner, so it arrives in one piece safely to your door.

How is your Apparel produced?

All of our Henry & George Apparel items are
produced on demand using DTG, this eliminates waste that is commonly caused by
over production in the fashion and apparel industry. The materials used are
either 100% Organic or a mix of 85% Organic Cotton with 15% recycled polyester.

There are no pesticides, insecticides or GMOs in
the production of any of the materials used to create our products, everything
is environmentally friendly and organic. The Henry & George images are
printed on our textiles using water-based inks that are 100% eco-certified by OEKO-TEX® ECO PASSPORTand
by the serious GOTS 5.0label, and are also VEGAN.

In short, they are the best of the best.

Do you offer Trade Discounts?

If you have a Trade request please email andrew@rachaelmckenna.com and we will definitely consider your request and
come back to you with an offer that fits within our Trade options.

Can I get a High Resolution Digital file so I can
print the image myself?

Under no circumstances does Rachael offer to
release Digital Files of any of the images available for purchase on The
Rachael McKenna Print Store.

Do you License Rachael’s images?

Yes, images are available for License on
request. Rachael directly licenses some of the images from her Print Store; the
licensing rights to a number of the other images are held with a company in the
United States. Please email Rachael directly at rachael@rachaelmckenna.com if
you have a query regarding licensing an image from her collection, she will be
happy to help you out directly or she will put you in touch with the company in
the States that holds the licensing rights to a number of her images.

Can I copy or use the images from this website on
my own Website, Blog, Business Card etc?

We are really sorry but NO! All rights to these
images are reserved by The Rachael Hale Trust and are protected by International
Copyright Laws. Images that are displayed on this site are for informational
purposes only and cannot not be used in any way without prior written consent
from Rachael Mckenna.

Can I make a copy of the print I purchase?

When you purchase a print or canvas, you are
purchasing an original art work created by Rachael McKenna. Even though it is
an original, you are only purchasing a physical copy of the image, you are not
purchasing the copyright or the right to reproduce the image in any form. You
may not use or copy any of the images for any reason without prior written
permission, even if the use is non-commercial, not for profit, educational or
for your own personal use.

Henry and George