Frequently Asked Questions

OUR PRODUCTS

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

All of our wall art is proudly made in Australia, with every piece carefully designed and produced to the highest quality. With so many options available, it can be tricky to know what’s what, so we’ve outlined the key differences below. For a detailed look at the materials, finishes, and sizing, check out our handy Artwork Guides.

 

Canvas Art Prints

Our Stretched Canvas Art Prints are professionally printed on premium polycotton artist canvas using archival inks for long-lasting, fade-resistant colour. Each canvas is stretched and gallery-wrapped around a sturdy 38mm timber frame for a seamless, museum-quality finish. Every stretched and box-framed canvas comes ready to hang.

Prefer a more refined look?

Upgrade to a Shadow Box Frame. This elegant option features your stretched canvas set within a solid timber box frame, creating a sophisticated 5mm shadow gap between the frame and artwork.

Box frame mouldings are 10mm wide and 55mm deep, adding approximately 40mm to the listed canvas dimensions.

Available finishes include Black, White, Oak, and Walnut.

 

Framed Art Prints

Our Framed Art Prints are created using archival inks and paper to ensure exceptional quality and longevity - no fading, guaranteed!

Each artwork is mounted onto foam core and framed behind plexiglass for durability and crystal-clear display.

Frames are crafted from high-quality timber and available in Standard (20mm wide × 20mm deep) or Premium (30mm wide × 45mm deep) profiles.

You can choose from Black, White, or Oak finishes, and customise your print with either a Matboard, No Matboard, or Printed White Border for your preferred aesthetic.

Every framed print arrives fully assembled and ready to hang.

 

Want more flexibility?


Our Rolled Paper and Rolled Canvas options give you the freedom to have your local framer finish your artwork exactly how you like it.

I’M NOT SURE WHAT ARTWORK TO CHOOSE – CAN YOU HELP?

Of course we can! Here at Urban Road, we live and breathe art, we understand how hard it can be to make sure that you choose the picture-perfect artwork for your space. To make it a little easier for you to browse our collection, we’ve categorised our artworks into styles and colours, which you can find and navigate in the dropdown menu on our website. Need a little extra help choosing? Take our artwork quiz to help you narrow down the selection by style, colour palette and mood to find the perfect wall art for your space. Need to see it in your space, no problem, use our app to view the artwork in your room, see what size works best and which frame colour suits your space.

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!

HOW CAN I ENSURE THE BEST USER EXPERIENCE WITH YOUR APP?

Please note:

Colours can look different depending on the lighting in the room, just like in real life.

On Android devices, there could be variations due to screen technology & settings.

For more precise results, Apple devices are preferable, benefiting from standardized specifications across their product range.

Here are some suggestions for enhancing your user experience with our App:

  • Ensure your room is well lit with natural lighting to begin with.
  • Use AR primarily as a guide for placement & styling only.
  • For more accurate colour representation of prints, it's recommended to consult our website's photos in a standard setting.
  • The AR experience is expected to enhance gradually as Google & Apple integrate more AR-centric features into their device hardware.

ORDERING

HOW LONG WILL MY ORDER TAKE?

You know what they say - good things come to those who wait! All of our wall art is handmade in Australia, different products have different production times. Below is a list of our typical order fulfilment timeframes per product.

  • Canvas, Framed, Poster Artworks – produced within 5-7 business days
  • Wallpapers – produced within 7-10 business days
  • Cushions – processed within 3 business days


Standard shipping timeframes should be added on top of the production times listed above. You can find a list of these timeframes on our shipping page.

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 on 07 4229 0862 or email info@urbanroad.com.au

HOW DO I KNOW IF THE ARTWORK I WANT IS IN STOCK?

How annoying is it when you fall in love with a product and then you find out it's out of stock?! Great news though – all of our artwork is made to order! What that means for you is that every artwork ordered is made exactly to your specifications, AND it never goes out of stock. Score.

HOW DO I FIND OUT THE STATUS OF MY ORDER? 

Easy peezy! All you need to do is log in to your account here, and on your account screen you’ll be able to see a full record of orders placed in a section called MY ORDERS. Next to your order number, you’ll see a status of either PICK, PACK or DISPATCHED. To help make each status crystal clear, we’ve popped some more information about each of them down below.


PICK– Your order has been received and approved – hooray!


PACK– Your order is now in production at one of our trusted, Australian-based warehouses. For more information about production times, please visit the HOW LONG WILL MY ORDER TAKE? section of our FAQs.


DISPATCHED– Keep your eyes peeled, because your order is on its way! You should have now received an email advising you of your tracking number.

SHIPPING

HOW MUCH DOES SHIPPING COST? 

Our shipping rates vary depending on the product size that you’re ordering and the destination location and will be calculated at checkout. For a really clear outline of shipping costs, we recommend you visit our SHIPPING page.

DO YOU OFFER EXPRESS DELIVERY?

Unfortunately, not at this time, but this is definitely a service that we are looking to offer in the future, so stay tuned! If you have a special request enquiry about express shipping your order, please send us an email at info@urbanroad.com.au.

DO YOU SHIP INTERNATIONALLY?

We sure do! Premium Canvas Print prints stretched and framed are available in NZ, USA, UK & Europe. Product availability and sizing does depend on your location, shipping is calculated at checkout. For more information visit our shipping page here.

RETURNS + EXCHANGES

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 or replacement processed as quickly as possible, please follow our easy dispute process below:

1. Login to your account here

2. Navigate to the RESOLUTION CENTRE, and follow the steps to select the correct reason, and the relevant order number for the damaged/faulty item3. Once you’ve lodged a dispute through your account, please send a photo of the damaged/faulty items, as well as the box it was delivered in, to us at info@urbanroad.com.au – 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.

We know how hard it is when you have your heart set on something, but it turns out that it’s not quite the right fit. Don’t worry – we’ve got you! Just let us know that you’ve changed your mind within 14 days of the recorded delivery date by following the steps below:

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. 

I’VE CHANGED MY MIND – CAN I GET A REFUND? 

1.Login to your account here

2.Navigate to the RESOLUTION CENTRE, and follow the steps to select CHANGE OF MIND RETURN


Once you’ve lodged your dispute, we’ll be able to assess your claim and will be in touch to advise you of the outcome and any necessary steps you’ll need to take to arrange for the item to be returned. Change of mind returns must be lodged within 30 days from receipt of your order. Please make sure that you keep all of the original product packaging, as we require the product to arrive in saleable condition in order to process your store credit or refund.

ACCOUNT INFORMATION

WHY SHOULD I SIGN UP FOR AN URBAN ROAD ACCOUNT?

Heaps of reasons! By signing up for an Urban Road account you can keep track of all of your past and current orders, create wish lists, and create quotes for any potential orders. You can also choose to subscribe to our newsletter when creating an account, which is the best way to hear about our latest releases, upcoming promotions and keep updated with what we’ve been up to! 

I’M AN INTERIOR DESIGNER/RETAILER – DO YOU OFFER A WHOLESALE DISCOUNT? 

We absolutely do!

We are proud to have a thriving community of Wholesale customers, and offer a competitive pricing structure, along with heaps more Wholesale exclusive perks, to all eligible trade registrants. Sound like something you want to be a part of? Head to our WHOLESALE page now to read more about being a part of the Urban Road Wholesale community, and to apply for access.

I’VE FORGOTTEN MY LOGIN DETAILS – WHAT SHOULD I DO?

Don’t worry - it happens to the best of us! All you have to do is CLICK HERE and type in the email address you used to register your account and we’ll send you a new password.You’re welcome!

ABOUT URBAN ROAD

DO YOU HAVE A SHOWROOM?

Sadly, no, but we like to think that your home is our showroom! With our super easy change of mind return policy, if you’re not satisfied, then we’re not satisfied. What have you got to lose? If you’d prefer to look at our product before purchasing, you can find a list of our stockists here.

Our largest nationwide stockists are Oz Design and Harvey Norman. While they don’t stock our full range of artworks in store, it’s a great way to touch and see the quality of our artworks in person before ordering a specific artwork from them, or purchasing online.

WHERE ARE YOUR PRODUCTS MADE?

We’re proud to say that all of our canvas, framed, rolled, and poster prints, as well as wallpapers are designed and produced in Australia. All of our décor products, including cushions, have been designed by our creative team here in Australia, but are produced overseas.

WHO ARE YOU?

Oh my goodness, how rude of us to not have introduced ourselves! We’re Urban Road, and we live and breathe art – canvas, frames, abstracts, photography – you name it, we’ve got it.

As art and interior professionals, and one of Australia’s industry-leading artwork suppliers, our team is passionate about helping you to create a home that you’ll love, and we’re confident that there’s something in our catalogue.