Here you will find the help section that accompanies our image bank and the online store for art gifts. Please navigate towards the part where you've encountered problems our questions and feel free to consult the information in this section.

0. LUKAS

Lukas is the name of the image bank of Lukas - Art in Flanders VZW. Therefore, for most official matters, we will refer to Lukas - Art in Flanders VZW, the organisation itself.

1. IMAGE BANK

Frequently Asked Questions about the using our image bank and ordering images.

1.1. GENERAL QUESTIONS
Are all the images in the image bank available?
How do I register with the Lukas website?
I’ve forgotten my password - how do I find out what it is?
May I reproduce or make available pictures featured on the Lukas picture bank without permission from Lukas - Art in Flanders VZW?
How do I obtain permission to use pictures from the Lukas picture bank?
How should I credit pictures from Lukas?
Can I still order transparencies and black and white prints?

1.2. QUESTIONS ON RETRIEVING AND ORDERING IMAGES
How can I consult the images in the image bank?
How are search query results on images of the image bank being displayed?
How can I add images to 'My selection'?
How can I manage 'My selections'?
I am a consumer. How can I order images?
I am a professional client. How can I order image rights (How does the price mechanism work)?
How do I pay for image rights I have requested (payment methods)?
Where can I track the status of my order?

1.3. QUESTIONS ON THE DIGITAL IMAGE FILES PROVIDED
How do I download images once I have purchased them?
In what form do your images come?
How large can I print your digital images?
What if I want to reproduce at higher sizes/resolutions than the files allow?
If I can't get an image to download, what other options do I have?
How do I retain the original quality of an image when I want to enlarge it?
Can my publisher download the files?
I want you to invoice the publisher, not me, but I’m downloading the files.

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1.1. GENERAL QUESTIONS
- Are all the images in the image bank available?
All images on the website are available to download as high resolution digital files. Please note that we gradually digitize works of art situated in Flemish museums. These images are uploaded to our image bank once they become available. Therefore, in case you do not find pictures of particular works belonging to the collection of one of our partnering museums, please contact us to see whether we do or do not have it at that point in time. In many cases, works are photographed shortly after they have been requested.

- How do I register with the Lukas website?
To register with us click on the word REGISTER. Fill in your account details, your chosen password and preferences and then press SAVE. You will receive an e-mail containing the activation link for your registration. Please click this link and then login on our website. The activation needs to be done only once. In case you did not receive any e-mail from us please make sure to check your spam items. Occasionally our e-mails get stuck in a spam-filter somewhere along the way. Each time you visit the site, you will need to login with your email address and password when you want to use particular features of our website.

- I’ve forgotten my password - how do I find out what it is?
If you forget your password you can request a new one to be sent to you by e-mail by clicking on ‘Forgotten your password?’ on the login section of the homepage.

- May I reproduce or make available pictures featured on the Lukas picture bank without permission from Lukas - Art in Flanders VZW?
No, you must seek permission through us.

- How do I obtain permission to use pictures from the Lukas picture bank?
To obtain permission to use the pictures on this site select your pictures, price them using our pricing mechanism and complete the checkout process. You will then be led to the download area. You may then use the downloaded pictures according to the specific parameters you have selected when pricing the image.

- How should I credit pictures from Lukas?
Please give the artist’s name, the painting title, the Museum that has the original work in its collection and use the copyright symbol and the following wording: ¸ Picture courtesy of Lukas - Art in Flanders VZW (www.lukasweb.be). Any additional credits required, such as acquisition credits, will be stated on the invoice/license.

- Can I still order transparencies and black and white prints?
No, all transparencies at the museum are replaced by our brand new digital pictures. Colour reference prints as well as photo prints on paper or canvas can be ordered through our website as well.

1.2. QUESTIONS ON RETRIEVING AND ORDERING IMAGES
- How can I consult the images in the image bank?
The images in the online image bank can be searched through in two ways:
A. Simple search: Using the simple search mechanism, entering one or more keywords will generate matching results. When entering keywords our search mechanism will scan the meta tags of all of the images in the image bank and display all relevant matching results.
B. Extended search: Using the advanced search mechanism, you can search more efficiently and in a more powerful way when the simple search generates too many results. The search mechanism will combine all the values that have been entered in the fields of the advanced search form in a query. For a number of fields we provide assistance on entering values through an index button. By clicking this button a pop-up screen appears with alphabetically sorted values that can be entered in the particular field. In this way entering correctly spelled values is made very easy.
C. Browse by predefined categories: We have included a number of categories to which all of our images are linked. These categories are to be found in 'Themes and Subjects' - 'Timeline' and 'Styles'. 

- How are search query results on images of the image bank being displayed?
Search query results can be presented to the user in three ways:
A. Gallery mode: Thumbnails of images matching the search operation will be presented in various columns without further text information. Icons revealing basic operations for images are displayed under each thumbnail. 
B. List mode: In this mode, every search result not only comes with a thumbnail but also with relevant meta tags connected to the images. Icons revealing basic operations for images are displayed under each thumbnail.
C. Detail mode (with zoom function): This third display mode is the most elaborate way of presenting search results. Basically the same information as under the list mode is provided with a zoom feature as an extra. Using the zoom you can get a truly representative view on the image quality as well as on any details in the image itself. Due to the large amount of information that comes with each search result,  only a few results are displayed on each webpage.

- How can I add images to 'My selection'?
The section 'My selection' acts as a light box, enabling users to put aside images in custom made folders. The folders are names automatically whenever an image is being added to the My selection part. However users can fully manage these folders by renaming them or deleting them. To do so our system links Selections to user accounts. As a consequence you can only access previously stored Selections by logging in onto the website. A user can freely choose the name of folders in their selections, e.g. a client's name, the name of a project, etc.

- How can I manage 'My selections'?
To manage any of your selections, you need to be logged in onto our website. The far right column of our site groups all functional items related to managing, storing and ordering images. Click the 'My selection' title in this column to access the central overview page of this section.  Starting from this page, folders ca be renamed or deleted and images can be added to folders or deleted.

- I am a consumer. How can I order images?
Are you a consumer and you would like to order a high quality (poster)print of any of our images? Then, please click the photoicon below the image thumbnail of your choice. From then on you will be transferred to the order checkout process for consumers. Through a number of steps you will be guided in the order process for prints. After indicating the desired format and paper quality (where applicable) you will be asked to enter shipping and billing address. Consequently we will ask you to verify your order and, upon confirmation, you will be transferred to the secured payment pages. Once we received your order and payment, we will carry out your order and have it sent to you.

- I am a professional client. How can I order image rights (How does the price mechanism work)?
To calculate reproduction rights on images in our image bank we use an intelligent pricing mechanism. This mechanism will calculate the appropriate image fee based upon the values for a number of parameters that users indicate themselves. Apart from image rights, reference prints of the images concerned can be ordered as well. These reference prints or colour proofings provide a truly representative paper print of the image as it was originally delivered to us by the photographer. We strongly recommend you to take advantage of the possibility of ordering this reference print as it will greatly enhance your final printing result (in cases where applicable, of course) by visually checking the print proof next to the reference print. Only in this way, a correct and truly representative reproduction can be made out of the digital images we provide. 
To calculate the price of an image (right), our pricing mechanism does the following:
Firstly, click the cd icon below the image thumbnail to launch the pricing mechanism. Then, select the  appropriate parameters of the publication or project the image(s) will appear into (where applicable). Once you have selected these parameters you will be given the matching reproduction fee. To proceed, click 'Use this price'. The image will now be added to your shopping cart. To enter the ordering proces, please click the 'Place order' button in your shopping cart. You will now be taken through four steps of the order check-out process. These steps are there to provide you with overviews of your order, prices, project details and order and invoicing addresses. The final step is the payment of your order. This is done through a secured connection with our payment provider. Once your order has been registered and your payment received, the images will automatically be made available on the download area of our website and a notification will be sent by e-mail. From that moment on, you will have three days time to download the images on the location provided in the e-mail.

- How do I pay for image rights I have requested (payment methods)?
Payment for image rights, prints and art gifts can be carried out in a highly secured manner through a secure connection with our payment provider, using encryption technology for the transferral of data. We would like to stress that no credit card numbers or any other personal financial data is being stored on our systems. All payments go exclusively through our payment provider and your bank. The payment methods we offer are payment by credit card and payment by bank transfer.

- Where can I track the status of my order?
Orders can be tracked through the sections Order status and Order history. To access these sections, log in and subsequently click the title in the functional column on the right of our website. Open orders will be displayed in the section Order status, orders that have been carried out already (in the past) will appear in the section Order history. In this way you can obtain, at any time, a relevant view on the orders that have been dealt with and orders that remain open.

1.3. QUESTIONS ON THE DIGITAL IMAGE FILES PROVIDED 
- How do I download images once I have purchased them?
You can save an image when you finish the checkout process and proceed to the download screen. You can just click on the file and follow the onscreen instructions. Downloadable image files will be available for you to download for three days from point of your payment confirmation.

- In what form do your images come?
Images can be downloaded as JPEGs, or can be sent to you as a digital file on disc as a TIFF. There will be a service fee to provide any image not delivered on-line.

- How large can I print your digital images?
The maximum size for reproduction of an image is A3.

- What if I want to reproduce at higher sizes/resolutions than the files allow?
The files provided have been made available to fit most requirements yet still allowing an acceptable download time. However we understand that on occasion it may be necessary to supply other files. If you require alternative files please advise us and we will try to help you with your exact requirements. There may be additional charges for files that are not generally available for download on the site.

- If I can't get an image to download, what other options do I have?
Contact us, we may be able to help advise you how to complete the download or there might be a fault with the system. If that fails we can supply pictures on a CD as JPEGs or TIFFs, at extra cost. To order material, please do so using the website. Orders placed through lukasweb.be end up in our central accounting- and management system. In that way they are monitored and have no chance of being forgotten or omitted.

- How do I retain the original quality of an image when I want to enlarge it?
To ensure the digital image you are requesting is of a size suited to your reproduction needs, check the Availibility box on the individual image page. Please contact us directly if you are still not clear.

- Can my publisher download the files?
If you supply your login details to your publisher they will be able to go into your account and download the files.  However we would suggest that you download and save the files yourself and then forward them to your publisher.

- I want you to invoice the publisher, not me, but I’m downloading the files.
If you wish to download and pay by credit card immediately then the invoice will automatically go to the address details that you give on registering. If you wish all the invoices, statements and reminders to go to the publisher, then you must ask the publisher to set up an account that you can use on their behalf.   We can usually cancel a posted invoice and then create a new invoice but this would incur a service fee.


2. ART GIFTS

What are 'Art Gifts'?

In the section 'Art Gifts' of our website you will find an exquisite collection of high quality giftitems, derived from the images in our image bank. In order to let you navigate through our product range efficiently, we have included a very powerful search engine. Moreover, when you visit our image bank and you look for particular images, any related merchandising articles will be shown immenently. Finally, we also offer our dear visitors the possibility to order (large format), high quality prints of the images in our image bank. Each of these possibilities will be presented in our list of frequenlty asked questions.

Frequently Asked Questions on ordering Art Gifts.

2.1. PRODUCTS AND STOCK
How reliable is product “availability”?
Where do the products originate from?
What happens if the price of the product changes between my placing an order and receiving the goods?

2.2. ORDERS
How do I place an order?
What payment methods are available?
How do I register? How can I get a login and password?
How do I pay using my credit card?
How does the bank transfer work?
How can I follow up the order?
What delivery options do you offer?
How do I obtain a copy of my invoice?
How do I change my password?

2.3. CANCELLATION AND REMBURSEMENT
How do I cancel my order?
How can I be sure the order was cancelled and refunded?

2.4. DELIVERY
What time should I expect my parcel to be delivered?
Will I be informed of the exact time of delivery?
What happens if I am not at my delivery address at the time of delivery?
Do I have to sign for the parcel personally, or can someone else sign for it?
Can I refuse the delivery?
What should I do when I receive the parcel?
What happens if the parcel is damaged or has been opened / mistreated?

2.5. PICK-UP STORE
How does the pick-up store work? 
When can I pick up my order?

2.6. WARRANTY AND AFTER-SALES SERVICE
Can I return the product if I am not happy with it?
How do I send the product back to you?

2.7. WISHLIST AND MY SELECTION
What is the difference between a wishlist and my selection?

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2.1. PRODUCTS AND STOCK
- How reliable is product “availability”?
Product availability is updated daily. In case of an availability problem, where the number of orders exceeds the current stock level, you will be informed by email with an expected availability and delivery time for your order.
- Where do the products originate from?
Lukas - Art in Flanders VZW buys its products on the European market. The products are trademarked goods produced in full accordance with any applicable European laws on quality and safety.
- What happens if the price of the product changes between my placing an order and receiving the goods?
Once your order is placed and the payment is accepted and validated, we cannot change the price. However, if the order is not validated, you can cancel the order and place a new one with the new lower price. Equally in the case of a price increase, after the order has been processed, we will not charge you the higher price.

2.2. ORDERS
- How do I place an order?
Using our search engine you can go through our extensive collection of art gifts. If you would like to order particular items you simply add these articles you to your shop cart by clicking on the shoppin cart icon. In the shopping cart you can change the ordered quantity of each individual item. When you have added all items to your order; you click on ' place order' to pass on your order to us. Transferring your order goes in three simple steps: In a first step you provide us with your address and  the necessary invoice data. In a second step you check all data of your order on a general overview page. In the third step you by execute payment through a secured connection. After this third step your order is sent to us and you receive an order confirmation by e-mail.
- What payment methods are available?
We offer 3 payment options for your convenience: Credit card, Debit card and (online) Bank Transfer.
- How do I register? How can I get a login and password?
When registering or ordering for the first time you chose a user id and password. You need to be registered to place an order. Unregistered users cannot submit orders. After registration we will send you an e-mail containing all the data you have entered when registering. Please keep this e-mail in a safe place for future reference. Should you have forgotten your password then this email will help you remembering your password.
- How do I pay using my credit card?
* You pay by entering the number, the expiry date and the card verification code of your credit card as well as the name of the card holder. Your payment details will be sent encrypted over a higly secured connection to our payment solution provider Ogone who will take care of the payment processing.  
* We cooperate closely with Ogone to provide our customers the safest and most reliable way of doing payments over the internet. At the moment you are entering your payment details you will see an https:// connection in your web browsers address bar as well as a mole lock icon in the bottom of your browser window. This guarantees a safe and encrypted connection.
* As soon as we receive your payment we will prepare your parcel and ship it to you. Shipment is done in that case within 24 hours provided the goods you have ordered are in stock.
- How do you secure credit card payments?
We use one of the most reliable secure payment systems available on the Internet: the SSL protocol offerd by Ogone. (For more information, visit www.ssl.com). All of your personal details are protected and encrypted before they are sent for processing. Only Ogone, who is processing the payment is able to decrypt the information we send.
- How does the bank transfer work?
At the end of the order process, select the bank transfer option and you will be guided through the transfer process. You will be given the relevant reference numbers that you need to use when processing the transfer through your bank.
We only dispatch your product once the payment is received. Please bear in mind that bank transfers can take a few days to be processed.
- How can I follow up the order?
After the order is placed, we confirm it by email. You can also use the tracking option on our site (top-right corner) that allows you to see the different stages of the order process. You can log in to this tool by using your email and the password you used when you placed the order. After the order is despatched, you can follow the delivery with the tracking number that the courier provides. The tracking number will also be emailed to you.
- What delivery options do you offer? 
* Standard delivery: you receive your parcel in 2 to 3 days, using airmail/ surface mail. Place your order before 13u, pay by creditcard and your order will be shipped the same day (provided the items are in stock). Shipping costs: please see individual items/ shopping cart total.
* Express delivery : You will receive your parcel within 48 hours thanks to a specialized parcel delivery company. Place your order before 13u, pay by creditcard and your order will be shipped the same day (provided the items are in stock). Should you be absent, a note will be left in your mailbox. The parcel deliverer will try to deliver your parcel three times or ask you to contact him for the delivery. Shipping costs: please see individual items/ shopping cart total.
* Delivery at the pick-up point: By choosing this delivery option you can collect your parcel yourself at the following address:
Lukas - Art in Flanders VZW, Abrahamstraat 13 in 9000 Ghent. 
* What is the delivery time?
DHL delivery is 24h (orders placed before 1pm ) and DPD delivery is 3-4 working days.
- Can I place an order to be delivered to someone else / to another country?
Yes, but the order has to be placed on the website of the country where you want it to be delivered, and bear in mind that for the security check you will be ask for some documentation that links you to the delivery address.
- How can I track my delivery?
When your order is dispatched, you will receive a tracking number for your parcel by email. With the tracking number you can track the delivery of your parcel online.
- How do I obtain a copy of my invoice?
An invoice will be included with the delivery, but if you need an extra copy, contact our customer care and we will provide you with one.
- How do I change my password?
Contact us and we will modify your account details according to your wishes.

2.3. CANCELLATION AND REIMBURSEMENT
- How do I cancel my order?
To cancel an order please contact our customer service departement. Send a mail to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it This email address is being protected from spam bots, you need Javascript enabled to view it and please write down ANNULATION + "your order number" in the subject header.
- How can I be sure the order was cancelled and refunded?
Once your order is cancelled / refunded we will email you with proof of the cancellation / refund.

2.4. DELIVERY
- What time should I expect my parcel to be delivered?
Deliveries are made during office hours 9am – 5pm .
- Will I be informed of the exact time of delivery?
The couriers deliver during office hours. Some of the couriers offer a track and trace module that show information on the parcel and when it is out for delivery.
- What happens if I am not at my delivery address at the time of delivery?
The courier will leave you a delivery card for you to contact them in order to re-arrange delivery.
- Do I have to sign for the parcel personally, or can someone else sign for it?
People in your household can sign for the parcel but they will be asked for some proof of identification.
- Can I refuse the delivery?
Yes. If you do not sign for the parcel, the courier will return it to us.
- What should I do when I receive the parcel?
You should open the parcel in front of the driver to check that the parcel is in good condition and that all the items in the box correspond to your invoice.
- What happens if the parcel is damaged or has been opened / mistreated?
You will have to contact the courier not later than 2 days after the delivery and open an investigation file. The courier will conduct the necessary investigations concerning the damaged parcel. They will then provide you with a report that you can send back to us with the product. Upon the receipt of the product we will either reship your order or offer you a full refund. For opened or damaged parcel deliveries, DO NOT sign for or accept the parcel and instruct the driver to return the parcel to us.
In both cases, please contact us immediately.

2.5. PICK-UP STORE
- How does the pick-up store work?
When you indicate that you would like to pick up the order yourself in our pick-up store,  we will be notified by our backoffice system. As soon as we receive your payment, we will prepare your parcel and send you an e-mail to notify you that the parcel is ready to be picked up. As soon as you receive this e-mail you can pick up your parcel. (see next question)
- When and where can I pick up my order?
- PICK-UP STORE GHENT:
Lukas - Art in Flanders VZW, Abrahamstraat 13 in 9000 Ghent
- Opening hours PICK-UP STORE GHENT:
Monday from 9:00 until 17:00 h
Tuesday from 9:00 until 18:00 h
Wednesday from 9:00 until 17:00 h
Thursday from 9:00 until 18:00h
Friday from 9:00 until 17:00 h

2.6. WARRANTY AND AFTER-SALES SERVICE
- Can I return the product if I am not happy with it?
Please return unwanted goods within seven days after receival of your parcel. Goods MUST be returned in original condition and in unopened product package. DVD's and CD's are an exeption to this rule and cannot be returned when opened or used. When goodsd arrive unpacked or with opened product package, we will deduct the charges for repacking from the amount to be refunded.
- How do I send the product back to you?
Products must be sent in original condition and original package. We strongly advise you to return goods by registered mail inorder to prevent loss of the package. When we receive the goods we will control them on the general condition and arrange a refund.

2.7. WISHLIST AND MY SELECTION
- What is the difference between a wishlist and my selection?
Using a wishlist you compose your own list of desired gift items to be made accesible for your friends and relatives. Every time you encounter a gift you like, you can nail it to your wishlist. All you need to do is make it accessible for others and throw a party so that you have an occasion to receive all these beautiful gifts from your friends. Never again you will enounter unwanted gifts. 
'My selection' on the contrary serves another purpose.It will help you to put aside some images and gifts out of our vast collection of items so that you can find it back easily when you need it. My selection is a personal tool and therefore not meant to be accesible for other persons than you.