Policies
Returns, repairs & remakes
Last updated 27 October 2026
Custom, made-to-order pieces
Because each portrait is made by hand from your own photograph, and you approve a digital preview before making, we cannot accept returns or refunds for a change of mind.
Damaged or incorrect pieces
If your portrait arrives damaged, or differs materially from the preview you approved, email us within 48 hours of delivery with your order number and photos of the parcel and the piece. We will repair or remake it at no cost, or refund you if a remake is not possible.
Cancellations
You may cancel for a full refund until you approve your digital preview. After approval, materials are cut and the making begins, so the order can no longer be cancelled.
Refund timing
Approved refunds are issued to the original payment method within 5–7 working days.