Returns & refunds

Last updated September 22, 2026

Everything we sell is made to order from your own photograph, so a returned print cannot be resold. This policy is built around fixing the artwork rather than sending it back.

Changes before printing — free, always

Print orders are held for 12 hours before they reach the printer. In that window, tell us what is wrong and we will remake the portrait at no cost and show you the new version before anything is printed. Reply to your order confirmation email, or use the contact page.

"It does not look like her" is a completely valid reason, and the most common one. You do not need to justify it.

Damaged, faulty or wrong

If a print arrives damaged, misprinted, or is not what you ordered, send us a photo within 30 days of delivery. We will reprint and resend it free, or refund you in full — your choice. You do not need to send the original back.

Changed your mind about a print

If you contact us before the 12-hour hold ends and before the order has gone to the printer, we will cancel and refund in full.

Once a made-to-order print is in production we cannot cancel it, because it is being manufactured specifically for you. This is the standard exemption for personalised goods, and it applies to UK and EU customers too.

UK and EU customers

Under the Consumer Contracts Regulations, the 14-day right to cancel does not apply to goods made to your specification or clearly personalised, nor to digital content you have begun downloading with your consent. Your statutory rights in respect of faulty or misdescribed goods are unaffected, and our reprint-or-refund promise above is more generous than the minimum.

Digital downloads

Because a digital file cannot be returned once downloaded, digital orders are not refundable after download. Before you download, a refund is available on request.

What we will do instead, at any time, is remake the portrait. Tell us what is wrong and we will regenerate it and send you the new file.

How refunds are paid

Back to the original payment method, via Stripe, normally within 5–10 business days of approval. We do not issue store credit.

How to start

Use the contact page, which carries the address, with your order number and — if the problem is physical — a photo. One person reads that inbox and normally replies within one business day.

The shipping and delivery page covers timings, the FAQ answers the common questions, and if you want to try a different photo or style you can start a new portrait for free.