Returns & refunds
Last updated: 8 November 2026 · DRAFT pending legal review
Every portrait is created especially for you from your own photo. Because personalised items are made to order, we can't accept returns or give refunds simply for a change of mind. That doesn't affect your legal rights, and if something isn't right, we'll put it right.
Before you buy
You see a preview of your portrait before paying and can create it again as many times as you like. Please only order once you're happy with the preview, and check any name spelling carefully.
Digital portraits
Digital portraits are delivered immediately after payment. At checkout you agree that delivery starts straight away and that, once it has, the 14-day cancellation right for digital content no longer applies.
Happiness Guarantee
Not completely happy? Within 14 days of purchase, send us your order number and tell us what you'd like improved, and we'll create a fresh version once, free of charge.
Faulty results
If your portrait has an obvious fault (for example a visible error, or it clearly doesn't match the preview you bought), tell us within 14 days and we'll fix it or refund you in full.
Canvas prints
Changes and cancellations
You can change or cancel a canvas order within 3 hours of ordering by contacting us. After that, it goes into production and can't be changed or cancelled.
Damaged, faulty or lost canvases
If your canvas arrives damaged or with a printing fault, send us your order number and a photo within 14 days of delivery. We'll send a replacement or a full refund, and you won't need to return anything. If your parcel doesn't arrive, contact us and we'll chase it with the carrier, then replace or refund it.
What we can't refund
- A change of mind after the portrait has been created
- A portrait that matches the preview you chose but isn't to your taste
- Canvas orders already in production
- Deliveries to an incorrect address entered at checkout
- Issues reported more than 14 days after delivery
How refunds are paid
Approved refunds go back to your original payment method. Please allow 5–10 working days for your bank to show it.
Questions? Contact us at [email protected] or via our contact form.