Frequently Asked Questions
Questions answered before the brush dries.
Everything here is written to make the process feel straightforward: privacy, previews, revisions, refunds, shipping, and what to expect from handmade work.
Preview before shipping
You can review the finished creation before it is packed and sent out.
Reasonable revisions included
Small refinements based on your original photo and approved direction are part of the process.
Your original photo stays private
We never publish your source photo. Finished artwork is only shared with your permission.
At A Glance
Clear answers for every step of the order.
Scan the section that matches your question, or read through the whole flow from upload to delivery.
Photos & Privacy
Your source photo stays private from the start.
We use your upload only to create the custom artwork. Public sharing happens only if you approve it.
Your original photo is used only to create your custom artwork. We will never use your original photo publicly.
If we would like to feature the finished artwork in our portfolio, website, social media, or marketing materials, we will ask for your approval first.
Saying no is completely fine and will not affect your order.
Preview & Approval
The preview guides the direction. The handmade finish brings it to life.
The preview is there to build confidence and alignment, not to promise a pixel-identical printout.
No. The preview is meant to show the creative direction, not an exact pixel-for-pixel final result.
Because your artwork is handmade, natural differences in brushwork, texture, color, and artistic interpretation are part of the process.
Yes. Before your artwork is shipped, you will have a chance to review the final creation and approve it.
Revisions & Changes
We keep the process flexible while the work is still in progress.
Reasonable changes are welcome before shipping, especially when they help the artwork better reflect the original photo and approved direction.
Yes. If needed, you may request reasonable revisions before shipping.
We want you to feel confident about the final artwork before it is sent out.
Reasonable changes may include adjustments to details such as facial features, color tone, background elements, or other parts of the artwork based on your original photo and approved direction.
Please contact us as soon as possible. If production or shipping has not started, we will do our best to help.
Once production has started, changes to the photo, style, size, or other order details may not always be possible.
Once an order has shipped, the shipping address can no longer be changed by us.
Once you approve the final artwork, we will prepare it for shipment.
After approval, the order moves into the final shipping stage and can no longer be changed, canceled, or refunded for general preference reasons.
Cancellations & Refunds
Before painting starts, cancellation is simple. After production starts, it depends on work completed.
Custom work behaves differently from off-the-shelf products, so the refund policy follows the production timeline.
Yes. You may cancel your order for a full refund before the artist has started working on your painting.
Once the artist has started, your order is considered in production.
At that point, the order may only be eligible for a partial refund depending on how much work has already been completed.
Damage, loss, or verified production defects are handled separately.
Approved refunds are usually processed within 5–10 business days. Your bank or payment provider may take additional time to post the funds.
Because each portrait is custom-made based on your approved direction, we cannot accept returns or refunds for general taste, style preference, or change-of-mind reasons.
Damage, Defects & Quality Issues
Verified problems are handled separately from style preference.
When something arrives damaged, lost, or clearly produced incorrectly, we step in with a concrete resolution path.
Please contact us within 30 days of delivery and include photos of the artwork, packaging, and shipping box.
Depending on the situation, we may offer a repair, replacement, remake, or refund.
A defect may include:
- Wrong item sent
- Incorrect size or option
- Severe damage to the canvas, frame, or painting surface
Because every artwork is handmade, the following are not usually considered defects:
- Small differences in brushwork or texture
- Slight color differences between screen preview and finished artwork
- Natural artist-made variation
- Minor differences caused by lighting, display settings, or material texture
- General style preference after the approved direction has been followed
Shipping & Delivery
We help resolve true shipping issues, but delays are not the same as loss.
If a carrier loses the package, we act. If the shipment is merely slow, we help track and escalate.
If the carrier confirms your package is lost, we will send a replacement or provide a refund.
Shipping delays do not automatically qualify for a refund, but we will help track the package and step in if it becomes unusually delayed or confirmed lost.
Please make sure your shipping address is correct before placing your order.
We are not responsible for delays, returns, extra shipping costs, or missed delivery caused by an incorrect address, refusal, or failed delivery attempt.
Materials & Final Appearance
Screen color and real-world materials will never be perfectly identical.
We want expectations to feel honest before you order and before the finished portrait arrives.
Colors may vary slightly between your screen and the finished artwork.
Screen brightness, display settings, lighting, paint texture, and framing materials can all affect how the final piece looks in person.
Still Deciding
See your photo as a painting before you commit.
The easiest way to understand the process is to step through it. Upload a photo, explore directions, and judge the result with more confidence.