Frequently Asked Questions
• Make sure the photo is taken in good lighting
• Try to take the photo at eye level with the subject
• They don't need to be looking at the camera
• Try to get at an arm's length
• Make sure the photo is not blurry
• Make sure no features are out of frame - we can't add them if they aren't in the original photo
• Ensure that the hair color in the photo is not affected by bad lighting. If the hair in the photo is not accurate to real life, the hair in the design won't be either.
• Don't worry if there's a lot of stuff in the background. Our artists are highly skilled and can create the artwork even if the background is crowded. As long as the subject of the artwork can be clearly seen, your photo can be used.
Don't worry if you're unsure! Upload the photo anyway and our team will contact you if we need any other photos.
We do not paint from scratch. We are a digital design studio and we use a range of proprietary photo editing techniques, professional photo re-touching as well as a number of complex brush strokes and blending processes to turn your original photo into artwork.
Returns, Refunds and Cancellations
As your order is 100% unique and custom made for you, we cannot offer refunds. If you have a problem with your final product, please email us and we'll do our best to make sure you're happy.Note that while we do not refund faulty orders, we do replace them as quick as we can.
Please contact us as soon as you notice the damage and/or defect. We will offer you a replacement and send it out to you as fast as we can.
We accept all cancellation requests made within 24 hours of placing the order, no questions asked. Any cancellation request sent after this 24-hour window will be accepted at our discretion. If accepted, you will be subject to a 30% cancellation fee. This is because your artist will have been assigned and will have already spent time working on your artwork by this point. Orders that have been sent to print cannot be cancelled under any circumstance.
Most orders are produced and ready to ship within 2-5 days. The faster you approve your artwork in the customer dashboard the faster we ship it.
US: 3-5 working days
AUS, CA, UK: 5-8 working days
Europe: 5-10 working days
Rest of World: 10-15 working days
You'll receive an email containing your tracking number once your order is ready to be shipped.
Shipping prices are a flat fee per order:
USA, CA, AUS, UK, Europe: $14.95
Rest of world: $19.95
Yes, you will get a tracking number. We'll email you your tracking number as soon as it's available. We'll also send you ongoing email updates about where your parcel is. And we'll update you on the day it's due to be delivered! If you haven't received a tracking number after 14 days, please email us.
If your tracking number isn't working, please don't worry. Send us an email and we'll let you know exactly where your parcel is.
Yes, we deliver our canvases globally. No matter where you are, we can create you something incredibly special.
Yes. If you need to change the shipping address for your order, simply email us and we will change it. You will need to provide us with your order number and email address. You can change your shipping address at any point up until you have approved your artwork. After artwork approval, you will be unable to change your shipping address.
We have had our boxes specifically designed to protect your canvas while in shipping. Canvases will either come in a plastic bag to keep out moisture and are held securely in the center of the box, or will be shrink wrapped to a pad in order to keep them from moving during transportation. In the unlikely event your canvas is damaged during the delivery phase, please email us and we will send another out ASAP.