Every print is backed by our happiness guarantee. There are two parts to it. The full policy lives on the Refund Policy page.
Print Quality — 14 Days
If your printed gift arrives with a quality defect — a printing error, damage in transit, colour drift — we'll issue a full refund or send a replacement at no charge. Reply to your order confirmation email within 14 days of delivery with a photo of the issue.
Portrait Likeness — 7 Days, Before Shipment
If you're not happy with how the portrait turned out, you can request a full refund within 7 days of placing the order, provided it hasn't shipped yet. Once an order is in transit it can't be cancelled, because a personalized print can't be reused.
This is also why the previews are free: check the portrait carefully before you check out, and you should never need this.
How to Request a Refund
- Email [email protected] with your order number.
- Tell us briefly what went wrong. For quality issues, attach a photo.
- We'll respond within one business day and process the refund through Stripe — funds typically appear in 5–10 business days.
What Isn't Refundable
- Orders that have already shipped, except for quality defects.
- Personalization mistakes — typos in the inside message, the wrong photo — reported after the order entered production. Please double-check the preview before checking out.
This policy is in addition to your statutory rights under applicable consumer protection law.