Made for you, so the rules are different.

You can cancel at any point before approval and get every penny back. Email us with your order number and we will refund the full amount to your original payment method within three working days. We do not charge for work already done.

You can also ask us to redraw it instead. One revision is included with every order. Change the style, the background, the crop, the caption, the frame colour. Most of the time a portrait someone was unsure about comes back right, and nobody needs a refund at all.

Your proof arrives by email within 12 hours of ordering, with a link to approve it or ask for a change. Your order is treated as approved when either of these happens: you click the approve link or reply to say you are happy with it, or 48 hours pass with no reply after we have sent you a reminder at 24 hours.

The second rule exists so that seasonal orders still arrive on time, and it is the reason we chase you rather than quietly printing. If you need longer, tell us and we will hold your order. Once approval happens, printing and framing begin within hours and the order cannot be stopped.

This is what the law calls goods made to your specification or clearly personalised. Under regulation 28 of the Consumer Contracts Regulations 2013 the usual 14-day right to change your mind does not apply to them.

None of the above touches your rights under the Consumer Rights Act 2015. We replace or refund, your choice, if any of these happen:

Tell us within 48 hours of delivery where you can, with a photo of the problem. That is not a deadline on your legal rights, it just means we can claim against the courier, and it gets your replacement moving the same day. Your short-term right to reject faulty goods lasts 30 days, and your rights beyond that are unaffected by anything on this page.

Do not post anything back until we ask. Most of the time we do not need the original returned, and we would rather you kept it than paid for postage.

Being straight with you about this now is fairer than arguing about it later. None of the following is a fault we can refund:

Changing your mind after approval. The proof stage is the moment to say so.
Deciding it does not look like them, after you approved it. Tell us at the proof and we will redraw it.
A frame colour or size you chose and later regret. Both are shown on the proof.
Softness that came from the photo you sent. If a photo is too small or too blurred we tell you before we start. If you ask us to go ahead anyway, the result is not a fault.
Slight colour differences between your screen and the print. Every screen is calibrated differently. We match the proof, not your monitor.

At checkout you tick a box asking us to supply your digital file straight away and acknowledging that you lose the right to cancel once it is delivered. That is a requirement of the Consumer Contracts Regulations, and it means a delivered digital portrait is non-refundable.

Before the file is sent, the same rule as everything else applies: cancel any time before you approve the proof for a full refund. If a file will not open or arrives corrupted, that is a fault and we fix it.

Tell us before approval and we will change the delivery address for free. After despatch we cannot redirect it. If a parcel comes back to us because the address was wrong or nobody was there to take it, we will resend it once you cover postage again.

Email us with your order number, a photo of the problem taken in daylight if you can, and whether you would rather have a replacement or a refund.

We reply within one working day. Approved refunds go back to your original payment method within three working days, and your bank may take a few more to show it.