All of our portraits are made-to-order, hand-painted custom artworks. Because each piece is uniquely created to your specifications, all custom portrait sales are final and non-refundable. Please review your order details carefully before submitting.
Shipping:
International shipping: Orders ship within 15-30 business days via your national postal service and include tracking. Customs fees and duties vary from place to place. Please contact your local postal service for customs fees/duties information in your area.
Please keep in mind all orders are shipped from our residence country China.
Exceptions — Damaged or Faulty Items (Non-Human Damage)
If your artwork arrives damaged or materially faulty through no fault of your own (for example: damage in transit, a significant manufacturing defect, or a clear discrepancy from the agreed custom specification), we will assess the issue and work with you in good faith to find an appropriate remedy — this may include a partial/full refund depending on the situation and feasibility. Under consumer guarantees in many jurisdictions (including the EU), sellers are required to repair or replace faulty goods when appropriate.
How to Report a Problem
- Please inspect your artwork immediately upon delivery.
- To report damage or a fault, contact us within 7 calendar days of delivery via the website Live Chat (lower-right corner) or our support channel and include:
- Your order number;
- Clear photographs showing the damage or fault (close-ups + full-item shots + video);
- Photographs of the original packaging (if possible);
- and a brief description of the problem.
Photographic evidence and retention of packaging help us and any carrier/insurer to investigate claims efficiently.
Assessment & Resolution Process
- After we receive your claim and photos, we will acknowledge it within 3 business days and begin an assessment.
- We may request additional photos or ask you to return the item for inspection; we will provide shipping instructions if a return is necessary. Do not discard packaging until you have been instructed to do so.
- Once the assessment is complete, we will propose a remedy and an expected timeline. We aim to resolve valid claims as quickly and fairly as possible.
Return Shipping & Costs
- If the damage was caused in transit or is a confirmed defect, we will cover reasonable return shipping costs or provide a prepaid return label where applicable.
- If the item must be returned for reasons not related to seller fault (which is rare for custom pieces), return shipping may be the buyer's responsibility unless otherwise agreed.
Cancellations & Order Changes
- Because paintings are created by hand, cancellations or major changes are not accepted once painting has finished. If you need to change details, please contact us immediately — we will do our best to accommodate changes before production starts but cannot guarantee them.
Legal Rights & Jurisdiction
- This policy does not affect your statutory rights under applicable consumer protection laws. For example, in many countries consumers have specific rights for faulty goods and guarantees which may apply in addition to the remedies described above. Where local law provides greater protection (e.g., legal guarantees in the EU), those rights will apply.
Contact & Support
To report an issue or for any questions about our policy, please contact us via the website Live Chat (lower-right) and provide your order number and photos. We will respond as soon as possible.