Refunds & cancellations
Last updated 15 October 2026
Personalised items: cancel before printing
Prints, framed prints and canvases are made to your specification, so the 14-day "change of mind" cancellation right doesn't apply to them (Consumer Contracts Regulations 2013, regulation 28(1)(b)). You can still cancel free of charge until your order goes to print: press Cancel and refund on your order page (the link is in your order email), or reply to your order email. Orders made from a preview you chose go to print automatically, about two to three hours after ordering (until then you can also fix the names or dates printed under the portrait). Orders placed without a preview go to print once you approve the proof we email you. If you're not happy with a proof we send you, tell us and we'll revise it; if we still can't get it right, we'll refund you in full.
Faulty, damaged or wrong items
If anything arrives damaged, faulty or not as you approved it, press Report a problem on your order page and add a photo within 30 days of delivery (or reply to your order email), and we'll reprint it free or refund you in full. You don't need to send it back. After 30 days you still have your rights under the Consumer Rights Act 2015: tell us about a fault whenever you find it and we'll reprint the item or, if we can't, give you a full or partial refund.
Lost in the post
If your order hasn't arrived 10 working days after it was dispatched, report it on your order page (or tell us) and we'll replace it or refund it.
Digital downloads
Digital portraits are digital content, not goods. At checkout you ask us to make your portrait and email it to you straight away, and confirm you understand that you lose your 14-day right to cancel once it has been emailed (Consumer Contracts Regulations 2013, regulations 36 and 37). Until it's emailed you can cancel free of charge from your order page, or by replying to your order email. If the file is faulty or isn't what you approved, tell us and we'll put it right or refund you.
Data retention
Photos and previews that aren't ordered are deleted automatically after 30 days. Photos and print files for orders, and photos sent with a problem report, are deleted six months after delivery.
How refunds are paid
Refunds go back to the card you paid with. Once we've sent a refund, it normally shows on your statement within 5 to 10 working days, depending on your bank.