FAQ
Frequently Asked Questions
Find answers to the most common questions about ordering, personalised portraits, delivery, print quality, framing, and returns.
How do I place an order?
Simply choose your product, select your preferred options, and complete checkout through our website.
How do I send my photo for a personalised portrait?
After placing your order, you can send us your chosen photo using the instructions provided on the product page or in your order confirmation.
Can I add names, dates, or a special message?
Yes, for personalised orders you can include names, dates, or short wording where applicable.
Will I receive a preview before my portrait is printed?
Yes, for personalised portrait orders we will send you a preview before printing so you can approve it first.
Can I request changes to the preview?
Yes, minor changes can be requested before final approval.
What happens if I do not reply to the preview?
If we do not receive a reply within 48 hours, your order will be printed and dispatched to avoid further delays.
How are orders shipped?
All orders are shipped via Royal Mail Tracked 48.
Do you offer express delivery?
Yes, Express Next Day Delivery is available at an additional cost.
How long does dispatch take for wall art prints and print & frame orders?
Orders for wall art prints and print & frame products are usually dispatched within 1–2 working days.
How long does dispatch take for personalised portrait orders?
Personalised portrait orders are dispatched only after preview approval. Once approved, the portrait is printed and framed within 1 working day.
What paper do you use?
All prints are produced on high-quality 310gsm lustre paper for a premium finish with sharp detail and reduced glare.
Why do you use lustre paper?
Lustre paper gives a professional finish with rich detail and less glare than glossy paper, making it ideal for framed prints and artwork.
Do you offer framed and unframed options?
Yes, selected products are available as print only or framed, depending on the listing.
What sizes do you offer?
Available sizes are shown on each product page.
Are your products physical prints or digital files?
Most products are physical prints, but some listings may also offer a digital file option where stated.
Can I return a personalised order?
As personalised items are made to order, returns or refunds are only accepted if the item arrives damaged or there is a fault.
What should I do if my order arrives damaged?
Please contact us as soon as possible with your order number and clear photos of the damage so we can help.
Where can I read your full returns and refunds policy?
If you would like to read more about returns and refunds, please check our Returns & Refunds Policy.
How can I contact you?
You can contact us through our website contact page or by using the details provided in your order confirmation.