FREQUENTLY ASKED QUESTIONS

Do you offer a Satisfaction Guarantee?
Yes, we offer a satisfaction guarantee. We will send you your portrait for approval before we print it. Let us know if you don't like your painting and we will make it right.
Are your Artworks Made in the USA?
Yes, we proudly create your artwork in the USA. We produce and ship from the USA only
Why do you need high resolution images to create my Painting?

We need high-resolution photos to see all the details in your picture. The higher the resolution, the better. If you do not have a high-resolution photo, please send us a message and your image. We will check for you whether we can work with it.

Can you remove or add things for me?

Yes, please let us know what you want to remove or add to your painting, and for a little extra charge, we would love to help you with your unique project.

Will you show me my portrait before you print it?

Yes, we will send you your painting for approval. Without your authorization, we do not start the print process. Therefore, we recommend checking your emails frequently.

Can I change my order after submitting it?

Yes, within 24 hours, but only if we have not started your portrait yet. After then, we can not guarantee that we can make the requested changes.

Do you offer restoration and recoloring of old Photos?

Yes. You do not have to worry about this; we make photo restorations and recolor your old photos before painting for a little extra charge. Feel free and send us your photo; it would be our pleasure to check it for you in front.

What Languages do you speak?
We speak English, German and Spanish.
What is your Paint Style?
You will see our style in our shop. It is a watercolor style. If you'd like another style like oil painting or black and white painting, etc. please let us know before we start painting.
Do you add body parts and change dress colors?
Basically, we paint what is on the photo you provide. 

 1. That means, if you sent us a blurry or low-resolution photo we will paint it as is. It doesn't become sharper in the painting. If you would like to restore your photo, please book our restoration service. 

 2. Basically we don't add body parts. You get painted what is in your photo. This means if a person on the photo e.g. has legs cut off, the painting will show the same. If you would like to add body parts, this service can also be booked, please contact us before we start painting. 

3. Basically we paint the color shown in the photo. If you'd like to change the color of something in the photo contact us before we start painting. 

4. Basically, we don't paint the original background, we paint a neutral watercolor style background to put the people in the focus. If you like to keep your original background or like to change the background to an e.g. sunset background, beach background, etc. please contact us before we start painting.

5. If you book a merge service it is your responsibility to let us know the body sizes compare to the other people on the photo before we start to paint. because we don't know your people 

6. If you provide us multiple photos to merge and some of them have no lower body, only heads or upper body, we will bring them to the same size.

7. If you want someone in your merge painting in a specific place in your painting, please let us know before we start painting, otherwise we will decide which is the best arrangement.
How long is your painting time?
Our painting time is usually 2-5 business days. If you are in a hurry, no worries! We offer for a little extra charge a possibility to put your order in the first line. Your Custom Portrait will be ready painted in 1-2 business days.
SHIPPING QUESTIONS

I ordered multiple products. Will they all arrive at the same time?
Yes in most cases, they'll all arrive in the same package.
Will I get a tracking link?
Of course, we'll email you the tracking link as soon as possible. Once you’ve got your tracking link, your portrait should arrive within a couple of days.
What can I do when my tracking number isn't working!
Please notify us by Email, we'll update you about the status of your order.
Is the packaging secure?

Our packaging has been very carefully designed to protect your portrait while it's in transit. In the unlikely case that your painting arrives damaged, please email us ASAP latest within 48 hours, with a photo of the damaged product, and we'll take care of it.

How much will the shipping cost and how long will it take for my package to arrive? 

 We paint, print, package and ship out of our US location. So you will get your order very quickly.

  FREE standard shipping to the 48 contiguous States.


Free shipping: 5-10 business days 

Expedited shipping ($19.95): 3 - 5 business days 

Express shipping ($65): 2-3 business days 


Alaska and Hawaii Shipping times

Standard shipping ($29.95): 5-10 business days

Expedited shipping ($49.45): 3 - 5 business days 

 Express shipping ($94.50): 2-3 business days 


 Canada Shipping times


Standard shipping ($29.95): 5-10 business days 

 Expedited shipping ($49.45): 3 - 5 business days 

 Express shipping ($94.50): 2-3 business days 



For other countries, please ask us for our fair shipping rates.


RETURNS AND REFUNDS

My order arrived damaged, what to do now?

Please send us an email with a photo of the damaged order as quickly as possible. We’ll send you a replacement asap.

How can I get a refund?

We cannot offer you a refund after you approved your painting, because your order is bespoke and 100% unique, and handcrafted only for you. If you are not happy with your order, please get in touch with us, and we will discuss how to make you happy.


If your order is incorrect or damaged, please let us know ASAP latest, within 48 hours, and we will take care of it. We can not refund defective orders, but we always replace those orders ASAP.