FAQ's

How to order

You will need to upload your photo to the product page by clicking on "choose file" under the product options.

Our talented team of artists spends lots of time creating your unique illustration from scratch. Unfortunately, we cannot offer a preview of your illustration (as all the work has been done by this stage) but we do guarantee that we will work with you until you are completely happy with your finished piece of art. 

If you require any changes or edits to your illustration, simply reply back to us via email or View Your Order and leave a comment, and our artist will revise your illustration and return it to you ASAP. Easy as!

Using more than one photo is a great way to add in a lost loved one or a long-distance family member.

We can merge two or more separate photos and put them all together in one illustration, the photos should be the same or similar angle (for example; all people standing, taken front on at eye level). Please note that we are unable to change the positioning of a person, for example, from sitting to standing or vice versa.

Our listings will allow you to upload ONE photo, so you will need to email your additional photos after purchase to info@cocostudioshop.com along with your order number.

Don't forget to use the note section at checkout to leave any requests for your artist!

We can use almost any photo including: 

✔️ Old photos

✔️ Screenshots

✔️ Photos of photos

✔️ Photos with watermarks

✔️ Photos are taken from any social media platforms 

✔️ Photos that are a little out of focus

✔️ Photos that are a little dark

If you are concerned that the photo you would like to use is very low quality, please get in touch with us and our customer service team will find a solution for you. 

If you have selected "digital download (JPG)", your finished illustration will be emailed directly to you, please make sure you check out with your correct email address as this is the address I will use. You will receive both a PDF and a JPEG file.

The default size for our digital illustrations is A3, however, they are suitable to be printed in A5 & A4, giving you plenty of freedom to choose the size best for your space. 

If you need larger sizes like A2 & A1, please use the note section at checkout to make a request.

Yes, we love pooches and kitties and all things feathered and furred. Be sure to include them as a "person" when placing your order. 

Alternatively, check out our detailed pet portraits here.

Yes, we can add this to your illustration. Simply add & purchase the Full Facial Details Add-on to your cart and select the correct number of people.

We can merge two separate photos and put them all together in one illustration, the photos should be the same or similar angle (for example; all people standing, taken front on at eye level). 

Please note that we are unable to change the positioning of a person, for example, from sitting to standing or vice versa.

Of course! Please use the note section at checkout to let us know what you had in mind and we'll customize your background.

Products

Yes we do! We offer gift cards in denominations of $50, $80, $100, $150 and $200. They are the perfect gift for someone special!

Purchase a Gift Card

Absolutely! Please get in touch with us via our contact form and tell us a bit about what you're after. We'll be able to put together a quote for you and help you achieve the look that you're after.

If you've got an idea in mind that you'd like to chat to us about, please use the contact form and get in touch. We'll be able to discuss your idea and provide a quote for the project.

Shipping

Please check your spam or junk folder - occasionally we end up there. If you did not receive an order confirmation email within 12 hours after placing an order, you may have entered your email address incorrectly. Please email us at info@cocostudioshop.com 

If you ordered a digital download, check your inbox! Be sure to also check your junk/spam folder - as sometimes we end up in there!

If nothing, hold tight, our artists are still creating your special piece. 

Our current turn around time for digital downloads is approximately 5-10 days, but this time can increase during peak seasons (Christmas, Mother’s Day etc).

Framed illustrations can take up to 5-14 days to be illustrated, printed and posted.

Note that turn around time doesn't include shipping time.

Shipping time for framed illustrations is 7-15 days depending on your location. Please note this time may increase during holidays and peak shopping seasons. 

We deliver digital illustrations as soon as we received it from the artist. This might take 5-10 days from purchase date. Please note this time may increase during holidays and peak shopping seasons. 

We offer standard worldwide shipping for a flat rate of AUD$10

You can "rush" your order of you require your illustration in3-4 days. This is available for digital illustrations only.

Returns

To ensure speedy delivery for you, we begin our work the moment you place your orders. In case you need to cancel your order, please email us within 24 hours of placing the order.

Since our products are customized, we do not offer refunds. If you are not happy with your illustration, please inform us within 48 hours after receiving it and we will continue to work with you to ensure you are 100% happy.

Our custom packaging ensures full safety of your posters and framed posters in transit. In the case of any damage, we ask you to take a picture and email us at info@cocostudioshop.com within 48 hours of receiving your order. We will then offer you a replacement or a refund on the frame and shipping only (not illustration).

If you selected fewer people than the photo you provided, we will contact you and issue a refund for the extra payment. 

If you selected more than the number of people/pets than the photo you uploaded, Our design team will start on your illustration and one of our customer service specialists will send you an invoice for the extra amount. A reminder email will also be sent.

Please note that your illustration won't be delivered until you pay the outstanding amount.

Unfortunately, we do not offer replacements as all our illustrations are customized and done from scratch. We will, however, work with you until we have achieved the outcome that truly makes you smile!

The Coco Studio is not responsible for any duties or taxes associated with the delivery of your order in the destination country, these are the full responsibility of the customer so please check your local laws regarding this. Please feel free to contact us if you have any questions.