Frequently Asked Questions
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 spend lots of time creating your unique illustration from scratch. Unfortunately we cannot offer a preview of your illustration (as all the work has ben 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 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 love one or a long-distance family member.
We can usually merge two or more seperate photos to create one illustration, providing the photos have been taken from the same or similar angle (for example; all people standing, taken front on at eye level). We are unable to change the positioning of a person, for example, from sitting to standing or vice versa.
Our listings only allow you to upload ONE photo, so you will need to email through your additional photos after purchase to firstname.lastname@example.org 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
✔️ Photos of photos
✔️ Photos with watermarks
✔️ Photos taken from social media
✔️ 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 we can 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 A4, however they are suitable to be printed in A5, A3 and also A2 - giving you plenty of freedom to choose the size best for your space.
It is not our normal style, but we can sometimes fulfil this request at an additional cost. Please use the contact form to get in touch and we will let you know if this is possible.
We can often merge two seperate photos to create one illustration, however the photos must be taken from the same or similar angle (for example; all people standing, taken front on at eye level).
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 customise your background.
Please check your spam folder - occasionally we end up there. If you do not receive your order confirmation email within 12 hours of placing your order you may have entered your email address incorrectly. Please email us at email@example.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.
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 customised, we do not offer refunds. If you are not happy with your illustration, please inform us within 48 hours of 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 firstname.lastname@example.org 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 more people than the photo you provided, we will contact you and refund you the extra money you paid.
If you selected less people than the photo you provided, Our design team will start on your on your illustration and we will send you an invoice for the extra amount. A reminder email will also be sent.
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 customised. We will however, work with you until we have achieved the outcome that truly makes you smile!