Refund policy
Every piece is made by hand to order, so here's exactly where you stand.
Cancelling an order
You can cancel for a full refund any time before I start painting. Once work has begun I can offer a partial refund depending on how far along the piece is. Once a finished piece has been posted, it can no longer be cancelled.
Made-to-order items
Because each piece is personalised to your photos, custom artwork is exempt from the usual 14-day change-of-mind return rights. That doesn't affect your rights if something arrives faulty or isn't what was agreed.
If you're not happy
Tell me within 14 days of receiving your order and send a photo. If I've got something wrong, I'll repaint it or refund you in full — your choice. I'd always rather fix it than leave you disappointed.
Damaged or lost post
Orders are sent by Royal Mail. If your parcel arrives damaged, send me a photo and I'll replace the piece. If it hasn't turned up within 14 working days of posting (21 for international), I'll replace or refund it.
Charity donation
The charity donation included with your order is part of the price you paid, so it is included in any refund I issue before the donation has been passed on.
How refunds are paid
Refunds go back to the original payment method, usually within 5–10 working days of being approved. Delivery charges are refunded on cancelled or faulty orders.
Get in touch
Use the support form with your order number and I'll sort it out.