Refunds & reprints

Digital download problems

Review the free watermarked preview before buying. If you are charged twice, receive the wrong file, cannot access a purchased file during its storage period, or a paid style fails to generate, contact us with the portrait and payment reference. We will investigate and restore delivery or refund the affected purchase where appropriate.

Reviewing your artwork

AI artwork is an interpretation of the source photo. Small details and colors may vary, so compare the preview before purchase. This policy does not exclude remedies for a product that is defective or materially different from its description, or any cancellation rights that apply by law.

Damaged, defective or incorrect keepsakes

If your printed keepsake arrives damaged, has a printing defect or differs from the product ordered, contact us promptly. Include the order reference, a description of the issue and clear photos of the product and packaging. Please keep the packaging while the issue is investigated.

Reprints and refunds

For a confirmed production error, incorrect item or transit damage, we will arrange an appropriate replacement, reprint or refund without charging you for the remedy. Contact us before mailing anything back so we can provide the correct instructions. Do not return a parcel to an address printed on its packaging without approval.

Cancellation and changes of mind

Request cancellation or an address correction as soon as possible. Custom production can begin quickly, so cancellation cannot be guaranteed after work starts. Personalized products may be exempt from change-of-mind returns where permitted by law. This does not limit your rights when a product is faulty, misdescribed or otherwise fails applicable consumer protections.

Missing deliveries

If tracking is stalled or the parcel does not arrive within the expected window, send us the order reference and confirm the shipping address. We will investigate with the printer and carrier and offer the remedy appropriate to the result. An order marked complete by the printer is not necessarily confirmation that a parcel has reached you.

How refunds are processed

Approved refunds are returned through the original payment provider. The time for funds to appear depends on the provider and your bank. We will tell you which part of an order is being refunded. Mandatory consumer rights and any longer statutory claim periods remain applicable.

Contact us

Include your order or portrait reference

Operated by 伍振荣. Email [email protected] for delivery, refund or reprint help. Please send only the details needed to investigate your issue; never email card credentials or passwords.

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