FAQs

 

 

  

How Fast Do You Ship?

Our dispatch date differs for each product so please check the estimated date for an indication of when your item will be dispatched.

During lockdowns we have taken the decision to extend our turn around time to 7-10 working days.  We will always try to get your orders out to you ASAP, however to ensure we look after our own mental health and allow for all of the knock on effects of the pandemic, it is important that we take the steps to protect ourselves and our lovely business while also providing you with realistic expectations from us.  

We strongly advise you to choose a Tracked Service where possible. Royal Mail are still running with delays and disruptions and using a Tracked Service allows you (and us) the ability to follow your parcel from us dropping it off to it arriving at your door.

First class and Second Class post do not provide a tracking number and in the current climate delays occur beyond our control. If your package goes missing in transit we are not able to do anything until Royal Mail declares it missing which is often 28 days later.

If it is not tracked, we cannot see that it has not arrived with you and will not be able to refund or replace until it has been declared lost by Royal Mail.

  

My Tracking Number Is Not Updating

Unfortunately we have no control or access to your parcel once it enters the Royal Mail network. Please contact Royal Mail for assistance as they will know far more than we do. Once we have passed your delivery over to them we have the same information available as you do and can only see what you see. 

We strongly advise using a tracked service whenever purchasing a portrait from us.

First class and Second Class post do not provide a tracking number and in the current climate delays occur beyond our control. If your package goes missing in transit we are not able to do anything until Royal Mail declares it missing which is often 28 days later.

 

Do You Ship Internationally?

Yes, we ship internationally again!

What is Your returns policy?

Returns are accepted with our 100% money back guarantee. If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of receipt. Returned items should be unused and must be returned in original packaging, unopened with any enclosed documentation.

We are not able to offer a refund for PERSONALISED products though you are free to change your mind within 48 hours and receive a full refund for any PERSONALISED PORTRAITS/CARDS/ARTWORK or PERSONALISED ITEMS. This does not include any artwork where you have only decided on the colour of the foil. Please feel free to drop us a line if you need anymore information.

You have the option to waive the 48 hour cancelation period and have your print dispatched in 3-5 working days instead of 5-7 working days

If you opt for our Gold Rush Service, your cancelation period is automatically waived.

*During busy periods the dispatch time may take longer

In the rare instance that your print does not arrive once dispatched by Royal Mail we will offer to resend the print or a refund once the parcel has been declared missing by Royal Mail.

Dispatch Time

Our standard turnaround time is 5-7 working days, however during busy periods this may increase. We have two options for a faster dispatch time.

Waive the 48 cancelation period - This allows us to start working on your portrait as soon as we receive it and we are able to dispatch your order faster. We will always try to accomodate if you ask for your print before a certain date, however we cannot guarantee it.

Gold Rush - Our Gold Rush service guarantees your order will be dispatched within 48 hours. We strongly advise using a tracked delivery service if you need your print in a rush.

 

Shipping 

Shipping - Free UK Shipping on any purchase over £45

UK orders over £45 - Free (Tracked 48 Hours) 

 Please note, heavier items may incur a higher P&P rate. 

We are also not responsible for any delays once your parcel has entered the Royal Mail Network. Please contact Royal Mail with your tracking number as your first point of contact but do let us know if you need any help.

For International Orders, buyers are responsible for any customs and import taxes that may apply. We are also not responsible for delays due to customs.

 

 

What Are The Imperfections You Spoke About?

Our beautiful prints are hand foiled, this means that each piece is individually passed through a hot press to be foiled. This means that some imperfections can occur though they are rarely noticeable unless scrutinised and if we are honest with you, the perfectionists in us wouldn't let us send anything out that we were not 100% happy with!

         

 

Why Do You Charge Per Person in a Print and Not Just Per Picture?

When you are turn a photograph into a black and white digital portrait there are details and features that got lost in the process. We want to make sure that everybody looks their absolute best in a print but factors like skin tone, lighting, exposure etc can mean that not everyone in the picture equally appears at their most fabulousness from the first edit. We work on each person in the picture individually so that everyone has the same level of detail and their amazingness shines through even before we have made them golden. However this takes time so we charge a very small surcharge per person.

 

Do You Make Pet Foil Prints?

We most definitely do! And we love them too! 

 

Do You Offer a Preview of the Print Before Purchase?

Unfortunately we cannot offer you a preview or mock up before your purchase the print. You are commissioning a piece of personalised artwork so we are not able to offer a mockup without charging you for the time to create it. However we always send a proof of the print for approval before foiling once you have purchased and are happy to work through any concerns you may have. 

If you do not leave an email address we will send your prints out without sending you a draft first. 

Where we have sent a draft email and not heard back within 24 hours we will also send the print out.

 

This is to ensure all prints are sent out in time.