Refunds & Returns

You can cancel or change your order within 1 hour of placing it for a full refund.

After that, our artists are often already at work. If your artwork has been started, we will refund you as store credit minus a small fee for the artist's time. Once a proof is approved and sent to print, it can no longer be changed or cancelled.

Personalised artwork cannot be resold, so we are unable to offer returns or refunds on custom pieces once they have been approved.

If something is not quite right, talk to us first. We can almost always put it right.

We offer unlimited small edits to your original photo and costume until you are happy.

Your first major change — a new photo or a different costume — is on us. Further major changes carry a small artist fee, since each one means starting the artwork afresh.

Most previews arrive within 2–3 working days, or 3–5 in peak season.

In a hurry? First In Line brings your preview forward to within 2 working days, and Next Day Preview to within 24 hours. Both speed up the artwork itself, not printing or delivery.

Once approved, printing takes 3–5 working days.

After you approve your proof — or it auto-approves, if we do not hear back within the stated time — it goes to print.

From that point it cannot be changed or cancelled, and the order is non-refundable.

We work from the photo you upload, so please follow our Photo Guide as closely as you can.

We cannot promise miracles with blurry or low-resolution images, and a few things simply are not possible. We cannot, for instance, open or close a mouth or add a smile. We can handle red-eye, eye colour and similar finishing touches.

If your order arrives damaged or faulty, or it is the wrong product, size or print, we will replace it — no quibbling.

Just let us know within 48 hours of delivery, with your order number and a photo of the issue, and we will get one moving straight away.

If you chose Onward, claims for loss or damage in transit are quickest through their form. You will find the link on the Replacement Request page.

Not sure whether you did? Use the form and we will point you in the right direction.

Yes. For pieces from our non-customised Animal Wall Art collection you have 14 days from receipt to cancel.

Let us know by email within 14 days and return the item unused, in its original condition, for a refund or store credit.

Return postage is yours to cover unless the item is faulty or damaged. Please use a tracked service so the parcel can be traced if it is delayed or lost.

Original delivery charges are not refundable.

Items returned damaged through handling may carry a fair deduction from the refund or store credit.

No. This does not affect your statutory rights.

Personalised artwork is exempt from the 14-day cancellation right under UK consumer law, which is why the terms above apply to custom orders.