Getting your money back

One address handles every refund: [email protected]. Write there and a person answers within two working days.

Fourteen days to change your mind. Tell us within fourteen days of delivery and send the portrait back unused, in its original crate. We refund the full €169 to the card that paid, within five working days of the piece reaching us.

Damaged, broken or wrong piece. Photograph the portrait and the box and send them within seven days of delivery. Choose a replacement or a full refund. We pay the return postage and you are out of pocket for nothing.

Never delivered. If the tracking shows no delivery thirty days after dispatch, the order is refunded in full. No proof is asked of you beyond the tracking we sent.

Return postage. Paid by you when you simply changed your mind. Paid by us whenever the fault is ours: damage, a wrong piece, or a piece that never arrived.

How the money comes back. Always to the original card through Stripe, never as store credit or a voucher. Your bank usually shows it within five working days of us issuing it.

Cancelling before dispatch. Write the same day and we cancel and refund in full, as long as the parcel has not left the workshop.

Commissioned portraits. A piece modelled to your own brief cannot be returned for a change of mind, because it exists only for you. Damage in transit, a wrong delivery or a lost parcel are covered exactly as above.

Condition of a return. Unused and in the crate it arrived in. A portrait damaged after delivery by handling, water or direct sun is not refunded, though we will always look at photographs before deciding.