Delivery & Returns
How does delivery work?
✔︎ You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your custom portrait is on its way - now what?
All orders generally take 2-5 days to be created and shipped. This can increase slightly during sales periods.
Note: If there is an issue with your order (e.g. new pet photo needed), this understandably will extend your production time.
We also send all customers an artwork proof and ask for your approval before printing. So the faster you approve, the quicker we can ship!
All orders are shipped with tracking and you will receive your tracking number by email as soon as it's available.
NOTE: Expect a delay during the holiday period (Nov/Dec) as our couriers experience a surge in parcels to be delivered.
Transit time estimates are shown below:
USA: 3-7 working days
Do you have a returns policy?
✔︎ Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy.
Refunds
We are extremely confident that you will love your Portraitful portrait. That’s why we offer a 100% Money-Back Guarantee.
If you are unhappy with your artwork after a proof is sent to you, we will work with you, providing unlimited revisions*, until you are 100% satisfied with your artwork. However, if your portrait is still not what you envisioned, we will refund your order in full. It’s really that simple.
All you have to do is tell us what went wrong with your artwork, and we’ll give you your money back.
Please note, we are unable to provide a refund if:
• You approved your artwork proof, and change your mind after the portrait has been delivered.
• You believed the artwork would be hand-painted. All of our artworks are digitally created based on the photos you provide us.
*Note: We provide unlimited revisions based on your chosen portrait style (eg. Neon Style). An additional fee will apply if you request your portrait to be illustrated in more than one style.
Damaged or wrong artwork
Please inspect your order upon delivery and contact us immediately if you received the wrong artwork or damaged items. If any of these apply, please contact us within 48 hours of receiving your order at help@portraitful.com with photos of wrong/damaged items (including packing slip). We will organize an express replacement for you and make things right.
Artwork Proofs
All Portraitful artworks are custom-made to order.
You will receive your artwork proof to approve or request changes within 3 days after placing your order. If we do not hear back from you within 24 hours of the proof email being sent, you will receive a follow-up email. If you selected the 'See Now, Pay Later!' ($10 upfront) payment option when placing your order, we will notify you after 72 hours that your order will be canceled in 2 days unless we hear from you.
If you have already paid for your order in full and we do not hear back from you within 72 hours of the follow-up email, we will automatically send your portrait out for printing and shipping as-is.
If you need more time, please contact our customer support team at help@portraitful.com
Please make sure to add help@portraitful.com to your email contacts to ensure delivery to your inbox. Although rare, our email address may end up in your spam or junk folder.
Returns
Due to the highly personalized nature of our products, we don't offer returns or exchanges. Each artwork is created specifically for you and your home. However, if there's something wrong with your order, please let us know by contacting us at help@potraitful.com. We will work with you on making things right.
Please note that when we create your artwork, we use the image uploaded with your order. If your image is not suitable, our team will contact you and ask for an alternative image. If you don't follow our image guidelines or if the image is low quality, we can't guarantee a favorable result.
Review our Image Guidelines here.
Exchanges
At this time, we don't offer exchanges.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at help@portraitful.com within 48 hours of receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at help@portraitful.com