Refund policy

At Dear Portraits, every portrait is uniquely created for you. Because each portrait is personalized and made-to-order, we cannot accept returns or offer refunds once your portrait has been created. That said, we stand behind every portrait we create. If something isn't right, we'll make it right.

Digital Portraits

  • Instant Delivery
    Your digital portrait arrives in your email within minutes of purchase. If you don't see it, please check your spam folder. Because delivery is immediate, we are unable to cancel digital orders once placed.
  • Happiness Guarantee
    We'll redo your portrait once at no extra charge. Simply email us at contact@dearportraits.com within 7 days of your purchase with your order number, the same photo you originally uploaded, the resulting photo and what you'd like us to improve. We'll create a fresh portrait for you within 24-48 hours.

Canvas Portraits

  • Review Before We Print
    After your canvas order is placed, you will receive a complimentary high-resolution digital download of your portrait by email. If you don't see it, please check your spam folder. You have 12 hours from the time of delivery of that digital file to review your portrait and contact us with any concerns. If we do not hear from you within that window, we will proceed to print and dispatch your canvas order.
  • No Cancellations After Printing
    Because canvas portraits are custom-made to order and production begins after the review window closes, we are unable to offer refunds or cancellations once printing has started.
  • Damaged in Transit
    If your canvas arrives damaged in transit, please contact us within 2 calendar days of delivery with your order number, a photo of the damaged item, and a photo of the original packaging. We will review each case and, where damage is clearly caused by shipping, arrange a replacement.

What We Cannot Refund
We are unable to offer refunds in the following situations:

  • Digital portraits (instant delivery)
  • You change your mind after a digital portrait has been purchased
  • Digital portrait issues reported more than 7 days after purchase
  • Canvas orders that have already entered production (where no concerns were raised during the 12-hour review period before printing)
  • Incorrect shipping address. Please double-check your address at checkout
  • Canvas damage reported more than 2 days after delivery

Photo Quality
The quality of your portrait depends on the photo you provide. A blurry or low-resolution image will limit the level of detail we can achieve. For the best result, please upload the sharpest, clearest photo you have. If you're unsure whether your photo is suitable, reach out to us at contact@dearportraits.com before placing your order and we'll take a look.

How to Contact Us
If you have an issue with your order, please reach out via contact@dearportraits.com or Facebook with your order number and a photo of the item if applicable. We typically reply within 24 hours and will do everything we can to make sure you love your portrait.