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Refunds, printing and shipping

Last updated 13 September 2026

The short version

If you do not like it, tell us and we refund you. That includes the printed book and the plush. You do not have to send anything back and you can keep the digital files.

How to ask

Email [email protected] with the email address you ordered with. You do not need an order number and you do not need to give a reason, although if the painting missed something in the drawing we would genuinely like to know so we can fix it.

Refunds go back to your original payment method. Stripe usually returns them within five to ten working days, which is their timeline rather than ours.

The one limit

We will refund any order once. If someone orders repeatedly and refunds every time, we will stop taking their orders rather than argue about it.

Printing and shipping

Digital items are not posted. The painted portrait arrives by email the same evening you order it. The picture book PDF takes up to two days.

Printed hardcovers are made to order and ship within seven working days. Plush toys are sewn to order and take three to four weeks, which we tell you before you pay rather than after.

If a physical item arrives damaged, send us a photo and we will remake it. You do not need to return the damaged one.

Christmas

Every year we publish a cut-off date for hardcovers arriving before Christmas, and we hold to it. Ordering after the cut-off is still fine, it simply will not arrive in time and we will say so at checkout.