Delivery
Shipping is free everywhere in the United States, on every order, with no minimum.
| What you ordered | When it arrives |
|---|---|
| Digital download | Immediately — emailed as soon as your payment clears |
| Fine art print | 4–10 days |
| Framed print | 4–10 days |
Prints are made to order, so the clock starts when you pay rather than when a warehouse gets round to it. You’ll get an email when yours ships, with tracking where the carrier provides it.
How it’s packed
Prints ship rolled in a rigid tube, interleaved with tissue. Framed pieces travel in a double-walled box with corner protection and a glazing sheet that is shatter-resistant rather than glass — a framed portrait that arrives in pieces helps nobody.
We don’t ship outside the US yet
The digital file is available anywhere in the world and is the same artwork at full resolution. If you want a physical print delivered internationally, email us and we’ll tell you honestly whether we can do it.
Returns
The 30-day guarantee
If the finished portrait isn’t what you hoped for, tell us within 30 days of it arriving and you get your money back. That’s the whole policy. You don’t need to justify it, and there’s no restocking fee.
Custom work is normally sold as non-returnable, and legally it can be. We don’t do that, for two reasons: you’ve already seen your portrait before paying for it, so surprises should be rare — and when there is one, arguing about it isn’t a business worth running.
How to start a return
Use the returns page — your order number and the email you ordered with are all it needs, and the link in your confirmation email takes you straight there. Tell us what went wrong and whether you would like a refund or the piece done again.
- A refund goes back to the card you paid with straight away, and usually shows within 5–10 working days.
- Done again means Lily looks at what went wrong and reworks, reprints or reships it at no cost.
We never ask for the piece back. A portrait of your dog is no use to anyone else, so keep it, pass it on or recycle it.
Damaged in transit
Photograph it as it arrived, packaging included, and add the photos on the returns page. We remake and reship it at no cost, or refund it — your choice.
Digital files
Digital files are not returnable. You see the exact portrait, watermarked, before you pay, so there is no surprise to guard against — and a file cannot be un-downloaded. If the file will not open or is not the portrait you chose, email us with your order number and we will put it right.
A wrong address
Tell us quickly and we’ll change it before it ships. If it’s already gone and comes back to us, we’ll resend it once at no charge.