Order received
We confirm the portrait, product, delivery address and the amount paid by email.
After you decide
Made for one address.Tracked to another.
One human check, careful production and a clear trail from approval to your door.
See the portrait first ↗Checked by a person
A person checks the architecture, crop, print file, frame, glazing and inscription before release.
Made to order
The approved artwork is printed, finished and—when selected—cut, framed and glazed for this order.
Packed for the journey
Corners, glazing and print surface are protected for parcel handling.
Tracked to the door
The dispatch email carries the courier and tracking link as soon as the parcel leaves production.
When will it arrive?
The current production and delivery estimate is shown before payment and repeated in the order confirmation. Personalised pieces need time for the human check and manufacture; an image preview is not a dispatch promise.
Unless we agree a different date with you, UK consumer rules require delivery without undue delay and no later than 30 days after the contract is made. If a delay changes your plans, contact us rather than chasing a courier alone.
Where we deliver
The prices shown on this website include standard delivery to a valid UK address. Any excluded postcode or additional option must be shown before payment.
You can deliver to yourself or nominate someone else as the recipient. For a gift order, use their name and address at checkout; receipts, prices and order updates stay with the purchaser.
International delivery is not offered at launch. We will never accept the order and add an undisclosed shipping charge afterwards.
Address changes
Email us immediately if the address is wrong. We can change it before dispatch, but a courier may not accept a change once the parcel is moving.
Please include the order number, old postcode and complete corrected address. Never put payment details in an email.
Late, missing or damaged
HELD remains responsible for the order until it is delivered to you or to a person you nominated. If tracking stops moving or says delivered when it is not, contact us and we will investigate.
If it arrives damaged, keep the packaging and take photographs. We will arrange the appropriate remake, reshipment or refund; see the returns and remakes page for the full process.