Personalised, never unprotected.

Changed your mind or spotted the wrong address? Email us immediately. If the order has not entered production, we will cancel it and return everything you paid.

Every paid order pauses for a human artwork and order check before print. That creates a short correction window, but it is not a guaranteed number of hours—production can begin as soon as the check is complete.

Your portrait is created from your photograph and choices, so it is made to your specification. Once production has begun, the usual 14-day online change-of-mind cancellation right does not normally apply to that personalised item.

That exception is about changing your mind. It does not remove any of your rights if the product is faulty, damaged, not as described or does not match the order we accepted.

Tell us as soon as you can and include your order number plus clear photographs of the item, outer packaging and delivery label. Photographs help us resolve it without making you post a damaged frame back.

We will arrange the appropriate remedy—normally a no-cost remake and tracked reshipment, or a refund where required. Asking for photographs or prompt notice does not reduce your statutory rights.

The printed artwork should match the unwatermarked version of the preview you approved, allowing for the normal difference between a lit screen and pigment on textured paper.

If we printed the wrong edition, crop, inscription, size or frame, or the delivered work materially differs from the approved portrait, contact us. We will put it right.

Email studio@heldportraits.co.uk with your order number and a sentence explaining what happened. We will acknowledge the message and tell you what we need next.

Do not dispose of a damaged product or its packaging until we confirm that photographs are enough. We will never ask you to pay return postage for an accepted fault.