Frequently Asked Questions

Photos

How do I get the best photo for my portrait?

  • Use as much natural light as possible to illuminate the face of your baby/child/pet.
  • For babies and children, direct their attention away from the camera as best you can, preferably with their eyes looking up and towards the light source.
  • For pets, don’t allow their noses to point directly at the camera (as if sniffing it, for example) as it will distort the proprtions and make the nose look huge!
  • For all subjects, hold the camera as straight and upright as you can, and at the subject’s eye-level. Use as high-quality resolution photographs, with as little blurring, as possible. You will be given feedback on any photographs you send and, where possible, may be required to retake photos if they are not at a certain standard.

How do I send my photos?

When you place your order, You will be contacted by your preferred contact method to discuss your commission. You can then provide a digital copy of the photo(s) as an email attachment or social media message.

What happens to my photos once the commission is complete?

Reference photos are stored digitally on The Portrait Shop computer and Google Drive account. The photo may be shared alongside the portrait on The Portrait Shop’s social media channels and website. Your permission will be obtained prior to doing this, and you may request that your photos be deleted any time after the portrait is complete.

Delivery

When will I get my custom portrait order?

Please check the product descriptions on the Shop page for the estimated completion time. You will be updated throughout the drawing process regarding its progress, particularly in the very rare circumstances that there is going to be a delay.

If you have a specific deadline in mind, please discuss this at the outset of your order.

How are portraits delivered?

All portraits are delivered in card-backed envelopes by Royal Mail first class recorded delivery. Following confirmation that you are happy with the portrait, it can then take 1 to 2 days for it to be packaged and posted, then Royal Mail delivery takes around 2 business days to arrive. Additional payment may be required for any special delivery. NOTE: recorded delivery does not guarantee nor speed-up the delivery time, it simply tracks the parcel and requires a signature on arrival.

Cancellations

Can I cancel my commission?

If you cancel your portrait within 14 days from purchase, you will receive a full refund. If you cancel after this time, but before completion, you may receive a partial refund, but this will be assessed on a case-by-case basis. If you cancel after completion of the commission, and do not wish to receive the portrait, you will be refunded the postage and packaging fee only.

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