FAQ

How do I order?

I currently open for orders on specific days once or twice a month. Please check my website homepage or my Instagram for announcements on when I will be taking orders. Once they are sold out, they will be sold out until the next launch. 

How do you receive my photos?

I will send out an email within 48 hours of your order for all your details and photos. Please respond within 72 hours with your photos. If you need more time to gather photos, please let me know! 

What is your turnaround time?

Turnaround time is approximately 3-5 weeks. Each portrait is custom made and takes time to complete. If you are needing your portrait by a specific date please feel free to contact me.

Do I see my portrait before it ships out?

I do not send photos before shipping out. I like to keep it a surprise for when it arrives to you!  I find the details and colouring always show better in person vs a photo. Sneak peeks may appear on my Instagram. A photo may also be sent if requested. 

What type of frame should I use?

It’s ok to squish the wool down with the glass from the frame. It will not ruin your portrait. It will lose a bit of dimension but is a great way to protect your portrait from dust, etc. You can also take the glass out of the frame for a more 3D effect. To clean dust off of the portrait use a lint roller. The frames that have the tabs that you pull up on the back work best as they leave a little bit of extra room to fit it in. 

Can a portrait's finish be changed?

Once your portrait is finished in a hoop there is no way to change it back as it is sewn into place. A portrait finished as ready to frame style can later be changed to a hoop. If this is requested, shipping fees and materials costs will be at the customer's expense. 

How do I get a refund or return a portrait?

If I have not started your portrait yet, a refund can be applied. I will automatically refund your order if I have not received photos or heard through email from you within 72 hours. If your portrait arrives damaged or you are unhappy with the finished result, please contact me.