Returns & Refunds

Every piece is individually hand-painted based on the photographs and personalisation details you provide. Before shipping, we will send you a proof of the completed artwork for review. Your artwork will only be prepared for shipment after you are happy with and approve the final proof.

Free Revisions Before Shipping

Reasonable revisions based on the same photograph and original order instructions are completely free.

Simply let us know clearly what you would like adjusted, and we will carefully revise the artwork to help achieve a result you are happy with.

Requests involving a new photograph, different pose or viewing angle, additional people or pets, new clothing, or major composition changes may require an additional customisation fee because they may involve redesigning or redrawing part of the artwork. We will always let you know before beginning any work that requires an additional charge.

The Nature of Handmade Artwork

Each artwork is created entirely by hand. Natural variations in brushstrokes, colours, linework and small details are part of what makes every piece original and unique.

A hand-painted artwork will not be an exact copy of a photograph, digital image or printed reproduction. If an artwork needs to be redrawn, the new version may also have slight differences because every piece is individually created by hand.

Damaged, Incorrect or Faulty Orders

If your artwork or frame arrives damaged, if you receive the wrong artwork or size, or if the item is materially different from the approved proof, please contact us at any time and provide clear photographs of the issue.

Once the issue has been confirmed, we will arrange a replacement where appropriate or refund the amount relating to the damaged or affected part of the order.

We will carefully review every concern and provide a fair and reasonable solution based on the circumstances.

Lost Parcels

If your parcel has not arrived or the tracking information has not updated for an extended period, please contact us so that we can investigate with the shipping carrier.

If the parcel is confirmed as lost, we will arrange a replacement or another appropriate solution.

Please make sure your delivery address is complete and correct when placing your order. If a parcel is returned or cannot be delivered because an incorrect or incomplete address was provided, additional shipping charges may apply.

Cancellations and Change of Mind

Because every artwork is personalised and created especially for you, we are unable to accept returns, cancellations or refunds for change of mind once the composition, sketch or painting process has begun.

If your order has not yet been started, please contact us as soon as possible. We will do our best to assist with cancellation.

Digital and Printable Artwork

Digital and printable artworks cannot normally be returned or refunded once the files have been delivered.

However, if you receive the wrong file or experience a technical issue, please contact us and we will correct it for you.

We Are Here to Help

Your satisfaction matters to us. If you experience any issue with your order, please contact us and we will carefully review the situation and provide an appropriate solution as quickly as possible.

Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable consumer protection laws.

Contact Us

For any questions about your order, artwork proof, delivery, damage or refund request, please contact us at:

customyourmoment@gmail.com