Refund Policy

Every portrait is illustrated for you, so our policy is built around getting the art right before we print — not refunding after. Here’s how it works.

All sales are final on custom items

Because each portrait and personalized keepsake is made to order from the photo you upload, all sales of custom items are final and non-refundable. In place of a refund, every order includes our digital proof approval process (below), which is designed to make sure you love the artwork before any ink hits paper.

Digital proof approval — how we replace refunds

Before we print anything, our artists email you a digital proof of your portrait — typically within 1–2 business days of your order. You can:

• Approve the proof, and we send it to print, or
• Request revisions — we’ll keep refining until you’re satisfied.

This approval step is the remedy in place of refunds. Once you approve the proof and we send your order to print, the sale is final and we cannot issue a refund on the artwork.

Print defects & shipping damage

If your order arrives damaged, has a printing defect, or the printed piece doesn’t match the digital proof you approved, contact us within 14 days of delivery with photos and we’ll send a free reprint or replacement. No need to return the original.

Cancellations before illustration begins

You can cancel for a full refund any time before our artists start illustrating your order. Once illustration has begun, the order can no longer be cancelled or refunded — but you’ll still go through the proof approval process before we print.

Non-response to proofs

If we don’t hear back from you on a digital proof within 14 days after we send it, we’ll treat the proof as approved and move the order into production so your piece isn’t stuck indefinitely.

How to request help

Email hello@fernandfirst.com with your order number and a short description (plus photos, if relevant). We respond within 1–2 business days.