Refund Policy

Every portrait is custom illustrated for you, which makes our return policy a little different from a standard store. We want you to love your piece — here’s how we handle it.

Custom artwork is final sale

Because each portrait and personalized keepsake is made to order, we can’t accept returns or offer refunds once your proof has been approved and the item has gone to print. Please review your digital proof carefully before approving it.

Revisions before printing

We include one round of complimentary revisions on every portrait. If something looks off — hair color, skin tone, spelling — let us know during the proofing stage and we’ll adjust before anything is printed. Additional revision rounds are available for a small fee.

Damaged, defective, or incorrect items

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

Cancellations

You can cancel for a full refund any time before you’ve approved your digital proof. Once the proof is approved and the order moves into printing, we can no longer cancel it.

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.