Frequently asked questions
Is the quality of my photo good enough to use?
Most likely - yes! Our artists are very talented & can create a portrait almost out of any photo.
Still unsure? Check out our photo guide for more detailed information.
How do you create your portraits?
The portraits are not ‘paintings’.
Instead, we use cutting-edge digital technology, including photo editing and retouching, as well as sophisticated brush stroke and blending processes. The end result? A portrait fit for a King or Queen!
What are the dimensions of the canvas that my portrait will be printed on?
We offer four different sizes of canvas frame. The frame itself is made from high-quality, gallery standard materials. The frames have a standard depth/thickness – 1.25”.
The frame sizes are as follows:
8" x 10"
This smaller frame is perfect as a gift or to surprise to a loved one or friend. This size of portrait requires us to adjust the height-to-width areas, so be aware that you might not be able to see as much of the shoulder area of the costumes compared to the pictures displayed on our product pages.
12" x 16"
This mid-sized canvas is perfect for almost any room in your home – living rooms, dining areas, and entrance halls. Some of our customers like to give it pride of place – above their beds!
18" x 24"
The bigger…the better! This sized frame is the most popular, especially with parents whose love for their children knows no bounds. At this size, every detail and feature of your portrait is blown up for everyone to see. A portrait fit for an Emperor!
24" x 36"
Your personal gallery awaits! Impressive portrait size will leave everyone speechless - every detail and feature magnified creates a truly impressive piece of art. Ideal for living rooms, large dining areas, and those who appreciate the finer details in life.
How long will it take for my portrait to arrive, and how much will shipping cost?
Please visit our Shipping & Delivery page for information about shipping times & prices.
My order contained multiple products. Will they all arrive at the same time?
In most cases, yes – they’ll all arrive in the same parcel. Occasionally, we’ll finish a portrait a day or two ahead of the others in the order. In this case, we’ll send the completed artwork in a separate parcel.
Will you send me a tracking number?
Yes, we’ll email one out to you. We know how important it is for our customers to be informed about their order, so we’ll send it to you as soon as possible. Once you’ve got your tracking number, your portrait should arrive within a few days.
If you still haven’t received a tracking number within 14 days of your order, please email us.
My tracking number isn't working!
Nothing to worry about. Email us, and we’ll update you about the status of your order.
Can you ship to anywhere in the world?
Yes – true royalty know no borders! Wherever you are in the world, we can ship a portrait to you.
My order was returned to sender. Can you ship it to me again?
Yes, of course.
However, please be aware that we are unable to offer compensation for late delivery in these circumstances. These situations occur when the shipping address is wrong or incomplete. If this is due to an error on our part, we’ll reimburse you the shipping fee, and then resend the parcel. However, if we were provided with the wrong information at checkout, we cannot offer any reimbursement. We will of course re-ship your order once you’ve provided us with your correct address.
If your order has been returned to sender, all you need to do is contact us to arrange for it to be re-shipped. We’ll ask for a new shipping address, and we might ask for a contact number so we can make sure it reaches you this time.
How secure is the packaging?
Our packaging has been carefully designed to protect your portrait while it’s in transit. Your canvas will be wrapped in plastic to keep out moisture, and held securely in the center of the box to avoid scuffs or scratches.
In the unlikely circumstance that your portrait arrives damaged, email us and we’ll send you a replacement.
RETURNS & REFUNDS
What is our refund policy? (Our Guarantee)
Satisfied customers are what make us the premier custom royal portrait site. Your satisfaction is our top priority & we will do everything to ensure that you love your portrait.
Lost Painting Guarantee
If the painting is lost by the courier shipping agent, we will send you a new artwork at absolutely no charge to you. Contact us 5-25 days after delivery approval for assistance regarding the lost painting.
If your painting arrives damaged, please reach out to us within 30 days by contacting our customer support. We will print & ship a new canvas for you free of charge. Please make sure to contact us within 30 days, as we may not be able to reprint the artwork if the deadline is missed.
If you are not happy after viewing the preview of the portrait you can ask for revisions - we do unlimited modifications free of charge! Should you decide even after several modifications that you are not happy with the result, we will of course respect your decision. In that case, please write to our customer support so we can reach the best solution for you.
Once you have received the portrait and you are not satisfied with it you may return it to us in the original packaging within 30 days after receiving it to receive a full refund. Please get in touch with us for a return address.
Digital File Refund Policy
Digital download files cannot be refunded once they have been sent to you, regardless of whether you return the physical portrait.
The “Fast track your order” service may not be refundable if it has been provided to you in accordance with our policy.
The “Expedited shipping” costs may not be refunded if the service has been provided to you in accordance with our policy.
Can I receive a refund for special customizations made to my order?
Special customizations are non-refundable; however, in the event of a return, you may be eligible for a partial refund of up to 75% of the original purchase price.
My order was damaged when it arrived. What now?
Contact us as soon as possible. We’ll send you a replacement as quickly as we can.
If I change my mind am I able to cancel my order?
Yes. As long as your cancellation request is made within 24 hours of placing your order.
After the 24 hour period, cancellations will be accepted at our discretion. We will might charge you a 20% cancellation fee, since work will have already been done on your order.
Orders that have already been printed cannot be cancelled.