Refunds Our Likeness Guarantee means we’ll work with you until you have the portrait you envisioned – or your money back. We won’t start your custom portrait until we’ve agreed the composition and special requests with you. If you are not 100% satisfied with your portrait preview, we invite you to request amendments. Amendments are free of charge. Up to three final amendments are included. If you are not 100% satisfied following amendments, we’ll issue a full refund of payments made to date, including any shipping fees.
Payment of balance As a specialist service, we only create a limited number of portraits at any one time. All portrait orders require a 50% payment at the time of ordering, with the remaining balance due within 7 days of approving your portrait, & prior to shipping. Tilly & Blue does not offer a full refund for bespoke orders (non standard sizes not advertised on our site). Bespoke orders always receive extra consultation on composition and up to three final amendments are offered.
Damaged artwork Every effort is taken to ensure your portrait arrives safely and on time. Artwork is carefully packaged to ensure safety in transit. In the unlikely event your item is lost or arrives damaged please email email@example.com and let us know within 7 days. Please take photos of the damage and do not dispose of packing material as this may be required. Please return the item/s in their original packaging within 7 days of receipt and we will issue a full refund or replace your artwork. It is important to return items by tracked delivery as we cannot be held responsible for any items lost in transit.
Returns Artwork and frames are fragile items and should be opened with care. Please open and check your order upon receipt. Our Returns policy applies to the 7 day period, starting from the delivery date of your order. If more than 7 days has passed since your order has been delivered, we cannot offer you a refund or exchange. To be eligible for a return, your item must be returned to us, in the same condition that you received it. It must be in the original packaging.
If your painting is lost by the courier, we will send you a new artwork at no charge.
Return shipping Customers are responsible for shipping costs for returning your item. Shipping costs are non-refundable.
Order cancellation Unfortunately, portrait orders cannot be cancelled once we have received your order and our artist has started work on your portrait. Cancellation fees will apply.
Return address Tilly & Blue, 17 Hoults Yard, Walker Road, Newcastle Upon Tyne NE6 2HL