Likeness Guarantee We’ll only start work on your custom portrait after agreeing the composition and special requests with you. If you are not 100% happy with your final portrait, we’ll issue a full refund!
Payment & amendments 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 payment due within 3 days of approving your portrait & prior to shipping. We do invite you to request amendments. Amendments are free of charge. Up to three final amendments are included. If you are not 100% satisfied following agreed amendments, we’ll issue a full refund. Tilly & Blue does not offer a full refund for bespoke orders and non standard sizes not advertised on our website. Bespoke orders receive extra consultation on composition.
Damaged artwork Please open and check your order upon receipt and report any damages to us within 3 days.
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 arrives damaged please email firstname.lastname@example.org within 3 days of receipt. Please take photos of the damage. Please return the item/s in the original packaging within 7 days of receipt and we will fix 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 immediately and with care. Please open and check your order upon receipt. Our Returns Policy applies to the 3 day period, starting from the delivery date of your order. If more than 3 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