Likeness Guarantee we’ll work with you until you have the portrait you envisioned – or your money back. Because we’re not just artists – we’re animal lovers who are passionate about making our customers feel a rush of love every time they see our work.
Deposit We request a 50% deposit when placing your order online. If you’re not happy with your portrait preview we’ll issue a full refund and we won’t start work on your portrait until agreeing special requests & composition with you.
Amendments As a specialist service, we only create a limited number of portraits at any one time. Amendments are free of charge with up to three final amendments included.
Tilly & Blue does not offer a refund for bespoke orders and non standard sizes not advertised on our website. Bespoke orders receive extra consultation.
Damaged artwork Every effort is taken to ensure your portrait arrives safely and on time. Please open and check your order upon receipt and report any damages to us within 3 days.
In the unlikely event your portrait arrives damaged please email orders@tillyandblue.co.uk 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 portrait. It is important to return your order by a tracked service 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. 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.
If your painting is lost by the courier, we will send you a new artwork at no charge.
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
