FAQs
What are the holdups ?
*CHRISTMAS* - Current delivery times: 10 to 12 working days.
It takes approximately 7 to 10 working days to produce a personalized illustration. These times may vary depending on the current period (Christmas, Valentine's Day, Mother's Day, etc.)
For URGENT orders, you can add the Express 72h option to your basket so that the illustration is ready within 72 working hours.
Regarding illustrated posters, these are generally shipped within 24 working hours.
What are the delivery times ?
It takes approximately 5 to 12 working days for delivery of your package in Europe. (depending on the option chosen)
These deadlines may vary depending on the current period (Christmas, Valentine's Day, etc.).
Do not hesitate to refer to our “delivery” page.
How do I choose my photo?
The majority of photos will be perfect, if you are hesitating between two, prefer a good quality photo, with good brightness, if possible unretouched and uncut.
Full-length or portrait photos are ideal! But the photos that mean the most to you will meet the most beautiful stories.
If you want a group illustration but do not have photos all together, several photos of each of the people to be illustrated will be very suitable.
Do not hesitate to contact us by email if you need advice in choosing your photo.
Can I view the artwork before it is printed so I can make changes if necessary?
Of course, once created, the illustration is sent to you by email for validation, you can then request modifications if necessary. Two series of adjustments are included in the price, beyond that, if you want more modifications, they will be charged €3.
I don't have a photo of my family together, can I provide you with a photo of my husband and me, and another with my two children?
Of course, we can make an illustration using multiple photos if you don't have a group photo.
However, please avoid selfies or cropped photos, full-length or portrait photos are ideal.
How is the artwork sent?
Finally, to avoid any damage during transport, your illustrations are sent with the greatest care.
We prefer tube packaging to prevent the artwork from being bent or torn during transport.
To add extra protection against rubbing, posters are wrapped in tissue paper.
My order has been returned to sender, what should I do?
When the package is returned to the sender following non-delivery, due to an incomplete or incorrect address, incorrect information provided when ordering, or the fact that you did not collect your package within the deadlines, it will be kept for a period of 2 months, after this period, without news from you the package will be destroyed and the amount of the sale withheld.
If you contact us within 2 months following the return of the package to the sender, it may be returned to your address (completed and corrected), subject to payment of the costs linked to the re-routing of the package to you.
I have not received my order, what should I do?
If you have not received your order within 15 working days, I invite you to contact me by email, with your order number so that I can look at this for you.
If you have chosen tracked delivery, you can track your package via the link available in your customer area.
If your package is indicated as delivered and you are unable to locate it, a delivery investigation will then be launched with the carrier. If the carrier is not able to locate your package, it can be returned for you, or alternatively a credit note in your customer area.