Effective 11 November 2026 · Version 2026-11-11.1
Making & shipping
Dispatch origin and destinations
Portraits ship from Xiamen, Fujian, China. We mainly welcome enquiries from the United States, Canada, Australia and New Zealand. Availability for your specific address must be confirmed before we accept an order. Remote areas, islands and some address types may require separate arrangements; we will not request payment for delivery to an address we have not confirmed we can serve.
Shipping, taxes and import charges
Shipping is quoted for your address. Before we send a PayPal invoice, we will confirm a carrier that can handle your piece and give you a written proposal listing the shipping cost, estimated transit time, taxes we collect, and any import taxes or carrier handling fees payable separately by the recipient.
Shipping charges and import charges are separate unless the proposal expressly includes both. We will not ask you to pay separately for costs the law requires us to bear, and any tax we are required to collect will be shown in your proposal before payment. We will clarify uncertain costs or delivery conditions before payment, rather than add unagreed charges afterwards. We do not understate the goods’ value or declare commercial orders as gifts to avoid charges.
Making time and transit time
Every portrait is handmade. The typical making time is about 20 calendar days, excluding queue waiting time and transit. During busy periods or other circumstances affecting production, commissions may need to be queued, so completion within 20 calendar days of payment is not guaranteed. Please email feltilo92@gmail.com; the studio owner will reply with the current availability and confirm your start date, estimated completion and dispatch dates in writing before payment. The proposal and necessary references should also be agreed before payment. Making is arranged according to the agreed schedule after the 50% initial payment is received and verified.
Before accepting your order, we will confirm estimated completion, dispatch and transit timing in writing, based on our actual schedule and available delivery services. Holidays, customs and destination conditions may affect transit; this does not remove our obligations concerning delays or remedies. Unless expressly agreed, a website photograph or general estimate is not a promise of arrival for a particular occasion.
Approval and dispatch
We will share finished photographs first. Once we have your approval, verified final payment and confirmed address, we dispatch on the agreed schedule and provide the carrier and available tracking information.
If we need information or approval from you before proceeding, we will contact you and agree the next steps. Silence is not treated as approval of the portrait or automatic forfeiture of your payment. Tell us about address changes promptly. After dispatch, a change may depend on the carrier; we will check feasibility and agree any cost with you first.
If we cannot dispatch on time
If we learn that we cannot meet the agreed dispatch date, we will promptly explain why, propose a realistic revised date with the reason for it, and let you choose whether to accept the delay or cancel the unshipped order for a full refund of the payments made for that order. We do not deduct making costs when cancellation results from our delay or inability to fulfil the order.
We seek your agreement to a delay and do not treat silence as acceptance of an indefinite extension. If we cannot fulfil the order or have not obtained the agreement required by law, we will cancel and refund promptly. A further delay requires further communication. Any shorter legal notification or refund deadline takes precedence.
Delayed, missing, damaged or incorrect deliveries
Email feltilo92@gmail.com with your order reference and a description of the problem. Tracking screenshots and photographs of the packaging and piece are helpful if available; please keep packaging temporarily where practical. Original packaging or an unboxing video is not a condition of your statutory remedies.
We will remain your point of contact, follow up with the carrier, and arrange an appropriate remedy such as replacement, repair or refund according to the problem and applicable law. We will not require you to deal only with the carrier, or indefinitely withhold a remedy owed to you while waiting for carrier compensation.
Returned parcels, uncollected deliveries and address errors
If a parcel is returned because of an address error, non-collection or refusal, we will establish what happened and contact you. If redelivery is needed, we will explain any actual, reasonable extra cost and obtain your agreement first. We bear the relevant costs when the problem is our error or responsibility under applicable law. A returned parcel does not, by itself, mean that you forfeit the entire payment. Contact us before returning a portrait to the business address; see our Cancellations & refunds policy for return arrangements.