Returns & Refunds

Returns and refunds

Almost everything we make is a one-off portrait of a specific person, pet or child, sculpted from photographs you send us. That changes what a fair returns policy looks like, so we have written it out plainly rather than hiding behind the word “custom”.

Custom sculptures — cancel any time before we begin

After you order, reply to your order-confirmation email with your photographs. Our artists create a digital proof of the likeness and send it to you within 24 hours of receiving them. Nothing is made until you approve that proof.

  • Ask for as many changes to the proof as you need — the face, the hair, the expression, the clothing, the pose. There is no limit and no extra charge.
  • If the proof never looks like them, cancel for a full refund. We refund everything you paid, including express shipping.
  • You can cancel for a full refund at any point before you approve the proof, for any reason at all — including simply changing your mind.
  • Once you approve the proof we begin making the piece, and the order can no longer be cancelled.

If the finished piece falls short

If what arrives does not match the proof you approved, tell us within 30 days of delivery and send a photograph. We re-sculpt or re-paint the piece and ship the replacement at our cost. If we cannot put it right, we refund you in full.

If it arrives damaged

Every order ships tracked and insured. If your piece arrives damaged, contact us within 7 days of delivery with photographs of the damage and of the outer carton, and we will send a replacement at our cost. Please keep the packaging until the claim is settled.

Ready-made pieces — 30-day returns

Pieces not made from your photographs, such as Hand-Painted Apollo Bust, can be returned within 30 days of delivery for a full refund. They must be unused and returned in their original packaging. Return shipping is at your cost unless the item arrived damaged or was not what you ordered.

How refunds are paid

Refunds go back to the original payment method. We issue them within two business days of approving your request; your bank or card issuer usually takes a further 3–10 business days to show the money.

Start a return or cancellation — include your order number and we will reply within one business day.