FAQ
Frequently Asked Questions
ORDERING
Q: How does the process work?
A: Choose your portrait style and size, upload a clear photo, and place your order. Our artist hand-designs your portrait and sends a digital proof within 1-2 business days. Review the proof, request changes if needed, and approve when you love it. We then print and ship your poster or deliver your digital file.
Q: What products do you offer?
A: Premium poster prints (unframed) and high-resolution digital files. Posters are printed on museum-quality paper. Digital files are delivered via email as high-resolution downloads.
Q: How are your portraits created?
A: Every portrait is 100% hand-designed by a professional artist using Photoshop and Procreate. We do not use AI, automated filters, or algorithmic generation.
Q: Can I order a portrait of a person, pet, or couple?
A: Yes. We create portraits of people, pets, couples, families, and groups. Choose your style and upload a photo.
Q: Can I cancel my order?
A: Yes, within 24 hours of placing your order if design work has not started. After that, you can cancel any time before approving your proof. Once your proof is approved, cancellation is not possible because production begins immediately.
PHOTOS
Q: What kind of photo should I use?
A: A clear, well-lit photo with the face fully visible. Natural daylight works best. Avoid blurry, heavily filtered, or very dark photos. See our Photo Guide for details.
Q: Can you work with old or slightly blurry photos?
A: Often yes. Our artist can work with imperfect photos, but extremely low-resolution images may affect quality. If your photo will not produce a good result, we will contact you.
Q: What file formats do you accept?
A: JPG, PNG, and HEIC. Photos from modern smartphones work well.
PROOFS AND REVISIONS
Q: Will I see a proof before printing?
A: Yes, always. You receive a digital proof via email within 1-2 business days.
Q: How many revisions do I get?
A: 2 complimentary revision rounds are included. Each revision is delivered within 1-2 business days. Revisions cover adjustments like color, positioning, background, and detail refinements.
Q: What if I do not like it after revisions?
A: If we cannot create a portrait you are happy with, we issue a full refund before printing.
Q: What happens if I do not respond to my proof?
A: We send a reminder email after 48 hours. If we receive no response within 48 hours of the reminder, the proof may be considered approved and production will begin. If you need more time, just reply to let us know.
SHIPPING
Q: How long does delivery take?
A: After proof approval: 5-10 business days in the US, UK, and EU; 7-12 business days in Canada and Australia. Digital files are delivered within 24 hours.
Q: Is shipping free?
A: Standard shipping is included for the US, UK, Canada, and Australia. Costs for other destinations are shown at checkout.
Q: Where is my poster printed?
A: At the production facility nearest to your address. Our print partner operates in over 30 countries, so your order is produced locally.
Q: Will I get a tracking number?
A: Yes. You receive a tracking email when your poster ships.
Q: Are there customs fees?
A: For US, UK, Canada, and Australia orders, there are typically no customs fees because your poster is printed locally. Orders to other destinations may be subject to import duties.
Q: Do you ship worldwide?
A: Yes, to most countries. Shipping availability and costs for your country are shown at checkout.
RETURNS AND REFUNDS
Q: Can I get a refund?
A: Before proof approval, yes. After approval and production, no, because the product is custom-made. If your poster arrives damaged or defective, we replace it free of charge.
Q: What if my poster arrives damaged?
A: Email support@fernfawn.com within 14 days with photos of the damage. We ship a free replacement. No return needed.
QUALITY
Q: What paper do you use?
A: Premium, museum-quality paper with vivid colour reproduction. Acid-free and designed for lasting quality.
Q: Will colours match my screen exactly?
A: Slight differences between screen and print are normal across the entire printing industry. We optimise files for accurate printing, but exact colour matching cannot be guaranteed due to differences in monitors and print processes.
PRIVACY
Q: What happens to my photo?
A: Used only to create your portrait. Retained for 90 days after delivery, then permanently deleted. Never used for marketing without your explicit consent. See our Privacy Policy.
Q: Is payment secure?
A: Yes. Payments are processed by Stripe, a PCI-compliant processor. We never store your full card number.