Frequently Asked Questions

Photo to Portrait Products

Art to Keepsake Products

Shipping & Delivery

Refund & Exchange

Can I get a portrait transformation preview before ordering?

Absolutely! You can place your order first and receive a proof afterwards — if you’re not happy with it, you can cancel. Or, if you prefer, request a preview before ordering via our live chat. 📸 Simply upload your photo in the chat box 📎 and tell us:

  • Which portrait style you’d like (e.g., Portrait of Fanny Caspers (1819), Mermaid Princess, Sky Pilot, etc)

  • Which product & size you want (e.g., Framed Paper Poster 11″ × 14″, mug, iPhone 16 case, etc)

  • Your email address

We’ll send you a watermarked preview by email within 10 minutes to 12 hours. Approve it, and you’re ready to checkout.

 

What kind of photo should I upload for the best transformation result?

For the best results, please upload a clear, front-facing close-up photo. Make sure the face is fully visible — that means no hats, filters, or sunglasses. Natural lighting and neutral expression are ideal. This helps the transformer capture every sweet detail.

Is my photo safe with you?

Don’t worry — your photo is safe with us. We only use your image to create your artwork. Once it’s completed and delivered, both your photo and the portrait are permanently DELETED from our system.

How can I get the best quality image of my artwork for a keepsake product?

To ensure the best result, please follow these tips when capturing your artwork:

If you're taking a photo:

  • 📸 Use natural light. Take the photo in a bright room during the day, near a window, to avoid harsh shadows and color distortion.

  • 🖼️ Lay the artwork flat. Place it on a clean, neutral background. Avoid tilting or curving the paper.

  • 📱 Shoot straight-on. Stand directly above the artwork, keeping your phone or camera parallel to it to prevent distortion.

  • 🚫 Avoid shadows and glare. Watch for your own shadow or reflections from lights.

  • 📷 Use high resolution. Set your phone or camera to the highest resolution possible. Avoid using filters.

If you're scanning:

  • 🎨 Use color scan mode. Choose full color (not black & white or grayscale).

What if the personalized edit tool doesn’t meet my expectations?

If the preview from our automatic edit tool doesn’t fully meet your needs, you can leave a detailed note in the “Order special instructions” box on the cart page before checkout. Our professional designer will review your request and make adjustments to ensure your artwork is just right for your keepsake.

How long does processing and delivery take?

Processing: 1–2 business days

Shipping: 4–8 business days (after processing)

For photo-to-portrait orders:

We’ll send you a preview for confirmation before we begin. The sooner you approve, the sooner we start!

How to track my order?

Once your order has shipped, we’ll send you an email with your tracking number and a direct link to follow your shipment’s progress. You can also copy your tracking number and enter it at DHL Tracking Portal for the latest updates.

Do you offer free shipping?

Yes — enjoy free U.S. shipping on orders over $100! Use code AT100 at checkout.

What’s your return and refund policy?

Because all products are custom-made, returns are limited:

  • Photo-to-Portrait Products – You can cancel before approving the proof for both digital files and printed products. Once approved and delivered/produced, they’re non-refundable.

  • Art-to-Keepsake Products – Cancel within 4 hours of ordering; after that, they’re non-refundable.

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