Frequently Asked Questions

We have multiple warehouses across the globe and provide fast local shipping to the following countries:

• United States (USA)
• Australia (AU)
• Canada (CA)
• United Kingdom (UK)
• New Zealand (NZ)

We offer FREE shipping on all orders over $100+ USD. For orders under this amount, we charge the following shipping fees based on your location (prices in local currency):

• USA: $15 under $100
• Australia: $25 under $150
• Canada: $20 under $150
• United Kingdom: £10 under £100
• New Zealand: $25 under $150

Once you have approved your artwork proof, your order will be fulfilled within 3 business days, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

• USA: 5-8 business days
• Australia: 5-8 business days
• Canada: 7-10 business days
• UK: 3-5 business days
• NZ: 7-10 business days

Note: Most portraits are delivered within 1-2 weeks from the order date, depending on how many artwork revisions are requested. On the product page, an estimated delivery date is shown just below the 'Add to Cart' button.

Currently, we do not offer express shipping for our custom portraits.

Our 'Skip the Queue' product add-on speeds up your artwork creation and moves your order to the front of the queue for our artists to begin working on. It does not increase the courier's speed or shipping time.

You’ll receive a tracking link via email or SMS when your order ships out. You can also track your order here.

If you have any questions about your tracking or shipment, drop us a line at support@welhamandco.com.

We currently do not offer local pickups for any orders. We will deliver your order directly to the shipping address you've provided.

Unfortunately, we don’t offer gift wrapping for our portraits to avoid damage in shipment. However, if you are located in the US, you can add a gift note with your order.

Changed your mind? If you’d like to cancel your order, please contact us immediately at support@welhamandco.com and we will process your refund, in line with our 100% Money-Back Guarantee.

Please note: If you’ve approved your artwork and it has already been shipped out, we are unable to cancel your order.

Your feedback is immensely important to us!

To leave a review for your house portrait, click here.

To leave a review for your family photo portrait, click here.

To leave a review for your memorial portrait, click here.

To leave a review for your favorite place portrait, click here.

To leave a review for your wedding portrait, click here.

To leave a review for your couple portrait, click here.

To leave a review for your pet portrait, click here.

Alternatively, you can navigate to the product page and scroll to the bottom of the page where you see reviews and click the button that says "Write a Review".

Before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address.
• Ask your local post office if they have your package.
• Stop by your neighbors in case the courier left the package with them.

Tip: Package theft is on the rise— If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!

Please note: We can only send your order to the address you have provided. If you have given us an incorrect address, and the package is delivered there, we are unable to retrieve it. Please check your address carefully on the order status page and order confirmation email before your artwork is sent for printing and shipping. Please notify us immediately if there is something wrong with the shipping address you've entered.

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at support@welhamandco.com with your order number.

Yes! We offer free artwork proofs on all orders. You will receive your artwork to review in 3 days or less after your order is placed. You may request unlimited revisions until your artwork is just the way you like it. We want you to love your Welham & Co custom portrait!

Changed your mind about a frame size or color? Please contact us within 2 hours of your order being placed and we will accommodate the change. After 2 hours, it is at our discretion on whether or not the change is possible. Please be aware that in rare cases, changes to orders may result in shipping delays.

Yes! We appreciate modern and simple art just as much as you do. If you prefer to have the artwork designed without a message, simply write "BLANK" in the chosen message box.

All of our artworks are digitally created based on the photos you provide us, and are almost identical to an actual hand-painted portrait. So all you have to do is sit back and relax while our illustrators transform your photo into a masterpiece!

Our talented design team can also enhance any images you provide or remove certain objects from photos.

Helpful tips to get a great photo:

1. Upload a clear, high resolution photo
2. Avoid photos with dark lighting
3. Please avoid using any filters to ensure we can color your artwork correctly
4. Make sure everything you would like shown in the artwork is visible in the image

Review all of our Image Guidelines here.

We offer the following frame sizes:

• 8x10 in (20.3 x 25.4 cm)
• 12x16 in (30.5 x 40.6 cm)
• 18x24 in (45.7 x 61.0 cm)

Frame moulding size varies from 1"-1.5" (2.5-3.8 cm) depending on your portrait size. To ensure the frame does not cover any part of the artwork, the actual print size is slightly smaller.

All our frames are 0.75" (1.9 cm) thick and include hanging hardware.

View our full Size Guide here.

Please note: Sizes stated above are for the frame only - a standard margin of 1" (2.5 cm) is applied to all artwork edges. We currently do not offer custom sizes. Please refer to the list above for your preferred size.

All portraits are expertly printed on museum-quality giclée Epson matte paper and are protected behind lightweight plexiglass. Our .75″ (1.9 cm) thick hardwood frames are sourced from renewable forests and come with hanging hardware included.

Please note: Frame moulding size varies from 1"-1.5" depending on portrait size.

We currently do not offer digital-only portraits.

However, you can select the 'Digital Download' add-on with your order and receive a digital copy of your artwork in addition to the physical print.

Yes! For any special requests, please email our support team at support@welhamandco.com.

We always do our best to ensure the colors of your custom portrait match the artwork proof. However, depending on your device, these colors may appear slightly different. This can be caused by the screen color settings of your device, or how the colors appear overall on your phone or monitor.

If there is a major difference between the proof and the artwork you've received, please contact our friendly support team at support@welhamandco.com.

We provide unlimited revisions based on your chosen portrait style (eg. Watercolor). An additional 'upgrade' fee will apply if you request your portrait to be illustrated in more than one style (eg. purchased a portrait in our Watercolor style but would like to see an option in Oil).

Please contact support@welhamandco.com and our team will be happy to organize your artwork style upgrade.

Your proof is a preview of your custom artwork that you'll receive in 3 days or less after placing your order. You can request unlimited revisions until you are 100% happy - We will work with you on making your artwork perfect before we print and ship it.

Please note that all orders are sent to our print team straight away after we receive your approval, so make sure to check carefully before approving your proof.

Yes! With our 'Choose to preview your artwork' feature, you can now view a preview of your custom portrait before payment. Just select the 'See it, love it, then pay!' option when placing your order - it's as simple as that!

We'll start working on your order right away and send you the artwork proof for your approval within 3 days. We want to make sure you're 100% happy, which is why you don't pay until you approve your artwork.

You will receive your artwork proof for approval in 3 days or less after your order is placed. You can request unlimited revisions until you're 100% satisfied.

Need it sooner? Purchase the ‘Skip the Queue’ add-on with your order and we’ll move your artwork to the front of the line!

Want to be first in line? Select the 'Skip the Queue' add-on with your order to speed up the artwork creation and move your order to the front of the queue for our artists to begin working on.

Note: The 'Skip the Queue' add-on does not increase your order's shipping time.

Haven't received your proof? You may need to check your spam folder. To avoid spam filters, add support@welhamandco.com to your contacts to ensure delivery to your inbox.

Please also make sure you entered the correct email address when your order was placed.

If you're still unable find your artwork proof, please email us (support@welhamandco.com) and our customer service team will help out right away.

You will receive your artwork proof to approve or request changes within 3 days after placing your order. If we do not hear back from you within 24 hours of the proof email being sent, you will receive a follow-up email. If we do not hear back from you within 72 hours of the follow-up email, we will automatically send your portrait out for printing and shipping as-is. 

Note: Please make sure to add support@welhamandco.com to your email contacts to ensure delivery to your inbox. Although rare, our email address may end up in your spam or junk folder.

All orders are automatically sent out for printing and shipping once the artwork proof has been approved. We cannot guarantee we'll be able to make further changes after you approve the proof, so please make sure you're 100% happy with your artwork!

Please email us at support@welhamandco.com immediately if you'd like something changed, and we may be able to hold your order before it is printed. However, this is not guaranteed.

Yes! The artwork you receive will always match the proof you approved.

Note: We always do our best to ensure the colors of your custom portrait match the artwork proof. However, depending on your device, these colors may appear slightly different. This can be caused by the screen color settings of your device, or how the colors appear overall on your phone or monitor.

Yes! If you'd like us to create your portrait from multiple photos, simply upload all of your images and select the 'Combine Photos' add-on when placing your order.

If you have any notes for the artist, please add them when you upload your photos. We'll combine all photos digitally into one image and send to you for approval.

Once you approve the final combined photo, we'll pass it on to our design team to create your custom portrait.

Yes! If you’d like to add angel wings to your loved one, select the 'Add Angel Wings' add-on when placing your order.

Our talented artists will carefully design a pair of angel wings around your lost loved one and send to you for approval. If you have any notes for the artist, please add them when you upload your photos.

Once you approve the final combined photo, we'll pass it on to our design team to create your memorial portrait.

Yes! If you’d like to add your family to your house portrait, select the 'Add Family' add-on when placing your order.

Make sure to upload at least one photo of each person you'd like us to include in your house portrait.

If you have any notes for the artist, please add them when you upload your photos. We'll combine your family photo(s) and house photo digitally into one image and send to you for approval.

Once you approve the final combined photo, we'll pass it on to our design team to create your house portrait.

You can! If you’d like to add your pet to your custom portrait, select the 'Add Pet' add-on when placing your order.

Make sure to upload at least one photo of your pet so we can add them to your portrait. If you have any notes for the artist, please add them when you upload your photos.

You can combine up to 10 different photos. If you'd like us to combine more than 10 photos, you will need to purchase another 'Combine Photos' add-on.

Yes! We'll combine all of your photos digitally into one image and send to you for approval. You can request unlimited revisions until you're 100% satisfied.

Once you approve the final combined photo, we'll pass it on to our design team to create your custom portrait.

If you purchased the 'Combine Photos' add-on, we'll send you a preview of the combined photo first - this is not the final artwork. We want to make sure you're happy with the layout before your artwork is created.

Once you approve the combined photo, we'll proceed to create your custom artwork and send a separate proof for your approval.

Have a discount code? To use a discount code, go to the checkout and enter the code on the first page - make sure to click 'Apply'! This is applied before payment so you can see how much you've saved.

Please note: Only one discount code can be used for each order. Please make sure to check our emails carefully for discount code terms and conditions.

Yes! You can spread the word with a $20 discount link for your friends & family, and earn $20 for every purchase they make.

Click here to refer a friend!

Our Rewards Program allows you to earn Paint Points from different actions such as signing up, placing an order or following us on social media. Turn your Paint Points into awesome rewards such as free shipping & order discounts!

Click here to start earning Paint Points!

We want to make sure you're 100% happy with your artwork before it's sent out for printing! If you're not satisfied with your proof, you can request changes by adding comments for our design team.

However, if your portrait is still not what you envisioned, we will refund your order in full. It’s really that simple. Please let our friendly customer support team know, and we’ll give you your money back.

View our full Money-Back Guarantee here.

We want to make sure you're happy with your custom portrait! If you're not 100% satisfied with the final product, contact us at support@welhamandco.com and attach a photo of the portrait you received. We will work with you on making things right.

Yes! We are extremely confident that you will love your Welham & Co portrait. That’s why we offer a 100% Money-Back Guarantee.

If you are unhappy with your artwork after a proof is sent to you, we will work with you, providing unlimited revisions, until you are 100% satisfied with your artwork. However, if your portrait is still not what you envisioned, we will refund your order in full. It’s really that simple.

View our full Refund Policy here.

Due to the highly personalized nature of our products, we don't offer returns and exchanges. Each artwork is created specifically for you and your home. 

However, if there's something wrong with your order, please let us know by contacting us at support@welhamandco.com and attach a photo of the portrait you received. We will work with you on making things right.

View our full Refund Policy here.  

Changed your mind? If you’d like to cancel your order, please contact us immediately at support@welhamandco.com and we will process your refund, in line with our 100% Money-Back Guarantee.

Please note: If you’ve approved your artwork and it has already been shipped out, we are unable to cancel your order.

Missing something from your order? Digital download file never arrived? Need help tracking something down? Please email us (support@welhamandco.com) and our customer service team will help you sort anything out right away.

While it's rare, sometimes your custom portrait may get damaged in shipment. Please contact us within 48 hours of receiving your order at support@welhamandco.com with photos of wrong/damaged items (showing the entire portrait) and we will work fast to arrange a replacement.