FAQ's
SHIPPING + DELIVERY
Where is my order?
If you would like to see the status of your order, please click HERE.
How long is your turnaround time?
Turnaround times are calculated from the day at which the order has been placed.
Typically, for a printed or framed portrait with FREE STANDARD DELIVERY allow for up to 13 to 15 business days. For digital files, please allow for up to 5 - 7 business days for completion.
Need it quicker? We suggest adding our Fast Track option and/or Express Shipping at checkout for physical prints.
For turnaround and delivery times, please click HERE.
Can I order a gift for someone and have it delivered straight to them?
Yes you can!
We do not include any invoicing, packing slips or pricing so you can send your gift straight to your loved ones!
What are your shipping costs?
AUSTRALIA
We offer Australia-wide FREE STANDARD SHIPPING with the option to upgrade to EXPRESS SHIPPING for an additional $10 at the checkout.
INTERNATIONAL
International shipping may vary dependent to your location, please refer to the checkout shipping page for specific costs. Please note, that depending on where you reside, additional import duties or VAT may apply once your package arrives in your country, these are in addition to the costs of shipping and your product.
To calculate the estimated additional costs, you can visit the following site:
https://vatcalconline.com
Do you ship worldwide?
Yes, we do!
At the moment we only offer Small Framed Prints, Unframed Fine Art Prints and Just Digital copies of your illustrations. This allows you to display your portrait in any frame that you would like.
We are working on offering our entire range to our international customers and we appreciate your patience!
Can I return my item or get a refund?
Unfortunately, due the personalised nature of the products we are unable to provide a refund on the basis of change of mind. We only offer partial refunds for items which have arrived damaged or incorrect as per the original order
(E.g. mispelt upon our fault or wrong frame colour).
For more information regarding our refund policy, please click HERE.
ILLUSTRATION
Can you combine multiple photos?
PET PORTRAITS
Yes! We are able to combine multiple images into one for our pet portraits, they will simply be placed side-by side with one another. Please try keep the angles of the pets similar so that perspective isn't distorted in the final combined portrait.
PEOPLE PORTRAITS
Yes, we are able to combine multiple photos for only HALF BODY portraits. However, this is highly dependant on the photos that you provide. We suggest that you contact us via email to discuss further and to ensure all images provided are up to the standard to ensure you receive the best illustration possible.
hello@justdigitalillustrations.com.au
We also highly encourage for portraits created using multiple images that you purchase the add on, Preview Before Receiving within the same cart.
How are the illustrations created?
All illustrations are digitally hand drawn via stylus and tablet,
by Just Digital Illustrations.
Can you help me choose a photo?
Of course! If you are having trouble selecting your desired photo or just need a second professional opinion, please feel free to reach out to us via email and we will be happy to help!
hello@justdigitalillustrations.com.au
I no longer like the image I chose - Can I change it?
To ensure you get your portrait as soon as possible, we get started on it straight away! If you wish to change your image, please write to us via email of your request. You may incur a redesign fee dependant on the status of your portrait. Please note, we cannot guarantee the approval of changing your image.
hello@justdigitalillustrations.com.au
What makes a good photo?
If you would like some more guidance as to what makes a good photo for a great illustration, please click HERE.
Alternatively, feel free to email us for further assistance.
hello@justdigitalillustrations.com.au
What if some subjects in the photo are half body and others are full body?
If subjects are mixed formats (half body/full body) in an image, please select 'Full Body' to ensure you are not subject to charges later on.
Just Digital Illustrations has the right to refuse beginning illustrating your portrait until the correct payment has been processed to satisfy the format present in the reference photos. In these instances, we will be in contact via email.
Can I choose the orientation of the portrait?
Yes, you are able to choose the orientation (landscape or portrait) if you have a preference to fit a desired display. Please state this in the 'Additional Notes' section when placing your order.
If this is not specified, this is left up to our recommendation as to what will fit the frame the best and occupy the most space.
Please note that some orientations of certain portraits may create significant white space/background and the details of the portrait may get lost. If you are unsure - leave it up to us!
What if the photo I want to get illustrated doesn't fit into one of your categories?
If your desired portrait doesn't fit into one of our categories (i.e. a dog sitting in front of a car) please feel free to email us for a quote!
Please have the email subject labelled as 'Custom Order' and we will get back to you as soon as we can with further information regarding your request.
hello@justdigitalillustrations.com.au
Can I review the illustration before printing?
You definietly can! If you wish to have the oppurtunity to view a draft of your illustration prior to being sent the final or it being printed, please add
Preview Before Receiving to your cart.
This will also allow you to make up to 3 minimal amendments to your portrait before receiving the final to ensure you are happy with it - we highly encourage this add on!
I didn't select the option to be sent a Preview Before Receiving and I have received my order and I am not happy with it - what do I do?
If you have not purchased Preview Before Receiving in the same cart that the portrait was purchased on, unfortunately, we are unable to resolve this issue for you. If you are wary of receiving artwork that you may be unhappy with we highly recommend ordering a proof.
Any purchases of a Preview Before Receiving not accompanied by a portrait within the same order, will be refunded and the perks of the add on will be forfeited.
Can you add or remove accessories?
Yes, we are able to add simple additions such as a pet collar and tag with a name on it or the removal of jewellery. For more complex requests, please email us to check on whether or not we are able to accommodate as this cannot always be guaranteed.
FRAMES + PRINTING
What frame sizes do you offer?
For our wooden frames, we offer three different sizes in three different colours. In our brushed metal frames we only offer the one size.
WOODEN FRAMES:
Small
15 cm x 20 cm / 6" x 8"
Medium
Frame Exterior - 28 cm x 23 cm
With Mat Insert - 13 cm x 16 cm / 5" x 7"
Without Mat Insert - 20 cm x 25 cm
Large
Frame Exterior - 45 cm x 32 cm
With Mat Insert - 21 cm x 29.7 cm (A4)
Without Mat insert - 29.7 cm x 42 cm (A3)
METAL FRAMES:
Large (Only)
With Mat Insert - 21 cm x 29.7 (A4)
Without Mat Insert - 29.7 cm x 42 cm (A3)
What size frame do you recommend?
To display on a bedside table, desk or small shelf, we recommend either a small or medium frame.
For a wall mounted portrait/print any one of the three sizes will look great. However, large frames tend to display best in more open areas and allow for details to be seen even from afar.
Why can't I get certain portraits in certain sized prints/frames?
Due to the number of subjects in the portrait, we do not recommend them being printed in certain sized frames as they would be too cramped, the clarity of the illustration will be compromised or key details can be lost.
What are your frames made of?
Our wooden frames are made out of sturdy 3 - 4 cm thick wood and our brushed metal frames are made out of solid aluminium. Both styles are fitted with a museum grade glass front to protect your prints from dust, UV rays and scratches. For more information about the quality of our frames please see HERE.
What type of paper do you print on?
Our portraits and prints are printed on thick 240gsm art stock high gloss paper, with commercial grade inks . This allows for the colours to remain vibrant and ensure the longevity of your print.
ADD ONS + SERVICES
Fast Track
Need your order ASAP?
Add Fast Track to your cart to become our priority for illustrating and reduce the time it takes to receive your order!
Digital Files - 3 days
Physical - Shipped within 4 days
Please note that for physical portraits this does not change the time for shipping and delivery. If you wish to reduce this, please select Express Shipping at checkout.
Preview Before Receiving
This add on allows for you to have the oppurtunity to view your portrait/print before receiving it, along with the oppurtunity to make up to 3 minimal amendments to ensure you are happy with your final!
Any amendments that are not deemed as 'minimal' (Just Digital Illustration's discretion) or exceed the 3 limit, may increase the delivery time of your portrait and may incur further costs.
+ Digital Files
Receive a high resolution (300 dpi) PDF and PNG file of your portrait to share with friends, create additional prints, use for your own creative desires or use as a phone background.
Illustrate Background
All of our portraits are created with a standard white background or with a single solid background colour (upon request in 'Additional Notes') and a drop shadow of the subjects. Add this feature to cart if you wish to have the background of the original reference photo illustrated.
Personalised Gift Message
We do not include packing slips, invoices or prices with our products, so you are able to send your portraits/prints directly to your loved ones. Why not add in a personalised heartfelt message for your loved one to show them how much you care!
Re-Print Service
Our Re-Print service allows those who have already purchased a portrait or print from us previously or wish to have multiple copies printed/framed to distribute to their loved ones.
Simply select your desired print type (Fine Art Print - Unframed/ Framed) and state your original order number in the 'Additional Notes' section and we will organise the rest!