REFUND + STORE POLICY

Due to the custom nature of the products produced at Just Digital Illustrations, refunds are not available for a change of mind. This is because each artwork is designed custom for you and illustrating/personalising is begun immediately.

Change of mind includes any reason other than where an item is deemed to have a major fault or is damaged. Change of mind includes instances where you don't like the original image chosen, you don't like the final illustration* or the print size is inappropriate.

* If you are unhappy with your final product, please reach out as customer satisfaction is our priority. We will do our utmost best to ensure you are happy with the final illustration.

REFUNDS WILL ONLY BE ACCEPTED IF:

• A product is received faulty (images of damage must be sent via email for review)
• A product is received with incorrect spelling or components (E.g. frame colour or size incorrect) as per the fault of Just Digital Illustrations

You must submit your return request within 14 days of receiving your order.

INCORRECT PERSONALISATION

We understand that mistakes do happen! That is why if in the event that you do make one, Just Digital Illustrations will gladly email you a high resolution digital copy of your portrait/print with the mistake(s) corrected, and at no extra charge to you. You are then able to print out your portrait/print from the digital file provided.
If this has occurred, please email us as soon as possible.
Please note, that if this occurs and you want a physical print of the portrait, you will incur and have to cover replacement and shipping costs.

If in the event we make an error from what was presented on the order, we will cover all costs including shipping for the replacement of the print, with the mistake corrected, in the same size as per the original order. Please note, for orders of framed portraits/prints we will not re-ship you another frame, just the corrected re-print to fill your original purchased frame.

An order has only been officially placed once payment has been made and an image has been provided. It is at this point at which the estimated turn around time begins.

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.

The turnaround times presented are merely a guideline, although we do our utmost best to adhere to them, there are some rare instances where they may vary due to uncontrollable circumstances. In these instances, we will be in contact over email with you and will remain in contact with updates on your order.

NEED IT ASAP?

If you require a digital portrait faster than the turnaround timeframe, please select the 'Fast Track' option to ensure you receieve your digital files in as little as 3 days. If you require a physical product sooner, please ensure you select the 'Express Shipping' option at checkout.

AMENDMENTS

When requesting amendments, this may add additional time to the original time frame if the requests are not deemed as ‘minimal’. The size of the amendment will determine time of completion, however, Just Digital Illustrations will do our utmost best to do so within a timely manner.

lllustrations are completed exactly as to the photo which has been provided (true to image). To ensure the best illustration, please view our image guide.

If an image has been provided which does not adhere to our guidelines, we hold the right to refuse the placement of the order and may suggest alternative images. If the opportunity to place the order has been granted in these circumstances, a warning may be provided and it is up to the customer’s discretion whether they wish to proceed with the portrait.

Just Digital Illustrations is not to be held responsible if the quality of the image is compromised as a result of poor image quality.

Additional notes for illustrations are able to be provided and we will do our utmost best to complete these for you. However, these cannot be guaranteed. We will liaise with you if we believe that such requests are not achievable or cannot be achieved to a reasonable standard.

The turnaround times presented are merely a guideline, although we do our utmost best to adhere to them, there are some rare instances where they may vary due to uncontrollable circumstances.

When requesting a(n) amendment(s), this may add additional time to the original time frame if the requests are not deemed as ‘minimal’. The size of the amendment will determine time of completion, however, Just Digital Illustrations will do our utmost best to do so within a timely manner.

It is up to Just Digital Illustration’s discretion as to the size of a requested amendment and whether this falls within the “What’s Included” or if it does not and may incur further charges.

Once an illustration has been approved of, any amendments that have not been used are forfeited for that portrait. It is up to our discretion whether or not further charges will apply for any amendments requested by the customer after illustration has been approved of.

When selecting the “Skip the Line” feature, this allows you to be prioritised over other portraits to reduce the turnaround time and have the final portrait to you sooner. We highly recommend this feature if you are requiring your portrait within a short time frame and during peak periods. This can cut the turnaround time down to 3-4 days. If you require it even sooner, please contact us directly prior to placing your order request so that we can liaise with you and do our best to get your portrait to you as soon as possible!

When a draft is presented to you via email, you will have 24 hours to respond to our email detailing whether or not you wish to use your 3 minimal amendments. Please note that if you exceed the 3 requests, this may incur additional charges as well as increase turn around time due to the completion of the amendments and the need for further liaising. If we do not hear from you within the 24 hour period from the point of when the email has been received, we will assume that you are happy with your portrait and we will proceed to emailing you the finals.

DISCLAIMER: At times the style of frames which we provide may vary due to our suppliers, we have ensured that regardless of this occurring, the quality of our frames remain the same and the materials are as described irregardless on our site.