Creating your portrait:
Once the 24-hour cancellation period has passed, your portrait will enter our drawing queue and we’ll begin creating your artwork.
As every portrait is hand-drawn individually, your first proof will usually be emailed to you within 7–14 working days. This timeframe begins after the 24-hour cancellation period and refers to the creation of your first proof, rather than delivery of the finished print.
During particularly busy periods, creating your portrait may take a little longer. As this depends on our current order schedule, we cannot always provide a set extended timeframe. If we expect a significant delay, we’ll keep you updated.
Proofs and revisions:
Once your drawing is ready, we’ll email you a proof to review before anything is printed, and you may request minor revisions.
Minor revisions can include:
- Small colour or detail adjustments
- Correcting a name or spelling
- Removing or adjusting a small feature
- Minor background changes
Minor revisions do not include:
- Replacing the original reference photograph
- Adding or removing a person or pet
- Changing the chosen portrait style
- Requesting a new pose, layout or complete redraw
Major changes may still be possible, but an additional cost may apply. We’ll always confirm this with you before carrying out any further work.
Once you have approved your final proof, your approval is treated as final and no further artwork changes can be made.
Printing and dispatch
Your portrait will only be printed once you have approved your final proof. It will then be printed, carefully packed and prepared for dispatch.
When your order is fulfilled, your Royal Mail tracking information will be added to your order. You’ll receive a dispatch email containing the tracking details, and they will also appear in your customer account if you created one when ordering.
Royal Mail delivery estimates begin from the date of dispatch, rather than the date your order was placed.
International orders
International delivery is available on a case-by-case basis. Please email orders@pentoportrait.com before ordering so we can confirm whether we can deliver to your destination and provide a shipping quote.
International orders may be subject to customs duties, import taxes or carrier handling fees. Unless we confirm otherwise in writing, these charges are not included in your order or delivery price and must be paid by the recipient. Customs processing may also affect the estimated delivery time.
