Refund policy

Personalised portraits

Our portraits are made to your photographs and agreed specifications. Personalised goods are generally excluded from the UK change-of-mind cancellation right. We do not offer change-of-mind returns or exchanges for a correctly supplied personalised portrait. This does not affect your rights if an item is faulty, damaged, not as described or otherwise fails to meet applicable consumer law.

Changes and cancellation requests

Email service@stillkinstudio.com as soon as possible, including your order number. We will check the stage of your order and explain the available options. Changes may not be possible once production or dispatch has begun. Any proposed additional cost or revised timing will be explained for your agreement before we carry out a change. This process does not restrict any cancellation or refund right provided by law.

Faults, damage or an incorrect item

Please tell us what has happened and provide your order number. Clear photographs of the artwork, parcel and packaging are helpful where available. Please keep the packaging while we investigate. We will arrange an appropriate remedy, including repair, replacement or refund where required by applicable law. We do not impose a short reporting deadline that removes your statutory rights.

Sending an item back

Contact us first for the correct return address and instructions; our registered office is not automatically the return location. Where a return is required because an item is faulty, damaged or incorrectly supplied, we will arrange or cover reasonable return costs as required by law. Do not pay for international return shipping before discussing the arrangements with us.

Refunds

Any refund due will be processed to the original payment method unless another method is expressly agreed, within the applicable legal timeframe. We will confirm the amount and processing status. Your payment provider may take additional time to display the credit. We will not substitute store credit for a legally required refund without your agreement.

Contact

STILLKIN customer care: service@stillkinstudio.com. Nothing in this policy excludes or limits your mandatory consumer rights.