Ordering and artwork
How does the custom portrait process work?
Upload your chosen photograph when ordering. We prepare an artwork proof and send it to you for review. You can approve it or request changes. Production starts immediately after approval.
How many revisions can I request?
There is no fixed limit on reasonable artwork revision rounds. We want you to approve the portrait before production begins.
Can I cancel my order?
You may cancel only before the first artwork proof is delivered. Once the proof has been delivered, the custom order cannot be cancelled or refunded except where required by law.
How will I review my proof?
We will send instructions for viewing the proof. You can approve it or request changes through the proof-review process.
Production and shipping
How long does production take?
Production normally takes 14–20 business days after artwork approval.
How long does delivery take?
Delivery normally takes an additional 5–7 business days after dispatch. The combined estimate after approval is approximately 19–27 business days.
Where do you ship?
We currently ship only to the United States.
How much is shipping?
Standard US shipping is free and includes tracking. Lume Portraits pays import duties for the standard shipment.
Returns and order issues
Can I return or refund a custom order?
Custom products are non-returnable and non-refundable after the first proof is delivered. Legal exceptions and remedies for eligible damaged, defective, incorrect, lost, delayed, or unfulfilled orders still apply.
What if my order is damaged, defective, incorrect, or lost?
Email info@lume-portraits.com with your order number. For damage, defects, or an incorrect item, include clear photographs. Eligible orders will be replaced at no charge.
Will you use my photograph in advertising?
No. Uploaded photographs and personalized artwork are used to create and support your order. We will not use them for advertising or promotion without your separate permission.