Questions, answered

It is a physical artwork, not a print. An artist hand draws your photograph as a design of solid shapes and open space, then that drawing is laser cut from a sheet of high grade steel. The steel is powder coated and mounted proud of a wooden backboard, so the piece casts real shadows and changes as the light moves. A metal print is different: it is a photograph printed flat onto an aluminium panel.

The steel is 0.059 inches (1.5 mm) high grade steel, finished with a top tier weather resistant powder coating. It is mounted on a 0.23 inch (6 mm) MDF backboard, available in walnut or black matte.

Your artist sends a digital proof within 1 to 3 days of ordering, and nothing is cut until you approve it. Revisions are unlimited and free. Once you approve, the piece leaves our warehouse in 5 to 15 business days. Express tracked shipping then takes 2 to 6 business days and economy tracked takes 7 to 15. Allow roughly 2 to 5 weeks in total, so order at least four weeks before the date you need it.

Yes, a phone photo is usually fine. What matters is a clear subject and even light: faces in focus, no heavy shadow across them, and nothing important cropped off. Higher resolution gives the artist more to work with, but we can work from older or lower quality images too. If your photo will not carry the detail, we will tell you before we start rather than after.

Always. We email a digital proof within 1 to 3 days showing exactly how your piece will be cut. Ask for as many changes as you like at no cost. Nothing goes on the cutting table until you say yes, and you can cancel for a full refund at any point before you approve.

Custom portraits come in 8x10, 12x16, 16x20 and 18x24 inches. Measure the wall rather than the artwork: a piece generally wants about two thirds of the width it hangs on. Larger sizes also hold more people comfortably, so if your photo has several subjects, size up. The orientation, landscape or portrait, follows the image you upload.

One screw. The screw and magnetic spacers are in the box, and the spacers lift the piece off the wall for the floating 3D look. Wall plugs are not included, so use ones that suit your wall.

The steel carries a weather resistant powder coat, but a custom portrait is an indoor piece: its backboard is MDF, which is not built for rain. Keep portraits inside, or somewhere fully covered. Our metal signs are cut from steel with no backboard and are the outdoor product.

Dust it with a dry, soft cloth. For marks, use a barely damp cloth and dry it straight after. Avoid abrasive pads and solvent cleaners, which will dull the powder coating.

We ship across the USA, Canada, Australia and the UK, and every method is fully trackable. Shipping is free on orders over $150. Express tracked delivery takes 2 to 6 business days and economy tracked takes 7 to 15, after the 5 to 15 business days it takes to make your piece.

Nothing is cut until you approve your design. We send you a digital proof first, and you can ask for as many revisions as you like at no cost. If you decide not to go ahead at any point before you approve, you get a full refund and there is no fee. After you approve, you are still covered by the satisfaction, damage and lost artwork cover below.

If the Artwork is lost by the courier shipping agent, we will send you a new artwork at absolutely no charge to you. Contact us 5-25 days after delivery approval for assistance regarding the lost painting.

If your artwork arrives damaged, contact our customer support within 30 days of delivery. We will craft and ship a replacement free of charge. Photos of the damage and of the packaging help us sort it out quickly.

If the proof does not capture what you had in mind, we keep working on it. Revisions are unlimited and free. If it still is not right after those revisions, reach out to our customer support and we will refund you in full. There is no artist fee.

Our goal is 100% satisfaction. If the piece arrives and it is not right for you, return it unused and undisplayed within 60 days of delivery for a full refund. Returns are free. Get in touch with our customer support and we will send you a return address.

Digital download files cannot be refunded once they have been sent to you, regardless of whether you return the physical portrait.

The Skip The Line service may not be refundable once it has been provided to you, in line with our policy.

Express Shipping costs may not be refunded once the service has been provided to you, in line with our policy.

Yes. If you cancel within 24 hours of placing the order we will cancel it outright. After 24 hours cancellations are accepted at our discretion, and there is no cancellation fee. Once a piece has been cut we can no longer cancel it, but the satisfaction, damage and lost artwork cover above still applies.