Refund policy

Every Portrait Throw is made to order from a portrait you approve, so our policy is built around that proof.

Before you approve your proof

You can cancel any time before you approve your portrait proof, for any reason, and we'll refund you in full. Just reply to your proof email or contact us with your order number.

If the portrait isn't right, tell us what to change and we'll revise it at no extra cost. You don't have to approve a proof you're not happy with.

After you approve

Once you approve your proof, your throw goes into production, made just for you. Because of that, we can't cancel the order or accept returns for a change of mind after approval.

Damaged, defective or wrong items

If your throw arrives damaged, has a weaving defect, or doesn't match the proof you approved, email us within 30 days of delivery with your order number and a few clear photos showing the problem. We'll replace it at no cost. If a replacement isn't possible, we'll refund you in full.

Woven pictures are made from a set of yarn colors, so they're softer than a screen. Small differences in color and fine detail compared with your on-screen proof, and small variations in size and fringe, are normal for woven textiles and aren't defects.

Lost parcels

If tracking shows your order hasn't arrived within 30 days of shipping, contact us and we'll work with the carrier and send a replacement if it's lost. Please check the shipping address at checkout carefully: we can't cover parcels sent to an incorrect address that was entered at checkout.

How refunds are paid

Approved refunds go back to your original payment method. We process them within 5 business days; your bank or card issuer may take a few more days to show it.

Contact

Questions about an order? Contact us and include your order number.