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When you place your order with us, the names and the photos that you upload will be sent to our art team to be illustrated. (Uncropped, well-lit, high-quality photos with clearly visible features result in a better Frame design)

Once your artwork is finished,
we will email you the results, to be either accepted or rejected
by you.

Please be sure to give us the correct email address you want your proofing sent to.

If you accept the design, we will send it to our manufacturer to be processed.

If you reject the design, tell us how we can make it better for you until it is perfect!

(If your portrait isn't confirmed after 3 days, it will be processed automatically.)

Showcase your unique charm with a custom glowing portrait from Eternal Frames. Our portraits are individually hand-crafted by skilled artists who dedicate their time and expertise to capturing you and your significant others'
distinctive character traits.

We are committed to ensuring your complete satisfaction.

That's why we offer free previews and edits until you are happy with the design of your portrait.

(Uncropped, well-lit, high-quality photos with clearly visible features result in a better Eternal Frame)

You'll be directly communicating with your personal artist who will be in charge of designing and managing the outcome of your portrait's design.

Our portraits deliver a professional, gallery-style finish to ensure that every detail shines bright and is captured with remarkable clarity and precision.

We are confident that you will love your portrait, but if you have
any issues within 30 days, do not worry.

Please reach out to us and we will either exchange, or refund
you for your order.

Welcome to our custom portrait transformation policy! Our goal is to provide you with a magical, customized portrait in a timely manner. Please read our policy carefully to understand our process and your responsibilities as a valued customer.

1. Mockup Approval Process
-Once you place your order and upload your image, our
artists begin transforming it into a Disney Pixar-style portrait. Within 72 hours, but usually within 48 hours, you will receive an email containing mockups for review.

-You must respond to this email to approve the mockup or to indicate any changes you would like.

-If no response is received within 7 days of the email being sent, we will proceed with selecting the mockup that we believe best resembles you, and we will ship the order to you. This ensures that you receive your product without undue
delay.

-Because we dedicate time and resources to your custom transformation, including paying our artists and
representatives to reach out to you, we cannot accept
refunds for those who do not respond. Regardless of
response, these individuals invested their time and effort into working on your transformation.

-We want to ensure you receive your order promptly and that our business remains compliant with policies regarding product delivery. Holding a product indefinitely without customer response may lead to issues for both parties, so timely responses are necessary.

-Be proactive in checking your email (including spam and junk folders) and ensure that you respond within the given timeframe to avoid any dissatisfaction with your final product.

3. Broken Frame Policy
-If your frame arrives broken or damaged, you are eligible for a refund. To initiate the refund process, you must provide detailed photos of the damaged product.
-We will assess these photos to ensure that the damage was due to manufacturing or handling during shipping and not caused by the customer. Refunds will be issued once the damage is confirmed as a manufacturer or shipping error.

4. Refund Policy for Responding Customers
-Customers who respond to the mockup email and
participate in the review process are eligible for a refund if the final product does not meet expectations, provided that all revisions have been exhausted. Because they completed the revisions process, the responsibility is on us if they are not happy with the final product they received.
-Refund eligibility includes instances where the portrait
does not match the customer's expectations after the revision process has been completed.
-To qualify for a refund, please contact us with a detailed explanation of your issatisfaction. Additionally, if your frame arrives damaged, you are also eligible for a refund following the same photo verification process described above.

5. Reminder Emails and Communication
-In addition to the original mockup email, we send
automatic reminder emails 72 and 96 hours after the order has been placed. This email will prompt you to check your spam or junk folder if you haven't received the initial mockup email.
-If you still do not see the email, please contact us
immediately via our store email so that we can ensure
prompt communication.