Personalised order policy

Last updated: 18 September 2026

Your order is made especially for you. Please read this before payment so you know when details, previews, revisions and delivery happen.

Payment and personalisation

You choose the product and pay first. After payment, use the private link shown on screen and sent to your checkout email to add names, photos and other details. We do not begin the illustration until the required details are complete. An incomplete order remains paused; contact us if you need a new link.

Preview and revision

You receive a design preview before printing. One small revision is included, such as a minor adjustment to hair, facial details, clothing or one small object. A new pose, scene, concept or full redraw is not included and may require a new quote.

Approval and production

Production begins after you approve the preview. Changes may not be possible after approval. The estimate shown in My Orders begins after the artwork or product mockup is approved and is an estimate rather than a guaranteed delivery date.

Cancellations, refunds and problems

Contact us as soon as possible if you need to cancel. If illustration work has not begun, we can normally cancel and refund the order. Once personalised work has begun, change-of-mind cancellations and returns usually cannot be accepted. This does not limit your rights if the item arrives damaged, defective or different from the approved design—contact us with photos so we can help.

Hong Kong delivery

Hong Kong mug orders are sent by SF Express freight collect. Shipping is not included in the online total. The recipient pays SF Express directly at delivery or collection, including any import or handling charge requested by the carrier. Please provide a complete building, floor and unit address plus a valid Hong Kong phone number.

Identical-mug offers

Quantity savings apply only to mugs using the same design in one bag item. A different design begins at its normal full price. Story Prints are priced separately.

Questions? Email reneengarts@gmail.com.