Frequently asked questions
How long will I have to wait to receive my book?
Typical turnaround time for our books is 7-10 business days.
This will depend on the level of detail you require. For more information on the various options we offer, please see our bespoke design options under the 'SHOP' menu.
Are your portraits drawn by a real person?
Yes. A professional illustrator will personalise each book, one at a time. We are proud to be able to achieve incredible results for our customers at quick speed.
I would like to receive a book urgently. Do you offer an express service?
If you would like to receive your order urgently, please contact us prior to placing your order. It may be possible to arrange a faster turn around but we need to be aware of this beforehand. An additional fee may be required to fast-track your order and you will be informed of any additional costs.
Do you deliver internationally and how much do you charge for delivery?
We deliver worldwide.
Please see below for delivery charges and times to various destinations.
Processing time prior to dispatch is the same for all destinations.
Processing time - 5 working days (for all destinations)
Postage and packaging (P&P) cost - £11.99 per order*
Delivery times may take longer during holiday seasons at each destination.
We advise to allow more time than usual when placing an order during holiday seasons.
Postal times (in addition to processing time):
Europe - 7- 10 working days
USA - 10 - 14 working days
UAE - 10 - 14 working days
Australia & New Zealand - 10 - 14 working days
Rest of the World - 10 - 21 working days
*We love to encourage orders from our International customers and have set a flat-rate for all destinations. Please note that though we do our best to remain at this fixed rate, we may occasionally need to make adjustments on some orders. If higher than usual costs need to be taken into account such as additional customs fees or weight limits, we will notify you of this prior to processing your order.
How much do you charge to deliver within the UK?
All UK deliveries with us are free when spending over £30.
The cost for delivery below this amount is £1.99
Our charge for UK next day guaranteed delivery is £7.99.
If you would like to receive your order via next day delivery, you will need to be present at your address in order to sign for the parcel. We would usually request an additional charge if you wish to upgrade to this delivery service.
Please note that a next day delivery does not change the processing time and a minimum of 3-5 days is still required for illustration and printing.
I haven't received my order. Do you have a tracking number?
We do not provide tracking numbers as standard because it allows us to keep P&P costs affordable for our customers. Our postal service is Royal mail first class post (untracked). You can however upgrade to a paid tracked service when placing your order.
If your order is late, you are welcome to contact us by emailing firstname.lastname@example.org. In the current climate, we would recommend allowing up to 4 days from your expected delivery date before chasing your order. We have noticed a delay to the postal service and this may affect your area.
Do I need to be present to receive my delivery?
Our standard parcel size for our books is categorised as a 'large letter' and will fit through standard UK letter boxes. Unless a parcel contains more than 2 books, it is expected that your parcel will be delivered throufgh your letter box along with your standard mail.
I would like a bespoke book. How much will this cost?
We have created an easy to understand price structure for our bespoke books.
These are split into three prices:
1. £59.95 for part bespoke (3 pages)
2. £89.95 for 6 pages
3. £119.95 for 100% bespoke
Please use our 'bespoke order form', under the 'SHOP' menu to place your order.
What is the maximum number of people you can illustrate in one book?
We can comfortably accommodate up to two people in our two character books. Select '2 character books' in the shop's search filter to browse these books.
We currently don't have a straightforward order process for this and would need to look into your individual requirements in order to provide you with a tailored quote.
Such a bespoke creation is not a service we would be able to offer in the (Oct-Nov-Dec) run-up to Christmas, but please do contact us and our illustrator will be able to advise you in more detail.
Will I see a preview of my personalised book before it goes to print?
We will always endeavour to send you a proof to review and confirm that all is okay.
Once you have approved a design, it will be sent to print.
Once printed, all personalised items are non-refundable unless faulty.
Following a proof being sent to you for approval, we will pause your order for 24 hours to allow you time to confirm that you are happy for us to proceed. If any amendments need to be made, we will follow this up following your feedback.
If we do not hear from you after 24 hours, to avoid delay to your delivery, this will be taken as confirmation that we can proceed to print.
We advise that you are on stand-by to review your proof and double-check that you are happy with it. It will arrive through the e-mail address you provided when placing your order.
Please note that during our busiest periods, previews may not always be possible unless we have reason to double-check information with you. However, please do let us know and we will put your book on hold before submitting it to our printers.
What kind of photo do you need in order to personalise the book?
You will be asked to upload a clear photo for illustration. You are also welcome to email your photo to us at email@example.com. Please mention your order number so that we can link the photo to your order.
In most cases, 1 photo of each person is enough; however, some products require two or more photos. If more photos are required, we will contact you.