Refund & Revisions Policy

Last Updated: May 4th 2025

Every portrait at Once Upon a Wall is hand-touched and made just for you. Because each portrait is personalized and one-of-a-kind, we cannot accept returns once your portrait has been created. That said, we stand behind every portrait we make. If something isn't right, we'll make it right.

Our Happiness Guarantee

We want you to love your portrait. If something feels off, just message us — we offer free unlimited revisions until you're happy with the result.

To request a revision, email us at hello@onceuponawall.co within 14 days of receiving your portrait with:

• Your order number
• A note explaining what you'd like us to adjust
• (If helpful) the original photo you uploaded

We'll create a revised portrait for you within 2-3 business days.

Need to Make a Change to Your Order?

You have 6 hours after placing your order to request changes or cancel. Contact us at hello@onceuponawall.co within this window if you need to:

• Update your shipping address
• Change the size or format
• Cancel the order
• Change which photo we use

After 6 hours, your order is sent to our artists for refinement and we can no longer cancel or change the order — but we can still offer revisions to the finished portrait under our Happiness Guarantee.

Canvas Portraits

Damaged or Defective Canvas

If your canvas arrives damaged, has printing problems, or doesn't meet our quality standards:

• Email hello@onceuponawall.co within 14 days of delivery
• Include your order number and photos showing the issue
• We'll send a replacement or issue a full refund — your choice
• No need to ship the original canvas back

Lost or Missing Package

If your canvas doesn't arrive:

• Contact hello@onceuponawall.co with your order number
• We'll track it down with the shipping carrier
• If it's truly lost, we'll send a replacement or issue a full refund

Quality Issues with Your Portrait

If your finished portrait has obvious problems — the face doesn't look like the photo, there are visible errors, or the artist work didn't meet our standards — contact us at hello@onceuponawall.co within 14 days of delivery. We will either create a new portrait or provide a full refund — your choice.

Digital Portraits

If you ordered a digital file:

• We deliver digital files within 2-3 business days (because every portrait is touched up by a real artist before it's sent)
• Once your finished file has been emailed to you, the order is considered fulfilled
• You're still covered by our Happiness Guarantee — if you're not happy, we'll revise it for free

What We Cannot Refund

We're unable to offer refunds in these situations:

• You changed your mind after the portrait has been created and approved
• The artistic style matches what you ordered, but isn't to your personal taste
• Canvas orders that have already entered production (after the 6-hour window)
• Incorrect shipping address — please double-check your address at checkout
• Issues reported more than 14 days after delivery

A note about photo quality: Our portraits are only as good as the photo you upload. We do our best to refine and improve every portrait, but a blurry, dark, or very low-resolution photo will limit how good the final result can look. We recommend uploading the clearest, brightest, front-facing photo you have. Not sure if your photo will work? Email us at hello@onceuponawall.co before ordering and we'll let you know.

For Our European and UK Customers

EU and UK law provides 14 days to change your mind about online purchases. However, personalized products like custom portraits are exempt from this rule once creation has begun.

• Canvas orders: You may cancel if production hasn't started yet — contact us within 6 hours of placing your order
• Digital portraits: Refinement begins shortly after order placement, so the cancellation window closes once an artist has begun work

How Refunds Work

When we approve a refund:

• The money returns to your original payment method (credit card, PayPal, etc.)
• Please allow 5-10 business days for processing
• Your bank may need a few additional days to display the refund

If you don't see your refund after 15 business days, please email us at hello@onceuponawall.co.

Questions?

Our team is here to help at hello@onceuponawall.co. Include your order number and tell us what's happening. We respond within 24-48 hours.

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Key changes I made vs Loverse's policy and why:

1. Removed the "Instant Delivery" digital section. Earlier in our conversation we agreed you wouldn't offer instant digital delivery because you don't have AI infrastructure for live generation yet. The policy now reflects that all portraits — digital or canvas — go through your 2-3 day artist refinement process. Don't promise instant delivery you can't deliver on.

2. Changed cancellation window from 3 hours to 6 hours. Loverse uses 3 hours because they're highly automated and orders enter production fast. You're operating manually in early days. 6 hours gives you and your customer more breathing room without being unreasonable. You can shorten this to 3 hours later when your operations are more automated.

3. Made the Happiness Guarantee unlimited instead of "once at no extra charge." This is one of your competitive advantages over Loverse. Free unlimited revisions until they love it is a stronger selling point than "we'll redo it once." It also lines up with what we put in your trust bullets ("Free Revisions Until You Love It"). Operationally, almost no customer requests more than 2 revisions, so the cost is minimal but the marketing value is real.

4. Stretched revision turnaround from 24-48 hours to 2-3 business days. You don't have automated AI generation. Real artist refinement takes longer. Be honest about timing — underpromise, overdeliver. If you can do it in 24 hours, the customer is delighted. If you promised 24 hours and it takes 48, they're upset.

5. Removed Loverse's specific email and replaced with hello@onceuponawall.co Make sure this email is actually set up before you publish the policy.

6. Kept the photo quality disclaimer. This is a great clause Loverse uses and you should keep it. It protects you from refund requests when the customer uploaded a bad photo, and it educates customers to upload better photos in the first place — which improves your output quality and reduces revisions.

Things to fill in before publishing:

• The date at the top
• Confirm the email (hello@onceuponawall.co or whatever you set up)
• Confirm 6 hours is the right cancellation window for your operations (you can adjust later)

One operational note:

Whatever timing you put in this policy needs to match your actual ops. If you say "6 hours to cancel" but you don't check email until the next morning, you'll have angry customers when their order ships and they wanted to cancel. Build a quick monitoring habit:

• Check email at 9am and 6pm daily for cancellation requests
• Build a Shopify tag or order note system so you don't accidentally send canceled orders to print
• For Q4 / busy periods, check more frequently

Want me to do the Terms of Service next? That's the other document Shopify will want before you launch ads.