FAQ
Grouped by topic. Use the filter to find an answer quickly.
Answers about photos, personalising, the charm, orders and delivery.
Photos
What makes a good photo?
An original photo in soft daylight, taken at their eye level, with both eyes and their markings easy to see. Skip screenshots, heavy filters and faces that are tiny in the frame.
Which files can I upload?
JPG, PNG or WEBP, up to 10 MB. Convert HEIC photos to JPG first. At least 1000 pixels on the shorter side gives the most detail.
Personalising
Can I see a proof before you make it?
We don’t send proofs as standard, so your order can go straight into making. If you’d like a proof first, contact us before you order.
Can I change something after ordering?
Yes, within 3 hours of placing your order. Send us your order number and the change.
How do gift sets work?
You make each piece separately, with the same photo or a different one. Both lines in your bag are marked with the set name.
Orders and delivery
How long will it take?
Each piece is made to order in about 15 days, then shipping takes 7–9 business days. The product page shows an estimate before you order.
Do you offer free shipping?
Yes: on orders over $50, to the US and the UK.
Can I return a personalised piece?
Because every piece is made just for you, we can’t accept returns for a change of mind. If something arrives damaged or wrong, we’ll remake it or refund you.