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FAQ

FAQ

help_outlineGeneral

1 – Make sure the photo is in good quality.
 2 – The background shouldn’t be too cluttered.
 3 – For family pictures, we don’t recommend more than 5 people if you want to have a good quality paint by number result
 4 – High-quality close-ups with good lighting usually give the best results.
 5 – Pictures taken inside in the dark or outside against the light are not recommended.

It’s your responsibility to ensure that you are happy with the photo you provided.
Note that it is the customer’s responsibility to provide a high quality photo and although we do review orders, it is not our responsibility to chase you for a better photo.

Low quality photos will not result in a high spec design that we show on site. All examples on our website were produced using high quality photos.

help_centerCancellation, Returns & Refunds

As your order is 100% unique and custom made for you, we cannot offer refunds.

However If you received an incorrect or damaged item, let us know and we’ll send out a replacement or a refund. Only on faulty, lost and or damaged orders.

If you have a problem with your final product, please email us and we’ll do our best to make sure you’re happy. Note that while we do not refund completed orders, we do replace them as quickly as we can.

If you just made an order and would like to cancel it, contact us by email at Help@paintedmemory.co,

And the support team will help you process this cancellation, but please consider in mind that 5 USD will be taken from your payment for the service fee.


All orders canceled after 24 hours are subject to a 40% production and administration fee.
While we will do our best to help you to cancel your order, please note that products that have already been shipped cannot be canceled nor refunded

If you just made an order and would like to change it, simply contact us by email at Help@paintedmemory.co

 We will help you process this change. Please note that products that have already been processed cannot be modified.


For incorrect addresses inquiries, please contact us within the next 24h following your order # so we can correct the address, as our system updates the address provided by our customers automatically whether it’s correct or has something missing, like for example the zip-code or apartment number.

Multiple delivery service providers would handle the parcel badly increasing the chance of having the order damaged during transit.

Once the product gets delivered, it is important that you inspect it before signing off for receipt of goods with the carrier.

If you notice that the product is damaged, make sure to add a note claim on the receipt and file for a damage claim to the delivery service provider immediately and contact us by email at Help@paintedmemory.co .

So we can reship your order.

It rarely happens, but if the wrong product was delivered, please contact us directly by email at Help@paintedmemory.co and we will assist you by exchanging the wrongful item with the correct one free of charge.

If you are not satisfied with our products, you may contact the PaintedMemory Customer Service department via email Help@paintedmemory.co. 

They will provide you with directions and the address to return your product. 

The returned item must be unused, fully functional, undamaged and in its original packaging in a reusable condition.

Please note that the customer is responsible for all the shipping costs to return the product, and if it got lost during transit we will not be responsible and we will not be able to refund you

local_shippingShipping

We fulfill orders from multiple locations, so orders of 2+ items may arrive in separate packages and at varying times.

However if its been a couple of days since you received an order with missing items please be sure to contact us & well gladly reship your missing items at no extra cost.

Usually yes, you will receive all items in one parcel.

Sometimes one piece of art is completed a day or two before the other in the order.

In these cases we ship out the completed artwork in one parcel and then send the other one once it’s finished.

Customs around the world are keeping packages under surveillance for more time than usual because of security reasons once they are sure that the package is safe to be delivered they will release it and you will start seeing updates on your order once they’ll do, We hope you’ll understand that it is really out of our control.

Each paint by numbers kit needs to be made on-demand as you order. That’s why our artists need between 5-10 Business Days to produce your order in a very sophisticated way. 

Once our artists finishes processing your order, we ship it directly with a reliable shipping company that has partnership agreements with USPS, FedEx, UPS, Royal Mail, etc.

Shipping takes 10-20 days for US orders, 15-30 days for the rest of the world (this can be increased due to the effect of COVID-19 pandemic and other transportation related issues)

So how long should you expect in total? from the day you made your order, the expected time frame of arrival is the processing time + the shipping time.

US Orders: Most orders are generally produced and ready to ship within 5-10 business days.

This can increase to up to 20 during busy periods and sales periods. Shipping takes between 10-30 days.
International Orders: Same as above for the production time. 12-20 days transit time for Canada, United Kingdom and Australia.

Up to 20 working days transit time for Europe. Up to 25 working days transit time for the rest of the world.


You’ll receive an email containing your tracking number once your order is sent to transport and is ready to be shipped.


If you notice that the tracking number is not showing updates for more than 7 straight days, please get in touch with our support team via email so we can resolve the issue.

Yes, you will get a tracking number. We pride ourselves on outstanding customer support service and total transparency about your order status.

We’ll email you your tracking number as soon as it’s available.
If you haven’t received your tracking number after 15 days, please email us.

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