Questions and answers

Everything below is answered by the people who wrote the code. If your question is not here, write to us and a person answers.

New here? How it works walks through the three steps in a minute.

What do I have to send you?

A sentence describing your family, and photos if you want a closer likeness. Nothing else. No account, no app.

Will it really look like my family?

It is an illustration, not a photograph, so it is a likeness rather than a copy. That is exactly why we show it to you first: you see the finished picture on this page and decide from there.

What if I do not like the result?

Start again. You can create as many families as you like before ordering, and you only pay once you are happy with what you see.

Can I return it after it is printed?

Because every piece is made to your own family and to your order, it falls outside the usual right of withdrawal for personalised goods. That is the law, and we tell you here rather than in the small print. If the item arrives damaged, misprinted or never arrives at all, that is on us: write to us and we put it right.

How long does delivery take?

Printing starts as soon as you order, and a tracked carrier usually delivers within 2 to 6 working days. Shipping is already included in the price.

What happens to my photos?

They are sent straight to our illustrator and never written to our servers. You can also delete your family from our side at any time, and we tell you exactly what that removes.

How many people can be in the picture?

Everyone in your family gets their own portrait, and the number this product supports is listed in the details above. A crowd works better than a single person: more faces means each one is printed larger and sharper.

Who is behind this?

The same small team that writes personalised bedtime stories at TellMeStories. This shop is where those families become something you can hang on a wall.

Where do you ship?

Anywhere our print partners deliver, which covers the whole of Europe and most of the world. We print at the partner closest to your address, so the parcel travels as little as possible. If checkout will not take your address, write to us and we will tell you straight whether the printer can reach it.

Will I pay customs or import duty?

Inside the customs union of the printing country, no. Outside it, your own country may charge duty or import tax on arrival. Those are set by your country, not by us, and they are not included in the price.

What if the parcel arrives damaged?

Send us the order number and a photo of what arrived, and of the packaging if it took the damage. We reprint and reship at our cost, or refund you in full, whichever you prefer. You do not have to send the faulty item back unless we ask.

What is it printed on?

The exact paper, the finished size and the printing partner are listed on each product page. We name them rather than saying premium, because those are the things you can actually check when the parcel arrives.

Can I order more than one?

Yes, and you do not have to start over. Once a family exists you can order it as many times as you like, and you can also build a different family from the same page: grandparents, a friend's family, the household including the cat.

Do I need an account?

No. There is no sign-up, no password and no app. Your gallery lives behind a private link, and checkout is handled by Shopify like any other shop.

The full terms are in our policies: shipping, returns and privacy. They say the same things as this page, at greater length, because they have to.