Refund Policy 

Every Oli & Oak portrait is custom-made to your specifications. Because of this, our returns policy differs from standard retail. Please read the following carefully.

1. Custom Artwork - Non-Returnable

As each portrait is created specifically for you, we are unable to accept returns or exchanges on custom items simply due to a change of mind. We strongly encourage you to review our Image Guidelines carefully before placing your order to help ensure the best possible result.

2. Photo Responsibility

The quality of your portrait is directly dependent on the quality of the photo you submit. If the photo you have submitted does not meet our guidelines, we will contact you by email to request a replacement. If a suitable photo is not received within 5 business days, your order will be cancelled and a full refund will be issued.

3. When We Will Issue a Replacement or Refund

We will offer a resolution in the following circumstances:

  • Artwork damaged in transit - a replacement will be arranged and the original defected item will be collected
  • Printing error (e.g. incorrect colours, blurring, missing elements) - a replacement will be arranged and the original defected item will be collected
  • Wrong item received - a replacement will be arranged and the incorrect item will be collected
  • Order not received within 30 days of the estimated delivery date (UAE) - a full refund will be issued
4. How to Report an Issue

If any of the above applies to your order, please complete our Claims Form within 48 hours of receiving your item. Our team will review your submission and respond within 2 business days with a resolution.

5. Cancellations & Changes

Orders may be cancelled or amended within 30 minutes of placement for a full refund, provided illustration work has not yet begun. After 30 minutes, cancellation and change requests will be considered at our discretion, as our artists often begin work as soon as an order is placed. Once production has started, orders cannot be cancelled.

6. Refund Processing

Approved refunds will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

7. Contact

For all refunds inquiries, please contact us at orders@oliandoak.com. Due to the unique nature of the business, we are unable to accept returns. We’re here to help and want every customer to be happy with their Oli & Oak portrait.