Refund policy
Refund Policy
Every item at Likeness is custom-printed to order from your uploaded photo. Because of this, personalised items are exempt from the standard right to cancel for a change of mind, and we're unable to offer returns or refunds for that reason.
Cancelling your order
Because every item is personalised and production begins as soon as an order is placed, we're unable to accept cancellations once an order has been submitted. Please double-check your photo and details carefully before completing checkout.
Faulty or damaged items
If your order arrives damaged or with a genuine printing or production defect, contact us within 14 days of delivery with a photo of the issue. We'll send a free replacement. A refund is issued only if a replacement isn't possible.
Lost in transit
If your order doesn't arrive and tracking confirms it's been lost, let us know and we'll print and send a free replacement.
Incorrect delivery address
It's your responsibility to enter the correct shipping address at checkout. If an order is misdelivered or returned to us because of an incorrect address, re-sending it isn't covered under our free-replacement policy and may incur an additional charge.
Photo quality and orientation
We print exactly what you upload and don't manually review submissions before printing. It's your responsibility to make sure your photo is high resolution and correctly oriented before uploading — issues caused by the photo itself aren't eligible for a replacement or refund.
How to reach us
Email us with your order number, a description of the issue, and a photo, within 14 days of delivery.