FAQ's

GENERAL

Do you offer previews before shipping? 

Yes! Before your order is printed - we'll sent it over so you can make sure it's perfect. You can then either request changes (absolutely free of course), or approve and we'll send it to print.

Do you only draw houses?

No! We can illustrate whatever building you choose. It could be a holiday home, the van you took on an unforgettable trip, or the church you were married in.

Are they ACTUALLY Hand Drawn?

Absolutely! We digitally illustrate homes in a unique style we've developed working closely with lovely customers! This is done with pen and tablets - the most sustainable and simple way for us to get custom drawings anywhere in the world 

Where do your items ship from? 

Framed prints are currently only shipped to the USA, from the USA.
All other items printed and shipped express from print labs in the US, UK and EU. No matter where you live - we work to keep the delivery times to a minimum. 

I don't have a photo of my house, can i use Google Street View?

That's absolutely fine! As long as you're happy with the angle and no part of your home is blocked from view by passing traffic. 

What is the digital only art?

Digital only is exactly what it sounds like! We'll draw your home and send you a digital file.
As standard, it'll be in 16" x 20" format - perfect for most frame sizes in 4:5.
If this isnt what you need - just leave a note. We can make it any size, any shape! 
Perfect for printing, blogs or social media.

RETURNS

What if i'm not satisfied with the product?

If you're not 100% happy, contact us and we will help to make it right. We work hard to ensure every customer is in love with their portrait. 


Due to the custom nature of all of the products we produce, we are unable offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet. 

This does not mean we won't rectify any genuine issues however. Just get in touch with us within 24 hours of delivery and we'll prioritise offering a resolution. 


We begin work on each order promptly after they are placed. To cancel an order, you must email hello@homesbyhand.co within 12 hours of your order being placed and we will process a refund at our discretion. After 12 hours, it is not possible to cancel your order. 


If you notice anything is missing from your order - it's either on it's way or an honest mistake. We'll make sure you have everything you paid for. 


Our Quality control from art to print is award winning. While it's rare your precious portrait could get damaged in shipment. Please contact us within 48 hours of receiving your order and we will work fast to get a replacement. Please provide photos of the damage to the product and packaging in your first email so we may help you faster.

SHIPPING

Shipping Times

USA, UK and EU: We estimate orders to arrive within 2 weeks from the date of purchase assuming no edits to the art-file. Add 3-4 business days to your estimated delivery date to accommodate for any edits requested. 

Australia and Canada: We estimate orders to arrive within 2-3 weeks from the date of purchase.

You should receive your shipping confirmation email and tracking number within 7-10 days of placing your order. During holidays and sales, it may take as long as 21 business days to receive your shipping confirmation.