The gentle fine print.

1. Returns, refunds & exchanges

   Because every piece is custom and made by hand for you alone, I’m unable to accept returns, refunds or exchanges on commissioned work or portraits.

   If you’re on a payment plan, payments are non-refundable, and your commission is only begun once it has been paid in full.

2. Finished work

   I reserve the right to photograph the finished work and to use my own images for my portfolio, advertising, social media, and features in publications. I hold the copyright to the final embroidered piece.

3. Reference photos

   I cannot work from copyrighted images without permission. Your reference photos may be shown in “reference and embroidery” comparisons on my social media, or used in similar ways.

   If you did not take the reference photo yourself, you must have the photographer’s permission for me to use it as your reference.

4. Lost packages

   All pieces are sent with tracking. If your parcel doesn’t reach you, I’ll work with you to locate it.

   If a package is stolen, please file a report with your local postal service or police. If in the end it cannot be found, you’ll have the choice of a refund for your order or a new piece made and shipped to you.

5. Customs & import taxes

   Pieces are shipped from the United Kingdom. Buyers are responsible for any customs charges or import taxes that may apply in their country. I’m not responsible for delays caused by customs.

6. Order cancellations

   If a custom piece is ordered and I receive no reply or input from you, I reserve the right to cancel and refund the order after one month.

   If a piece is finished and you haven’t yet given approval to ship, I’ll hold it safely until I hear from you.

7. Order sketches

   Before I begin a commission, you’ll be sent a sketch of your portrait or personalised piece. This sketch is not to be copied, redistributed, or used as a reference for other works.

A question that isn’t answered here? hello@biancakau.com · or start a commission.