If something is not right, we will make it right

Before painting starts: full refund

Painting starts once you send your photos and names. Until then, you can cancel for a full refund for any reason. If you have sent photos but we have not started yet, we can still refund you, and we delete the photos.

One revision for a likeness problem

If a child does not look like themselves, or something is clearly wrong, such as the wrong hair color or a child missing from a painting, tell us within 14 days of delivery. We repaint the letters that need it, check them again, and send you an updated file. Each collection includes one revision pass.

A better photo helps more than anything: one taken in daylight, facing the camera, with nothing covering the face.

The paintings are watercolor illustrations, so they will never match a photo exactly, and small details change from letter to letter. A revision is for a real likeness problem, not for a different style or a change of names after delivery. If you mistyped a name, tell us; we fix spelling mistakes for free.

After you download

Because the letters are a digital file made for your family, we cannot take them back once they are downloaded. We do not refund after download, except when there is a defect we cannot fix, such as a file that will not open or print, or a likeness problem that our revision did not solve. In that case we refund you in full.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. They usually appear within 5 to 10 business days, depending on your bank. If you bought through another shop, the refund goes through that shop.

See our terms of sale for the rest of the details. Old Highway Design Co. answers every request personally.