Use the original, highest-quality file you have: sharp, well lit and with the subject clearly visible. Natural eye-level photographs tend to preserve the most character. Avoid screenshots, heavy filters, motion blur and social-media downloads where possible.

Marelle can create portraits of pets, people, families and meaningful combinations of subjects, provided the reference photograph shows them clearly.

Yes. Multiple subjects are welcome when everyone is clearly visible in the same photograph and the selected portrait crop gives them enough space. If you are unsure, contact us before ordering.

You see a digital preview before printing. You may request a recreation, or cancel for a full refund before approval in line with our refund policy. The framed portrait does not enter production until you approve it.

You can request a recreation from the secure preview page before approval. Please describe what is not working for you as clearly as possible. Your selected crop, size and frame are order details, so contact support before approval if one of those is incorrect.

Payment is taken securely through Shopify when you place the order. If you cancel before approval under our policy, the order is refunded to the original payment method.

Only after you approve the final digital preview. Approval confirms that the personalised portrait can move into printing and framing.

With Standard creation, the first preview is prepared in up to 5 working days. Express includes a first preview within 1 working day and express shipping after printing and framing. Time waiting for your response or a recreation request is not included.

After approval, allow up to 4 working days for printing and framing. UK shipping takes up to 3 working days with Standard, or typically 1–2 working days with Express. Delivery is included. Remote destinations, public holidays and courier disruption can extend these estimates. Multiple portraits go to production once all are approved or cancelled. If any remaining portrait has Express, the combined order uses express shipping; Standard portraits retain their Standard creation schedule.

Express combines priority portrait creation, with a first preview within 1 working day, and express shipping for faster delivery. Printing and framing take up to 4 working days after approval. Express is +£49 for Petite and Atelier; select it at no extra cost with Galerie.

The personalised portrait enters physical production immediately after final checks. It is giclée printed, framed, glazed and quality checked, then shipped with a tracking update. Because production has begun, change-of-mind cancellation or return is not normally available after approval; your statutory rights remain unaffected.

Yes, you may cancel for a full refund before approving the portrait, in line with our refund policy. After approval, the personalised item enters production and cannot normally be cancelled for a change of mind.

Personalised goods are not normally returnable for a change of mind once approved and produced. This does not affect your legal rights if the item is faulty, damaged, not as described or otherwise covered by consumer law.

Email support@marelleportraits.com promptly with your order number and clear photographs of the artwork, packaging and shipping label. Keep the packaging while we review it. We will arrange an appropriate replacement or resolution at no additional cost where the item arrived damaged.

Upload a browser-compatible JPG, PNG or WEBP image up to 20 MB so you can see and adjust the crop before ordering. The shortest side should ideally be at least 1,200 pixels. More resolution gives more detail to work with, but sharp focus and good lighting matter too.

Portraits are giclée printed on Hahnemühle German Etching 310 gsm, a warm natural-white, textured, velvet-matt fine-art paper. Choose a solid-wood Noir box frame or Antique Gold classic frame. Both use durable Perspex acrylic glazing, have no mount and arrive ready to hang.

Yes. Increase the quantity in the cart for identical framed copies of the same portrait configuration. For different photographs, crops, sizes or frames, configure and add each portrait separately.

Yes. Enter the recipient's delivery address at checkout. Check names and address details carefully before ordering.

No. The fulfilment service is white label and does not include Marelle pricing or an invoice in the parcel. Order and payment information is sent to the purchaser's email address.