Order & commission policy

This policy sets out what to expect when ordering a portrait or a print from Leiha Martin Art. Please read it carefully — you will be asked to confirm that you have read and accepted it before payment.

1. Reference photographs — quality matters

The single biggest factor in a successful portrait is the quality of the reference photograph you supply. We ask that your reference image is:

• High resolution — ideally at least 2,000 pixels on the longest side; the original from your phone or camera is best.
• Sharp and in focus, especially on the face and eyes.
• Well lit, with natural light where possible. Avoid harsh midday sun and heavy shadows on the face.
• Close enough that the animal’s features (eyes, expression, markings) are clearly visible — not a tiny figure in a wide landscape.
• Unedited — please do not apply filters, beautifiers or heavy crops. Send the original where possible.

If the image you supply is not of sufficient quality, we may contact you to request a better one before starting work. If we cannot produce a portrait we are happy with, we may decline the commission and refund you in full.

2. Original artwork — non-refundable

Each original portrait is hand-drawn individually, takes many hours of work, and cannot be re-sold. For this reason, original commissioned artwork is non-refundable, non-returnable and non-exchangeable once work has begun, except where required by law.

You acknowledge that:

• Hand-drawn artwork is an interpretation. It will capture the character of your animal, but it is not a photograph and small natural variations are part of the medium.
• Colour and tone on screens may differ slightly from the physical artwork.
• Minor revisions can be discussed during the early stages of the drawing, but substantial re-drawing is not included and may be declined.

3. Prints of your own photograph

Prints are produced to order on archival fine-art paper. They are non-refundable for change of mind once printed. We will replace your print free of charge if it arrives damaged, or if it materially differs from what was ordered, provided you contact us within 7 days of delivery with photographic evidence.

By submitting a photograph to be printed, you confirm that you own or have the right to print it, and you indemnify Leiha Martin Art against any third-party copyright claim arising from the print.

4. Turnaround

Typical turnaround for an original portrait is 4–8 weeks from order confirmation, depending on size and the studio queue. Prints typically dispatch within 7–10 working days. We will keep you updated and will let you know if there is any unexpected delay.

5. Damage in transit

Please inspect your parcel on arrival. If the outer packaging is visibly damaged, please photograph it before opening. Report any damage to the artwork within 7 days of delivery, including photographs, and we will work with you to put it right — by repair, replacement print, or (in the case of original work damaged beyond repair) by negotiation.

6. Cancellations

You may cancel an original commission for a full refund within 24 hours of placing the order, provided work has not yet begun. After 24 hours, the order is considered in progress and is non-refundable.

7. Approval & confirmation

At checkout you confirm that:

• The reference photograph you have supplied is of high quality and is yours to use.
• You understand that original artwork is hand-drawn and non-refundable once work has begun.
• You have read and accept these terms and our Terms & conditions and Privacy policy.

8. Statutory rights

None of the above affects your statutory rights as a consumer under the laws of England and Wales (or your local equivalent).