Placing Your Order
I'm having technical issues while checking out. Please help!We're sorry to hear about those pesky IT problems! We will get you all sorted out as soon as possible. If you're having trouble checking out, please shoot us an email at firstname.lastname@example.org.
Choosing A Photo
Can I email you before I place my order to see if my photo will work
Absolutely! We're more than happy to take a look at the photos you're thinking about using before you place an order. Email us any time at email@example.com with your questions!
I can't decide on a photo! How do I know which photo of my little one will work best?
We work closely with every single customer to help you pick the best possible photo, so go ahead and place your order with your favourite photo! If the photo you upload is already perfect, we'll give you a confirmation and a delivery window. If your photo doesn't quite meet our standards, we'll work with you until we find one that does! (We also recommend checking our image upload guidelines before placing your order to learn more about what kind of photos make the best possible print.)
Will the quality of the image I upload affect the quality of my final artwork
Yes! The photo you provide is the direct basis of our custom artwork, which means that the better your photo is, the better your finished print will be. Whenever possible, it's best to avoid uploading screenshots of photos, photos downloaded from social media, or filtered/edited Instagram photos. All of these things can lower the resolution of your photo, which will directly impact the quality of your finished print.
Can you include a subject's whole body in a print?
When creating portraits with our print method, our standard procedure is to focus on a subject's face by cropping the photo to just below their shoulders. However, in circumstances where a photo includes an unusual angle or pose, we can include all or part of the subject's body as needed. If you have a special request regarding this, just let us know!
Can I preview my print before it ships?
Yes! After we create your custom portrait, we will send you a watermarked sketch preview before we make and ship your order. The purpose of the sketch preview is for you to give us approval on general scale, resolution, placement, or other callouts before we proceed with making and shipping your order. If you would like us to make any small changes, we are happy to accommodate your request! However, you must let us know within two weeks of receiving your print preview. If we do not hear from you within two weeks, we will assume that you do not require any edits, close your order, and ship your print as it appears in the print preview we sent.
Can I switch to a different image if I don't like my sketch?
Not without an additional redo fee. Due to the time and effort we spend creating these individualized custom prints, we are unable to offer a refund for the custom artwork we have already made for you. For this reason, we work closely with every single customer to help them select a photo that will make the best possible print before we begin working on your portrait. If you are unsure about which photo to use, we recommend that you check our image upload guidelines before ordering.
How soon can I expect to hear from Kosh studio after I place my order?
We will do our best to reach out to you via email as soon as possible! The time this takes can vary depending on the volume of incoming orders (particularly around the holidays) but you can usually expect to hear from us within a few days. No matter how busy we are, we work hard to give every single customer in our queue the time and attention they deserve!
I placed my order a few days ago and haven't received an email. What should I do?
First, please check your spam folder. Second, check the spelling of the email address that you submitted when placing your order. We communicate directly with you using that email address. If you're concerned about your order or realize you entered something incorrectly, feel free to reach out to our team any time at firstname.lastname@example.org!
Do I need to reply to emails I receive from Kosh studio?
Yes! In order to make sure that you're completely happy with your custom portrait, it's essential that we receive your written sign-off on certain questions and previews. After you place your order, we will send you an email regarding the quality of your photos. If we do not receive a response from you via email, we will send a few reminders. If we still don't receive any communication from you after these reminders, we will ultimately cancel your order.
Shipping & Returns
When will I receive my order?
Our normal turnaround is about 3-5 days for production and 3-16 days for shipping, depending on the chosen shipping carrier, but turnaround times can vary up to 3 weeks during peak holiday seasons depending on the volume of incoming orders. We will email you as soon as we receive your order with an estimated turnaround time based on our current queue.
Can I cancel my order if I realize it won't arrive soon enough?
If none of our normal or rush turnaround times meet your needs, we would be sad to see you go, but we completely understand. From the time we email you with an estimated turnaround time, there is a 24 hour window in which you can cancel your order. Unfortunately, due to the time-consuming nature of custom artwork, we are unable to offer refunds, returns, or cancellations outside of this 24 hour window. To learn more about our cancellation and refund policies, see our full terms and conditions or contact us directly at email@example.com
Where do you ship your products?
We currently ship our physical products in the list of countries. You can check the possibility of shipping in the order form. When you write your address it will show if it is possible to ship artwork, and how long it will deliver your order. If you are outside of our current shipping range, we apologize for the inconvenience and assure you that we are working to expand our shipping capabilities.
How much does shipping cost?
Shipping costs are not included in the price of our items and will be calculated at checkout. Exact shipping costs will vary depending on the customer's location relative to our studio. Sometimes for a limited time we offer free shipping.
Do you offer refunds or returns?
Unfortunately, we are unable offer refunds or returns for our products because they are custom-made for each individual customer. If you're not happy with your sketch before it prints, we refund 100% of your purchase. Love your Art or your money back. Guaranteed.
My order was damaged when it arrived. Please help!
We carefully package all of our fragile items, but we understand that sometimes packages aren't always handled with care during shipment! If you have any issues with the shipment you receive from us, please let us know at firstname.lastname@example.org and we'll send a replacement for any damaged items.