Frequently Asked Questions
1. How long will it take to receive my order?
⏱️ Most orders arrive within 5–8 business days. The customization process (including adjustments after you receive the preview proof) or larger pieces may take a little longer, but we’ll keep you updated every step of the way. A faster shipping option is also available at checkout.
2. Can I track my shipment?
📦 Absolutely! Once your order ships, you’ll receive an email with a tracking link so you can follow your package.
3. Do you offer gift wrapping?
🎁 Yes! We’re happy to prepare your order with special gift wrapping. If you have other special requests, just reach out to us at support@twelveen.com before or right after placing your order.
4. Can I include a personalized message?
💌 Definitely! You can add a note for your recipient—just let us know before completing your purchase. Please note that including a personalized message may extend production time.
5. What is your return policy?
🚫 Because each piece is custom-made, we currently don’t accept returns. Please review product details carefully before ordering. If you have any questions, contact us—we’re here to help.
6. What materials do you use?
🎨 Our artworks are printed on high-quality canvas and paired with a pinewood inner frame. Framed pieces also include a durable polystyrene (PS) outer frame.
7. Are the colors true to what I see online?
🌈 Yes. We make every effort to ensure colors are represented accurately, though slight variations may occur due to different screen settings.
8. Do you offer custom sizes?
📐 Not at this time. All available size options are listed on each product page.
9. Do you ship internationally?
🌍 Yes, we do! Please refer to our Shipping Policy for details.
10. Do you offer a warranty or guarantee?
🛡️ Yes. If your artwork is damaged during shipping, please send us photos within 3 days of delivery, and we’ll arrange a replacement or refund.
11. How do I place an order?
🛒 Here are the steps you can follow:
1. Upload your photo Choose your preferred size and frame style.
2. See your proof in 3 days We'll create your custom illustration and send you a digital preview.
3. Make unlimited changes You have 3 days from when you receive your proof to request any edits.
4. Approve and we'll handle the rest Once you love the final design, we take care of printing, framing, and shipping. Nothing gets made without your sign-off.
You’ll also find step-by-step guidance on each product page to upload your photo, choose your style and size, and complete checkout.
12. Do you offer discounts for bulk orders?
💰 Yes! Contact us before ordering, and we’ll be happy to create a special discount for multiple purchases.
13. Can I cancel or change my order?
⏳ If you would like to cancel your order, please contact us within 30 minutes of placing it. Once production begins or the item has shipped, we unfortunately cannot make changes.