Returns & Refunds
Every piece we make is made just for you, from your photo or your child's drawing, so our policy is built around two things: making sure you love the design before we make it, and making it right if anything arrives wrong. This covers everything we sell: jigsaw puzzles, gallery and framed canvases, fleece blankets, mugs and ornaments, embroidered clothing and blankets, portrait necklaces, and digital downloads.
Before You Approve and Pay
Nothing is printed, stitched or engraved, and you aren't charged, until you actively approve your design and complete payment. If you change your mind beforehand, simply don't complete the order. There's nothing to cancel and no charge.
After You Approve and Pay
Once you approve your image and pay, your order goes straight into production. Because each piece is a one-of-a-kind item made from your photo or artwork, paid orders generally can't be cancelled or returned for a refund, the same way any personalized photo gift can't be resold. Production is triggered as soon as payment confirms, so there is normally no window in which an order can be recalled. This is the reason the proof comes first: the decision point is the proof, not the checkout.
If Something's Wrong, We'll Fix It
Our remake promise: if your order arrives damaged or defective, or the print, stitching or engraving isn't what your proof promised, contact us within 14 days of delivery and we'll remake and reship it at no charge. A photo of the issue helps us sort it out fast.
This is a warranty rather than a mail-back return: there's nothing to send back to us, and you're never asked to pay shipping on our mistake. It applies to every physical item we sell, at every size. What the materials and print resolution should look like when they're right is set out on our quality and materials page.
Embroidered Clothing
Each shirt, sweatshirt, hoodie, jacket or blanket is stitched to order with your design, so it can't be exchanged for a different size or colour once it's made. Please check the size you choose before you pay, and size up if you're between two sizes or buying for a child who's still growing.
If the garment arrives in a different size or colour from the one you ordered, or the stitching is loose, misplaced or doesn't match the design you approved, that's our mistake and the remake promise above covers it.
Digital Downloads
A high-resolution digital copy is included free with every physical portrait order, and is also sold on its own, as are the North Pole Kit and the every-world pack. Because a digital file is delivered immediately and can't be returned once downloaded, digital-only purchases are non-refundable. If the file itself doesn't arrive, won't open, or isn't the image you approved, email us and we'll fix or resend it.
If you buy the digital version and later decide you'd like it printed, what you paid for the download is credited back in full against a physical order of the same portrait, so you're never charged twice for the same artwork.
Wrong or Undeliverable Address
Please double-check your shipping address at checkout. If a package is returned to us as undeliverable, we'll reach out to arrange reshipping. We ship within the United States only at this time.
How to Reach Us
For anything to do with your order (a problem, a question, or a special situation), email hello@thecuriousthing.com with your order details and we'll take care of you. It reaches the two people who run this shop. This policy is part of our Terms of Service.