Returns Policy

Heirloom Prints Returns Policy

Effective Date: February 2024

At Heirloom Prints, we strive to deliver the highest quality prints and frames, meticulously crafted to become cherished heirlooms in your home. However, we understand that unforeseen circumstances may necessitate a return. This policy outlines our process for returns and ensures a smooth experience for you:

Eligible Returns:

  • Damaged Products: We understand that accidents can happen during shipping. If your product arrives damaged, we will gladly accept a return for a full refund or replacement. To be eligible for a return due to damage, you must report the damage within 7 business days of receiving your order and provide us with photos of the damage and your order number.
  • Errors on Our Part: We take pride in our meticulous attention to detail, but mistakes can happen. If there is an error with your final product due to our mistake (e.g., incorrect photo, size, or framing), we will gladly arrange for a replacement at no cost to you. Please report any errors within 7 business days of receiving your order, including photos of the product and a brief description of the error.

Ineligible Returns:

  • Change of Mind: Due to the personalised nature of our products and the time and effort invested in crafting each piece, we are unable to accept returns for change of mind or incorrect selection. This includes, but is not limited to, changes in desired photo, size, frame, or colour preferences after an order has been placed and confirmed.
  • Custom-Made Products: We are unable to accept returns on custom-made products, as these are created specifically for your unique requirements.
  • Orders Approved for Printing: Once you have reviewed and approved the product proof for printing, we are unable to accept returns or offer changes.

Return Process:

  1. Contact Us: If you believe your situation qualifies for a return, please contact us within the specified timeframe mentioned above. You can reach us by email at, or through our contact form on the website.
  2. Return Approval: Once we receive your request and verify its eligibility, we will provide you with a return shipping label and instructions on how to return your order.
  3. Return Shipping: We will cover the costs of returned shipping if it is deemed an appropriate return / refund request.
  4. Inspection & Processing: Upon receiving your returned product, we will inspect it and process your request within 5 business days.
  5. Refunds: If your return is approved for a refund, we will issue a full refund for the cost of the product, excluding any original shipping charges, to your original payment method within 5 business days.
  6. Replacements: If you are eligible for a replacement due to damaged goods or an error on our part, we will coordinate the production and shipment of your replacement product free of charge.

Important Information:

  • We cannot accept returns on products that have been used or altered in any way.
  • We recommend insuring your return shipment for its full value.
  • We are not responsible for lost or damaged return packages.

Our Commitment to You:

We understand that returning an item can be inconvenient, and we appreciate your patience and cooperation throughout the process. If you have any questions or concerns regarding our return policy, please don't hesitate to contact us. We are always happy to help!

General FAQ's

What makes you different?

We offer expert photo retouching and colour correction before printing on all prints to ensure they will look as good as they possibly can when printed, use high-quality archival materials that will last for generations, use handcrafted frames, and use exclusive professional-grade print labs ensuring your prints will look amazing in 100 years time.

Do You Offer Discounts?

We never discount our prints. The price of these prints and frames reflect the value and craftsmanship that goes into creating them. We will never discount, rush, or mass produce prints.

How Do I Contact You?

Fill in your query on the contact page of this website to get in touch.

Production FAQ's

Shipping policy

All our orders are shipped from Adelaide, Australia. Please allow 5-7 business days for standard domestic shipping.

Heirloom Prints offers free domestic shipping for all our print items. For faster shipping, choose 'express shipping' at checkout and the shipping charges will be automatically calculated. Shipping costs are Non-Refundable. Please note we cannot ship to a PO Box.

Deliver times are provided as a guideline only and do not take into account possible delays caused by shipping services.

We do not offer in-store pickup and as such, all our shipping is included in our prices.

Production Times

Proofing process

  • Within 5 business days of your order being places, you will receive a product proof after being reviewed by our expert photo technicians. This proof provides an accurate representation of how your final piece will look.
  • During this stage, you have the opportunity to review the proof thoroughly and provide any feedback or request adjustments. We encourage you to communicate any changes you desire to ensure the final product meets your exact expectations.

Production Timelines:

Please note that due to our commitment to handcrafted quality, production times can range from 3-10 weeks. This timeframe allows our skilled artisans the necessary time to meticulously craft each print and frame, ensuring your cherished memories are preserved with the utmost care and attention to detail.

Important to Remember:

  • During peak seasons, you may experience a slight delay in production due to increased order volume. However, we assure you that no order is ever rushed out the door. We prioritise delivering the highest quality possible and dedicate the necessary time to each individual piece.

Returns Policy

Eligible Returns:

Due to the personalised nature of our products and the time and effort invested in crafting each piece, we are unable to accept return for change of mind or incorrect selection.

We will gladly accept returns for damaged products upon arrival. To initiate a return for damage, please contact us within 7 business days of receiving your order. Please include photos of the damage and your order number in your email.

Additionally, if there is an error on our part with the final product, (e.g. incorrect photo, size or framing), we will happily arrange for a replacement at no cost to you. Please contact us within 7 business days to receive your order to report any errors.

Returns Process:

Once you have contacted us and received approval for a return, we will provide you with a return shipping label and instructions on how to return your order. Please ensure you've carefully looked over your order and kept all your packaging material if a return is to be required.


Upon receiving and inspecting the product, we will issue a full refund for the cost of the product, or provide you with a new product.

Our 100 Year Guarantee

Lifetime Guarantee for Prints & Frames

We craft our prints and frames to be cherished for generations. That's why we confidently offer a Lifetime Guarantee on all our products.

This guarantee ensures your prints and frames are free from manufacturing defects and will remain functional throughout their lifespan.

What's Covered:

  • Replacement parts for any manufacturing defects in frames.
  • We'll replace prints that show fading or other quality issues beyond normal wear and tear.

What's Not Covered:

  • Accidental damage, scratches, or dents.
  • Improper use or storage.
  • Damage caused by external factors like extreme temperatures or humidity.

Making a Claim:

We make the process easy! Simply contact us through our website and provide details about the issue.

Peace of Mind Guarantee:

Invest in your memories with confidence. Our Lifetime Guarantee ensures your prints and frames will bring you joy for years to come.

Ordering FAQ's

How do I place an order?

Simply choose your desired size and frame colour (or let us make a suggestion), upload your photo, and follow the checkout instructions.

What file formats do you accept?

We accept all common image formats including, JPG, PNG, and TIFF. If our file will not be suitable for printing we will let you know and give you a complete refund if we cannot guarantee it's quality.

Can I edit my order after it's been placed?

We may be able to accomodate edits if your order hasn't yet gone into production. Please contact us as soon as possible.

Photos and Editing

Do you edit my photos before printing?

All photos undergo a complimentary colour correction and background removal to enhance their quality. The overall aesthetic of the image will not be altered, however the colours shifted to ensure they are correct for print rather than viewing on a screen. You can provide notes for your order within the checkout page if you have specific requests.

Do you offer additional photo editing services?

Yes, we offer optional advanced editing services such as face swaps, eye opening, and advanced background removal. If you would like to speak to us about these services, please use the contact page and detail your request and we'll get back to you with a custom quote and our recommendations.

Can I see a preview of my photo before it's printed?

Yes, after the photo retouching process, we will send you a proof for your approval before printing.

Additional FAQ's

Can I visit your store?

We do not currently have a physical store. We use our industry expertise to bring together the very best photo technicians, and photo labs throughout Australia.

What is the best way to care for my framed print?

We recommend avoiding direct sunlight and extreme temperatures. To clean the frame, use a soft, dry cloth.