Shipping and Returns
Last updated: 30 October 2026
Digital products
Your Digital pack, Digital card and Printable greeting card are ready to download on the confirmation page straight after payment, and we also email them to you. There is no shipping charge. Your download link works for 2 years.
Gift vouchers are emailed straight away, or on the date you choose.
Can't find your email? Check your spam or Promotions folder, or email hello@arcanaportrait.com with the email address you used to order.
Printed keepsakes
- Printed keepsakes are printed on demand by our partner Printful, at a production facility close to you where possible, including in Australia.
- Production usually takes a few business days before your order is dispatched.
- Shipping cost and estimated delivery time are calculated live for your address and shown at checkout before you pay. Delivery times are estimates, not guarantees.
- We'll email you tracking details when your order is dispatched.
- Please check your delivery address carefully. If an order can't be delivered because the address was incorrect, we'll help arrange a reship, but extra shipping costs may apply.
- Some products can't be shipped to some countries. Checkout will let you know.
- Orders delivered outside Australia may attract import duties or taxes, which are the customer's responsibility.
Changing or cancelling an order
Digital products are delivered immediately, so they can't be cancelled once delivered. For printed keepsakes, email us as soon as possible. If production hasn't started, we can change or cancel your order.
Returns and refunds
Every card is personalised and made just for you, and you see a free preview before you buy, so we don't offer returns or refunds for change of mind. This does not affect your rights under the Australian Consumer Law.
If something isn't right, we'll fix it:
- Download problems: if a file won't download, is missing or won't open, email us and we'll fix it or resend it. If we can't, we'll refund you.
- Damaged, faulty or incorrect printed items: email us within 30 days of delivery with your order number and a photo of the item (and the packaging, if it was damaged). We'll send a free replacement or give you a full refund. You won't need to send the item back.
- Lost parcels: if your tracking hasn't moved and your order is well past its estimated delivery date, email us. We'll check with the courier and send a replacement or refund you.
