Shipping & Returns


If ordering a bespoke artwork piece that is printed and shipped to a delivery address then we would typically recommend 10-18 working days for the whole process – subject to proof approval and if any amendments are required to designs. Our guidance around timings is based on the two main aspects of our beginning-to-end offering:

Design & Production

Your order will be assigned to one of our dedicated illustrators to begin the process of creating a masterpiece for you. To offer additional comfort, we will always send you a proof for any personalised item for you to review – it has to be perfect before moving forward. This then provides an opportunity for you make sure that you are absolutely happy before we move forward and organise the next stage.

The next step on your artwork’s journey is to be placed with one of our patterning manufacturers who will print, frame (if requested when ordering) and pack securely before shipping to the chosen delivery address.

We pride ourselves on being as green as possible, so we partnered with manufactures in locations all-around the world, who have had to meet our very strict requirements. For example – using inks, such as water-based, that are gentler on the environment. In addition, to minimise our carbon footprint, we will automatically select the manufacturer – where that product is available – nearest to the delivery address provided. By doing this we also find it also assists with better delivery times.

Currently we are partnered with manufacturers based in the 10 global locations, with plans to expand further cities in the future.

Barcelona   •  Dallas   •   London   •   Los Angeles   •   Melbourne   •

Mexico City   •   New York   •   San Francisco   •   Toronto   •   Vancouver


We recommend 5-8 working days for this initial process. However, if amendments are required to the design then this can impact timings by approximately 3-5 additional working days. We will always try to assist on timings where we can to deliver as soon as possible.

  • We do offer an ‘In a Hurry’ service. This extra cost will move your order ahead of the others and our illustrators will begin working on this sooner. Therefore, this could then move into production at an earlier date. Please note that this will not impact the delivery time once collected by the courier service.

Distribution & Delivery

As part of the process, will automatically select the courier most suitable for your order and the delivery address. Once an order has left the manufacturing facility, we will send you the tracking details via email. If you have also chosen a digital download – this will be included in within this email as well.

  • If you have chosen a digital file, we will include a 6×4” (15x10cm) version – the most popular photo print size – as well as a wallpaper for your phone. There will two versions of each – one with your text and another of just the portrait.

Depending on the location of the selected address, this could typically take between 5-10 working days to produce, dispatch and deliver. Please note that whilst we make every effort to make sure your print(s) is/are delivered for a specific date – we cannot take responsibility for any delays that might be encountered after dispatch. For example, busy times of the year, such as Christmas, are out of our control.

In addition, please note that weekends and holidays are not considered working days; therefore, are not included with regards to manufacturing and distributing.

Returns & Cancellations


It is important to us that you are 100% happy with the final product that we deliver – this is why we add addition quality control procedures, at the design and manufacturing stages, to ensure that the best possible product is delivered.

Due to the personalised nature of most products at Hand Drawn Moments, we are unable to offer a returns service. Your bespoke artwork is created with care and personal to the image(s) provided at the time of ordering. This is in accordance with the Distance Selling Regulations 2014, where personalised prints/products or anything which is “specially made, or ordered, with your choice of name, message or any other customised aspect that makes it unique to you (and therefore not an item that could be resold): cannot be exchanged.” However, if you are not completely satisfied with your order, please contact us within 48 hours of the delivery, with supporting photos (if applicable) and will work with you to put this right.

There might be rare occasions where your order might have become damaged during the shipment stage of the process. Please contact us, with along with accompanying photos, within 48 hours of receiving the delivery and we will launch an investigation and organise a replacement to be shipped out to you as soon as possible.


As most of our products are bespoke and made to order, we aim to begin work promptly to organise a proof as soon as possible.  If you decide to cancel an order, you must within 12 hours of your order being places – we will then process a refund at our discretion. After 12 hours, it may not be possible to cancel your order. This will be reviewed on a case-by-case basis; which may mean that you might incur some cancellation fees, based on the amount of design work completed at that point. We will, of course, accommodate as best as we can to provide assistance.