Shop FAQ's

GOT MORE Q'S? GET IN TOUCH

CHOOSE A CATEGORY

DIGITAL DOWNLOADS

Self Printing


Once you save your art files to your computer or phone you can print it out instantly on your home printer, email (or take it on a USB stick) to your local print shop or order a print online using an online printing company (I’ve used www.theprintspace.co.uk and they’ve been great)




Paper Choice


For the best results, I like to print on matte textured paper at least 160gsm thick – I love Hahnemuhle Fine Art German Etching Paper.




File Type


All files will be delivered by email with a link to your image. All files are: - Jpeg - High-resolution - 300dpi - CMYK colour space (suitable for printing) - Sized as stated on the listing Please be sure to only print at the size specified to avoid any chance of the image becoming pixelated. If you need the image in a different size other than what you purchased please contact me and I’ll resize it for you – no additional cost :)




Custom Digital Downloads


Depending on your order, a custom artwork can take 7-10 days to create from the day I confirm your image is good to use. I’ll notify you as soon it’s ready to download and include 2 minor adjustments to make sure it’s spot-on for you. When sending me the image you’d like to have illustrated, please ensure it is as high quality as possible, preferably taken in natural light with not too many shadows on the face. I need to be able to zoom in to capture as much of the character as possible. All custom portraits available for purchase on my website are portrait style head and shoulders, this generally includes pets too. Please contact me for a quote if you’d like a full-body portrait. Apart from minor adjustments, I generally follow the positioning of your image pretty closely, so please keep this in mind when choosing an image. E.g. if the person/pet is looking off into the distance, or if they’re lying down, that’s how they’ll be drawn. If you have any questions or you’d like to run your image past me to make sure it’s suitable to use don’t hesitate to send me a message – hello@heatherfrew.com




Can I use the artwork/designs/illustrations I buy from your shop for my business?


No, If you are interested in using an image, artwork, product, design or otherwise commercially, please contact me to discuss rates for a custom piece or for a commercial license.




General


If you purchase a digital print from my website your download file will be available immediately after payment. If you purchase a custom artwork you’ll receive confirmation of your order and instructions on how to send me your picture to be illustrated. Once I get back to you and confirm the image is good to use, the artwork will take 7-10 days to be completed. Please see below FAQ’s for further info or contact me on hello@heatherfrew.com with any questions.





PRINTS

Prints – More info


I print all A5, A4 and A3 size from home here in France. I use high-quality fine art paper – Hahnemuhle Fine Art German Etching Paper – at 310gsm it feels luxurious and textured to the touch. If you’d like any larger size prints please contact me and we can work out the best option – a digital file sent to a professional printer may be the best bet.





ACCESSORIES

Accessories – More info


All accessories products such as phone cases, tote bags, cushions and canvases are sent via a company called Printful. All artwork and designs on these products belong to Heather Frew ©





COPYRIGHT & LICENSING

Copyright Info


© Artwork is copyright of Heather Frew. All art files are for PERSONAL use only. You may print for personal use however many times you like, however you may not resell, distribute art files or physical printed copies to anyone.




Licensing Info


Licenses are for PERSONAL use only. If you are interested in using an image, artwork, illustrtion, product or design commercially, please contact me for a commercial license or to discuss bespoke design. Please refer to Canva Templates section for licensing details on these products.





SHIPPING

Cost


Shipping is included in all orders to the UK & EU. At the moment I do not offer worldwide shipping however please contact me if there is something you'd like to order and I will get an approximate shipping cost for you.




Regions


At the moment I ship to the UK & EU, however, will be expanding to the rest of the world this year.




Timescales


Please note that shipping times are estimates and I cannot control them once the item has been posted. If you’re ordering for a special occasion date please let me know. For prints:

  • Please allow up to 4 days processing time before shipment – I print, pack and post prints myself on a Monday and Thursday, so timescales will vary depending on when you place your order your order. Once shipped, they should be with you within 7 days.
For digital downloads:
  • Available immediately (unless custom order, please see below for details)
For accessories and canvas:
  • These orders are fulfilled by Printful, please allow up to 10 days.




Tracking


For prints:

  • I post all prints from here in France via La Poste with tracking. Please contact me if you would like the tracking number.
For accessories and canvas:
  • Limited tracking is available depending on where the item is shipped from.




Packaging


All my packaging is eco friendly, biodegradable and plastic-free (including the ‘plastic’ wallets). I’m working on finding an art quality recycled paper to print on.





RETURNS

Digital Files


Due to the digital nature of print downloads, I am unable to offer a refund unless the file is somehow corrupt. If this happens (hasn’t happened yet, thankfully!) please let me know and I’ll resend a new file.




Prints (not inc canvas)


All prints are printed at home by me, packed and posted by hand. They will always leave me in the best condition, however occasionally things happen with shipping. If your order turns up and it’s been damaged in transit, please take some pictures and send them through to me. I’ll get a replacement on the way to you at no extra cost.




Accessories (inc canvas)


All accessories products such as phone cases, tote bags, cushions and canvases are sent via a company called Printful. If you have an issue with one of these products please contact me immediately and I will work out the best course of action. I aim for 100% customer satisfaction so if your order arrives damaged or you are unhappy in any way please contact me and I will do my best to fix the issue or offer a refund. Please be sure to always include pictures of any damage and a clear description of what’s happened. Any returns for accessories will be arranged via Printful. Please note that, unfortunately, I cannot offer a refund due to change of mind as I do not hold stock here, once an item is made for you, it’s made for you.





PARTNERS

Printful


As much as I’d absolutely love to create everything by hand, it would probably be a stretch to make an iphone case! I use a company called Printful to create all of my accessories products. The whole process is done through them so as soon as you place your order in my store, it automatically starts the process with them. They create the product and ship it directly to you (so, sadly, I can’t add a handwritten note). If you ever have any problems with your order please contact me immediately. If there is something to be returned, it will all be done through Printful (you’ll get return details on your order when it arrives).





CANVA TEMPLATES

TERMS OF USE


You can use these Canva templates to create social media posts, PDF ebooks for sale, opt-in freebies for your business, or whatever type of template you bought, however, it is forbidden to sell or otherwise redistribute the template in its original editable Canva format. You must use the template as a template and edit it create an end product to your suit your own brand. You may not resell it as a template. Please also do not share your template link with anyone. These designs are copyrighted to Heather Frew www.heatherfrew.com You can read Canva's license info here https://about.canva.com/license-agreements/




HOW TO USE YOUR CANVA TEMPLATE


Once you purchase your templates, you’ll receive a link to PDF download with instructionson how to access your templates in Canva. You can customize each template by adding your own branded images, colors, and fonts. You will need a Canva account to access and edit these templates (all my templates are suitable for to use with the free canva account so there is no need to purchase PRO unless you want to!) www.canva.com





CUSTOM ILLUSTRATION

How does it work?


Key Points: Choice of plain background colour – default is white Portrait will usually be head and shoulders only unless discussed beforehand and quote given. Default A4 size & JPEG format, however if you'd like another size/orientation/format just let me know What to do after purchase: Send over a high quality image to hello@heatherfrew.com Tell me what colour of background you'd like Include his/her name if you'd like it at the top of the image Then you can and leave the rest to me :) Super important: Please ensure images are as clear and high res as possible, preferably in natural light with not too many shadows on the face (I just need to be able to zoom right in to the details so I can capture as much of the character as possible). Close up is best – head & shoulders is all I need. If you're not sure if your picture is suitable just send me over a message and I'll let you know :) Apart from minor adjustments, I generally follow the positioning of the pets in the image pretty closely, so please keep this in mind when choosing pics. E.g. if he/she is looking off into the distance then that's how they'll be drawn, or if they're lying down flat it wont be possible to do the head & shoulders portait style. Any questions, don't hestiate to send me a message!





KICK START KITS

How do I access the kit?


On purchase, you will receive an order confirmation, and within 7 days you’ll receive a link to a Google Drive folder where all your logo files will be uploaded, and a PDF containing links to your Canva templates & any other resources e.g images. Please download all of your files to your own computer and access your templates to create a saved version in your own account within 90 days. After 90 days your Google Drive folder will be removed.




Are the kits exclusive to me?


* Unless otherwise stated, the kits are NON EXCLUSIVE. This means that when you purchase it I will customise to your brand, however, the kit will stay available on my shop for other customers to purchase and customise to their brand. This keeps the price very affordable for small businesses starting out who want a professional look but aren’t ready to invest in fully exclusive designs. *If you would like to make this kit EXCLUSIVE (i.e. no-one else can use it but you) please contact me and I’ll let you know whether it’s possible with the one you've chosen. The cost to make it exclusive is an extra €250.




Can I edit fonts & colours?


To keep the price of these kits affordable for new businesses it is not possible to make edits within the price of a kit purchase. They are sold as seen in design, colours, fonts etc, customised with your business details. However, if you would like to make edits or changes for an additional €45ph please contact me with your request and I'll arrange a quote.




How long does it take?


Your files will be ready 7 working days after purchase, providing you've given all necessary information at the beginning re your business details.




Can I get matching business cards or other marketing material?


Yes, please contact me with your request and I'll send a quote.




How do you make the logo's?


I use Adobe Illustrator




How do you make the templates?


I use Canva – a free online design tool. It's really easy to use and I find it's the best option for customers who don't have the access, knowledge or time to use Adobe.




Do I have to buy font licenses?


The majority of font's I use are available for free in Canva. I do this so customers don't have any further expense after they've purchased their kit. I occassionally sell kits with fonts which will require a license, however this will be clearly stated in the description before purchase.




What about refunds?


Unfortunatley it's not possible to offer a refund or exchange on this product as it is entirely digital and customised to your business. Please read the description & terms carefully before deciding to buy.





hf logo transparent-01.png

I work remotely from France with clients from around the world.

  • LinkedIn
  • Black Facebook Icon
  • Black Instagram Icon