FAQS

FAQS

When will my silhouette be made?

Every silhouette we make is custom and unique and it takes time to make them just right.  Currently, we are in our peak Holiday Season.  Turnaround time for the initial proof can range from 3-6 weeks after we receive your order AND photos.  We cannot start on your order until we have ALL photos for it.  After we illustrate the silhouette, we will send to your account the proof(s) for your approval.  You will receive an email notifying you that you have a note to read in your account on our website.  You can then communicate to us through your account.  Once approved your order will then be printed, thoughtfully packaged, and shipped within 5-7 business days (if solely paper prints – wood ovals will take an extra day or two. Lockets will take an extra few days to cure.)  I support a local print shop by having them do my printing.  Given the distance between us & shipping expense, they mail us our orders once a week.

Can we send a photo taken with a phone?

Yes! You sure can. As long as it’s a clear photo (taken during the day is best) and showing the person’s entire face, neck, hair, etc.  After you place your order you can Log In to your account and upload it.  There are directions sent to you via email after purchasing on how to do this.  You can also check out the “How To Order” page.

Do we have to send photos right away?

No, you don’t have to send them at the time you order.  We will archive orders for 1 full year.  After that time, we won’t be able to fulfill your order and you will have to place a new one.  The same policy goes with reviewing proofs and wanting changes.  Please respond to your proofs in a timely manner as we are constantly working on new orders.  Not to mention we want to get your special portraits to you as soon as possible!

Please keep in mind: our peak holiday months are from October – December and March – May.  During those months we ONLY are able to work on purchases made DURING those months.  Therefore, if you purchased outside of that time frame, and send in photos during those peak months, your order will be in our first batch AFTER the holiday season is finished.

When will my locket be made?

After your silhouette proofs are approved your order will then move into the next step of production.  Your locket will be ready to ship in about a week after the proof approval. If you are ordering as a returning customer and already have silhouette proofs made, then your locket will be ready to ship in 1-2 weeks after you place your order.  Turnaround times will be longer during the Holiday Season.

Once my silhouette is created, if I decide that I’d rather you use a different photo, is that okay?

Included with your purchase is one round of revisions to make simple tweaks to the illustration.

If you would like major revisions or re-draws then there will be a fee charged to cover the extra time to do that.  Maybe the initial photo you sent the child had their hair in a pony tail but you later decided you’d rather it in a bun. Or maybe you didn’t like that their mouth was open and would rather it closed.  This is all understandable!  In order for us to make changes of this nature, there will be an additional charge of $10-20 depending on the type of request and how much time it will take to do it.  Keep in mind all silhouettes are illustrated by hand and the photos you send me are the guides we use to make them.

What are your working business hours?

Being a small, family run business, the weekends we do our best to put work on hold and therefore work on orders and respond to emails Monday-Friday. If there’s ever an expedited need, please let us know ahead of time.

How do I care for my silhouette locket?

Given that you are purchasing a handmade piece of jewelry, it is delicate and needs to be worn and handled with care.  Our lockets are an antique brass and the 30″ chain is 14k gold fill.  Each brass locket may have minor imperfections (like tiny scratches) because of how they are made.  We are not responsible for items broken due to improper handling so be kind to your jewelry!  This is not a child friendly necklace so please do not let little hands tug on it.  If something does happen to your chain we should be able to repair it for you so don’t hesitate to let us know.

Your locket *needs* to be taken off before showering and exercising. 
Keep clean & dry when not in use.  Storing in a box or other covered container is important when not wearing it.

To clean the gold filled chain: mild jewelry cleaner or soap and water, rinse.
To clean the brass locket: use a cloth specifically made to polish brass.  We include one with each order. The harder and longer you rub it on the cloth, the shinier it will be.

oxidation is a beautiful part of brass’ natural process and should be expected.

Do not submerge this in water!  While the silhouettes inside will be sealed, and water resistant, it is not water proof and you may damage it if it gets wet.

Photo Policy

We may share actual photographs alongside of silhouettes to show a before/after on our social media pages. If you do not want us using your photos, please let us know that.

Return Policy

We want you to love your products from AFPS!  This is why we work closely with you and send you a proof for your approval before printing.  Refunds/cancellations cannot be given once an order is in production due to the highly customized and labor intensive nature of our productsWe also cannot offer refunds based on artistic interpretation.  We work very hard to make our portraits true to the person as we see them in the photos you send.  But keep in mind you are purchasing a piece of art.  Custom pieces are final sale.  However, we absolutely want you to be happy so contact us if there is an issue.

If your package is damaged upon arrival, please contact us ASAP so we can rectify the situation.  If the USPS loses your package in transit, please contact us ASAP.

We archive orders for one full calendar year so you have that amount of time to send in your photos.

If you place an order and later decide you would like to cancel it, you have 30 days from the date when the order was made to do that.  We can only honor that cancellation if we have not started on your order.

Please make sure to read through the listings and website before purchasing to answer all of your questions.  And if you have any others, you are welcome to email us before ordering!

Do you run sales or promotions?

Sometimes, yes! Follow us on Instagram @afamilyprintshop to stay up to date on promotions, new products and to see previously made silhouettes & how they’re displayed.

Where do you ship your products?

AFPS ships anywhere in the world and shipping prices vary depending on your destination.  If you are outside of the USA you are responsible for any custom fees or taxes upon the package arriving to your home.

How much is shipping?

USA —> Prints/Lockets- $4.95    Wood Ovals- $7.95

Canada —> Prints/Lockets- $11.50   Wood Ovals- $16.50

Everywhere Else —> Varies from $15-$20 depending on what you are purchasing (weight/quantity)