The Nature of a Commission

Every piece created by Elvietra is a bespoke, made-to-order fine art portrait, created specifically for you from your own photographs. Because each commission is personal and made to order, it cannot be resold or offered to another customer once started.

For this reason, our policy differs from a standard retail return policy. Please read the sections below to understand your options at each stage of the process.

Before Work Begins

You may cancel your commission and receive a full refund of your deposit at any point before we begin composing your portrait — that is, any time before your consultation has concluded and the work has entered production.

To cancel, simply email us at hello@elvietra.com or message us on WhatsApp, and we will confirm your refund within 2–3 business days.

Once Work Has Begun

Once your commission has entered production, your deposit becomes non-refundable, as it secures your place in our schedule and covers the time and work already committed to your piece.

If you wish to cancel after work has begun but before the piece is finished, please contact us. We will discuss your specific situation, but any amount already paid beyond the deposit is generally non-refundable at this stage, reflecting the work completed.

Revisions Before Approval

Every commission includes a set number of preview and revision rounds (as outlined for your chosen tier on our Investment page). We will not proceed to final production until you have approved the preview. This is the stage to request any changes to composition, tone, or style — please use it fully.

Once you approve the final preview, the piece moves to production and can no longer be altered or refunded, except in the case of a defect covered below.

Damaged or Defective Pieces

We take great care in preparing and shipping every commission. If your piece arrives damaged, or with a manufacturing defect (such as a printing flaw, a frame fault, or damage in transit), we will remake or repair it at no cost to you.

To request this, please contact us within 7 days of delivery at hello@elvietra.com with your order details and clear photographs of the issue. We will arrange a replacement, repair, or, where appropriate, a refund.

What Is Not Covered

• Change of mind after final approval and the start of production.
• Dissatisfaction with a stylistic choice that was shown and approved during the preview stage.
• Delays caused by incomplete, low-resolution, or delayed photographs from the customer.
• Minor variations in colour or tone that are natural to the printing and framing process.

Ready-Made Editions

A small number of finished, ready-made pieces (not bespoke commissions) may be offered for direct purchase. These follow the same defect and damage policy above. As original or limited-edition works, they are otherwise final sale once shipped, except where the piece arrives damaged or defective.

Elvietra Privé (Corporate Orders)

Corporate and bulk gifting orders placed through Elvietra Privé are governed by the terms agreed in your individual proposal or contract, which take precedence over this policy where they differ.

Questions About Your Order

We understand a commission is a meaningful purchase, and we are happy to talk through any concern before or during the process. Please reach out — we read and respond to every message personally.