FAQ’s

How will I receive my custom Illustration?

When your illustration is completed, you will be emailed a PDF file of your art work. When checking out, please make sure that the email address is correct as this is how you will receive your illustration.

Where should I get my custom artwork printed?

We recommend using office works for all your printing needs as they have up-to-date high quality equipment and experienced staff to help you find the perfect size print! Before getting your art printed, we recommend downloading it to a USB as it will help open up more printing options or alternatively uploading it to their online print service. However your artwork can be printed on any printer!

How do I upload my photo to be drawn?

You can upload your photo by clicking on the ‘choose file’ button when purchasing your product (found below text). If this option isn’t working for you, just send it to me via email (Lilyemmaclark@gmail.com) or Instagram (@Lily_emma_collective).

How do I upload the text for my custom illustration or invitations?

You can upload your text in the ‘custom text’ box when purchasing your product. Put all the information in the box and I will transfer to your art piece or invitation. If this option isn’t working for you, just send it to me via email (Lilyemmaclark@gmail.com) or Instagram (@Lily_emma_collective).

How do I have my pet included in the image?

To have your pet included in the illustration, add them as a extra ‘person’ to make sure they aren’t missed!

Can I upload multiple images to be joined in one illustration?

Absolutely! I love bringing people and memories together! Upload all the photos that you would like illustrated and select the total number of people that will be in the end product.

I don’t like the background colour options, can I choose a different one?

Absolutely! Let us know the colour you have in mind in the ‘order special instructions’ box at checkout and we will customise your background to suit!

Do you offer gift cards?

We sure do! If you would like to gift our products to someone but aren’t sure what they would choose, purchase either a $30, $50 or $100 e gift card and let them decide! The card will be emailed to the purchaser with a unique code and the recipient will have 6 months from the date it was purchased on to use!

Where do I find my illustration?

If your piece is completed, make sure to check your inbox along with your ‘junk’ folder as we sometimes end up in there.

How long should it take for my order to be completed?

My usual turn around time is between 5-10 days, however this can change depending on the time of year it is (example: Christmas may take longer as it is the busiest time for orders.)

How much does shipping cost?

How long does shipping take?

I can’t give a straight answer for this as it is up to Australia post but your art is posted within 1-2 business days of your order!

I’m not happy with my Illustration, can I have a refund?

As the products are custom I don’t offer refunds however, if you are not happy with a certain aspect (such as colours etc) please email Lilyemmaclark@gmail.com within 48 hours of receiving your art with the issues you have found and I will work with you to make sure that you are 100% happy with the custom product!

I selected the incorrect number of people that are in the image, how do I change it?

If you selected more people than the amount that are in the image you uploaded, I will refund you the extra money that you paid or put it on a gift card for you. If you selected less people than there are in the image I will send you an invoice for the remaining cost.

Visit the ‘product illustrations’ tab as it includes this information. At the bottom of the page, there is a form you can fill out with your questions and order requests.

I don’t like my Product Illustration, can i have a refund?

As the product illustrations are uniquely tailored to you I don’t offer refunds however, if you are not happy with a certain aspect (such as colours etc) please email Lilyemmaclark@gmail.com within 48 hours of receiving your art with the issues you have found and I will work with you to make sure that you are absolutely in love with your end result. To avoid this, please detail what you are looking for when making your order with as much information as possible so that we are on the same page and i can create exactly what you are looking for!

Where is my Gift Card?

If you have purchased one of our e gift cards but have not received it after 24 hours from purchase please check your ‘junk’ folder as it sadly end up in there sometimes. If you still can’t find it, send me an email (lilyemmaclark@gmail.com) or instagram DM (@lily_emma_collective) with your order number and I will get it sorted for you ASAP!

How do I use my ‘Gift Card’?

Once you are at checkout with the item/items you want to purchase, type your unique Gift Card pin you received on the email into the ‘Discount Code’ box. The value will be taken off your purchase!

Do you work with brands?

Absolutely! I love illustrating your brands amazing products and have worked with some pretty incredible companies in the past. Fill out the form on the ‘Contact Us’ page with your ideas and we will reply with a quote for your project!

How do receive my personalised invitations?

As soon as your invitations have been completed I will email them to you. Make sure to check your inbox along with your ‘junk’ folder as it sometimes end up in there.

How long will it take for me to get my invitations?

The usual turn around is 24 hours although this can change in busy seasons. If you haven’t received your personalised invitations via email after 3 days, please send me an email (lilyemmaclark@gmail.com) or instagram DM (@lily_emma_collective) with your order number and I will get it sorted for you ASAP!

If you have any other questions, kindly send me an email (lilyemmaclark@gmail.com) or message me on Instagram (@lily_emma_collective)