Grapes in Fire

Last updated: August 8, 2026

At PencilPics, every order matters. Whether you're purchasing an original artwork, ordering a custom portrait, or receiving a digital product, our goal is to make the entire experience clear, secure, and enjoyable.

This page explains how ordering, shipping, returns, refunds, cancellations, and custom commissions work.

Frequently Asked Questions

What is PencilPics?

PencilPics is an art and creative platform offering original artwork, custom commissions, prints, digital products, courses, and other creative products.

Every product listing clearly states what you are purchasing, what is included, and how it will be delivered.

Are PencilPics artworks handmade?

Yes, where a listing is identified as an original or hand-drawn artwork, it is created by a real artist using the materials and process described on the product page.

We clearly identify products that are:

• Original physical artwork
• Prints
• Digital products
• Custom commissions
• Other creative products

Can I request a custom artwork?

Yes.

Custom commissions allow you to provide your own reference photograph or requirements.

Before ordering, please review the commission description carefully to understand:

• Available sizes
• Number of people or subjects
• Materials
• Estimated production time
• Number of revisions, if applicable
• Shipping options
• Pricing

The commission process may include progress updates and a preview or approval stage where specified in the listing.

What kind of photo should I submit for a portrait?

For the best result, provide a clear, well-lit, high-resolution photograph.

Avoid photographs that are:

• Extremely blurry
• Very dark
• Heavily filtered
• Cropped around important facial features
• Too small to reproduce accurately

If we believe your reference image may significantly affect the quality of the final artwork, we may contact you before production begins.

Can I request changes to a custom artwork?

Where revisions are included in your commission package, you may request reasonable changes during the applicable approval stage.

Changes requested after final approval, completion, framing, or shipping may incur additional charges.

Major changes that require restarting or substantially reworking the artwork may also incur additional costs.

The specific revision policy for your order is determined by the commission listing purchased.

Ordering

How do I place an order?

Choose your product, select any available options, add it to your cart, and complete checkout.

For custom commissions, you may also be required to provide reference images or additional information before production begins.

You will receive an order confirmation after successful payment.

What payment methods do you accept?

Available payment methods are displayed during checkout.

Payments are processed securely through our supported payment provider(s). PencilPics does not ask customers to send payment information through social media, email, or unofficial channels.

Can I change my order after placing it?

Contact us as soon as possible.

For standard products, changes may be possible before the order is processed or shipped.

For custom commissions, changes may be possible only before the artwork has progressed beyond the relevant production stage.

Once production, printing, framing, or shipping has begun, changes may no longer be possible.

Shipping Policy

Where do you ship?

PencilPics may offer shipping within Uganda and internationally, depending on the product.

Available destinations and shipping charges are shown during checkout where applicable.

Some products may have destination restrictions due to their size, materials, or delivery requirements.

How long does shipping take?

Each product page displays its estimated production and/or delivery timeframe where applicable.

For custom artwork, please distinguish between:

Production time — the time required to create your artwork.

Shipping time — the time required for the completed order to travel to you.

These are separate periods.

Your total estimated delivery time is therefore:

Production time + shipping time

Estimated delivery dates are estimates rather than guaranteed dates unless the product specifically states otherwise.

Will I receive tracking information?

When tracking is available for your shipping method, a tracking number will be provided once your order has been dispatched.

Tracking information may take some time to become active after the carrier receives the package.

What happens if my package is delayed?

Delivery times can occasionally be affected by:

• Customs processing
• Weather
• Carrier delays
• Public holidays
• Incorrect delivery information
• International border procedures
• Circumstances outside PencilPics' control

If your package appears significantly delayed, contact us and we will help investigate its status.

What happens if I provide the wrong address?

Please contact us immediately if you notice an incorrect shipping address.

If the order has not shipped, we will make reasonable efforts to correct it.

If the order has already shipped, we may be unable to change the destination.

Additional shipping charges caused by an incorrect address may be the customer's responsibility.

International Orders

Will I have to pay customs or import charges?

Possibly.

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

These charges are determined by the destination country's authorities and are generally the responsibility of the customer unless explicitly stated otherwise during checkout.

PencilPics cannot guarantee the exact amount of any customs or import charge.

What happens if customs holds my package?

Customs processing is outside PencilPics' direct control.

If additional information, documentation, or payment is required by the destination country's authorities, the customer may need to provide it.

Failure to respond to customs requests may result in a package being returned, delayed, or abandoned.

Returns & Refunds

Can I return an artwork?

For standard physical products, returns may be accepted if the product is eligible under the product listing and is returned in its original condition within the applicable return period.

The product must generally be:

• Unused
• Undamaged
• In its original packaging where applicable
• Accompanied by the relevant order information

Certain products may be marked Final Sale and may not be eligible for return.

Always check the product-specific return information before purchasing.

Custom Artwork Returns

Can I return a custom portrait because I changed my mind?

Because custom artwork is created specifically for you, custom commissions are generally non-returnable and non-refundable once production has begun, except where the artwork arrives damaged, materially differs from the agreed order, or another remedy is required under applicable law.

This is because a custom artwork cannot ordinarily be resold to another customer.

Please review your reference image, selected options, size, and commission details carefully before placing your order.

What if my custom artwork is substantially different from what I ordered?

We want you to be happy with your artwork.

If you believe your completed commission materially differs from the agreed specifications, contact us promptly with:

• Your order number
• Photographs of the artwork
• A description of the issue

We will review the situation and, where appropriate, offer a reasonable solution such as:

• Correction or revision
• Replacement
• Partial refund
• Full refund

The appropriate remedy depends on the nature of the issue.

Damaged Orders

What if my artwork arrives damaged?

Please contact us as soon as possible after delivery.

For the fastest resolution, provide:

1. Your order number
2. Clear photographs of the packaging
3. Clear photographs of the damage
4. Photographs of the shipping label
5. A short description of what happened

Please keep the original packaging until the matter has been resolved.

Depending on the circumstances, we may offer:

• Replacement
• Repair or restoration
• Refund
• Another appropriate solution

Digital Products

Can I return a digital product?

Because digital products are delivered electronically and cannot ordinarily be returned, digital purchases are generally non-refundable once the download or digital delivery has been made available, except where the product is defective, inaccessible, materially different from its description, or otherwise requires a remedy under applicable law.

If you experience a technical problem, contact us and we will do our best to resolve it.

Cancellations

Can I cancel my order?

For standard products, cancellation may be possible if the order has not yet entered processing or shipping.

For custom commissions, cancellation is generally possible only before meaningful production work has begun.

Once an artist has started working on your commission, cancellation may result in a partial refund or no refund depending on the amount of work already completed.

Any applicable cancellation terms will be communicated clearly for commission orders.

Refunds

How long do refunds take?

Once a refund is approved, the processing time depends on the payment method and financial institution used.

PencilPics will initiate the approved refund through the applicable payment system.

Your bank or payment provider may require additional processing time before the funds appear in your account.

Exchanges

Can I exchange an artwork?

Exchanges may be available for eligible standard physical products.

Custom-made artwork, personalized products, digital products, and other products specifically identified as non-returnable may not be eligible for exchange.

Contact us before sending anything back.

Do not ship a return without receiving return instructions from PencilPics.

Customer Responsibility

Customers are responsible for providing accurate:

• Name
• Email address
• Telephone number where required
• Shipping address
• Customization information
• Reference photographs
• Order selections

PencilPics is not responsible for delays or additional costs resulting directly from incorrect or incomplete information supplied by the customer.

Product Availability

Some PencilPics artworks may be one-of-a-kind.

If an original artwork has already been sold, it may not be possible to reproduce the exact original.

Where a print, reproduction, or commission alternative is available, this will be indicated on the relevant product page.

Price & Order Errors

We make every effort to ensure product information and pricing are accurate.

If we discover a significant error in a product price, description, availability, or order information, we may contact you before fulfilling the order.

If an order cannot reasonably be fulfilled because of an error, we may cancel the affected order and issue a full refund.

Customer Privacy

Your personal information is used to process your order, provide customer support, deliver products, and operate PencilPics.

We do not require customers to provide personal information through public comments or social media.

For more information, please see our Privacy Policy.

Contact & Customer Support

If you have a question about an order, shipping, return, commission, or product, please contact PencilPics through our official customer-support channels.

When contacting us about an existing order, please include your order number so we can assist you more quickly.

We aim to respond to customer enquiries as promptly as possible.

Our Promise

We believe buying art should feel personal, secure, and enjoyable.

Our commitment is to:

Create honestly. Package carefully. Communicate clearly. Protect your purchase. Treat every customer fairly.

If something goes wrong, contact us. Our goal is not simply to enforce a policy — it is to find a fair and practical solution whenever possible.

Important

This policy is intended to explain PencilPics' normal practices and customer experience. It does not limit any consumer rights or protections that cannot legally be excluded under the laws applicable to your purchase.

PencilPics reserves the right to update this policy from time to time. The policy applicable to an order will generally be the version in effect at the time the order was placed, subject to applicable law.