We process all orders within 24 hours of receiving them. Please note that processing times may be affected by weekends or holidays. You’ll receive a dispatch confirmation email once your order is processed.

Yes! We offer free shipping on all orders over $99 (before tax and shipping fees). This offer applies to standard shipping only.

Standard shipping typically takes 1-2 weeks (business days) for delivery. Since our products are custom-made, additional time may be needed for processing. Delays can occur, especially during holidays. Here’s an estimated delivery time based on your location:

• USA: 10-12 days
• UK: 7-10 days
• Australia: 7-10 days
• Canada: 10-15 days
• Europe: 7-10 days
• Other countries: 15-20 days

Yes! We offer Express Shipping for an additional fee. Express shipping typically delivers within 7-10 days (excluding holidays). Delivery times may vary depending on your location:

• USA: 7-10 days
• UK: 5-8 days
• Canada: 7-10 days
• Australia: 5-8 days
• Europe: 7-10 days
• Other countries: 7-10 days

Priority Customization allows you to skip the queue and have your order processed before others. This speeds up updates on your order’s status and delivery.

Yes, once your order is shipped, you will receive a tracking number. You can use this to track your order’s delivery status.

Shipping times are estimates and may vary. While we strive to deliver your order as quickly as possible, we cannot guarantee exact delivery dates for standard shipping.

Please double-check your shipping address at checkout. We are not responsible for delays or non-delivery caused by incorrect addresses or customs issues.

Yes, customs duties, taxes, and other fees may apply for international orders, and these are the buyer’s responsibility.

We offer a 100% satisfaction guarantee, so we’re confident you’ll love your portrait! However, refunds are only available under certain conditions:

Refunds are not possible after you approve the final proof, unless the artwork is damaged or incorrect.

We offer unlimited revisions until you’re fully satisfied with your portrait.

You will be contacted within 1-3 days of placing your order to confirm the proof of your portrait.

Please inspect your artwork upon delivery. If you receive damaged or incorrect items, contact us within 48 hours.

Email us at support@crystalcitizen.com with photos of the damaged or incorrect items (including the packing slip), and we will arrange an express replacement.

Due to the personalized nature of our products, we do not offer returns or exchanges. However, if there’s an issue with your order, please contact us at support@crystalcitizen.com, and we’ll work with you to resolve it.

Once you’ve approved the proof, we cannot offer a refund if you change your mind. Please be sure you're happy with the design before confirming.

We offer revisions based on your original requirements. If you request additional changes (e.g., a different style), extra fees may apply.

If the photo you upload does not meet our quality standards, we will contact you to request a replacement image. If the photo quality is too low or doesn’t meet our guidelines, we cannot guarantee the final result. For more details, please refer to our Photo Guidelines.

Currently, we do not offer exchanges. If you’re unsure which size is right for you, please refer to our Size Guide.

If you receive an item that is mislabeled, please contact us within 48 hours. Include your order number and photos of the mislabeled item, and we will either send the correct product or issue a refund.

If you haven’t received your refund, follow these steps:

1. Check your bank to see if the refund has been processed.
2. Contact your credit card company, as it may take some time for the refund to appear.
3. Contact your bank, as there can be delays in processing refunds.

If you've followed these steps and still haven't received your refund, please reach out to us at support@crystalcitizen.com.

We offer two types of custom portraits:

• Hand-painted Portraits: Each portrait is meticulously hand-drawn by our talented artists, based on the photo you provide. We use eco-friendly paints to ensure that every piece is a true reflection of your memories and made with sustainable materials.
• 3D Lenticular Portraits: These are digitally created portraits, transformed into 3D lenticular images by our expert team. The process creates a dynamic, multi-dimensional effect that changes as you move, adding a stunning visual experience.

For Hand-painted Portraits: We offer the following sizes for our hand-painted portraits:

• 8x10 inches
• 16x20 inches
• 16x24 inches
• 24x32 inches

If you're unsure about the best size for your space, feel free to contact us for guidance!

For 3D Lenticular Portraits: We offer the following sizes for our 3D lenticular portraits:

• A4 (8.27 x 11.69 inches)
• A3 (11.69 x 16.54 inches)

These sizes are perfect for showcasing the dynamic, multi-dimensional effect of the lenticular artwork. If you have a different size in mind, please let us know, and we’ll be happy to assist!

No, after placing your order, we offer unlimited free revisions until you’re completely satisfied with the design. We want to make sure your portrait is exactly what you envisioned!

If your frame is damaged during shipping, please contact us within 48 hours. We will either issue a full refund or send you a replacement. We take great care in packaging each order, ensuring it's well-protected during shipping.

Our frames are crafted from 100% natural, high-quality wood, providing a durable and timeless frame for your artwork. Each frame undergoes rigorous quality control at our dedicated factory, ensuring premium craftsmanship and long-lasting durability. The natural texture and finish of the wood add elegance to your custom portrait.What material are your frames made of?

For our hand-painted portraits, we use museum-quality giclée Epson matte paper for printing. This ensures vibrant colors and exceptional detail, giving your portrait the high-end, professional finish it deserves. The quality is comparable to pieces displayed in galleries, making your portrait a lasting work of art.

For 3D Lenticular Portraits, the digital artwork is printed using the latest technology to create the unique, multi-dimensional effect. This results in a stunning visual experience that captures the dynamism of the image.

Yes! You can let us know if you have a specific style in mind (e.g., vintage, modern, or artistic rendering) in the Note section during checkout. If you want a specific artistic style for a hand-painted portrait or adjustments for your 3D Lenticular, feel free to share those details with us!

Yes, you can select between a hand-painted portrait (done by our skilled artists) or a 3D lenticular portrait (digitally created with a dynamic, multi-dimensional effect). Each style offers a unique way to capture your memory, so feel free to choose the one that best fits your vision!