FAQs and Terms & Conditions

Q: How can I make sure I get the best quality drawing done from my photo? A: There are a few things to look out for.
  • First, make sure your picture has been taken in a well lit room
  • Second, make sure the photo is not blurred
  • Third, If possible try to send a photo where you’re facing forward, looking straight at the camera. These photos tend to produce the most accurate portraits.
  • Fourth, check the size of the photo! The size of the photo determines how much detail the artist can see, and the more detail the artist can see the better the likeness he can achieve. An image with one face taking up most of the photo should be 500×1000 as a minimum. And an image with two or more people should be 1000×2000 as a minimum.
Top tip – If you’re taking a photo with your phone, instead of taking the photo yourself using the front camera then get someone else to take it using the camera on the back. The camera on the back of your phone is always better quality and will pick up more detail than the front one. Photo quality remains the responsibility of the customer and our artists will do the best they can with photo they have been given, regardless of it’s quality.
Q: The people (or pets) I’d like drawing are on different photos. Can you do one drawing from different photos? A: This isn’t a problem in the slightest because we routinely do this kind of thing!
Q. Do you do canvasses? A. We could offer canvas options, but it’s our view that these drawings have the most amazing effect and presence in your home when framed. All drawings come delivered on high quality art card.
Q: I want my drawing in the style of a drawing I have seen on your website/Facebook page. Can I have this exact same style? A: If you would like your drawing done in a particular style we would suggest uploading a copy of that drawing with your order so we know what your preference is. We will always do our best to make sure you’re happy and get the style of drawing that you want, but as we work with multiple artists we cannot make any promises as each commission normally goes to the next artist that is available to draw.
Q: How long will it take for me to receive my order. A: The answer will depend on the format you want it delivered in. We can get the image file emailed to you quicker than we can post the print. Also, because these are all original pieces of art, they actually have to be created before they can be delivered. Drawing the images can take anything up to 10-14 working days depending on how busy the artists are, and delivery a further 3-7 days. For those of you that are in a rush, we can have your order prioritized for an additional cost. Please note that during exceptionally busy times orders may take longer than specified, but we do everything in our power to minimize any such delays.
Q. Can I make amendments to my order after I have ordered (like adding text or extra photos to be drawn from, for example)? A. Unfortunately, we can no longer allow amendments after the order has been already been placed. This is because it becomes an administrative and technical nightmare for us. PLEASE NOTE: We can only use one picture per person to draw from facially- we cannot use multiple photos to capture the likeness.

Q. Can I make a bank transfer, rather than pay by PayPal?

A. Unfortunately we’re unable to offer any payment method other than through Paypal. Don’t worry if you don’t have a paypal account, because Paypal allows you to pay through them securely using your credit or debit card. We’ve found that Paypal is one of the most trusted payment solutions available that offers excellent protection for buyers and sellers alike.

Q. What happens if I want my picture edited?

A. Because these drawings take a considerable amount of time and money to be done, we generally cannot make any amendments. Of course, if there’s a major error we will be happy to fix it, but the final decision on this is made by the support team.

Q. Can I change my delivery address?

A. We’re really sorry, but on the advice of PayPal we can only deliver to the address that is connected to your PayPal account.

Q: I want my drawing in the style of a drawing I have seen on your website/Facebook page. Can I have this exact same style?

A: If you would like your drawing done in a particular style we would suggest uploading a copy of that drawing with your order so we know what your preference is. We always do our best to make sure each commission goes to the most suitable artist, but in busier periods we’re unable to guarantee a particular style.

Q. Is there a limit on how many people you can draw?

A. No, we can draw as many people as you’d like really! The website only allows the option for up to 6 people, so what you would do if you wanted more than that is to make two separate orders (i.e. if you wanted 10 people, make one order for 6 people and one order for 4) and then make a note on one of the orders that you have made two separate orders, but want them as one drawing. Also, if you are ordering a hard copy, please remember to only choose that option on one of the orders to avoid paying additional postage costs.

Q. I want to upload more photos than the website allows, what should I do?

A. You can make the order as normal, and send the pictures to our email support@captainjacksdrawings.com However, please make a note when making your order that you have done so

Q: I have placed an order but would like to change it. Can I do this? A: Once an order has been placed we prefer not to change it because this can become an administrative nightmare. Please try to make sure you’ve selected the photos you want and thought through all aspects of the order before placing it. Of course you can always ask, and if the order hasn’t been processed and you’d just like to make a small amendment then we’ll see what we can do, but we make no promises in this regard.
Q: If I don’t like the drawing can I get a refund? A: There should be no reason that you wont like your drawing. As long as the photos sent meet the standards described then your drawing will be fine. As a general rule we do not make changes to drawings once they have been completed. In circumstances where we have not delivered on the service we’ve been paid for, we are happy to offer a full refund. Unfortunately, due to the nature of our business we can not process a refund if either (a) your drawing has been passed to the artist to be drawn, or (b) you have received your drawing (either digital or hard-copy) because of all the time all the time and cost that goes into creating them.
Q: I have an idea for a great drawing but I can’t find an option in the shop that covers it. Should I assume that you can’t help? A: Absolutely not! If you have special requirements then just drop us an email or message us on Facebook and we’ll be very happy to see what we can do.
Q: My question isn’t answered here. What should I do? A: This is the reason that we have an email address and a Facebook account. Feel free to contact us any time and you’ll get a response within 24 hours and usually much, much quicker!


Returns and Refunds

As these are personalised items, we have a no refunds or returns policy, as is our legal right. If you are unhappy with your order, please contact us to discuss further.

Artistic Licence

It is important to note that these drawings are not intended as portraits- they are caricatures and as such, there may be small variances in shapes/colours. If the picture meets our standard for quality and likeness, we are sadly unable to offer amendments.

Product Description

Our work is hand drawn either with traditional pencil and paper, paints, or drawn using a bamboo tablet or similar modern method which helps speed of drawing and ease of making small changes when required. We now hire artists world wide and we, to keep our drawings affordable, receive digital image/high quality scans from them which we print in the required size for customers.

Time scales

The time estimates that we give are given in good faith, and we do our best to adhere to these, but there may be occasions where the drawings take a little longer than expected. If you want to check the status of your order, we respectfully ask that you do not contact us until 10 working days have passed from the date that you made your order.

Fee for drawing in Digital Only format and extra Fee for Paper copy.

The cost of an order consists of two separate parts. The first is the Cost per person drawn, for example, if you pay for 3 people to be drawn you will receive a Digital Image sent to you by email or Facebook messenger. The second part is the extra fee for a physical copy (in A3 or A4 size) of your drawing posted to your home address. If for any reason there is a problem with the physical delivery of your A4 or A3 paper copy, then we are happy to resend another copy of your drawing or in some circumstances refund this extra fee. In such circumstances, we are unable to refund the per person cost which was charged for the digital image, as this has already been provided to the customer.

Please note that we will try our best to adhere to all instructions the customer gives for the drawing, but it is always advisable to keep these instructions simple and to the point. Ultimately, we draw from your photos and we are unable to change the way a person looks (by changing facial expressions etc) and still achieve a good likeness of the subject.