Made just for you, fixed if we get it wrong.

01Before you pay

Making your portrait costs you nothing. You upload your photos, pick a story and cast everyone in their roles, and we show you the finished poster before checkout. If a face isn't right, use "Not quite? Fix a face" to redraw it, and you can regenerate the whole poster once with the same cast.

By placing an order you confirm that you've reviewed the preview, including names, title, size and the people in it. The print will match the portrait you approved, without the preview watermark.

02Cancelling an order

Changed your mind or spotted a typo in the title? Email us at hello@rolemates.co as soon as possible with your order number. If your poster hasn't gone to print yet, we'll cancel it and refund you in full. Once printing has started we can't cancel or change it.

03Damaged, defective or wrong

If your poster arrives creased, torn, misprinted, in the wrong size, or doesn't match the portrait you approved, we'll make it right at no cost to you.

1. Email hello@rolemates.co within 14 days of delivery.
2. Include your order number and photos of the print and the tube or packaging.
3. We'll reply with a free reprint or a full refund, including shipping, whichever you prefer. You don't need to send the poster back.

04Lost or stuck in transit

If your tracking hasn't moved for 10 business days, or your order hasn't arrived 30 days after it shipped, write to us and we'll reprint it or refund you in full. If the shipping address entered at checkout was incorrect, we'll help however we can, but a reprint to a new address is charged at cost.

05What isn't covered

• Change of mind after the poster has gone to print.
• Details visible in the preview you approved: likeness, poses, roles, spelling of names or the title.
• Small colour differences between your screen and printed paper. Every screen shows colour a little differently.
• Damage after delivery, including framing or hanging.
• Import duties or taxes charged by your country, where they apply.

06How refunds are paid

Approved refunds go back to your original payment method. We process them within 5 business days of approval; your bank may take another 5 to 10 business days to show it. Shipping costs are refunded only when the problem was ours.