Frequently asked questions
How is my portrait drawn?
Our Team of Digital Artists uses a variety of different digital techniques, professional tools, retouching, and photo editing techniques to transform your original photo into a unique work of art that will enchant you.
Materials wise, we use only the highest quality paper (museum-quality) and inks to produce our portraits which is why they look so sharp and vibrant.
What if my child's hair, skin or age differs from the theme I pick?
If one or more portraits you choose don't match your child's hair or skin color, or age, our team will ensure the portraits reflect your child's unique traits.
How many photos can I upload for each order?
You can upload up to 3 photos per order. Even 1 well-taken photos is often enough. For tips on capturing the perfect photo, please visit our "How it works" page.
What if I upload the wrong photo?
No worries! Our support team will contact you for additional photos. To expedite your order, please ensure you follow our best practices.
Can I submit a photo taken with my phone?
Yes, photos taken with phones are completely acceptable. We use the exact image uploaded to create your artwork, so please only choose images you are happy for us to use.
Can I see a preview of my portrait before printing?
Yes, after placing your order, we will send you a downloadable preview of your artwork within 2-5 working days. You have 72 hours to approve it or request edits. if we don't hear back from you within 72 hours, we will process your shipment.
Do you ship printed portraits internationally?
Yes, we offer international shipping for printed portraits through our partnership with a global printing network, encompassing over 130 facilities in 32 countries.
Is my personal information and my child’s photo secure?
Yes, your privacy is our top priority. We use two-factor authentication for staff access, encrypt our database, and auto-delete files after 30 days to ensure your information and photos are secure.
How long does it take to receive my artwork?
We'll make sure you're 100% happy with your portrait before we print and ship it. You'll receive a preview within 5 working days for approval. You can make changes at this stage. Once you approve, we'll print and ship your art. We never ship without your approval to ensure top quality.
Changes at this stage may affect shipping times.
How long does the shipping takes?
We usually send you a preview of your artwork within 2-5 working days. All shipping times start from the day you approve your artwork. Shipping times are only an estimate. Changes and additional photo requests may extend this time.
🇺🇸 US: 2 - 3 working days
🇨🇦 CA: 4 - 10 working days
🇪🇺 EU: 4 - 10 working days
🇬🇧 UK: 2 - 3 working days
🌎 Others: 4 - 14 working days
My order arrived damaged: what can I do?
If your product arrives damaged or is lost, please send an email with photos of the damage tohello@momolino.com. We will take care of organizing a new shipment as soon as possible.
Can I cancel my order?
You can cancel your order and receive a full refund until your order starts processing. Because our products are personalised, we can't offer refunds once our team has reviewed them.
If your item arrives damaged, we will reprint and send a replacement.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
What are your opening hours?
Our customer service team are based in Australia and are open from 9:00am - 4:00pm GMT+10
We aim to answer all email enquiries within 48 hours.
