Frequently Asked QuestioFrequently Asked Questions
Ordering and custom portraits
What is a Guided Heirloom Portrait?
A Guided Heirloom is a custom printed portrait created from a photograph you upload. Morgan prepares the photograph in her signature heirloom style and prints it on museum-quality fine art paper. See how Guided Heirloom Portraits work.
Can I use a phone photograph?
Yes. A clear, well-lit, high-resolution phone photograph can work beautifully. Upload the original image file whenever possible instead of a screenshot or a file downloaded from social media.
How do I send my photograph?
Upload the photograph on the Guided Heirloom product page and complete checkout. If you check out without uploading a photograph, you may send it by email. In that case, the processing period begins when Morgan Owens Heirloom receives your photograph by email.
Will I receive a proof?
No. Customers do not receive a proof before the portrait is printed. Please choose and upload your photograph carefully.
Will I receive a digital file?
No. Guided Heirlooms are a print-only service, and digital files are not included.
Can I order a frame or decorative mat?
Available matting and framing options are shown on each product page. You can also browse the frame collection and decorative photo mats.
Processing, shipping and tracking
How long does a custom portrait take?
UPS tracking is provided within 5–7 business days after you upload your photograph and complete checkout. If you send the photograph by email after checkout, the 5–7-business-day period begins when the photograph is received by email.
When will a frame, mat or locket ship?
Ready-to-ship frames, decorative photo mats and lockets ship within 3 business days unless the product is marked as a pre-order. Pre-order timing is stated on the product page.
Are rush orders available?
Yes. A 2-business-day rush option is available for custom portrait orders for an additional $150. The rush period begins after checkout and receipt of the photograph. Contact us before ordering to arrange rush service.
Which carrier do you use?
Every order ships through UPS. A valid street address is required; UPS does not deliver these orders to PO boxes.
Do you offer free shipping?
Yes. Orders of $300 or more qualify for free shipping.
Do you ship internationally?
Yes. Morgan Owens Heirloom ships worldwide. International customers are responsible for customs duties, import taxes, VAT/GST, brokerage fees and other charges imposed by their country. These charges are not included in the purchase price or shipping cost. Morgan Owens Heirloom is not responsible for customs-processing delays.
Changes, returns and damaged orders
Can I change or cancel an order?
No. Orders cannot be changed or canceled after checkout. Confirm your products, options, photograph, email address and shipping address before submitting the order.
Can I return a custom portrait?
No. Custom portraits are made specifically for the customer and are not refundable.
Can I return a ready-to-ship item?
Yes. Ready-to-ship items may be returned within 14 days of delivery when they are unused, in their original packaging and in new condition. Contact us before returning an item to receive instructions.
What if my order arrives damaged or a frame is broken?
Notify Morgan Owens Heirloom within 24 hours of delivery to qualify for a replacement. Include your order number and clear photographs of the damaged item, the exterior and interior packaging, and the UPS shipping label. Keep the item and all packaging while the claim is reviewed.
Frames, sizing and care
Which print size fits my frame?
Check the size details on the frame or mat product page before ordering. The listed frame size and visible image opening may be different when a mat is used.
Are vintage-inspired frames identical?
Small variations in color, finish and detail can be part of the character of vintage-inspired and hand-finished pieces. Product photographs and descriptions show the intended style.
How should I care for my heirloom?
Display paper artwork away from direct sunlight, moisture and extreme temperature changes. Handle prints with clean, dry hands and hold them by the edges when possible.
Still have a question?
Use the contact page and include your order number when asking about an existing purchase. You can also review the full shipping, returns and order policies.