questions about our company, products, shipping, and more!
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. General Questions
2. Shipping & Delivery
3. Orders
1. General Questions
What makes Luminous Art Lab different from other custom artwork businesses?
Our LED portrait frames are unique because they light up, showcasing the design and colors in a way that regular picture frames cannot. This adds a dynamic and eye-catching effect to your artwork, especially in low-light settings.
What is priority processing, and how can I get it?
Priority processing is an upsell option that ensures your order is processed faster than others. This service is ideal if you need your custom artwork sooner. You can select this option during the checkout process.
How does the customization process work?
Simply send us a reference photo and specify your character or design preference. Our artists will create a custom artwork based on your specifications. Once the design is finalized, we will print it on an LED portrait frame that lights up.
What file type will my illustration come in?
Your finished artwork will be delivered in JPG or PNG format. If you need the layered file, simply request it, and we'll email it to you.
What payment methods do you accept?
We accept Visa, Mastercard, AMEX, and Discover. Additionally, you can use PayPal, Afterpay, Apple Pay, Google Pay, or Shop Pay for your convenience.
2. Shipping & Delivery
How long will it take to get my order?
Here’s what you can expect: Standard Delivery Time: Our typical shipping time is 8-10 business days.
Peak Seasons: During peak seasons, such as holidays or promotional periods, it may take up to 2 weeks for your order to be delivered.
What is your processing time?
Sketch and Colors: 2-4 days
(May take longer if revisions are needed)
(May take longer if revisions are needed)
Prints: 1-2 days
Frame Assembly: 1 day
Note: Processing times may be delayed during peak seasons.
Do you guys offer FREE shipping?
Absolutely! We offer FREE shipping on all orders over $100. Shop with us today and enjoy this special offer!
Do you guys offer FREE return labels shipping?
Yes, we do! We offer FREE return shipping labels for your convenience, but please note that this is only for replacements. As every order is customized, we do not offer refunds unless it is within 24 hours.
3. Order
Can I make changes to my order after it has been placed?
Yes, you can make changes to your order within 24 hours of placing it. Please contact our support team at support@luminportraits.com with your order details and the changes you'd like to make.
What if my order arrives damaged?
We understand that receiving a damaged item can be frustrating, and we want to make the resolution process as easy and hassle-free as possible.
Here’s what to do if your order arrives damaged:
Step-by-Step Process:
Take a Photo: As soon as you notice the damage, please take clear photos of the damaged goods.
Email Us: Send the photos, along with your order number and a brief description of the damage, to our support team at support@luminportraits.com.
Receive a Replacement: Once we receive your email and verify the damage, we will send you a replacement item at no additional cost.
Here’s what to do if your order arrives damaged:
Step-by-Step Process:
Take a Photo: As soon as you notice the damage, please take clear photos of the damaged goods.
Email Us: Send the photos, along with your order number and a brief description of the damage, to our support team at support@luminportraits.com.
Receive a Replacement: Once we receive your email and verify the damage, we will send you a replacement item at no additional cost.
How can I track my order?
You can track your orders here.
Please note that tracking information may take 24-48 hours to update after your order has been shipped
Please note that tracking information may take 24-48 hours to update after your order has been shipped
How to cancel my order?
If you’ve linked your Beauty Insider and Kohl’s accounts on kohls.com you will be able to see your linked account status on the Account Information page. You can also unlink your Kohl’s account by clicking Unlink.
Will I be charged for changes to my order after it's been made?
Please ensure all details are specified in the order notes. Any details not included will be interpreted by our artist, and additional charges will apply if changes are requested afterward.
Can you work from more than one photo?
Absolutely! The more photos, the better. Just be clear about your vision in the picture description, and we’ll handle the rest.
What quality should the photo I send be?
High-quality photos help our artists create more accurate illustrations. If we need a better photo, we’ll reach out to you.
Can you handle large groups?
Yes, we can. For illustrations with 4 or more people/pets, or if you’re ordering multiple caricatures (like for a company’s Team page), please email us for details.
Can I see a preview of my order before placing it?
Since our artists create each piece from scratch, we can't offer a preview before ordering. However, you can request changes to the drawing until you're completely satisfied.
