Shipping
Last updated: September 24, 2026
1. Timing
Every portrait is created and printed to order. The process is:
- Digital proof: we email it to you within 48 business hours of your purchase.
- Production: 2 to 4 business days after you approve the proof.
- Shipping: about 3 to 7 business days within the United States, and 4 to 8 business days to mainland Spain and the rest of the European Union.
These are estimates and may be longer during peak seasons (Black Friday, holidays). If you need your portrait by a specific date, email us before ordering and we'll confirm whether we can make it.
2. Where we ship
We ship to the United States and to the European Union countries available at checkout. Your portrait is printed at the partner print facility closest to you (for US orders, in the United States), which means faster delivery and no customs fees for you.
3. Shipping cost
Shipping costs are calculated and shown at checkout before you confirm your purchase. In the US, any applicable sales tax is shown at checkout.
4. Tracking
Once your order leaves production, you'll receive an email with your tracking number.
5. Delivery address
Please double-check your address before paying. If you spot a mistake, email us as soon as possible at contacto@kivoa.es: we can correct it as long as the order hasn't shipped. If a package is returned because of an incorrect address provided by the customer, reshipping will be charged.
6. Damage in transit
If your portrait arrives damaged, see our returns section: we'll reprint and reship it at no cost to you.
Returns & refunds
1. Custom-made products
Every Kivoa portrait is created from the photos, name and details you provide and made exclusively for you. For this reason, we don't accept returns for change of mind, for choosing the wrong size or frame, or for details entered incorrectly by the customer. (For customers in the EU: the 14-day right of withdrawal does not apply to personalized goods, under article 103.c of Spanish Royal Legislative Decree 1/2007.)
2. Your guarantee
This doesn't affect your statutory rights as a consumer (in the EU, the 3-year legal guarantee of conformity). If your order arrives:
- damaged in transit (broken acrylic, dented frame),
- with a printing or manufacturing defect,
- or not matching the proof you approved (different name, date or design),
we'll reprint and reship it free of charge or, if you prefer or a reprint isn't possible, refund you in full, shipping included. You don't need to send the defective item back unless we specifically ask you to; in that case, we cover the return shipping.
3. How to request it
Email us at contacto@kivoa.es with your order number and one or more photos of the issue (and of the packaging, if it's transit damage). So we can file a claim with the carrier, please let us know about shipping damage as soon as possible, ideally within 7 days of delivery. This request doesn't shorten your statutory guarantee.
We reply within 48 business hours.
4. Digital proof and cancellations
Before printing, we send you a digital proof with up to 2 rounds of changes included. You can cancel your order for a full refund at any time before approving it. Once approved, your portrait goes into production and can no longer be canceled, as it's a custom-made item. If we don't hear back within 7 calendar days, we'll send you a reminder and, if there's still no reply, we'll produce the latest version sent.
5. Color differences
Every screen displays colors slightly differently. Small variations in tone between the on-screen proof and the physical print are not considered a defect. Obvious differences are, and we'll resolve them as described in point 2.
6. Refund timing and method
Refunds are issued to the original payment method within 14 days of confirming the issue. Depending on your bank, it may take a few extra days to show up.