Help center & FAQ

Quick answers to the questions we get most. Can't find yours? Send us a message and a real person will reply within 1 business day.

Ordering a custom kit

What can I make from my photo?

Four things: a diamond painting kit, a paint by numbers kit, a punch needle kit, or a jigsaw puzzle. Upload a photo, pick a size, and you see the result before you pay.

How does the preview work?

Upload your photo, crop it, choose your size (and round or square drills for diamond painting), and the preview updates right away. It's free and there's no obligation. What you see in the preview is exactly what we make.

Do you check or edit my photo before production?

No. Your kit is made from the preview you approved, without a designer touching it. That's why we ask you to look closely at the preview before ordering: if you're happy with it, you'll be happy with the kit.

What makes a good photo?

Sharp, well lit, and grain-free, with your subject filling the frame. A file of at least 1 MB works best. JPEG, PNG, and WebP are all fine. Blurry photos or subjects that are far away lose detail on the canvas.

Which size should I choose?

For one person or pet, 12"x16" (30x40cm) works well. For two or three people, go for 16"x20" (40x50cm). For a group photo or lots of detail, pick 16"x20" (40x50cm) or larger. Bigger canvases show more detail.

Round or square drills?

Drills are the small resin gems you place on the canvas. Round drills are a little easier and faster to place, which makes them great for beginners. Square drills line up edge to edge for a fuller, mosaic-like finish. Both sparkle beautifully.

Can I change or cancel my order?

If your order hasn't shipped yet, we'll do our best. Custom kits go into production quickly, so message us as soon as you can with your order number.

What's in the box

What's included in a diamond painting kit?

The printed canvas, all the drills you need (with plenty of spares), a diamond painting pen, wax, and a drill tray. Run short on a color? Let us know and we'll send replacements free.

What's included in a paint by numbers kit?

A numbered canvas, a full set of matching paints, and brushes. Everything you need to start the same evening.

How long does a diamond painting take to finish?

That depends on the size and your pace. A 12"x16" (30x40cm) canvas usually takes 20 to 40 hours. Many people spread it out over a few relaxed weeks.

Shipping and delivery

How much is shipping?

Standard shipping is free on every order, in the US and abroad. For orders outside the US, any import duties or taxes charged by your country are not included.

How long does delivery take?

Custom photo diamond painting and paint by numbers kits are made to order in the USA and usually arrive within 3 to 6 business days in the US. Ready-made kits, mini sets, accessories, custom punch needle kits, and custom puzzles ship from our international warehouse and usually take 9 to 15 business days. Both estimates count from the day you order and include processing. Our shipping policy has the full details.

Do you ship outside the United States?

Yes, we ship worldwide with free standard shipping. International orders usually take 9 to 15 business days, depending on the destination and customs. Delivery estimates come from the carriers and are not guaranteed.

How do I track my order?

You'll get a shipping confirmation email with a tracking link as soon as your order is on its way. You can also check it any time on our track your order page.

Can I ship to a P.O. Box?

Items from our international warehouse may not be deliverable to P.O. Boxes, APO/FPO/DPO addresses, or some remote locations. If your address is a problem, we'll contact you before shipping.

Returns and problems

Can I return my order?

Ready-made kits, mini sets, and accessories can be returned within 30 days of delivery, as long as they're unused and in their original packaging. Custom photo kits are made just for you and can't be returned, unless they arrive damaged or defective. See our return policy for the details.

How do I start a return?

Email info@yourcustomphoto.com with your order number and we'll send you the return instructions. Once we've received and checked your return, the refund goes back to your original payment method within 10 business days.

My kit arrived damaged or something is missing. What now?

We're sorry about that, and we'll fix it. Send us a quick note with a photo and your order number, and we'll send a replacement or a refund. This also applies to custom kits.

My package is lost in transit.

Every order includes free shipping protection. If tracking shows your package is lost or damaged on the way, contact us and we'll replace it or refund you. Packages marked as delivered to the address you provided are not covered, so please choose a safe delivery spot.

Payment and security

Which payment methods do you accept?

Visa, Mastercard, American Express, Maestro, UnionPay, PayPal, Apple Pay, Google Pay, and Shop Pay. You can also buy now and pay later with Klarna. All prices are in US dollars.

Is checkout secure?

Yes. Our checkout runs on Shopify with SSL encryption, and we never see your full card details. Read more in our privacy policy.

Where do I enter a discount code?

At checkout, in the discount code field. The discount shows in your order total before you pay.

About us

Who is behind Your Custom Photo?

Your Custom Photo is run by Innovexa, a small team based in Woerden, the Netherlands. Custom kits are produced in the USA; ready-made kits and accessories ship from our international warehouse. Read our story.

How can I reach you?

Email info@yourcustomphoto.com or use the form on our contact page. We reply within 1 business day.

Your Custom Photo proudly part of Innovexa stationed in the Netherlands.

Where can I find your policies?

Shipping policy, Return and refund policy, Privacy policy, and Terms of service.