FAQ
***If you are located outside of the USA, please order from my Etsy shop as I am currently unable to do international in this shop, but can still process them over on Etsy. Sorry for the inconvenience.***
Shipping Time Estimates:
Processing time (from when order is placed to when it ships):
3-5 days
Shipping time (from when it ships to when it's delivered):
3-7 business days
I'll do my best to meet these shipping estimates, but I cannot guarantee them.
Returns & exchanges:
I accept cancellations, but requests for cancellation are only accepted within 3 days of purchase.
I don't accept returns or exchanges, but please contact me if you have any problems with your order.
Privacy policy:
FAQ:
How does shipping work?
I ship every order through USPS from Ohio, USA. I package watercolor paintings with a plastic sleeve and backing board in a rigid mailer. I package canvas paintings with foam core/cardbaord and bubble wrap in a cardboard box. Paintings larger than 11x14 inches will be rolled and shipped in a tube.
I don’t have any control over the postal system. Sometimes packages get delayed for unknown reasons that I am not responsible for. I do get basic insurance for all custom orders in case there is a lot of damage or it is lost in transit. But I will try my best to help you find your order and get it to you as fast as possible.
Reach out to me via the contact page or Etsy! I'll have you fill out a form and then get you a quote. Once the deposit is paid, I provide a preliminary sketch in the next week or so. After I show you a photo of the finished painting, you can do 1-2 rounds of changes if you need something fixed. 3 or more changes may be extra. After approval, balance is paid and then I ship the order. I can also provide scans/hi-res photos if possible upon request.
All watercolor paintings are done on flat acid-free cold press watercolor paper and acrylic/oil paintings are done on stretched canvas. I do not do framing.
How long does a custom painting take?
It varies per order and on how busy my schedule is. I can normally complete a painting within a 3-6 week range. It might take me longer because all the custom work is done exclusively by me and I do a couple commissions at a time. If you’d like a painting for a certain date, please contact me first beforehand to make sure it’s possible, but I can't guarantee any need-by dates.
Can I do a deposit for a custom painting or do I have to pay 100% up front?
For custom orders over $100, you can pay 50% of the total for your painting instead of the full amount upfront and it is non-refundable. Then you can pay the rest of what is due when you approve of the final preview. I will only ship your painting once the balance is paid in full.
Will you post my custom painting on social media?
I post some of my favorite pieces on Instagram, Reddit, Facebook, and Bluesky. I normally wait until 2 weeks after a painting is delivered to post just in case it’s a gift. If you don’t want yours posted, just let me know.
Can I cancel my order and get a refund?
If there's a waitlist, no payment is needed until I'm ready to start the order and you can cancel at any time. Once payment is made, you can cancel an order and receive a full refund within 3 days of purchase as long as it hasn't been started yet. I do not accept returns or exchanges of any kind. If you have any special circumstances, please message/email me.
If I don't receive any photos from you by the day your custom painting is up for me to work on, your order will be put on hiatus. I won't work on your order until you contact me. If a significant amount of time has passed where I've had no contact from you, I will process your order as complete and no refund will be given. If you reach out to me later to continue the project, the balance from the previous will be taken into account.
What can and can't I do with my commission?
Custom work is for personal use only. You are able to post the commission on social media or use it as a pfp, but you need to credit me (Willow & Roxas) and/or tag me if possible (@willowandroxas). Any editing, reselling, or duplication of the commissioned artwork is prohibited unless given explicit permission from me, the artist. Licensing is available for an additional fee.
What's your policy on generative ai?
I am personally against the use of gen ai, especially in creative spaces. No gen ai is used in any way with my art. That includes inspiration, references, or any other part of the process. None of my written responses are written with gen ai. You also cannot use commissions (or any of my work in general) to train gen ai, edit in gen ai, and use with any sort of gen ai. I ask that you refrain from giving me any referernce images or desctriptions made using gen ai.
Last updated 5/28/2026