Questions
Everything people ask
If the answer you want is not here, ask us. We would rather answer than have you guess.
How long until you see it?
Within 24 hours of your order, and usually sooner. Each round of changes comes back within 24 hours too.
What if you want something changed?
Tell us in plain words — "her dress was green", "the background is too warm". Three rounds are included and most photos need one or none.
What happens to your photo?
It stays yours. We keep the photographs for a year after you approve, so you can download again whenever you need to, then we delete them. Never published, never sold.
When does the print get made?
Only after you approve. Then 6 to 15 business days — the print is made first, then shipped — with shipping included.
What is the difference between $24.90 USD and $49.90 USD?
$24.90 USD is the restored photograph, sent to you at full resolution. $49.90 USD is the same photograph and a framed print, shipped free. Everything else — the 24 hours, the three rounds, the refund — is the same either way.
Why pay for this when the AI tools are free?
You can use one, and it is worth trying first — it costs nothing, and on a lightly faded photograph it is often enough. The difference is not how good the picture looks. A generative tool does not repair your photograph; it makes a new one that resembles it, and where the damage took part of a face it fills the gap with what a face of that kind usually looks like. The gap closes, and whether what closed it belongs to the person in your photograph is not a question the tool is answering. Here, what is still in the photograph is what gets put back, and where something is genuinely gone we say so and ask you what was there rather than inventing it. Then three rounds of changes, in your own words. One payment, no subscription.
What if the photo is too far gone?
Then we say so, before you pay. Describe it through the free look on the home page, or email us the photograph itself, and we write back honestly, including when the answer is no. We would rather turn one down than take money for a disappointment.
Do you need the original photograph posted to us?
No. Nothing fragile travels. A scan is ideal, and a photograph of the photograph taken on a phone works more often than people expect — flat, in daylight, no flash.
How good does the photo you send need to be?
Bigger is better, but do not agonise over it. The upload field tells you the formats and sizes it accepts before you choose a file, and it says plainly if the one you picked is too small to work from.
Who actually sees the photograph?
The studio, while it is being worked on. If you ordered a print, the photograph also goes to Gelato, who print it — after you approve it, never before, and only to make your print.
What if you are still not happy at the end?
You get your money back in full, print included, with nothing to send back. Three rounds of changes come first, and if the result still is not what you hoped for, we refund you.
Still not sure your photo can be saved?
Tell us what is wrong with it before you pay anything — or email us the photograph itself — and we write back honestly, including when the answer is no.