Help & answers.

Every piece keeps a Living Memory inside, and playing it takes a second — no app, no account:

1. Wake and unlock your phone.
2. Hold your phone flush against the piece — the back of the phone on Android, the top edge on iPhone.
3. Tap the link that appears on your screen.
4. Your memory plays right there in your browser.

Not opening? Try once more, holding the phone flush and still. To troubleshoot, take the piece off the wall and tap your phone directly against the small black tag on the back. If you still don't see a pop-up, contact us — and please make sure NFC is enabled and turned on in your phone's settings.

Metal pieces are the exception — they play from their included Memory Card, not the piece itself (see below).

No — nothing to download and no account to create. Your memory simply opens in your phone's browser when you tap, and it's private: only your tap brings it up, and it's never listed or searchable online.

The Memory Card is a thick-cardstock card that comes with our metal pieces only. Metal is too dense for a built-in tap, so the card carries your Living Memory — tap or scan the card to play your memory, and the metal surface stays gallery-pure. Our slate, glass and wood pieces don't need one: you tap them directly.

You upload your photo (and any video/album for the memory) right from the product page. We check it's sharp enough for your chosen size, then send you a proof to approve before we make anything. Two free revision rounds are included, so you're confident before production starts.

Production begins once you approve your proof. Prints and Living Décor are usually made within 3–5 business days; Thread Paintings are hand-stitched in roughly 5–10 days; hand-painted mandalas are made to order and we'll give you a date at proofing. Shipping time is added on top. See our Shipping & Delivery policy for details.

Packaging is matched to the piece. Flat prints are wrapped in acid-free paper and sealed in a rigid, bend-resistant stay-flat mailer so they arrive uncreased. Larger prints are rolled in acid-free tissue inside a sturdy 3-inch kraft tube with end caps. Glass, metal and slate pieces are corner-protected and boxed rigidly. Every order ships with tracking.

We ship across Canada and to the United States today — international is coming soon (join the waitlist on any product page). Your exact shipping is calculated at checkout from your destination and the size of your piece. We run free-shipping offers from time to time, and any eligible discount is applied automatically at checkout — so the price you see there is always the one that applies.

Yes. The media you upload is used only to make and support your order and to run the memory feature — we never sell it or use it for ads. For Thread Painting proofs we create the mockup using a third-party AI image service; otherwise your media stays within the providers that fulfil your order. You can ask us to export or delete it anytime. Full detail is in our Privacy Policy.

Your memory media is stored securely on cloud infrastructure (Cloudflare) and served over an encrypted (HTTPS) connection when you tap your piece. We keep your media so the piece keeps working over time, and you can always request a copy of your files from us. We aim to keep memories available continuously.

Wipe metal, glass and slate pieces with a soft, dry (or barely damp) lint-free cloth — no harsh cleaners or abrasives. Keep paper prints out of prolonged direct sunlight and away from damp to preserve the colours. Handle prints by the edges. The Living Memory inside needs no upkeep.

Before you approve your proof, changes are free (that's what the revision rounds are for) and you can cancel for a full refund. Because each piece is hand-made one-of-one, custom orders are final once you approve the proof — which is exactly why we proof carefully first. We always remake or replace anything that arrives damaged or isn't made as approved. See our Refund & Returns policy.