Frequently Asked Questions

Yes, of course!
All you have to do is follow the numbers on the canvas to paint, so even beginners can enjoy creating authentic artwork with confidence.

Your painting kit includes the following so you can start painting as soon as it arrives:

• Canvas with numbers...1
• Set of acrylic paint pots...1
• Paint brushes...3
• Color card...1

It will be useful to have a cup of water for rinsing your paintbrushes, as well as paper towels and tissues.

The 24 colors are simple and easy to apply, making it recommended for beginners.

The 36 colors create natural shadows for a more three-dimensional finish.

The 48 colors allow you to enjoy delicate gradations, making it perfect for those who want to create authentic works of art.

Please note that the number of colors included in the kit may vary slightly depending on the photo.

Even beginners can complete a painting with 48 colors.

However, since there are more colors, the areas to paint become more detailed and it may take longer to finish.

If you’re new or want a more casual experience, we recommend 24 colors.

If you’re looking for a more detailed and refined result, 48 colors is the better choice.

Please note that depending on the image, even kits with fewer colors may still include some detailed areas.

The time required depends on the design and number of colors, but most paintings take around 15–30 hours to complete.

Some people finish it in a few days, while others enjoy working on it little by little over a few weeks.

You can go at your own pace and paint whenever you have time.

In principle, we reproduce the colors of the submitted image as faithfully as possible. However, due to differences in color reproduction between digital images and actual paints, the final colors may not be exactly the same.

We recommend painting it thoroughly so that the numbers on the canvas are no longer visible.

Also, paint dries out easily when exposed to air, so be sure to close the lid tightly after use.

Don't rush, just enjoy at your own pace.

If a color is used frequently, we include extra paint in advance so you can paint with confidence and even apply multiple layers. So you can relax and enjoy adding as many layers as you like.

If you happen to run out of paint, you can purchase only the colors you need from our Paint Refill page.

If you lose track of the numbers on the canvas, don’t worry — even if you paint a slightly different number, it won’t have a big impact on the finished artwork.

You don’t always have to follow the printed numbers strictly, so we also recommend enjoying your own arrangements as you go.

Paint dries out easily when exposed to air, so be sure to close the lid tightly after use.

If the paint has dried and become hard, add 1-2 drops of water to the container and mix to soften the paint.

Yes, you can stop anytime and continue whenever you’re ready.

Acrylic paints can be layered even after they dry, so you can work on your painting at your own pace.

Yes, children can enjoy it too.

Since you simply paint by following the numbers, it’s easy even for beginners.

For younger children, we recommend working together with a parent or guardian.

No, the frame is not included.

You can display the canvas as it is, but adding a frame will enhance its look as wall art.

Our frames are designed to fit your canvas perfectly, with no tools or adjustments needed—just place it in the frame and display it.

A Custom Kit is a paint-by-numbers kit that lets you turn your photo or illustration into a one-of-a-kind piece of art.

We create a custom canvas with numbered outlines based on your image, and deliver it along with all the paints and brushes you need to complete your painting.

You can create a canvas from almost any photo, including portraits, pets, and landscapes.

You can also use illustrations, not just photos.

For best results, we recommend using our image editing service to prepare your image before ordering.

Yes, you can upload illustrations as well as photos.

It depends on the result you’re looking for.

Illustrations allow for more creative expression, including richer colors, adjusted compositions, and stylized details such as gradients or lighting effects. This often results in a more artistic and refined finish.

On the other hand, photos are recommended if you want to stay close to the original image.

If your photo is not high resolution, converting it into an illustration using our image editing service can help achieve a cleaner and more polished result.

Please use our image editing service to prepare your image for your custom kit.

Download the edited image and upload it when placing your order.

As long as the image is not blurry, photos taken with a smartphone can be used without any issues.

If your photo is old or low resolution, we recommend converting it into an illustration using our image editing service for a cleaner and more refined result.

We’re sorry, but we do not offer design previews before ordering.

If you’re unsure which photo to choose, feel free to contact us—our support team will be happy to help.

Once your order is placed, production begins immediately, so we’re unable to accept changes to the submitted image.

Please make sure to double-check your image before completing your order.

If you are using an in-app browser such as LINE or Instagram, image uploads may not work properly.

In that case, please reopen the page in a standard browser like Safari or Chrome and try again.

Text in your image will be included, but small or intricate fonts may not be reproduced clearly.

In particular, text with low contrast or colors similar to the background may not appear clearly on the canvas.

If you want the text to be clearly visible, we recommend using an image where the text is large and easy to read.

Please note that we cannot guarantee the accuracy of text reproduction.

You can check the image you submitted with your order in the order confirmation email or via the order details on youraccount page.

All of our products are made to order, so it typically takes about 2 weeks to ship.

After placing your order, a confirmation email is usually sent automatically.

If you haven’t received it, there may be an error in the email address you entered.

Please double-check your email address, especially the domain (e.g. @icloud.com or @gmail.com), as this is a common cause of issues.

Also, check your spam or junk folder.

If you still can’t find the email, please contact us through our contact form.

Yes, once your order has been shipped, you will receive a shipping confirmation email with a tracking number to check the delivery status.

You can also check the estimated shipping date in the order details on your account page.

As our products are made to order, we do not accept returns or exchanges for customer convenience.

Yes, we offer an optional gift bag that fits one art kit. If you would like one, please select the gift bag option when placing your order. It will be delivered together with your item.

No, we do not include invoices or any documents showing prices in the package.

However, please note that shipping labels or customs documentation may vary depending on the destination.

If a package is returned to us due to an extended absence, incorrect address, refusal of delivery, or similar reasons, reshipment can only be arranged within 7 days after the package arrives back at our office.

Please note that reshipment is considered customer responsibility, and additional charges for round-trip shipping, packaging materials, and administrative handling fees will apply. The order will be resent only after payment has been confirmed.

If we do not hear from you within 7 days after the package is returned to us, the order will be canceled.
Please note that no refunds will be issued in this case.

Depending on the destination country or region and your order, customs duties, import taxes, or other fees may apply. The amount and conditions are determined by the customs authority at the destination.

Any duties, import taxes, or other fees not collected at checkout are the customer’s responsibility.

We accept the following payment methods.

• Credit cards
• Digital wallets (Apple Pay, Google Pay, Shop Pay)
• QR code payments (PayPay, NAVER Pay)
• Buy now, pay later (Paidy)

Yes, you can download your receipt from the “Download receipt” link in your order confirmation email.

This is a free image editing tool designed for Paint Yours.

You can edit your photo for use in your custom kit order.

Simply download the edited image and upload it when placing your order.

Yes, it’s free to use. However, if a large number of requests are made in a short period of time, usage may be temporarily limited.

It depends on your desired result.

“Illustration output” creates a more artistic and expressive image, while “Photo output” keeps the original look of your photo.

Choose based on the style you prefer.

Distortion can occur if the aspect ratio of your original image differs significantly from the selected canvas size.

For best results, crop your image to match the canvas ratio before processing.

Images may not download properly when using in-app browsers like LINE or Instagram.

Please open the image editing service in Safari, Chrome, or another standard browser.

Yes. Your image data is handled securely and appropriately protected.

An eGift Card is a digital gift card that can be used on the official Paint Yours online store.

After purchase, a gift code will be issued, which can be sent to someone via LINE, email, or other messaging services. The recipient can then use the gift card to order any product of their choice from the store.

Yes. The eGift Card is valid for 180 days from the date of purchase.

Please note that once the expiration date has passed, the gift card will become invalid regardless of any remaining balance, and any unused balance will no longer be available for use.

After your purchase, the gift code is usually sent to your registered email address within 5 minutes.

Please note that the gift code will be sent in a separate email from your order confirmation email.

If you cannot find the email, please check your spam or junk folder and review your email reception settings.

If you still cannot locate it, please contact us through our inquiry form.

No. eGift Cards cannot be purchased together with other products.

Please place a separate order for the eGift Card only.

You can check your remaining eGift Card balance by entering your gift code in the eGift Card balance.

No. If there is any remaining balance after your purchase, you can use it for future orders.

Yes. If your purchase amount exceeds the remaining balance on your eGift Card, you can pay the difference using another payment method, such as a credit card.

Yes. You can use coupons and other gift codes together with your eGift Card.

Your friend gets a 10% OFF coupon for their first purchase, and you receive store credit once their qualifying order has been shipped.

You need at least one past paid order. After logging in, you can find your referral link on the referral page.

They open your referral link and enter their email address. The offer is for people who have not purchased from us before. Customers who have already registered but have not yet purchased are also eligible. Your friend should order with the email address they used to claim the coupon.

No. Referral coupons are only available to people who have never purchased from our store. Friends who have purchased before cannot receive a referral coupon, and the referrer will not receive a reward.

It can be used once per person on the first order, and it is valid for 30 days after it is claimed. Please check the coupon details for the minimum purchase amount and expiry date.

After your friend uses the referral coupon and their qualifying order has been shipped. It may take a little longer if the order needs to be reviewed.

In the currency of your most recent paid order at the time your friend claimed the coupon. It does not depend on the currency your friend pays in.

No, there is no limit. You receive a reward for each referred friend who meets the conditions. Referring the same person more than once does not count.

After logging in, check "Your referrals" on the referral page. We will also email you when a reward is issued.

Referrals that do not meet the conditions, such as referring yourself, are not eligible. A friend who has purchased from us before, or who has already claimed a referral coupon, cannot claim a new coupon. Your store credit is issued after your friend's qualifying order has been shipped.

If a cancellation, a full refund or a partial refund means the order no longer meets the conditions, the referral reward may be cancelled or adjusted.

It is credit you can spend on future purchases on our site. Log in and choose to use it at checkout.

No. Neither you nor your friend will be told the other's personal information.

Store credit is a balance you can use for purchases at Paint Yours. You can check your available balance on your account page.

You earn store credit on eligible purchases at the rate of your membership stage: WHITE 1%, SILVER 2%, GOLD 3%. You can also receive it by referring friends.

The product total after discounts (tax included), minus any part paid with store credit or gift cards. Shipping, refunded amounts and cancelled orders are not included.

Yes. It is added to the customer record of the email address used for the order. To see or use your balance, log in with the same email address you used when you ordered.

Log in, shop as usual, and choose to use your store credit at checkout. You can use up to the amount of your payment. There is no need to exchange it for a coupon or enter a code.

Store credit can be used for payments in the same currency it was issued in. Balances in different currencies are not combined or converted automatically.

Log in to the membership page to see your store credit balance, expiry dates and history.

Store credit for a purchase is added after your order has been shipped.

Yes, 365 days after it is issued. You can check the expiry date of each balance on the membership page.

Yes, store credit can be used together with discount coupons.

By your eligible purchases over the calendar year from January 1 to December 31 (Japan time). Stage thresholds are set in Japanese yen (JPY) for all currencies. The stage you reached with last year's eligible purchases is kept this year, and you move up as soon as this year's eligible purchases reach the next stage.

The product total after discounts on paid orders, minus any part paid with store credit or gift cards. Shipping, refunded amounts and cancelled orders are not included.