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Every Bareface portrait is a bespoke commission hand-drawn by a studio artist — so understanding where your order stands and how to retrieve your files makes the whole experience smoother. This page walks you through accessing your account, reading your order status, downloading your delivered files, and getting help if something isn’t right.

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Accessing Your Account

Navigate to bareface.io and sign in using the email address you used at checkout. Your account dashboard lists every order you have placed, along with its current status and any available actions.

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Understanding Order Statuses

Each order moves through a defined set of stages. Here is what each status means:

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Downloading Your Files

When your order reaches Delivered status, your high-resolution files are available immediately in your account portal.
1

Log in to your account

Go to bareface.io and sign in with your email address.
2

Open the order

Locate the relevant order on your dashboard and click to open it.
3

Download your files

Click the Download Files button to save your high-resolution PNG and JPEG files to your device. If source files (PSD) were included in your order, they will appear here as well.
Your files are stored in your account portal for one year from the date of purchase. Download and save them to a secure location well before that window closes.

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Requesting Refinements

Every commission includes two complimentary rounds of refinements. When your order status shows Awaiting Review, open the order in your account to review your portrait and submit any adjustment requests through the proofing platform. Common requests include refining collar details, adjusting background tone, or softening minor distractions. Facial features and expressions are drawn directly from your reference photograph and cannot be changed during refinements.

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Having a Problem With Your Order?

If you experience any issue — a missing file, a question about your portrait, or anything else — reach out to the client service team directly: The team typically responds within one business day.

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Cancelling an Order

If you need to cancel your order, act immediately — the cancellation window is narrow.
Cancellations are not possible once production has begun. Once a studio artist has started work on your commission, the order cannot be cancelled or refunded under any circumstances.
To request a cancellation, email hey@bareface.io as soon as possible. Cancellations are only accepted when both of the following conditions are met:
  1. Your request is submitted within 24 business hours of your purchase.
  2. Production has not yet started on your commission.
Orders that meet both conditions are eligible for a full refund. Once either condition is no longer met, all sales are final.