> ## Documentation Index
> Fetch the complete documentation index at: https://help.bareface.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Your Bareface Orders and Download Your Files

> Learn how to view your order status, download your high-resolution portrait files, request changes, and cancel an order within the allowed window.

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.

## Accessing Your Account

Navigate to [bareface.io](https://www.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.

## Understanding Order Statuses

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

| Status              | What it means                                                                  |
| ------------------- | ------------------------------------------------------------------------------ |
| **In Production**   | Your portrait has been matched to an artist and work has begun.                |
| **Awaiting Review** | Your portrait is complete and ready for you to review and request refinements. |
| **Delivered**       | You have approved the final portrait and your files are ready to download.     |

## Downloading Your Files

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

<Steps>
  <Step title="Log in to your account">
    Go to [bareface.io](https://www.bareface.io) and sign in with your email address.
  </Step>

  <Step title="Open the order">
    Locate the relevant order on your dashboard and click to open it.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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.

## 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:

* **Email:** [support@bareface.io](mailto:support@bareface.io)
* **Contact form:** [bareface.io/contact](https://www.bareface.io/contact)

The team typically responds within one business day.

## Cancelling an Order

If you need to cancel your order, act immediately — the cancellation window is narrow.

<Warning>
  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.
</Warning>

To request a cancellation, email [hey@bareface.io](mailto: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.