Effective October 16, 2026
These Terms govern the use of neape.com (“Website”) and every order placed with Neape. The Website is operated by Sakae Holdings LLC (“we,” “us,” or “our”), the parent company of Neape. By using the Website or placing an order, you agree to these Terms. If you do not agree, please discontinue use of the Website.
Neape makes keepsakes for the earliest years of family life: illustrated portraits, framed photographs, and framed first artwork. Every piece is made to order and ships from New York to addresses within the United States. All transactions are processed by Sakae Holdings LLC.
The Website and our services are intended for adults aged 18 and above. By using the Website, you confirm that you are at least 18 years old. Photographs and artwork of children are accepted only from a parent, a legal guardian, or someone acting with their permission.
1. Our Services
We offer three keepsakes. Illustrated portraits are drawn by hand by our illustrators from a photograph you provide, in the style you choose, then printed and framed to hang. A portrait may include up to four people or pets. Framed photographs are printed from your image and framed. First artwork is your child’s original drawing or painting, matted and framed. We also offer digital gift cards (Section 8).
Each keepsake is a finished, framed piece. We do not supply digital files.
We may change, add, or withdraw services at any time. Orders already paid for are unaffected.
2. How Ordering Works
Orders are placed on the Website. You choose the keepsake, size, and frame finish, and for an illustrated portrait, the style and the number of people or pets. You then upload your photograph, or a photograph of your child’s artwork, and enter your details.
The price shown for each size is for the finished, framed piece. It includes the illustration or print, archival paper, mat, museum acrylic, frame, and protective packaging. Where a frame finish costs more, the difference is shown beside it. Before you pay, we show the full price: the framed piece, shipping, any packing kit for first artwork, and any applicable sales tax, less any discount code or gift card applied. Nothing is added afterward.
Your order is confirmed once payment is received in full. We then send a confirmation by email with your order number and the date we expect to ship. Work begins after that.
At checkout you are asked to confirm several points, including that all sales are final. Those confirmations form part of these Terms.
First artwork larger than 18 × 24 inches, and pieces that need special handling, are quoted individually. Write to info@neape.com.
Order updates and replies to questions are prepared with the help of automated AI tools and overseen by a person. Illustrations are made by human illustrators. To reach a person at any point, write to info@neape.com.
We may decline any order and refund it in full, including where we believe an image is unsuitable, that you do not hold the rights to it, or that we cannot frame a piece safely.
3. The Photographs You Send
Please send the original image from your camera or phone. Screenshots and copies saved from messaging apps lose detail. The quality of a printed photograph, and the likeness of an illustrated portrait, depend on the image you send.
If an image is not suitable for the size you chose, we will ask for another. If you have no other, you may choose to go ahead with that image or to receive a full refund before anything is made.
Professional photographs usually belong to the photographer. If your image was taken by a professional, you need their written permission for us to print or illustrate it, and we may ask to see it.
4. Proofs and Approval
Illustrated portraits. We send a proof by email before the piece is printed. One round of revisions is included. Please send every change you would like in a single message. No further revisions are offered: once you have seen the revised proof, you choose between it and the first proof. When you approve a proof, the piece goes into production and no further changes can be made.
If we do not hear from you. We send reminders after a proof goes out. If we have had no reply within thirty days of sending a proof, the latest proof is treated as approved and we complete and ship your order.
An interpretation. An illustrated portrait is an artist’s interpretation of a photograph in the style you chose, and an exact likeness is not guaranteed.
Framed photographs. Your photograph is printed as supplied, with light color correction only. We do not retouch. Where the proportions of your image differ from the print size, we send a crop preview for you to confirm.
Natural variation. Colors may differ slightly between a screen and the finished piece. Wood grain, paper tone, and hand finishing vary from piece to piece. These variations are not defects.
5. Your Photographs and Artwork
5.1 What You Confirm
By sending us a photograph or artwork, you confirm that you own it or have the permission of whoever does, including any professional photographer, and that you are the parent or legal guardian of any child shown, or have that person’s permission.
5.2 What You Allow Us to Do
You give us permission to use what you send solely to make and deliver your order. This includes passing it to the illustrators, printers, and framers who work on your piece. We do not use your photographs, artwork, or finished piece for advertising, on social media, or anywhere public.
5.3 Deletion
We delete your photographs and digital files within seven days of delivery. Details are set out on our Privacy page, which forms part of these Terms.
6. First Artwork: Your Originals
6.1 What We Frame
We frame children’s and family artwork on paper or thin card, up to 18 × 24 inches, in the sizes offered on the Website. We do not accept artwork with resale or collectible value, and you agree not to send it.
6.2 Collection
Manhattan and Brooklyn. We collect your artwork by hand from your home, at a time we agree with you and at no charge.
Everywhere else in the United States. We send you a packing kit with a prepaid, insured label, and the cost of the kit is shown at checkout. You pack the artwork as the kit’s instructions describe, and USPS or UPS collects it from your home on a day you choose. Artwork packed in any other way travels at your own risk.
We recommend that you photograph both sides of the artwork before it leaves you.
If a packing kit has not been used within ninety days of reaching you, we may close the order and refund it, less the cost of the kit and labels.
6.3 When Your Artwork Arrives
We check, photograph, and measure every original when it reaches us. We also make a high-resolution scan as a safety copy, and you authorize us to do so. The scan is used only if the original is later lost or damaged, and it is deleted with the rest of your files.
If your artwork arrives damaged, or is larger than the size you ordered, we will write to you before doing anything further. You may choose to go ahead, paying any difference in price, or to have the artwork returned with a refund less the cost of the kit and labels.
6.4 How We Handle It
Originals are never trimmed, glued, or altered. They are mounted by reversible methods with acid-free materials.
6.5 Risk to Originals
We handle every original with care. Even so, mounting, framing, and shipping carry risk, and children’s artwork is often fragile.
If an original is lost or damaged while in our care, or in transit under a label we provided, we will refund your order in full and, where we hold a safety scan, send you a framed print of the artwork at no cost. This is the only remedy. To the fullest extent permitted by law, our liability for any original is limited to the amount you paid for that order, and we are not liable for sentimental or emotional loss. Please send only what you are comfortable entrusting to this process.
7. Payment
Prices are in USD. The full price, including shipping, any packing kit, and any applicable sales tax, is shown before you pay. Any amount not covered by a gift card is paid in full through Stripe, and the charge appears on your statement as NEAPE. We do not receive or store your full card details.
Discount codes apply to the framed piece and its options, not to shipping or packing kits. Only one discount code can be used per order, and codes cannot be used to buy gift cards.
8. Gift Cards
Buying a gift card. Neape gift cards are digital. Each is sent by email, either to the recipient on the date you choose or to you to print or forward, with a printable card attached. Sales tax is not charged when a gift card is bought; it applies to what the card is later spent on. Discount codes cannot be used to buy a gift card, and a gift card cannot be used to buy another.
Using a gift card. Enter the code at checkout, before you pay. A gift card can be used toward any keepsake, shipping, any packing kit, and sales tax. Sales tax is calculated on the full price of the order before the gift card is applied. If the card does not cover the full amount, the rest is paid through Stripe. Any balance left stays on the card for later orders and is shown at checkout and in your order confirmation. To check a balance at any time, write to info@neape.com.
No expiry, no cash. Gift cards do not expire and carry no fees. They cannot be exchanged for cash, returned, or refunded, except where the law requires otherwise. If an order paid with a gift card is refunded under these Terms, the amount paid by gift card is returned to the card.
Keep the code safe. Treat a gift card code like cash: anyone who has it can use it. We are not responsible for a code that is lost, stolen, or shared. We can resend a card to the email address it was sent to, and if the address given at purchase was wrong, we will correct it and resend the card, provided it has not been used.
Cancellation. We may cancel a gift card that was bought fraudulently or with a payment method used without authorization.
9. Shipping and Timing
We ship within the United States only, by USPS or UPS, to street addresses. The shipping cost depends on the size of the piece and the delivery ZIP code, and is shown at checkout. A separate fee applies to Alaska and Hawaii.
Orders usually ship within one to two weeks: from payment for framed photographs, from your approval of the proof for illustrated portraits, and from the arrival of your original for first artwork. These are estimates and not guarantees. Order deadlines for holiday delivery are published on the Website.
Details are on our Shipping page, which forms part of these Terms.
10. All Sales Final
Every piece is made to order for one family. For that reason all sales are final: once payment is made, orders cannot be cancelled, returned, exchanged, or refunded, except where these Terms say otherwise. This applies to orders paid in whole or in part with a gift card, and to gift cards themselves.
11. If Your Piece Arrives Damaged
Illustrated portraits and framed photographs. We will remake the piece and send it to you at no cost.
First artwork. If the frame or glazing is damaged and the artwork itself is unharmed, we will send a prepaid, insured label, reframe the piece, and return it to you at no cost. If the original itself is damaged, Section 6.5 applies.
How to tell us. Write to info@neape.com within seven days of delivery with your order number and photographs of the piece, the packaging, and the shipping label. Please keep the packaging until we have replied. One replacement is provided for each order.
Delivery. Our responsibility for a shipment ends when the carrier confirms delivery to the address you gave us. If a package is shown as delivered and you have not received it, or it appears to be lost, write to us and we will open a trace with the carrier. Orders returned to us because of an incorrect address are sent again at your cost.
The remedies in this section and in Section 6.5 are the only remedies for loss or damage.
12. Ownership
The photographs and artwork you send remain yours. Illustrations we create, including sketches, proofs, and final files, are owned by Sakae Holdings LLC. When you buy an illustrated portrait, you own the physical piece and may enjoy and share it for personal, non-commercial purposes. You may not reproduce it for sale or use it commercially without our written permission.
13. Acceptable Use
You agree to use the Website only for lawful purposes. Prohibited activities include:
- Unauthorized Access: attempting to interfere with Website performance or security.
- Images Without Rights: sending photographs or artwork you have no right to use, or images of a child without the permission of a parent or legal guardian.
- Unlawful Content: sending any image that is unlawful, indecent, or harmful.
- Fraudulent Activity: providing false information or using a payment method without authorization.
- Gift Card Misuse: guessing, reselling, or publicly posting gift card codes.
We may refuse or cancel any order that breaches these Terms.
14. Intellectual Property
All content on the Website—including text, imagery, branding, and layout—is owned by Sakae Holdings LLC or its licensors. Use or reproduction without written permission is prohibited.
15. Third-Party Services
Payments are processed by Stripe, and collections and deliveries are made by USPS and UPS. The Website may also link to other sites, such as Instagram. Sakae Holdings LLC is not responsible for the content, policies, or practices of any third party.
16. Disclaimers and Limitation of Liability
The Website and its content are provided “as is” without warranties of any kind, express or implied, to the fullest extent permitted by law. We do not guarantee uninterrupted or error-free access.
To the fullest extent permitted by law, Sakae Holdings LLC is not liable for indirect, incidental, or consequential damages, including sentimental or emotional loss, arising from use of the Website or from any order. Our total liability for any claim relating to an order is limited to the amount you paid for that order. Section 6.5 applies in full to original artwork. Nothing in these Terms removes rights that cannot be waived under applicable law.
17. Indemnification
You agree to indemnify and hold harmless Sakae Holdings LLC, its affiliates, officers, employees, and contractors from any claims, damages, or legal actions arising from your use of the Website, the photographs or artwork you send us, or your violation of these Terms.
18. Force Majeure
Sakae Holdings LLC shall not be liable for delays or failure to perform due to causes beyond its reasonable control, including natural disasters, pandemics, governmental actions, supply chain disruptions, carrier delays, or internet outages.
19. Dispute Resolution
Informal Resolution. Before initiating legal proceedings or disputing a charge with your card issuer, you agree to contact us at info@neape.com to attempt to resolve any concern informally. We will make a good-faith effort to respond within thirty days.
Mediation or Arbitration. If no resolution is reached, any dispute will be submitted to confidential mediation or arbitration in New York, prior to any court filing.
Jurisdiction. All disputes shall be governed by the laws of the State of New York, without regard to its conflict of law rules. Venue shall be the state or federal courts located in New York County.
20. Changes to These Terms
We may update these Terms at any time. The revised version will be posted on neape.com with an updated effective date. Continued use of the Website after any revision constitutes acceptance of the updated Terms. The Terms in effect when you pay for an order apply to that order.
21. Contact
For questions about these Terms or an order, write to info@neape.com.
Our approach to accessibility is set out on our Accessibility page. If you encounter a barrier or need assistance, write to info@neape.com with “Accessibility” in the subject line.
