FAQ's

 

 

What makes a good photo?

The best photos are well lit with natural lighting and ideally without a filter. The best portraits are from photos taken close up and head on. If possible avoid photos where your pet is lying down. We struggle to work with blurry or poor quality images - but will always do our best to work with what you send and if in doubt, just reach out! We are always on hand to give advice before you place your order. 

Do you only do Cats & Dogs?

No! We will happily create a portrait of any animal. From fluffy bunnies to vibrant birds, we know how important our pets are in any shape and size - not just the four legged variety! We suggest you send us a photo and we will offer any advice as to how suitable it is to create a portrait.

Can I see my portrait before it is printed?

Our portraits go on quite the journey before they reach you from design, to print and transit. Because of this and in order to get it to you as efficiently as we can we don’t offer a proofing service. If however, the image you send us will not make a great portrait, we will let you know before we get to work, and work with you in finding a more suitable option to ensure you are 100% happy with the end result.

I’m dissatisfied with my portrait, what should I do?

If you are not 100% happy with the final portrait, please get in touch in the first instance and we will see how we can help you.

What is your returns policy?

Due to the customised nature of our products, we are unable to accept returns if you change your mind, however we will work with you to resolve any issues you may have if there is a problem with the portrait you receive.

Can I cancel my order?

We get to work pretty swiftly so it isn’t always possible, however we aren’t in the business of disappointing customers. If you do wish to cancel your order, please get in touch as soon as possible. Refunds will only be made at our discretion and will not be possible after 12 hours from placing your order. 

What do I do if my item arrives damaged?

Our products are well packaged in suitable packaging so damages are very unlikely, however by nature glass isn’t immune from breakages. If your item arrives damaged please get in touch within 48 hours. Providing as much detail as possible along with photos of the damage will speed up the process of being able to replace it.

Can I track my order?

Yes. You will receive an email confirmation along with tracking information on despatch.

When will I receive my order?

Due to the customised nature of our products, our portraits go through 2 stages. First we illustrate the portrait before it is sent to print. We aim to dispatch unframed prints within 7 - 10 days. Our framed prints are hand framed so the printing and framing process takes additional time and are usually dispatched in 7 - 10 days but can take up to 14 days during busy periods. 

My order is for a gift, and i'm worried it won't arrive in time

Let us know it's a gift in the comments box during checkout & we'll pop a gift certificate in the post. It's a FREE service and informs your recipient that you've ordered a custom portrait for them and it will be there soon. Boxed and ready to wrap, or present as is - to ensure you aren't turning up empty handed.