Frequently asked questions
From uploading their photo to finding the perfect spot on your wall, here’s what you need to know.
Previews & your artwork
Can I see my pet’s portrait before I order?
Yes. On product pages with our preview tool, upload your pet’s photo to see their portraits before placing an order. Your previews appear as each one is ready. You can then choose the artwork and product options you love.
Do you use AI to create the portraits?
Yes. We use AI image tools to create personalised portraits from your pet’s photo in our collection styles. These portraits are not entirely hand-drawn from scratch. Our team is available to help with questions and requested changes before you finalise your artwork.
How do you make the portrait look like my pet?
Your uploaded photo is the starting point. It helps guide the portrait’s features, coat colours and markings, while your chosen collection provides the outfit and setting. Check your previews carefully and let us know if a detail needs changing.
What if I don’t like the result?
You can request unlimited artwork revisions at no extra charge before you approve the final design. If you have already ordered and are still unhappy after revisions, you can request a full refund before approving your artwork. Please contact us before finalising.
Will my portrait be printed automatically?
No. We only send your artwork to print after you approve the final design. Please check the details carefully before giving your approval.
How do the four-portrait collections work?
Upload one photo to preview your pet in the four styles shown on the collection’s product page. Choose your favourites and the available digital or print options. Check that page for exactly what is included in your order.
Photos & personalisation
What kind of photo should I upload?
- Choose a clear, sharp photo taken in good natural light.
- Keep your pet’s face and ears visible, ideally at their eye level.
- Use a photo that shows their usual coat colours and markings.
- Avoid blurry photos, heavy filters, deep shadows or anything covering their face.
If you are unsure, send us your photo through live chat or email and we can help.
Do you only create portraits of cats and dogs?
No. We can create portraits of other pets too, including rabbits, birds and more. If you are unsure whether a collection will suit your pet, contact us before ordering.
Can I include more than one pet?
Some products offer options for up to three pets or people. Our automated collection previews currently use one pet per portrait, so please contact us before ordering a portrait with multiple subjects. For more than three subjects, email us for a quote.
Can I request a different outfit, background or custom scene?
Yes. Contact us through live chat or email before ordering to discuss your idea. We will confirm what is possible and any additional cost before you proceed.
Can I add my pet’s name?
If your product offers a name option, enter it when ordering. Some collection previews do not include names. If you would like a name added, contact us so we can confirm the available options before you finalise.
Orders, changes & refunds
Can I change my artwork or order?
Contact us as soon as possible. You can request artwork changes before approving the final design. For changes to your product, size or delivery details, please contact us so we can check what is still possible. Once an approved order has been sent to print, it cannot be changed or cancelled.
Can I cancel my order or get a refund?
If you are unhappy with your artwork, we offer unlimited revisions before approval. If you are still not satisfied, you can request cancellation and a full refund before approving the final design.
Once you approve the artwork and we deliver the final digital files or send the order to print, we cannot offer cancellation or a refund for a change of mind. If your item is damaged or has a quality issue, please contact us for help.
What if my print arrives damaged or has a quality issue?
Please contact us within seven days of receiving your order, with your order number and photos showing the issue. We will help arrange a replacement or refund as appropriate.
Which payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard and American Express, as well as Apple Pay, Google Pay and PayPal where available. The available payment options are shown at checkout.
Prints & delivery
What materials do you use?
Our canvas prints use a cotton and polyester canvas composite with a protective coating, stretched over a frame made from radiata pine sourced from renewable forests. Soft rubber dots on the lower back corners provide support.
Materials and finishes vary by product, so check the product description for the details of your chosen print.
Where do you ship from?
We work with production partners in locations including the US, Spain and the UK. The dispatch location depends on your product and delivery address.
Where do you deliver?
We deliver physical prints to the US, UK and European countries. Check availability for your delivery address at checkout, or contact us if you are unsure.
How long does shipping take?
These are estimated shipping times after dispatch. Artwork approval and print production take additional time.
| Destination | Estimated time |
|---|---|
| United States | 3–5 days |
| United Kingdom | 3–5 days |
| Mainland EU | 3–5 days |
| Ireland | 5–15 days |
These are estimates rather than guaranteed arrival dates. If you need a portrait for a particular date, contact us before ordering.
Is shipping free?
Check your product page and checkout for any free shipping offer and the delivery charge, if applicable, for your address. Your shipping cost is shown before you pay.
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