Orders & Payments

What is the 'Jump the queue' option?

Jump the queue means we put your order right to the top of the pile, meaning you will receive your preview within 2 working days or less rather than the usual 5 working days.

Can I cancel my order?

You can cancel your order and receive a full refund up until the point your order has started processing. Processing starts once our team has reviewed your photos. Due to the personalised nature of our products we cannot offer refunds on items which have already been reviewed by our team.

If you have been sent a request for alternative photos but have no other photos available, we can continue with the original photos provided or you can exchange your order for a Gift Card of equivalent value.

If your item arrives damaged however we will of course reprint and send a replacement item.

Gift Card purchases cannot be cancelled and are are non refundable.

How long does a refund take?

When a refund is issued you will receive confirmation via email.

Please allow up to 10 working days for the funds to be deposited into your account.

I have received an email to upload a new photo

After you have placed your order one of our expert team will check over your photos to make sure they meet all the requirements for a quality portrait. This process normally takes 1 working day.

We check everything from resolution, sharpness, distance from pet, angle the photo was taken at and other aspects. Uploading a suitable photo goes a long way to making sure your finished design is as good as it can be.

If for any reason none of your uploaded photos are suitable, our team will send a Request for New Photos. This will be sent via email and SMS (where available).

The email contains reasons why your images were not suitable and a handy guide to getting the best possible photos for your design. There will also be a link to send new photos which our team will review once uploaded.

We create your artwork, using the exact photo uploaded. It is your responsibility to submit a high quality photo that adheres to our guidelines.

We cannot offer refunds for photos that do not meet the criteria outlined in our guide. Low quality photos will result in low quality artwork. If we feel that the photo provided isn’t in line with our Photo Guide, we may ask again for an alternative image.

How do I upload a new photo?

There are 2 ways to upload a new photo for your design, please make sure you select the correct method or this could delay your order.

I have NOT received my preview yet and have had an email or text requesting new photos.

If you have just placed your order and have had a request to upload some new photos for your design, you can do this by clicking the link in the email sent and following the guide.

I HAVE received my preview but want to change the photo used in it.

If you have received your preview but would like us to use a different photo, you can upload new ones by clicking the "Request Changes" button on your preview page.

Why was my pet's photo rejected?

After you have placed your order one of our expert team will check over your photos to make sure they meet all the requirements for a quality portrait. This process normally takes 1 working day.

If we have sent a request for a new photo, it is usually for one of the following reasons...

BLURRY OR DARK

Please ensure your photo is sharp and taken in good neutral light. Also try to avoid direct sunlight as this can cast harsh shadows

TAKEN FROM ABOVE

Photos taken down at your pet's eye level always work best

USED A SCREENSHOT

Please use original photos where possible, screenshots are often low quality

AWKWARD POSTURE

Photos taken with your pet at an awkward angle such as laying down or looking over their shoulder are usually not suitable

TAKEN TOO FAR AWAY

We just need your pet's head and shoulders so try not to use a photo taken at a distance

FEATURES ARE MISSING

Make sure we can see all of your pet's face and head and that any large ears are within the frame of the photo

I haven't received my digital copy?

Digital copies are usually sent via email and/or SMS within 15 minutes of you approving your portrait design.

If you have not received your digital copy the first thing to do is check your Spam, Junk or Promotional folders as sometimes our emails can land in there.

If you have done this but still cannot find your digital copy please get in touch with one of your helpful team.