Questions & Answers
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Frequently Asked Questions
Artwork Questions
Yes! We create portraits for unique pets around the world, from cute bunnies to pet birds. If it's an animal, we'll likely create a portrait for you. Please note: at this time, we do not make portraits of humans (no matter how cute you are!)
Before each photo becomes a portrait, we review it thoroughly. We take into account the pet's positioning, lighting, and other factors. You will be notified using the information you provided with your order if we determine that the image quality is insufficient to create a beautiful portrait.
Yes! We value modern and simple designs as much as you do. If you prefer to have the portrait designed without your pet's name, simply leave the text field blank.
1.) The photo should be taken in a well-lit area. Ideally without filters and in natural light.
2.) Close up and with the head on, showing as much of the ears, head, neck, and chest as possible. This will allow us to get a good crop of your pet's face. Photos of your pet lying down are not ideal.
3.) Avoid photos taken from above or blurry photos.
We're honored to create portraits in honor of deceased pets. We work with customers to find the perfect photo among the (potentially limited) options you have. Please contact us if you have further questions at hi@thepawtraitcompany.com
Yes! We're happy to assist with changes to your order of pet portraits as long as you contact hi@thepawtraitcompany.com within 30 minutes of placing your order.
After 30 minutes, most changes, including address updates, can no longer be made. Please note that changes to orders may result in shipping delays in some cases.
In an effort to fulfill your order as efficiently as possible, we do not offer proofing or previewing of artwork. But don't worry! If your photo is not the best portrait, we will contact you for a new one. However, you have the option to purchase a preview for £5
Of course, we will find a solution if you are not 100% satisfied with the final product. Your satisfaction with your custom pet portrait is crucial to us. If there are aspects of the portrait that you would like changed, please express this when placing your order and then add the order to your cart. For example, you may have indicated that you do not want the collar included in the picture. If we then included the collar when creating the portrait, the changes will be made at no additional cost.
Depending on the extent of the changes you want made to the portrait, there may be a fee of at least £5 if the part you are dissatisfied with or wish to change was not mentioned when you placed your order. This is because the portrait requires extra time and in some cases extensive reworking.
Shipping Information
All of our products are sent to you completely for free.
We expect orders to arrive within 7 days from the date of purchase. You may experience longer shipping times during peak season, up to 2 weeks.
Since our portrait products are custom-made, we begin working on each order immediately after they are placed.
If you wish to cancel an order, please send an email to hi@thepawtraitcompany.com within 30 minutes after your order is placed, and we will process a refund at our discretion. After 30 minutes, it is not possible to cancel your order.
To avoid product damage, our supplier does a lot to optimize packaging and wrapping.
If you order a poster that is mounted in a frame, it will be delivered in a box with bubble wrap covering the frame. However, sometimes a carrier damages the item you purchased. If this happens, you should contact the relevant carrier and claim compensation.
If you receive a damaged product that is not due to printing or shipping errors, please send an email with your purchase number, a photo of the damaged product, and a detailed explanation of the problem to hi@thepawtraitcompany.com. This should be done no later than 48 hours after you have received the item. Please see our website for further information on this.
Returns Information
Due to the custom nature of the products we produce at The Pawtrait Company, we cannot offer returns. Your customized artwork is carefully crafted and tailored to the photo you have provided and your pet. Items that are made to the consumer's specifications or have been clearly personalized are not included in the right of withdrawal.
However, if your order has arrived damaged, you can contact us at hi@thepawtraitcompany.com
Read our full return policy here.
To avoid product damage, our supplier makes every effort to optimize packaging.
If you order a poster that is mounted in a frame, it will be delivered in a box with bubble wrap covering the frame. However, occasionally a freight carrier may damage the item you purchased. In that case, you should contact the carrier in question and demand compensation.
If you receive a product with damage that is not due to printing or shipping errors, please send an email with your purchase number, a photo of the damaged product, and a detailed explanation of the problem to hi@thepawtraitcompany.com. This must be done no later than 48 hours after you have received the item.
