How do I place an order?

simply follow the steps on our product pages, filling out the customisable options such as frame/poster options, size, and background colour. then upload the photo[s] for us to draw and add to cart. easy!

do you draw all pets

absolutely! our talented artists love drawing all furry, or fur-less, friends. we've drawn; sheep, lizards, guinea pigs, and so much more. simply upload your photo ad we'll draw it 

can you remove items in the photo?

yes :) as each order is drawn by hand, we able to to add/remove items in the drawing. simply request this when ordering in the 'notes to artist' section. we do not draw the background

Should I expect delays when ordering?

we always work our very hardest to ship every order as soon as possible, however as each order is drawn we hard, we can not rush this process. we advise customers ordering for a special occasion to thoroughly read our processing times for the item they are ordering, and also select our express delivery option. our pet portraits are very popular and typically our busiest time of year is october-december.

can i make custom requests?

yes our team would love to assist with a custom project. in the past we have worked on many custom projects and have even created custom table numbers for weddings! 

When will my order ship?

please check our detailed guide on our processing times as this will vary between the type of product ordered. please selected express delivery for the fastest shipment

will my order arrive all together?

While we always aim to deliver your items together, occasionally one item in your order will be completed ahead of time and shipped out first. For example, if you order a framed portrait and a phone case, the phone case may arrive separately. this ensures the fastest delivery time

Why hasn’t my shipment arrived?

unfortunately, shipment may be delayed due to many reasons such as strikes and unforeseen circumstances. delays to shipments are out of our control and equally frustrating for us and we wish for you to receive your order asap. 

ROYAL MAIL - please wait ten working days from the dispatch date to contact us, as per royal mail policies

Which countries do you ship to?

we have manufacturing facilities world wide, however we are predominantly located within the uk. If your country is not listed in our shipping list, please contact us, as we may be able to ship directly to your destination.

How can I pay for my order?

We accept credit & debit card, apple pay, amex. we do not currently accept paypal. your payment will be securely processed via our payment processor stripe.

i've paid for my order, where's my order confirmation email?

once you have paid for an order, you will receive an order confirmation email. please double check all spam and junk inboxes. if you can not locate this email, get in touch with us quoting your order number and the email address so we can re-send the email to you.

can i get an invoice?

yes of course, please get in touch with us. quote your order number and we will send an invoice.

What is your refund policy?

We guarantee that at the time of shipment that your product is free from defects in materials and workmanship, and that it will meet the specific requirements detailed on your order. Due to the personalised nature of all of our products we are unable to offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet.

If you are unhappy with your Pawtrait please contact our team and we'll work with you to make sure you're absolutely happy

Can I return the product?

we are not able to accept returns or exchanges for made to order items

I ordered the wrong product. What should I do?

please get in touch as soon as possible, quoting your order number. if possible, our team will try our best to change the order for you

My product was damaged upon arrival. What should I do?

Although highly unusual, occasionally our portraits can be damaged in transit. breakage/damage resulting from delivery is covered under our terms of warranty. Please notify us upon receiving the order with a photo of the parcel and damaged item. 

Ask us anything!

customer service hours (uk): mon-fri 9-5

use the form below or email: hello@pawtraitprints.com

estimate response time 24-48 hours