Our policies
Delivery & Returns
Every portrait is hand-painted just for you. Here is how long it takes, how it reaches you, and what happens if anything goes wrong on the way.
Last updated
Nov 6, 2026
At a glance
Free worldwide shipping
We ship to you wherever you are, at no extra cost.
3–4 weeks to your door
Counted from your order — painting and shipping included.
Sketch approval first
We only start painting once you love your sketch.
Protected in transit
Arrived damaged? We repaint it free and make it up to you.
On this page
01Delivery time
3–4 weeks from your order to your door
- You place your order Upload your pet’s photo and choose your size and layers.
- You approve your sketch Our artist sketches your pet and adjusts it until you are happy.
- We hand-paint every layer Each sheet of clear acrylic is painted by hand.
- You approve the finished piece We send you a photo before anything is shipped.
- It ships to your door Carefully packed and sent to you, wherever you are.
If you need more time to approve your sketch, delivery moves back by the same amount.
02Shipping
- Free worldwide shipping on every order.
- Tracking — once your portrait ships, follow it on our Track Your Order page.
- Import duties — taxes or duties charged by your country, if any, are your responsibility unless we state otherwise at checkout.
03Returns
Every portrait is made just for you from your own photos, so we are unable to accept returns or exchanges for change of mind.
Instead, you approve your portrait twice — before we paint and before we ship:
- Approve your sketch first Our artist sketches your pet and only starts painting once you are happy with it.
- Approve before we ship We share a photo of your finished piece and make adjustments until you are happy, before anything is shipped.
04Damaged in transit?
We pack every portrait with care. If yours still arrives damaged, we will put it right.
- Take photos Photograph the portrait and the packaging, just as they arrived.
- Contact us within 7 days Send us the photos within 7 days of delivery.
- We repaint and make it up to you Our artist hand-paints a brand-new portrait for you free of charge, and we offer you compensation for the trouble.
Still have a question?
Write to us any time — every message is read and answered by a real person.
