Returns & Refunds

Please look at your portrait thoroughly as soon as it arrives, at full size, not just the preview on your phone. Your portrait is fresh on our desk in that first week, and a change you ask for now is a change we can turn around fast.

If something is not right, tell us and we will fix it. Message us with what you would like changed and we will send you a revised file. Two rounds of revisions are included free with every portrait.

What we can adjust is your pet’s coloring: coat color, eye color and essential markings. The pose and the scene come from the original artwork, and every portrait is an interpretation in our painterly style rather than a copy of your photo, so those parts are fixed.

Digital portraits: send any revision requests within 7 days of your file being delivered.

Prints and canvases: changes happen at the proof stage, before anything is printed. You have 48 hours to approve your proof or request changes. See Approving Your Proof below.

If your print or canvas arrives damaged or misprinted, email us within 7 days of delivery and we will send a replacement at no cost. You do not need to send the damaged one back.

To qualify for a replacement, your email must include all four of these photos:

1. The whole shipping box
2. Any damage to the box itself
3. The damage to your print or canvas
4. The shipping label

Please keep the box and packaging until your replacement is on its way.

Without all four photos, we are unable to send a replacement.

Every portrait is made to order for one specific pet, so we cannot accept returns, and we cannot refund an order once work has begun. This is standard for custom work.

Before that point, we are reasonable people:

Changed your mind?

Email us within 24 hours of placing your order and we will cancel it and refund you in full.

We could not make your photo work, and you would rather not send another?

Full refund, no argument.

Something went wrong on our end?

We fix it. If we genuinely cannot, we refund you.

Approving Your Proof (Prints and Canvases)

Our ready-made collections, Come Christmas, All the Trimmings and Wick & Wane, are finished designs, not made for one pet, so they work differently.

• Prints and canvases: changed your mind? Email us within 30 days of delivery to start a return. We will reply with return instructions and your return approval. Please don’t send anything back before you hear from us: returns sent without approval can’t be accepted. Send it back unused and in its original packaging, and we will refund the price of the art once it reaches us in its original condition. Return shipping is yours to cover, so please pack it carefully and insure the shipment: if a return reaches us damaged and the shipment was not insured, we are unable to issue a refund. (If it arrived damaged, you don’t need to return it at all. See Prints and Canvases That Arrive Damaged above.)
• Digital downloads: because the file is yours the moment it is delivered, digital downloads are final sale. If anything is wrong with your file, email us and we will make it right.