Frequently Asked Questions
Order Information
How do I cancel my order?
If you wish to cancel an order please contact us ASAP. We are only able to cancel orders that haven't been started yet. If the process has started we regret that we cannot cancel the order.
My order has arrived and there’s a spelling mistake, help!
Our items are tailor-made for you, and we will print exactly the wording provided. Please double check any names and messages for potential spelling mistakes.
If you items arrives with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process. Please contact us so we can check your order.
I've made a mistake with my order, is it possible to change it?
The best thing to do is contact us right away. Unfortunately if the item is already in production we cannot make amendments.
Can I include a gift message?
Of course! Just add one of our gift cards in with your order.
I am not happy with my order, what do I do?
We are really sorry that you are not happy with your order. Please contact us and we will do our very best to work with you.
How do I order multiple items with the same Pawtrait?
When you order a pawtrait you will be provided with a unique image ID so we can easily find your image in the future.
If you're using a pawtrait we've created in the past provide your unique image ID.
If you are purchasing the pawtrait and multiple items at the same time purchase your chosen pawtrait style and for any items you add into your basket select yes when asked if you want to use a previous pawtrait image and type 'pawtrait from this order' into the text field asking for the image ID.
Do I need to worry about the spelling or case I use when providing wording?
Please double and triple check the personalisation you have provided. Wording will appear on the item as you have written, including spelling, spaces, font case and punctuation (please do not include special symbols and accents) Emojis and hearts cannot be used so will be left blank.
Delivery & Order Processing
Who will be delivering my parcel?
Our products are delivered by Royal Mail. All orders are sent First Class Signed For.
Digital Pawtraits are sent via email.
How do I return my order?
Due to the personalised nature of our products we do not accept refunds on items that have been incorrectly ordered or no longer required. If an item arrives damaged this must be declared within 5 days of receipt with proof of the damage shown. Once this has been received a replacement will be issued. If you receive a faulty or incorrect item please contact us and provide proof so that a replacement can be sent
My item has been delivered broken, help!?
We never want items to arrive broken so send them out into the world fully protected.
In the unhappy event you item arrived broken please contact us within 5 days of receipt with photographs. We will get back to you as soon as possible to resolve the issue.
I have provided the wrong delivery address, how can I change it?
Please get in touch as soon as you can and we will do our best to amend the address for you. If the shipping label has already been printed it is not possible to make any amendments.
Do I pay multiple delivery costs for one order?
Nope! Postage is combined so you only pay one fee per order
I forgot to add a product to my order, can I add it after?
Unfortunately we cannot add products to your order once it's been confirmed, so an additional order will need to be placed.
Do you deliver outside of the UK?
We currently only accept orders from within the UK.
I've ordered multiple items, will they be sent together?
Yes! All items in a single order are sent together.
Didn’t find an answers to your questions?
Contact us and we’ll get back to you as soon as possible