Frequently asked questions
Everything you need to know about your order, shipping and payments. Can't find what you're looking for? Write to us.
Your order
Which photo should I upload?
A photo with good natural light, no heavy filters, where your pet's face is clearly visible — front-on or in profile. Avoid photos that are very dark, blurry or very wide (horizontal). The better the photo, the truer the portrait.
Does it work with any animal?
Yes — it works with any pet: dogs, cats and other animals.
Can I see the result before paying?
Yes, on the product page you can generate a free preview (watermarked) before buying, to get an idea of the result.
What if I'm not happy with the result?
We'll revise it with you until you're delighted. We want you to look at the portrait and say: “that's my dog” (or cat).
Shipping & delivery
How long does my digital portrait take to arrive?
You receive the high-resolution portrait within 24–48 business hours. As soon as you buy, we confirm your order by email; within that time we personally review its quality before delivering it to you.
What if I order a physical print?
Prints (poster, canvas or framed) are made to order, and we only send them to production once your portrait is validated. Shipping is 4–6 business days; if you choose a frame, production is a little more careful: 5–8 business days.
Do you ship internationally?
Shipping is included in the price for the destinations available at checkout. If your country doesn't appear when you pay, write to us and we'll look into it.
Materials & finishes
What paper is the poster printed on?
On 250 g/m² uncoated fine-art paper, thick and with a gallery matte finish that especially enhances the oil and watercolor styles.
What is the canvas like?
Printed on canvas and hand-stretched over a natural wood frame with FSC eco-certification (sustainably sourced wood). Ready to hang straight away.
Is the frame real wood? Does it have glass?
The frame is real 12 mm solid wood — not plastic or MDF — available in 4 handcrafted finishes. The protection is high-transparency acrylic plexiglass: it weighs less than glass and is far more resistant to impacts in transit, so it arrives perfect anywhere.
Payments & pricing
What payment methods do you accept?
Card and the other express payment methods available in your region at checkout.
Is there a discount for multiple portraits?
Yes — add 2 portraits to your cart and get 20% off your whole order. From 3 portraits, one is free.
Returns & guarantees
Can I return my order?
Because it's a made-to-measure portrait based on your pet's photo (a clearly personalized product), the 14-day right of withdrawal doesn't apply — you accept this when you place the order. Instead, we review the result with you until you're satisfied.
What if my physical print arrives damaged?
If your poster, canvas or frame arrives faulty or damaged in transit, write to us with a photo and we'll replace it.