Help Centre
Frequently asked questions
Everything about the process, the paint, the timing, and the shipping. If your question is not here, email us — we answer every message ourselves.
The Painting
About the artwork
Is this really hand-painted?
Yes. Every portrait is painted by hand with oils on canvas by a trained artist. We never use AI filters, digital painting, or prints. You will receive progress photos so you can watch it take shape.
What kind of photo works best?
A clear, well-lit photo taken at your pet's eye level. Daylight near a window is ideal. Avoid heavy filters, harsh flash, and photos taken from far above. If you are unsure, upload a few and we will tell you which one will paint best.
Can you work from an old or blurry photo?
Usually, yes. Older photos and memorial commissions are a large part of what we do. Send us what you have and we will tell you honestly what is possible before you are charged for anything.
Can you paint more than one pet?
Yes. You can have several pets on one canvas, from a single photo or from separate photos. Add a note with your order describing the arrangement and we will confirm the composition with you.
Can you change the background or remove a collar?
Of course. Tell us in the notes field when you order. Background colour changes, removing a leash or collar, and adjusting an expression are all normal requests.
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Read all FAQsTiming & Delivery
Process and shipping
How long does it take?
Standard production is about 7 days of painting, plus shipping time. Express production reduces the painting stage to 3 days. Oil paint needs time to dry properly before it can be varnished and packed, which is why we do not promise faster than that.
Will I see it before it ships?
Always. We photograph the finished painting and send it to you for approval. Nothing ships until you have seen it.
What if I want changes?
Minor revisions are unlimited and free — expression, tones, background, small details. Larger changes such as switching to a different reference photo or a different style may need a new commission, and we will always discuss that with you first.
Do you ship worldwide?
Yes. Every painting ships with tracking, packed in a rigid protective box. Shipping is calculated at checkout based on your destination; delivery is typically 5–10 business days.
Will I pay customs or import duty?
Any customs charges are set by your own country and are the recipient's responsibility. Most orders arrive with nothing to pay. See our Shipping Policy for details.
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Read all FAQsOrders
Ordering, changes and returns
How do I choose a size?
7 inch suits a shelf or desk. 10 and 12 inch are the most popular for a wall and are the sizes most people gift. 16 inch is a statement piece and the best choice for a multi-pet portrait, since each animal needs room.
Do I need a frame?
No — every painting arrives on a finished, stretched canvas that is ready to hang as it is. A frame is purely a matter of taste. Our white frame suits lighter rooms; the retro gold suits classic and vintage styles.
Can I cancel or change my order?
Yes, free of charge, at any point before painting begins. Once your artist has started, a partial refund may apply. Full details are in our Return & Refund Policy.
Can I return a finished portrait?
Because each portrait is painted for one person and cannot be resold, custom work is not returnable once approved and shipped. That is exactly why we send you a photo for approval first — and why revisions are free and unlimited.
What if it arrives damaged?
Send us a photo within 7 days of delivery and we will repaint and reship it at no cost. This has happened very rarely, and we have always made it right.
Still not sure about something?
Email the studio