Help & Information

Yes we do! Wherever you are you can have your very own custom pet portrait.

Our delivery times do vary depending on your country though so please take this into account when ordering.

UK
2 - 3 working days after approval

Rest of the World
7 - 12 working days after approval

Once you have approved your portrait, your order will be sent to print. Depending on the item you have ordered printing time can vary from 1 - 3 working days. However most items are printed and shipped within 1 working day.

Below are our estimated delivery times once you have received your shipping confirmation email. Most items are sent via a tracked service which will give a more detailed estimated delivery date.

UK
2 - 3 working days after approval

Rest of the World
7 - 12 working days after approval

You can also check the status of your order anytime using our online tracker, click here.

We work with a number of different couriers to get your portrait to you safely. In the UK we primarily work with Royal Mail and DPD. In the US we us USPS, UPS and FedEx.

For other countries we mainly us FedEx and a local postal services unique to each country.

If your item has been shipped, you can always use the Track my Order service from the main menu which will give you more detailed delivery details.

You can return your purchase if the item arrives damaged or in an unacceptable condition. We will then issue a replacement.

If your item is lost in the post or arrives damaged, get in touch and we can arrange for a replacement to be sent out to you as soon as possible.

Due to the personalised nature of our products, we are unable to accept returns if you change your mind.

We always do our best to package our items as securely as possible, but accidents do happen.

If your item is lost in the post or arrives damaged, please send us an email at help@purrandmutt.com along with photos of the damage and we can arrange for a replacement to be sent out to you as soon as possible.

Shipping is FREE to anywhere in the World!

We do not offer express shipping as all of our products are shipped as quickly as possible as standard.

However we do have the option to decrease the waiting time for your preview, our Express Preview option means you will receive your preview within 2 working days rather than the usual 5.

We occasionally send items separately as some products take longer than others to produce or do not package well together.

If you have ordered 2 or ore different types of product, e.g. a print and a canvas or a blanket and a framed print, these my arrive separately at slightly different times.

If however you have received your order and an item is missing please get in touch with us and we'll investigate and arrange for the missing item to be resent.

If you have received your preview but would like the change the photo used in your design you can do this by click the request changes button on your preview page and following the on screen instructions.

Please remember, we use the exact image uploaded to create your portrait so please make sure you are happy with your pet's position and facial expression as these will be replicated in the final piece. Make sure any images follow our photo guidelines as closely as possible, if they don't this will cause further delays with your order.

If you'd like to make any changes to your order, size, design, product, etc please get in touch with us as soon as possible.

Once you have approved your artwork we are unable to make any further changes.

Jump the queue means we put your order right to the top of the pile, meaning you will receive your preview within 2 working days or less rather than the usual 5 working days.

You can cancel your order and receive a full refund up until the point your order has started processing. Processing starts once our team has reviewed your photos. Due to the personalised nature of our products we cannot offer refunds on items which have already been reviewed by our team.

If you have been sent a request for alternative photos but have no other photos available, we can continue with the original photos provided or you can exchange your order for a Gift Card of equivalent value.

If your item arrives damaged however we will of course reprint and send a replacement item.

When a refund is issued you will receive confirmation via email.

Please allow up to 10 working days for the funds to be deposited into your account.

After you have placed your order one of our expert team will check over your photos to make sure they meet all the requirements for a quality portrait. This process normally takes 1 working day.

We check everything from resolution, sharpness, distance from pet, angle the photo was taken at and other aspects. Uploading a suitable photo goes a long way to making sure your finished design is as good as it can be.

If for any reason none of your uploaded photos are suitable, our team will send a Request for New Photos. This will be sent via email and SMS (where available).

The email contains reasons why your images were not suitable and a handy guide to getting the best possible photos for your design. There will also be a link to send new photos which our team will review once uploaded.

We create your artwork, using the exact photo uploaded. It is your responsibility to submit a high quality photo that adheres to our guidelines.

We cannot offer refunds for photos that do not meet the criteria outlined in our guide. Low quality photos will result in low quality artwork. If we feel that the photo provided isn’t in line with our Photo Guide, we may ask again for an alternative image.

There are 2 ways to upload a new photo for your design, please make sure you select the correct method or this could delay your order. 

1. I have NOT received my preview yet and have had an email or text requesting new photos.

If you have just placed your order and have had a request to upload some new photos for your design, you can do this by clicking the link in the email sent and following the guide.

2. I HAVE received my preview but want to change the photo used in it.

If you have received your preview but would like us to use a different photo, you can upload new ones by clicking the "Request Changes" button on your preview page.

After you have placed your order one of our expert team will check over your photos to make sure they meet all the requirements for a quality portrait. This process normally takes 1 working day.

We check everything from resolution, sharpness, distance from pet, angle the photo was taken at and other aspects. Uploading a suitable photo goes a long way to making sure your finished design is as good as it can be.

If we have sent a request for a new photo, it is usually for one of the following reasons...

BLURRY OR DARK
Please ensure your photo is sharp and taken in good neutral light. Also try to avoid direct sunlight as this can cast harsh shadows

TAKEN FROM ABOVE
Photos taken down at your pet's eye level always work best  

USED A SCREENSHOT
Please use original photos where possible, screenshots are often low quality

AWKWARD POSTURE
Photos taken with your pet at an awkward angle such as laying down or looking over their shoulder are usually not suitable

TAKEN TOO FAR AWAY
We just need your pet's head and shoulders so try not to use a photo taken at a distance

FEATURES ARE MISSING
Make sure we can see all of your pet's face and head and that any large ears are within the frame of the photo

Digital copies are usually sent via email and/or SMS within 15 minutes of you approving your portrait design.

If you have not received your digital copy the first thing to do is check your Spam, Junk or Promotional folders as sometimes our emails can land in there.

If you have done this but still cannot find your digital copy please get in touch with one of your helpful team.

You can purchase a digital copy in one of 3 ways...

1. When initially placing your order
   When adding your item to your basket you have the option to add a digital copy as an addon.
    
2. After approving your preview
   When you have approved your preview you will see an option to purchase a digital copy. This option will also be sent to you via email.

If you have placed an order with us, you can track the progress of your order anytime using our online tracker, which is located in the main menu.

We'll also keep you updated via email and SMS (where possible).

When placing an order, your photo and chosen design are sent to our talented team of digital artists who work tirelessly to blend your pet seamlessly the portrait.

Every portrait is created this way and as such takes time. Due to this we are unable to offer a preview before purchasing.

You should expect to receive a preview within 5 working days of your photos being approved by our team, we will send an email to confirm this. 

Or if you have chosen our Express Preview service this is cut down to 2 working days.

You will also receive a more accurate estimated preview date via email and we will keep you updated every step of the way.

Things that may delay your preview...

1. If your photos have been rejected and we have requested new ones
2. Changes to your order, such as size or design
3. Changes to delivery address

Of course! We are proud to offer unlimited revisions and our team will work with you to make sure your portrait is perfect!

When requesting changes please be as detailed as possible in the changes you wish to be made, this helps our team fully understand what they need to do and cuts back on further delays.

Most changes are completed within 2 working days but extensive changes can take a little longer.

If you have received your preview but requested some changes, please allow up to 2 working days for these changes to be made and a new preview sent.

This time can increase depending on the changes requested.

Our customer service team are based in the UK and are open from 9:00am - 4:00pm GMT

We aim to answer all email enquiries within 48 hours.

If your have an idea for a new design you would like to see on our site, please get in touch and we will add it to our list of ideas.

We review all ideas sent to us however we cannot guarantee your design will be included on our site however.

If you're not sure you have a suitable photo for one of our designs, you can check our handy detailed photo guide which explains exactly what type of photo is needed. A full photo guide is available from the main menu.

If after viewing the guide you are still not sure, you can email your photos to help@purrandmutt.com and our team will review and let you know if your photos will work.

We don’t discriminate, we love all animals and can create a custom portrait for just about any species

Our artists will lovingly craft your portrait using a number of different digital techniques to ensure your pet looks at it’s very best. We use professional tools, retouching techniques and photo editing to turn your original photo into a work of art.

Materials wise, we use only the highest quality paper and inks to produce our portraits which is why they look so sharp and vibrant.

Of course. We have a range of designs suited towards multiple pets.

However if you can't find something suitable, or have something specific in mind, get in touch and we'll do our best to help.

Absolutely!

We usually aim to send a preview within 5 working days of you placing your order. However this can be longer at busy periods.