Find quick answers to common questions about our products, orders, shipping, and support. This page helps you save time and get the information you need fast.
We keep things clear and simple so you can make confident choices. If you still need help, contact our team for friendly support.
Upload a photo of your pet on the product page. Our AI generates a pencil sketch portrait in seconds, you see it before you pay anything. If you're happy, approve it and we'll send it to print. Your portrait is then produced and shipped directly to your door.
Instantly. As soon as you upload your photo, your pencil sketch portrait is generated on the spot. There's no waiting 24–48 hours for an emailed proof, you see your portrait before you even reach the checkout.
Yes. You can regenerate your portrait up to three times on the product page if the first result isn't quite right. Try adjusting your photo (better lighting, closer crop) between attempts for the best results.
No. You see your portrait on the product page before you add anything to your cart. You only pay when you're happy with what you see.
Yes, you can add a high-resolution digital file of your portrait for £4.99 at checkout.
This is available as an optional add-on. Your digital file will be available to download from your order confirmation and order status page.
It may well work, upload your photo and check the preview to see how your pets come out. Our AI produces its most detailed results on a single subject, so quality can vary with multiple pets depending on the photo. The preview is free, so it's always worth trying before you commit.
Absolutely. Our AI handles any breed, any species: dogs, cats, rabbits, horses, guinea pigs, hamsters, birds, reptiles, and more. As long as your photo meets the quality guidelines, we can work with it.
We haven't specifically tested this, but you're welcome to try, upload your photo and see how the preview looks. The pencil sketch style is optimised for animals, so results may vary.
It's one of the most popular reasons people order. You'll need a photo of the recipient's pet, even a screenshot from their social media works well as long as the quality is good. The portrait is produced in a plain outer box, so there's nothing to give away.
The quality of your photo is the single biggest factor in the finished portrait. In short: natural light, close-up, eyes clearly visible, sharp focus, and taken at your pet's eye level. See our full Photo Guide for examples of what works and what to avoid.
Yes, a smartphone photo is absolutely fine and often ideal. Use the original from your camera roll rather than a screenshot, which loses quality.
WhatsApp compresses images significantly. If possible, ask the sender for the original photo rather than the forwarded version. If that's not possible, upload what you have and check the preview, you may be pleasantly surprised.
Try uploading it and checking the preview, it costs nothing and you might love the result. If the lighting is a little dark, try editing the photo first (increase Shadows, reduce Highlights) in your phone's Photos app before uploading. See our Photo Guide for tips.
We understand. For memorial portraits you work with what you have, and the photo may be old or not quite ideal. Please upload it and review the preview. If you're unsure, email us at hello@theanimalportraitco.com before ordering and we'll give you an honest assessment.
Yes, if they're clearly visible in your photo, they'll appear in the portrait. Our AI faithfully renders what it can see, so a collar, tag, or bandana will usually come through well.
We use AI to generate every portrait from your uploaded photo. This is what makes instant previews possible and it's also why we can offer beautiful pencil sketch portraits at a price far below traditional hand-drawn commissions. We're always upfront about this.
Yes, likeness is the whole point. Our AI is built to capture the individual features of your specific animal, not produce a generic sketch. A good photo gives it more to work with, which is why we put so much emphasis on photo quality.
All portraits are rendered in a pencil sketch style: clean lines, detailed shading, and a hand-drawn feel. It's a classic, timeless aesthetic that works well in any home.
Not currently, pencil sketch is our signature style and it's what we do best.
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Delivery within the UK is free on every order. For Europe, the United States, Canada, and Australia, a flat rate of £9.99 applies (displayed in your local currency at checkout).
After you approve your portrait, production typically takes 1–2 business days. Estimated delivery after dispatch:
Yes. You'll receive a shipping confirmation email with your tracking number as soon as your order is dispatched.
Your portrait is produced and dispatched by our fulfilment partner, Gelato. The carrier is selected based on your location and order size.
Not currently. If you're based elsewhere, get in touch using the form on the contact page and we'll see what we can do.
We'll publish specific Christmas cut-off dates in October. As a general guide, UK orders placed by mid-December should arrive in time, but ordering earlier is always safer, especially for international delivery.
Because every portrait is made to order and personalised from your photo, we're unable to accept returns for change of mind. This is standard for custom personalised products and is covered under the UK Consumer Contracts Regulations 2013.
Contact us within 14 days of delivery either by replying to your order email or the form on the contact page with your order number and a photo of the damage. We'll arrange a free replacement.
This shouldn't happen. We print exactly what you approved. If there's a genuine discrepancy, contact us and we'll make it right.
You see your portrait before you pay, and you have up to three regenerations to get it right. Because you approve the portrait before purchase, we're unable to offer refunds based on the style or rendering, but we'd always rather you contact us before ordering if you have any doubts.
If you need to cancel, contact us as quickly as possible by either replying to your order email or the contact us page. Once production has started at our print partner we're unable to cancel, but we'll always do our best to help.
Send us an email using the form on the contact page, we aim to reply within one business day.
