Question 1

What does a piece made from my photograph cost?

Accepted Answer

It depends on the size and on how much the photograph gives us to work from, so we price each one after the design exists rather than guessing beforehand. Asking costs nothing and commits you to nothing: send the photograph and we come back with a picture of the piece, the price and a date, and nothing is made or charged until you have seen all three and said yes.

Question 2

What kind of photograph do you need?

Accepted Answer

A phone camera is completely fine — this is about light and angle rather than the lens. Daylight, near a window or outdoors, because heavy shadow hides the shape we build from. Crouch down to their level; a photo taken from above flattens your pet and loses the posture. Side on is the most useful single shot, and two or three from different sides is better still. If what you send is not enough to work from we will tell you and ask for another, rather than making something and hoping.

Question 3

What happens if it does not look like my pet?

Accepted Answer

You see it before anything is made. If it does not look like the photograph you sent, say so and we will work on it again or refund you — you are not committed by having asked.

Question 4

How long does it take?

Accepted Answer

We reply to a photograph within one working day with a picture of the piece and a price. The lead time is quoted alongside them and shown again in your confirmation email. UK delivery is 2–3 working days on Tracked 48 after dispatch, or next working day on Tracked 24 and DPD.

Question 5

Can I return a piece made from my photograph?

Accepted Answer

A personalised piece cannot be cancelled once we have started making it, because nobody else can buy it — which is why you approve the design first and can walk away at that point at no cost. Anything else in the shop keeps the full 14-day right to change your mind. Either way, if something arrives faulty or is not as described, your rights under the Consumer Rights Act 2015 apply and we cover the postage both ways.

Question 6

Can I have it in a particular colour?

Accepted Answer

Tell us when you send the photograph and we will say what is possible. Colour and painted finishes are hand work, so they change the price and the lead time — both of which you see, with the picture, before anything is made.

Question 7

What is the difference between a stocked and a made-to-order part?

Accepted Answer

Stocked pieces are made in advance and dispatched from the shelf, usually the next working day. Made-to-order pieces are made for you in the material and colour you choose, so they carry a lead time — always shown on the product page before you buy, and repeated in your order confirmation.

Question 8

When will my order arrive?

Accepted Answer

Stocked items dispatch within one working day. Made-to-order items dispatch after their stated lead time. UK delivery is 2–3 working days on Tracked 48, or next working day on Tracked 24 and DPD. Your dispatch estimate is calculated from the longest lead time in your basket and shown at checkout.

Question 9

Do you ship outside the UK?

Accepted Answer

Not at the moment. We deliver to addresses in the United Kingdom only, including Northern Ireland, the Highlands and the islands. Selling into the EU means appointing a representative there under the General Product Safety Regulation, and we would rather not offer it at all than offer it badly. If you are outside the UK and want something made, email us — we will tell you honestly when that changes.

Question 10

Can I return a made-to-order part?

Accepted Answer

Yes. Choosing a colour or size we already offer does not make an item bespoke, so made-to-order pieces keep the full 14-day right to change your mind, even though we make them after you order. The exception is anything personalised — an item made from a photograph you sent us — which cannot be cancelled once we have started, because nobody else can buy it. Either way, if something arrives faulty or is not as described, your rights under the Consumer Rights Act 2015 apply and we cover the postage both ways.

Question 11

Can I change or cancel my order?

Accepted Answer

Contact us as soon as possible. Stocked orders can usually be changed before dispatch. Made-to-order items can be changed until they enter production — your order status page shows when that happens.

Question 12

What are the pieces made of?

Accepted Answer

A hard-wearing plastic, made to order in our own workshop. The colour runs right through the piece rather than sitting on it as paint, so there is nothing to chip or rub off. Some sets have a silk metallic finish — silver or antique gold — which is the material itself and not a plated or solid metal. Painted and gilded finishes are hand work and are quoted separately.

Frequently asked questions

Questions and answers