It's easy! 1) Choose your favourite design and product. 2) Upload a clear photo of your pet. 3) Our artists create your custom Artwork Preview. 4) Approve your artwork for printing and delivery.
Every order includes an Artwork Preview before printing and unlimited revisions before approval.
Standard artwork previews are usually delivered within 1–3 working days.
If you purchase First In Line, your Artwork Preview will typically be delivered within 24 hours.
During peak periods, preview times may occasionally take a little longer — but we'll always keep you updated!
Printing only begins once you've approved your artwork — you're always in control!
After approval, your order moves into production and printing, which usually takes 3–5 working days.
We always try our best to reach you! If we don't hear back within 3 days, we'll contact you via email and WhatsApp to make sure you've seen your preview.
If we still don't receive a response after multiple attempts, your artwork may be automatically approved and sent to production to avoid excessive delays.
Please make sure to check your email inbox, spam folder, and promotions tab regularly after placing your order so you don't miss your preview!
💳 Orders & Payments
Payments, refunds, cancellations & digital copies
First In Line prioritises your order with our artwork team. Standard artwork previews are usually delivered within 1–3 working days — but with First In Line, your preview will typically arrive within 24 hours!
Please note that First In Line speeds up artwork creation only and does not affect printing or shipping times.
If a refund or store credit is approved, it will usually be processed within 3–5 working days.
Please note that processing times may vary depending on your payment provider or bank.
Digital copies are sent after your artwork has been completed and approved. Please check your junk/spam folder, your promotions tab, and make sure you're checking the email address used at checkout.
If you still can't find it, please contact our customer support team with your order number and we'll sort it out for you!
You can cancel your order within 4 hours of placing it for a full refund.
After 4 hours, if work has already started on your artwork, we may issue store credit minus an artwork fee to cover work already completed by our artists.
Once artwork has been approved and sent to print, cancellations and refunds are no longer possible.
Our artwork team reviews all uploaded images before creating your portrait. If you've received a request for a new photo, it usually means the original image may not produce the best possible artwork quality.
Common reasons include blurry or low-resolution images, screenshots, poor lighting, awkward angles, missing features such as ears, or photos taken too far away.
Uploading a clearer photo helps us create the best possible final result for you!
Our artwork team carefully reviews every uploaded image to ensure we can create the best possible portrait for you.
We may request a new image if the original photo is blurry or dark, taken from above, a screenshot, too far away, missing important features, or showing an awkward posture or angle.
For best results, use a clear, well-lit photo, photograph your pet at eye level, ensure the full face and ears are visible, and avoid screenshots or heavily filtered images.
Digital copies can be purchased alongside your order. If you've already purchased a digital copy, it will be emailed to you once your artwork has been finalised and approved.
If you need to make changes to your order, please contact us as soon as possible. Changes may still be possible before artwork has been approved and sent to print.
Once production has started, changes may no longer be possible — so don't hesitate to reach out quickly!
🔒 Payments & Checkout
Payment methods, security & gift cards
We accept a wide range of secure payment methods including Visa, Mastercard, American Express, PayPal, Klarna, Clearpay, Apple Pay, Google Pay, and Shop Pay.
Additional payment methods may be available depending on your country and device. All available options will be displayed at checkout.
Yes! We offer instalment and buy-now-pay-later options through Klarna and Clearpay where available.
Eligibility and repayment options are determined by the payment provider and may vary by country.
Absolutely! All payments are processed securely using encrypted payment systems. We do not store your full payment card details.
Our checkout uses industry-standard security measures to protect your information.
Payment failures can happen for several reasons, including incorrect billing information, insufficient funds, bank security checks, or payment provider restrictions.
If your payment is declined, please try an alternative payment method or contact your bank for further information.
Payment is taken at the time your order is placed. Artwork creation begins after payment has been successfully received.
Yes! Paw & Glory gift cards can be purchased directly through our website. They're delivered digitally and can be used across eligible products on our store.
Gift cards are non-refundable and do not expire unless required by local law — making them the perfect gift for any pet lover!
🖼️ Artwork Previews
Previews, revisions & uploading new photos
As every portrait is custom-created, we don't provide previews before an order is placed. But don't worry — once your order is placed, you'll receive an Artwork Preview before anything is printed.
You can then request unlimited revisions until you're completely happy with the final artwork!
Yes! We offer unlimited revisions before approval. If you'd like changes made to your artwork, simply reply to your preview email or use the revision request option provided with your preview.
Nothing is printed until you've approved your artwork — so take your time!
Standard artwork previews are usually delivered within 1–3 working days. If you purchased First In Line, your preview will typically arrive within 24 hours.
During peak periods, preview times may occasionally take a little longer.
Revision requests are usually completed within 1–3 working days depending on the complexity of the changes requested and current demand. We always aim to get your updated preview to you as quickly as possible!
If you need to upload a replacement image, please follow the instructions provided in your email or use our upload page.
For best results, upload a clear, high-quality image, avoid screenshots, ensure your pet's face and ears are fully visible, and use good lighting where possible.
No problem! If you'd prefer to use a different image after receiving your preview, please contact our support team or request changes through your preview link.
Our artists will review the new image and advise whether any additional edits are required.
Yes! We ship worldwide, including the UK, USA, Europe, Australia, New Zealand, and most international destinations.
Shipping options and pricing are shown at checkout based on your location.
Depending on your location, we may ship using Royal Mail, DPD, FedEx, UPS, or local international courier partners.
Courier selection depends on the product type, destination, and shipping method selected at checkout.
We're so sorry to hear that! If your order arrives damaged, please contact us within 30 days of delivery with your order number, photos of the damage, and photos of the packaging.
Once reviewed, we'll arrange a replacement free of charge.
If your parcel is confirmed lost in transit, we'll arrange a replacement free of charge. Please allow sufficient time for courier investigations before a replacement is issued.
Yes! Express shipping options are available in many countries. Please note that express shipping affects delivery speed after printing only.
If you'd also like your artwork prioritised before production, you can purchase First In Line at checkout.
Here's a handy guide:
🎨 Artwork: 1–3 working days (24 hours with First In Line) 🖨️ Printing: 3–5 working days after approval
🇬🇧 UK: Royal Mail 48 (~5 days), Royal Mail 24 Tracked (2–4 days), Express Courier (1–2 days) 🇺🇸 USA & Canada: Standard (5–10 days), Express (2–4 days) 🇪🇺 Europe: Standard (5–8 days), Express (2–11 days) 🇦🇺 Australia: Standard (5–8 days) 🇳🇿 New Zealand: Standard (5–10 days), Express (3–7 days)
All times are after printing. International delivery may vary with customs.
🇬🇧 UK: Free on orders over £70 • Royal Mail 48 from £4.49 • Royal Mail 24 Tracked from £7.99 • Express Courier from £14.99
🇺🇸 USA & Canada: Free on orders over £50 • Standard from £9.99 • Express from £25.00
🇪🇺 Europe: Free on orders over £70 • Standard from £7.99 • Express from £25.00
🇦🇺 Australia: Standard from £7.99 • Free on qualifying orders over £50
🇳🇿 New Zealand: Standard from $17 • Express from $30
Exact shipping rates are shown at checkout.
As all Paw & Glory products are personalised and made to order, we're unable to accept returns for change of mind, incorrect size selection, customer-approved artwork, or customer-uploaded photo issues.
This does not affect your statutory rights.
Don't worry — some items may be shipped separately depending on the products ordered and the fulfilment location used.
If part of your order has arrived, the remaining items may still be on their way. If you believe an item is missing after the estimated delivery timeframe, please contact our support team with your order number.
↩️ Refunds & Returns
Refund policies for custom & non-custom items
You may cancel your order within 4 hours of placing it for a full refund.
After 4 hours, if artwork creation has already begun, we may issue store credit minus an artwork fee. Once artwork has been approved and sent to production, refunds and cancellations are no longer possible.
Every order includes unlimited revisions before approval to ensure you're happy with your artwork before printing.
For non-personalised items from our Animal Wall Art collection, returns and store credit may be available subject to the condition of the item and return eligibility.
Customers are responsible for return shipping costs unless the item is faulty or damaged.
📐 Product Info & Sizing
Dimensions, multiple pets & costume visibility
Many of our designs support multiple pets! The number allowed depends on the product and design selected — some designs support up to five pets.
Please ensure you upload clear photos of each pet during the ordering process.
Some smaller products and certain print formats may crop parts of the costume slightly due to printing ratios and wrapped canvas edges.
This may apply to phone cases, cushions, smaller canvases, and A5 prints.
Please note that some smaller products may crop parts of the costume slightly due to printing ratios.
💬 Customer Support
Contact details, response times & hours
Our friendly customer support team typically responds within 24 hours. During busy periods or seasonal peaks, replies may occasionally take up to 48 hours.
For faster support, please include your order number in your message!
Yes! You can reach us at:
📞 Customer Support: 07555114010 🕐 Support Hours: Monday–Friday, 9:00am–5:00pm (GMT)
You can also email us at support@pawandglory.com — we're always happy to help!
✨ General
Photos, artwork process, gifts & more
Customer support is available Monday–Friday, 9:00am–5:00pm (GMT). Response times may be slightly longer during weekends and peak seasonal periods.
Yes! If you're unsure whether your image is suitable, you can contact our support team before placing your order. Send your photo and we'll advise whether it's likely to work well for your chosen design.
Once your order is placed, our talented artwork team creates your custom portrait using the photo and design you selected.
You'll receive an Artwork Preview before printing and can request unlimited revisions until you're happy with the final result. Once approved, your artwork is professionally printed onto your chosen product.
Yes! Every order includes an Artwork Preview before printing. Nothing is printed until you approve your artwork — you're always in control.
Yes! We can create custom designs depending on the request. If you have a specific idea in mind, please contact our support team before ordering where possible.
Please note that fully custom designs may have different revision and refund terms.
Yes! We can create portraits for almost any animal, including dogs, cats, rabbits, birds, horses, reptiles, and many more.
If you're unsure whether your pet is suitable, feel free to contact our support team before ordering!
No — all artwork is created and edited by real artists using the photos you upload as reference. Our team carefully creates each portrait to match your chosen design and pet as accurately as possible.
Yes! Selected designs allow people to be included alongside pets. Please check the product description for details or contact our support team before ordering if you're unsure.
In most cases, no! Our artists focus primarily on your pet, so backgrounds are usually removed or replaced during the artwork process. The most important thing is uploading a clear, well-lit image of your pet.
Where possible, we recommend uploading colour photos for the best results. However, black and white images may still work depending on image quality and detail visibility.
If you're unsure, feel free to contact our support team before ordering!
Yes! Many designs allow background colours or styles to be adjusted during the revision process. If you'd like changes made to the background, simply request this when reviewing your Artwork Preview.
Absolutely! Many customers order Paw & Glory portraits as gifts. You can ship directly to the recipient, and pricing information is not included inside the parcel — so the surprise stays safe! 🎁
Still need a hand?
Our support team is happy to help with anything not covered here.
