Refunds & Returns

Our 100% Happy Guarantee
Every portrait is handmade and entirely yours, so custom pieces are final sale — but we’re not in the business of leaving anyone disappointed. Here’s exactly how we look after you.

Changed your mind?

You can cancel or change your order within 1 hour of placing it for a full refund. After that, our artists are often already at work — so if your artwork has been started, we’ll refund you as store credit minus a small fee for the artist’s time. Once a proof is approved and sent to print, it can no longer be changed or cancelled.

Cancellations and changes must be made by email to support@pawandglory.com, as requests sent by social media, WhatsApp or website chat can’t be guaranteed in time.

Because it’s custom

Personalised artwork can’t be resold, so we can’t offer returns or refunds on custom pieces once they’ve been approved. If something isn’t quite right, talk to us first — we can almost always put it right.

Revisions

We offer unlimited small edits to your original photo and costume until you’re happy. Your first major change — a new photo or a different costume — is on us; further major changes carry a small artist fee, since each one means starting the artwork afresh.

When you’ll see your proof

Most previews arrive within 2–3 working days (3–5 in peak season). In a hurry? First In Line brings your preview forward to within 2 working days, and Next Day Preview to within 24 hours. Both speed up the artwork itself — not printing or delivery. Once approved, printing takes 3–5 working days.

Once your artwork is approved

After you approve your proof — or it auto-approves, if we don’t hear back within the stated time — it goes to print. From that point it can’t be changed or cancelled, and the order is non-refundable.

Arrived damaged, wrong or faulty?

If your order arrives damaged or faulty, or it’s the wrong product, size or print, we’ll replace it — no quibbling. Just let us know within 48 hours of delivery:

→ Request a replacement here — add your order number and a photo of the issue, and we’ll get one moving straight away.

Added order protection at checkout? If you chose Onward, claims for loss or damage in transit are quickest through their form — you’ll find the link on the Replacement Request page. Not sure whether you did? Use the form and we’ll point you in the right direction.

A note on your photo

We work from the photo you upload, so do follow our Photo Guide as closely as you can. We can’t promise miracles with blurry or low-resolution images, and a few things simply aren’t possible — we can’t, for instance, open or close a mouth or add a smile. We can handle red-eye, eye colour and similar finishing touches.

Non-customised wall art

For pieces from our non-customised Animal Wall Art collection (anything not personalised to your pet), you have 14 days from receipt to cancel:

Let us know by email within 14 days and return the item unused, in its original condition, for a refund or store credit.
Return postage is yours to cover unless the item is faulty or damaged — please use a tracked service.
Original delivery charges aren’t refundable, and items returned damaged through handling may carry a fair deduction.

This doesn’t affect your statutory rights. (Personalised artwork is exempt from the 14-day cancellation right under UK consumer law, which is why the terms above apply to those orders.)

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