Refunds & Returns

You can cancel or request a change to your personalised order within 2 hours of placing it for a full refund. Please email support@pawandglory.com within this period.

After 2 hours, if artwork has not yet begun, we may offer full-value store credit. If work has begun, store credit may be offered minus a small artist fee. Once approved and released for printing, the order cannot normally be cancelled or changed. This does not affect your statutory rights.

Because personalised portraits are made specifically for you, they are normally exempt from the 14-day change-of-mind cancellation right once ordered.

This does not affect your rights if your portrait is faulty, damaged, incorrect or not as described. Please contact us and we will help resolve the issue.

We offer unlimited small edits to your original photo and costume until you are 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.

Standard Artwork Previews are normally ready within 2–3 days. First In Line and express artwork previews are normally ready within 1–2 days. These options prioritise artwork creation, not printing or delivery.

Once approved, printing takes 3–5 working days.

After you approve your proof, or it is automatically approved following the stated 72-hour review period and reminders, your artwork is released for printing. Changes and change-of-mind cancellations cannot normally be made once production has started.

Your statutory rights remain unaffected if the goods are faulty, damaged or not as described.

We work from the photo you upload, so please follow our Photo Guide as closely as you can.

We cannot promise miracles with blurry or low-resolution images, and a few things simply are not possible. We cannot, for instance, open or close a mouth or add a smile. We can handle red-eye, eye colour and similar finishing touches.

If your order arrives damaged or faulty, or it is the wrong product, size or print, we will replace it — no quibbling.

Just let us know within 30 days of delivery, with your order number and a photo of the issue, and we will get one moving straight away. This does not affect your statutory rights.

If you chose Onward, claims for loss or damage in transit are quickest through their form. You will find the link on the Replacement Request page.

Not sure whether you did? Use the form and we will point you in the right direction.

Yes. For eligible non-personalised Animal Wall Art, you can notify us within 14 days of delivery that you wish to cancel, then have another 14 days to return the item.

You may inspect the goods as you would in a shop. A deduction may apply if handling beyond what is necessary reduces their value. Please email support@pawandglory.com for return instructions.

For eligible change-of-mind returns of non-personalised goods, you normally pay the return postage. We recommend a tracked service. Where the goods are faulty, damaged, incorrect or not as described, your statutory rights apply, including applicable return costs.

For eligible cancellations of non-personalised goods, we refund the item price and the standard outbound delivery charge you paid, as required by law. Any extra amount paid for premium or express delivery is not normally refundable beyond the standard delivery cost.

If excessive handling has reduced the item's value, a lawful deduction may apply.

No. This does not 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 custom orders.