Frequently Asked Questions
Questions about ordering? We’ve got you covered! Review our handy guide below for our most frequently-asked questions.
General FAQs
Do you send proofs or previews before printing my portrait?
Yes, we will check in with you after the creation to make sure you are happy with the finished product. Only if the result is satisfactory will we move on to the product manufacturing stage.
Can I have more than one pet for hand illustration?
Yes! We create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it’s an animal, we will create a portrait for you. Please note: at this time we do not create portraits of humans (no matter how cute you are!).
Do you create pet memorials?
Yes! We create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it’s an animal, we will create a portrait for you. Please note: at this time we do not create portraits of humans (no matter how cute you are!).
Can I change my order after its been placed?
Yes! We create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it’s an animal, we will create a portrait for you. Please note: at this time we do not create portraits of humans (no matter how cute you are!).
What makes a good photo?
Yes! We create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it’s an animal, we will create a portrait for you. Please note: at this time we do not create portraits of humans (no matter how cute you are!).
Can I get a digital file?
Yes! We create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it’s an animal, we will create a portrait for you. Please note: at this time we do not create portraits of humans (no matter how cute you are!).
Return FAQs
Can I return my custom product if I'm unhappy with it?
Due to the custom nature of these products we produce at West & Willow, we are unable to offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet.
However, if your order arrived damaged or the artwork isn’t quite what you were expecting, please follow these steps:
Order arrived damaged? Upload a photo of the damage on this form and we will assist you with a replacement.
Artwork didn’t turn out the way you were hoping? Start by requesting a replacement with this form and our customer care team will follow up with you. We offer a personal satisfaction guarantee up to 60 days after your order is placed.
If you submit a form for damages or artwork issues, you do not need to email us – we review these requests frequently.
Shipping FAQs
What are your shipping times?
Due to the custom nature of these products we produce at West & Willow, we are unable to offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet.
However, if your order arrived damaged or the artwork isn’t quite what you were expecting, please follow these steps:
Order arrived damaged? Upload a photo of the damage on this form and we will assist you with a replacement.
Artwork didn’t turn out the way you were hoping? Start by requesting a replacement with this form and our customer care team will follow up with you. We offer a personal satisfaction guarantee up to 60 days after your order is placed.
If you submit a form for damages or artwork issues, you do not need to email us – we review these requests frequently.
What are your shipping charges?
Due to the custom nature of these products we produce at West & Willow, we are unable to offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet.
However, if your order arrived damaged or the artwork isn’t quite what you were expecting, please follow these steps:
Order arrived damaged? Upload a photo of the damage on this form and we will assist you with a replacement.
Artwork didn’t turn out the way you were hoping? Start by requesting a replacement with this form and our customer care team will follow up with you. We offer a personal satisfaction guarantee up to 60 days after your order is placed.
If you submit a form for damages or artwork issues, you do not need to email us – we review these requests frequently.
Will all of my items arrive in the same shipment?
Due to the custom nature of these products we produce at West & Willow, we are unable to offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet.
However, if your order arrived damaged or the artwork isn’t quite what you were expecting, please follow these steps:
Order arrived damaged? Upload a photo of the damage on this form and we will assist you with a replacement.
Artwork didn’t turn out the way you were hoping? Start by requesting a replacement with this form and our customer care team will follow up with you. We offer a personal satisfaction guarantee up to 60 days after your order is placed.
If you submit a form for damages or artwork issues, you do not need to email us – we review these requests frequently.