Do I really see the portrait before I pay?
Yes. Upload a photo, pick a style and we'll paint two preview versions on screen in about a minute, free. You only pay once you've found one you love.
Is it hand-painted?
No, and we'll never pretend otherwise. Each portrait is created with digital painting tools guided by your photos. What you see in the preview is what we print.
What happens after I order?
For two hours you can still fix the names or dates printed under it, or cancel. Then we prepare the print file from the exact preview you chose, at full resolution, and send it to our print partner's UK lab by itself. Then it's printed, framed and posted to you.
What makes a good photo?
Daylight, eye level, sharp eyes and the whole head in frame. Phone photos are perfect. For two or three pets, upload one clear photo of each.
How long does delivery take?
Framed prints usually arrive 2 to 7 working days after you order, canvases 3 to 7 and A4 prints 2 to 7. Digital portraits are usually emailed two to three hours after you order. You'll see estimated dates when you choose your print.
Can I include more than one pet?
Absolutely: up to three in the same portrait (any mix of pets), for £15 per extra pet. Upload a photo of each.
Can I cancel?
Prints, frames and canvases are personalised, so they can't be returned for a change of mind once they're made, but you can cancel free of charge any time before your order goes to print (about two to three hours after ordering). Digital portraits can be cancelled free of charge until we email them to you; because you ask us to start straight away, the 14-day right to cancel ends once it's emailed. Press Cancel and refund on your order page, or reply to your order email.
Do you keep my photos?
Only as long as we need them. Photos and previews you don't order are deleted after 30 days; photos for orders are deleted six months after delivery. We never use your photos for advertising without asking.
Your pets, your order and after
Which pets can you paint?
Any pet: dogs, cats, rabbits, guinea pigs, horses, birds, reptiles and more. Up to three pets can share one portrait, for £15 per extra pet. We don't paint people, so the portrait is just your pets.
Is the print exactly the picture I saw?
Yes. Your portrait is painted at full print resolution from the start, so what's printed is exactly the picture you chose on screen. It's never repainted or touched up afterwards, and every print file is checked for resolution before it goes to print.
I've spotted a typo. Can I fix it?
Yes, for two hours after you pay. Your private order page shows "Fix the wording until" a time: change the names, dates or caption there and save. When the two hours are up, your order goes to print by itself.
What if my proof isn't quite right?
If you were emailed a proof to approve, tell us what to change on your order page. Your portrait is repainted using your note and a new proof is emailed to you. After two rounds, a person from our team takes over to get it right.
Something's wrong with my order. What do I do?
Press Report a problem on your private order page. If it arrived damaged, faulty or not as you approved it, add a photo within 30 days of delivery. If it hasn't arrived 10 working days after dispatch, report that there too. We look at every report and send a free reprint or a refund. You keep the damaged one: there's nothing to send back.
Will you tell me if my parcel is delayed?
Yes. If a parcel is running late, we email you. If the courier can't deliver to your address, we email you too, and you can correct the address on your order page.
I've lost my order email. How do I find my order?
Go to Find my order (/track) and enter the email address you used at checkout. We'll email you the links to all your orders. Order emails come from orders@furandframe.co.uk, so it's worth checking your spam folder too.
When is the last order date for Christmas?
For posted orders it's the last weekday on or before 14 December (Monday 14 December in 2026). Digital portraits can be ordered until 23 December, because they arrive by email.
Do you sell gift vouchers or add gift messages?
No: there are no gift vouchers, gift messages or gift wrap. A digital portrait makes a lovely last-minute present, and a framed print or canvas can be posted straight to the person you're buying for.
Can I order other sizes, or use the portrait for my business?
No. We offer the sizes on the price list only, with no bulk or business pricing. The digital file is for your own personal use (printing, sharing, gifts), not for commercial use or resale.