Frequently Asked Questions

What is included?

One personalised A4 framed portrait of one dog or cat, in a Black or Oak frame, with a private digital proof, the Likeness Promise, one style adjustment and the final digital artwork.

Do I need a photo to order?

No. After checkout, we email you to collect one clear photo of your pet. Simply reply with it.

What kind of photograph should I send?

Choose a sharp, well-lit photograph where the face, eyes, expression and markings are clear and your pet is close enough to see. Avoid blur, very dark images, an obscured face, heavy filters and distant photographs.

What if my photograph is not suitable?

We will ask for another photograph before creating the portrait. If no suitable photograph can be agreed, we will cancel the order and refund you in full.

Can I include more than one pet?

Each portrait features one pet, so we can give their likeness and composition our full attention.

How is my portrait created?

We use specialist image tools guided by human art direction. Every portrait is individually reviewed for expression, markings, composition and likeness before your private proof is sent to you.

Can I see the portrait before it is printed?

Yes. We send a private digital proof and do not print until you approve it.

What if it doesn't look like my pet?

That's covered by the Animelier Likeness Promise. If the proof doesn't capture your pet's recognisable features (eyes, markings, colouring, expression), we'll correct it at no cost.

Can I request a change?

Yes. On top of any likeness correction, one complimentary style adjustment is included. A new source photograph, additional pet, new composition or substantial redesign may require a new order.

Which frames are available?

Black and Oak.

Is the digital artwork included?

Yes. We email you the final digital artwork when your portrait is dispatched.

How long does production take?

We send your private proof within 2 working days of receiving your photo. Once you approve it, your portrait is printed, framed and packed within 3–5 working days.

How long does delivery take?

Free Royal Mail Tracked 48 delivery usually takes 2–3 working days. Most customers receive their portrait 6–10 working days after approving their proof. For Christmas, order by 8 December.

How much is delivery?

Free. Tracked UK delivery is included in the price.

What happens if my order arrives damaged?

Contact us promptly with your order number and clear photographs of the item, packaging and shipping label. We will put it right as required by UK consumer law. See the Damage & Replacement Policy.

Can personalised orders be cancelled?

The change-of-mind cancellation right generally does not apply once work has begun on clearly personalised goods. This does not affect your rights if the item is faulty, damaged or not as described. If you contact us before personalisation begins, we may be able to cancel as a goodwill measure.

How is my photograph used?

Only to create, check, proof and deliver your portrait. It is kept in private storage and never used publicly or for marketing without your separate permission. See the Photo Upload & Personal Data Policy.