Here is a breakdown of some frequently asked questions
How do I personalise with my pet?
Firstly, find the product that you would like to add your pet too.
Then scroll through the product photos to view the hand drawn pet illustrations.
If you see one that has a good resemblance to your pet type the breed/colour into the text boxes and select my pet is on the sheet.
If you can’t see your pet on our sheets, please get in touch as I have lots of drawings on file and I am able to tweak designs or do bespoke colours or drawings.
What if I can’t see my breed/colour on your sheets?
Not to worry as I have built up an archive of hundreds of different pet drawings. If you can’t see a drawing that works for you, please get in touch via Instagram or email me email@example.com and I will check my files.
If it is only a small change that you require to an existing drawing, I am happy to do this free of charge. This includes things like tweaking nose colours adding a touch or colour or tweaking an ear.
If you would like your very own realistic drawing of your pet, I can do a bespoke drawing from a photo for £25 or a realistic colour edit of an existing drawing for £15. Once you have purchased your bespoke design we will look after it for you and you can request it (free of charge) on future orders.
How do I order a bespoke design?
Message me via Instagram or at firstname.lastname@example.org a clear front facing photo of your pet. Once we have agreed on the bespoke design you need to add either the bespoke drawing or bespoke colour to your basket in the product drop down menu.
Can I add extra pets?
You can add extra pets to all our products, and you can also mix different types of pets too. There will be a drop-down menu on the item which allows you to add extra pets to your order and there is a text box to enter the details too.
Do you do custom orders?
I love to create custom designs for you whether it is a specific breed, a mixed breed or an unusual type of pet.
If you would like a custom drawing of your pet, I can do a bespoke drawing from a photograph for £25 or a realistic colour edit of an existing drawing for £15. Once you have purchased your bespoke, we will look after it for you and you can request it (free of charge) on future orders.
If you would like to get a custom design, please get in touch to discuss this first then when you place your order select either bespoke drawing or bespoke colour from the drop-down menu.
What kind of photograph do I need for a bespoke drawing or colour?
For a bespoke drawing I will need a bright, light front facing photo that shows your pet exactly as you want him/her drawn. Make sure the photo shows the true colour of your pet as I will use the photo to pick the colours.
Also think about the expression you would like your dog/pet to have. Do you want him to look more serious or smiley? Would you like the tongue in or out?
How long does an order take?
We will aim to dispatch your order in 1-3 days. If you have requested a bespoke drawing these take longer as it is a time-consuming process and bespoke orders are very popular. They can take between 2-4 weeks.
If you need your gift by a certain date, always make sure to let us know as a note at checkout or when agreeing your bespoke and we will wherever possible do our very best to accommodate this.
What if I received the wrong order?
Please send us a message of the wrong item with your order number and packing slip to email@example.com
What if I am missing items from my order?
Please send an image of the items you have received alongside the packing slip to firstname.lastname@example.org
What if I have received a faulty item?
Please send us a photo of the faulty item to email@example.com
What if I would like to cancel my order?
Please contact firstname.lastname@example.org please note orders can only be cancelled if the order has not already been processed. Please note during busier periods you may not be able to cancel your item.
What postal service do you use?
We use royal mail tracked 48 or tracked 24 . We also use Royal mail special delivery and Royal Mail international delivery.
What if I can't find my order confirmation?
If you have not received an order confirmation, please check your spam folder or any other email address you may have. If you have only entered a mobile number, you will receive text updates. If you still can’t locate your confirmation, please email email@example.com with your full name and we will help you.
Can I track my item?
You will receive either an e mail or text with your tracking number once your order has been dispatched. All our Royal Mail services that we use are trackable. If you can't find this email please check your spam folder or any other email accounts that you have.
Can I return my order?
You can only return non - personalised orders and non sale items. All of our personalised items are non returnable (unless faulty or incorrect personalisation) as they have been specially created just for you.
Do you offer free returns?
Returns are at the cost and responsibility of the customer. We recommend using a recorded /tracked postage service to ensure that your return arrives with us safely. Syd&Co cannot be held responsible for returns that are lost in transit.