Frequently asked questions (FAQ)
Where is my order?
If you are emailing to enquire as to the status of an order already placed with us, please kindly wait the full 5-7 working days before contacting us. please visit out Delivery information page for more information on delivery.
If you have received your shipping notification email but still waiting for your order please wait 3 days after receiving the email before contacting us
Can you create artwork that isn't on your website?
We are sometimes able to fulfil small requests to changes that are not listed as part of the product personalisation options, but only if we have existing artwork. Our artwork is created by Sarah and all our prints are reproductions from her original watercolour artwork. We DO NOT sell graphically generated artwork, so unless it has already been painted Im afraid we wont be able to create new artwork for you. We don't offer a commission service in that way, but it is always worth asking for small changes or requests as Sarah has huge back catalogue of images that we can try to utilise to fulfil your requests. If you do have bespoke requests, we ask that you always contact us first before placing an order. If we receive orders where requests for new artwork are made we may cancel the order as we don't offer a commission service.
If you have ordered a digital print and would like to upgrade to a physical mounted print or framed print, you can follow this this link Upgrade me
Sarah is continuously creating new artwork and retiring old artwork. If you know of a piece or art from the past and cant see it please get in touch and we will try to help. If you have an idea for a new print, we would love to hear from you. We collect all customer requests and once a month on a Friday we all sit down with a cuppa and go through new ideas. If your idea is lucky enough to be chosen then we will contact you and offer you a free print, to say thank you.
Can you add something to my print to reflect the passing of a person or a pet?
For our family representations, we are able to represent lost loved ones, with tasteful and appropriate artwork to reflect their passing. Please do get in touch if you would like discuss this. Lost loved ones are just as much part of our families and will always be, as such we are only too happy to help you create the design you would like.
Please be advised that we only can display a limited number of shading options on our website at one time. If you require a darker or lighter skin tone or a hair shade then please do get in touch. Making colour and tone changes is all part of our service as we want your print to represent your families as accurately as possible. With one exception, animals. If you have for example a brown poodle that has white spots, then this wouldn't constitute a colour change as we would need to create new artwork. We can only change the colour and we cant add additional elements. However we are adding to our collection all the time with as many varied and wonderful breeds that we have so please do tell us if you cant find what you're looking and we may add it in the future.
Our journalist friends, for all editorial requests please email us directly firstname.lastname@example.org. We have have a press image library which we can give you access to.