Questions answered

Each portrait is created using a process that blends digital illustration tools with careful human review. The result looks and feels like a hand-crafted pencil drawing — soft graphite shading, fine detail, paper texture — but it's made digitally so we can deliver it to you quickly and at an accessible price. Every portrait is reviewed by a real person before it's sent, to confirm it genuinely looks like your dog.

This is the thing we care most about. Every portrait is made from your specific photo — not a template. Before we send anything, a member of our team checks that the portrait faithfully captures your dog's coat, colouring, face shape, and expression. If it doesn't look right, we remake it. We won't send you a portrait that doesn't look like them.

You'll receive 3–4 unique versions in your delivery email. Each one is made individually, so you can choose the one that feels most like them — or keep more than one.

Yes — their name is written in warm, legible script on the portrait, positioned so it complements rather than covers the drawing. Please take a moment to check the spelling when you place your order.

A clear, well-lit photo where your dog's face and coat are visible is ideal. A favourite from your phone works perfectly — it doesn't need to be a professional photo. The most important thing is that it shows their colouring and face clearly. If the photo is blurry or very dark, we'll let you know and ask for another.

Your photo is used only to create your portrait. It is not shared, published, or used for any other purpose. Please see our Privacy Policy for full details. Privacy Policy.

Photos up to 10MB are accepted. Most phone photos are well within this. If your photo is larger, most phones and computers can export a smaller version without losing quality.

Your portrait will arrive in your inbox within 24–48 hours of your order. We take this time because every portrait is created individually and reviewed before it's sent. The wait is intentional — it means what you receive has been made carefully, not generated in an instant.

By email, as high-resolution digital files. You'll receive a message with your portraits attached (or as download links, depending on file size). There are no physical prints at present — you can save the files, share them, or take them to a local print shop if you'd like a physical copy.

Portraits are delivered as high-resolution PNG files, suitable for printing or digital display. They're portrait-oriented and sized so you can print them clearly at A4 or larger.

If the portrait doesn't look like your dog, or something isn't right, please let us know and we'll remake it — at no extra cost. We don't limit the number of remakes. Our aim is that you end up with a portrait you genuinely love. See our remakes policy.

Yes. If you receive your portraits and something isn't quite right — the colouring feels off, the expression isn't quite them — just reply to the delivery email with your feedback and we'll create a revised version.

We don't offer cash refunds on digital products that have been created and delivered. What we do offer is unlimited free remakes — if the portrait isn't right, we keep working until it is. Please see our refunds and remakes page for the full policy. Refunds and remakes policy.

Yes — our sister site, Cat Memorial Gifts, creates the same style of personalised pencil portrait for cats. If you've lost both a dog and a cat, or want a portrait for someone who has lost a cat, you'll find the same gentle process and the same care over there. Visit Cat Memorial Gifts.