Orders & Payment
How to order a portrait?
Step 1: Select Your Style
Choose the ideal design from our curated collection of unique and creative styles.
Step 2: Pick Your Photo
Find a suitable photo or snap a new following our guidelines.
Step 3: Upload and Checkout
Personalize your portrait and proceed to checkout.
Portrait Creation
Our skilled designers will craft a high-quality portrait based on your photo. You’ll receive an email with a preview within 3 days for approval. Enjoy unlimited free revisions until you're completely satisfied with the design. If we don't hear back from you within 3 days, we'll proceed with the current design.
Framing and Shipping
Once approved, orders are typically printed, framed, and packaged within 7 days, and then delivered within 10–15 business days worldwide.
How to order a treasure?
1. Choose Your Style
Pick a product from our curated selection.
2. Prepare Your Photo
Upload a clear photo (or multiple, if needed) following our guidelines.
3. Upload & Checkout
Submit your photo and place your order.
Product Create
For product orders, the production time depends on the complexity of the item and current production queues. It can take anywhere from 5 to 30 business days. We closely communicate with our artisans to provide accurate estimates, which are available on each product’s page.
Packaging and Shipping
Once complete, your order will be shipped and typically delivered within 8–12 business days worldwide.
Can I cancel my order?
If you wish to cancel or change your order, you may do so within 1 hour of placing it. After this period, cancellations will be granted at our discretion, as our design process often begins immediately after an order is placed. If your artwork has already been created, a $20 cancellation fee will apply to offset the design costs.
How long will my refund take?
Refunds typically take up to 10 working days to be processed and appear in your account.
Why was my pet’s photo not suitable?
Photos may be not suitable due to issues like blurriness, poor lighting, incorrect angles, or missing features. Please refer to our photo guide for detailed instructions on selecting a new image.
Is there an express service I can choose from?
Currently, we do not offer express service for processing orders. Orders are handled on a first-come, first-served basis.
Will you use my photo directly, or will you adjust the angle and clarity?
We start the drawing process using the photo you provide, so please ensure the photo is high-quality and that your pet is facing the camera. If the angle of your face doesn't match the pose, we will make adjustments through hand-drawing. However, major alterations may affect the likeness of your pet.
Can I choose a specific outfit for my pet?
At PetLouvre, we design your pet’s attire to match its unique features—like color, fur texture, and pose. If love a specific outfit from our samples, please feel free to leave a note at checkout, and we’ll do our best to match it!
Previews & Revisions
Do you offer revisions for all items in your store?
We offer unlimited revisions for adjustments to portriait orders. However, we are unable to offer revisions for non-portrait products because physical items are difficult to modify once created. Please upload all required photos from different angles, and our skilled artisans will craft the final product to closely resemble your pet, ensuring it captures every detail.
Can I see a preview before ordering?
Unfortunately, we're unable to provide a preview before purchasing, since each portrait is custom-created by our talented digital artists.
How long does the preview take?
For all portrait orders, you will receive your preview within 3 days after placing your order.
Can I make changes to my preview?
Yes, we offer unlimited revisions! Simply let us know the changes you’d like, and we’ll make them. But please be noted that, if we don't hear back from you within 3 days, we'll proceed with the current design.
Can I change my photo after receiving the preview?
We offer unlimited revisions for adjustments to your artwork. However, if you require a significant change that necessitates the artist to redo the entire piece—such as submitting a new photo or changing the product design—you may make one such adjustment per order at no additional cost. For further extensive adjustments, please submit a new order. You may also cancel this order; however, a $20 cancellation fee will apply to offset the design costs.
Shipping & Delivery
How long does it take to receive my order?
For portrait orders, it takes 3 days to complete your portrait and provide a preview for your approval. Once approved, orders are typically printed, framed, and packaged within 5 business days, and then delivered within 10–15 business days worldwide.
For product orders, the production time depends on the complexity of the item and current production queues. It can take anywhere from 5 to 30 business days. We closely communicate with our artisans to provide accurate estimates, which are available on each product’s page. Once packaged, orders are typically delivered within 10–15 business days worldwide.
Please be noted that, if we don't hear back from you within 3 days for product revision, we'll proceed with the current design.
Do you ship internationally?
Yes, we now ship to a variety of countries worldwide.
How much does shipping cost?
We now offer free shipping on orders over $100 USD, and standard shipping for $10 USD on orders under $100.
Can I return my item?
At PetLouvre, we create customized products that are entirely personal to you and your pet. Due to the unique nature of these products, we are unable to offer returns unless they are damaged upon arrival. If your item arrives damaged or in an unacceptable condition, you can return it for a replacement.
What if my order arrives damaged?
In the rare event that you receive the wrong product, an incorrect size or print, or if your product was damaged during transit, we will replace it at no extra cost. Please contact us within 48 hours of receiving your order to address any issues.
What if part of my order is missing?
If an item is missing, please contact us, and we will ensure it is sent to you promptly.
General Information
How long does it take for you to respond to email inquiries?
We aim to respond to all email inquiries within 48 hours.
Can you check if my photo is suitable before ordering?
If you're uncertain about your photo, you could refer to our detailed photo guide. Should you have any questions, feel free to email us your photo, and our team will gladly review it.
Can I upload a photo of any animal?
Yes! We are happy to create custom portraits for any type of animal, no matter the species.
