FAQs

Below are some of the frequently asked questions. We have tried to simplify them into themes so you can easily find everything you need right here...

Custom Pet Portraits

Do you do pets other than Dogs & Cats?
Yes. We can do a pet portrait of whatever you like, whether it's a snake, a rabbit or your feline friend. As long as the photo is nice and clear plus meets our simple guidelines, our designers can create a beautiful pet portrait for you.

Can I have more than one pet in a portrait?
Yes of course! You can check out our two-pet portraits here and three-pet portraits here. 

Can I preview the portrait before you ship it?
To ensure customers receive the fastest service possible unfortunately we are unable to share a preview before it is shipped. We do of course check the quality of each and every photo sent to us to ensure it meets our image guidelines and we will contact you if there are any issues at all.

Can I change my order once it has been placed?
Please contact us as soon as possible after you have placed you order and depending on the fulfilment stage we will do what we can to accommodate changes. Simply contact us to see what we can do.

Are you able to do the pet portrait without the pets name?
Yes of course. That's no problem at all. Simply state 'No Name' in the name field at checkout and we will omit this from your final print.

Do you create pet memorials?
Roobarb & Rose would be honoured to create portraits in honour of passed pets. We work with customers to find the perfect photo out of the (potentially limited) photo choices you have. Please contact us if you have any further questions at hello@roobarbandrose.com.

What's the ideal photo?
We have detailed some image guidelines here but it's not as daunting as it sounds, simply follow a few basic rules:

  • Ensure you send us a clear high quality photo, not blurry, dark etc. And please, no filters
  • Take a photo that includes the head and close up so that we can crop the pets face perfectly. Pets laying down doesn't typically make for a good photo. Take a look at our products to get a feel for the perfect photo

Returns

My item has arrived damaged, what can I do?
Items may get damaged during transit even whilst they are well packaged. If for any reason there's damage to your product simply contact us within 48 hours and we will do what we can to resolve this for you.

I am missing part of my order
If there's something missing from your order simply contact us as soon as possible and we will rectify the situation for you.

Can I cancel my order?
Due to the bespoke and custom nature of our products they can not be cancelled once ordered simply because we are unable to re-sell a bespoke portrait. If you cancel within 12 hours we will do what we can to cancel the order before our designers have started to work on it.

What if I am unhappy with my portrait?
We strive for the perfect product and we want you to be entirely satisfied with your purchase. If for any reason you do not like your product simply get in touch and we will do what we can to ensure you're 100% happy.

Shipping

How long will my order take?
We aim to design, fulfil and ship orders as quickly as possible. Typically this takes 2-4 weeks for your bespoke pet portrait. Many orders will arrive within a couple of weeks.

How much is shipping?
Wherever you are in the world our shipping charges are calculated at checkout depending on the service you would like to use and of course where you are located. We aim to offer the best possible delivery rates

Can I track my order?
You will receive an email with your tracking number once your order has been shipped

 

If you have any questions that we have not been able to answer above simply contact us and we will do whatever we can to ensure you have an answer.