FAQ & Contact Us

Frequently Asked Questions

Questions about ordering a pet portrait? We've got you covered! Review our handy guide
below for our most frequently-asked questions.

Returns

Can I return my pet portrait if i'm unhappy with it?

Due to the custom nature of these products we produce at West & Willow, we are unable to offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet.

However, if your order arrived damaged or the artwork isn't quite what you were expecting, please follow these steps:

Order arrived damaged? Upload a photo of the damage on this form and we will assist you with a replacement.

Artwork didn't turn out the way you were hoping? Start by requesting a replacement with this form and our customer care team will follow up with you. We offer a personal satisfaction guarantee up to 60 days after your order is placed.

If you submit a form for damages or artwork issues, you do not need to email us - we review these requests frequently.

Shipping

what are your shipping times?

General shipping timelines:

USA: We estimate orders to arrive within 1-2 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 3 weeks.

UK, Australia, Canada & Europe: We estimate orders to arrive within 2 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 4 weeks.

Shipping Cost

We offer FREE global shipping on all orders over $100+.

For orders under $100, we charge $10 flat rate shipping to the US, UK, CA, and AUS.

We currently ship to the USA, Canada, UK, Australia, and select European countries.

what are your shipping charges?

We offer FREE global shipping on all orders over $100+.

For orders under $100, we charge $10 flat rate shipping to the US, UK, CA, and AUS.

We currently ship to the USA, Canada, UK, Australia, and select European countries.

Am I able to cancel my order after its been placed?

Due to the custom nature of our portrait products, we begin work on each order promptly after they are placed.

To cancel an order, you must email support@westandwillow.com within 30 minutes of your order being placed and we will process a refund at our discretion. After 30 minutes, it is not possible to cancel your order.

Will all of my items arrive in the same shipment?

While we always strive to deliver your items together, occasionally one item in your order will be completed ahead of time and shipped out first. For example, if you order a framed portrait and a phone case, the phone case may arrive separately.

If you ordered any of our Vegan Leather pet accessories, please expect these to be delivered separately.

How do l leave a review?

Your feedback is extremely important to us! To leave a review, click here and scroll to the bottom of the page where you see reviews and click the button that says "Write a Review."

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Please note, we are unable to make any order changes, including cancellations, photo swaps, frame size upgrades, etc. after 30 minutes of your order being placed.