1. How do I order a portrait?
Choose your favourite artwork style, select the size and frame colour, then upload a photo of your pet. You can add their name to the print too. Once you’ve placed your order, we’ll create your artwork and email you a digital proof to review.
2. What kind of photo should I upload?
Please upload a clear, well-lit headshot of your pet, with their face fully visible and in focus. A photo taken at their eye level usually works best. Photos where your pet is lying down, far away, or partly hidden may not give us enough detail to create a good portrait. If we need a different photo, we’ll get in touch.
3. Can I choose the colours and add my pet’s name?
Yes! Our designs offer different colour choices, and you can choose whether to add your pet’s name. If you select Their Favourite Place, we’ll use the setting and background from the photo you upload.
4. Will I see the artwork before it’s printed?
Yes. We’ll email you a digital proof so you can check your pet’s appearance, colours, and any text before printing. Please keep an eye on your inbox (and your junk/spam folder) after ordering.
5. What if I’d like something changed?
Reply to your proof email with all the changes you’d like in one message. Your order includes up to three rounds of revisions. If you want to replace your original photo with a completely different photo after we’ve started creating the artwork, an additional redesign fee will apply.
6. How long do I have to approve my proof?
You have 48 hours from when we email your proof to approve it or request changes. If we don’t hear from you within that time, the proof is automatically approved and sent to production. Once approved, we can’t make further changes or cancel the order.
7. What sizes and frames can I choose from?
Our portraits are available in four sizes, from approximately A4 up to A1. You can choose a white, natural wood, dark wood, or black frame. Each framed print arrives ready to hang.
8. Do you deliver outside the UK?
Yes! We deliver to the UK, US, EU, Australia, and many other countries. Where possible, your portrait is printed close to your delivery address. Delivery options and charges are shown at checkout. Orders sent to countries outside those main regions may be subject to local import duties or taxes.
9. When will my portrait arrive?
We typically email your artwork proof within 2 to 4 business days of receiving your photo. After approval, printing and packaging usually take 1 to 3 business days. Standard delivery then usually takes 2 to 5 business days within the UK, US, EU, and Australia, or 5 to 10 business days elsewhere. These are estimates, so please allow extra time if you’re ordering for a special occasion.
10. What if my portrait arrives damaged or there’s a printing problem?
Please email hello@lennyandlolly.com within 14 days of delivery, including your order number and clear photos of both the item and its outer packaging. If your portrait is damaged, misprinted, or has a manufacturing defect, we’ll arrange a replacement free of charge. Because each portrait is made specifically for your pet, we can’t accept change-of-mind returns once the artwork process has begun.
