Questions, answered gently

It depends on the size and whether you want it framed, and every price on the formats page includes free UK delivery. The painted preview is free and watermarked, so you can see the portrait before you decide whether you want one at all.

Upload one clear photo of your pet and pick one of five styles: oil, watercolour, charcoal, line or pastel. Verify your email for three successful previews per day on this website. Each is watermarked and saved for 30 days. You accept the one you want on screen, before you pay, and that is the picture we print: using the clean master of that exact artwork.

A clear, well-lit photo where their face and markings show: looking towards the camera works best. A 12-megapixel phone photo comfortably covers A3 and usually A2. We measure your photo's pixels against each print size before you pay; below 140 dpi a print looks soft, so we don't sell it.

Yes. The picture you accept on screen IS the picture we print: we use its clean master without the watermark. The product preview shows any cropping needed for your chosen format.

Framed paper prints at A3 in black or natural wood, and A2 in black, behind plexiglass. Unframed paper prints at A3, A2 and 50x70cm, on 250gsm uncoated off-white archival paper. Canvas at 30x40cm and 50x70cm on a 2cm FSC wood stretcher. Framed canvas at 30x40cm in black, dark wood or natural wood, and at 40x50cm in black or natural wood. Metal prints and wood prints at 30x40cm and 40x50cm. There are also mugs, and a digital download. Every price includes UK delivery.

Each portrait is made to order in the UK: production takes 2–4 working days, then delivery 2–5 working days. We know this is a tender time: if you need it by a certain date, email us and we will do our best.

They are used only to make your preview and your print, and never for anything else. Watermarked previews are saved for 30 days. If you do not order, the photo you uploaded is deleted after 30 days. If you do order, we keep the photo and the artwork for 90 days so we can reprint if something goes wrong, and then they go too.

If your print arrives damaged, misprinted, or not what you ordered, email orders@smallgoodbyes.com within 30 days with your order reference and a photo of the issue, and we will reprint or refund, your choice. Because personalised items are made from your photo to your specification, the usual 14-day cancellation right doesn't apply once production starts (Consumer Contracts Regulations 2013, reg 28(1)(b)). You never need that right for a picture you dislike, because you accept the painting on screen before you pay.