Frequently Asked Questions

Common questions, answered. Try searching for "Photos", "Shipping" and "Delivery" and more!

Pet Portraits

Yes! We create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it's an animal, we will create a portrait for you. Please note: at this time we do not create portraits of humans (no matter how cute you are!).

In an effort to get your order to you as efficiently as possible, we do not offer artwork previews or proofs. But don't worry! If your provided photo won't make the best portrait, we’ll reach out to you for a new one. Be sure to review Image Guidelines here .

Yes! Check out our two-pet portraits here and three-pet portraits here . If you would like more than 3 pets in a single portrait, please reach out to our support team at support@westandwillow.com to help.

West & Willow is honored to create portraits in honor 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 support@westandwillow.com.

Yes! We are happy to help with changes to your pet portrait order as long as you reach out to support@westandwillow.com within 12 hours of your order being placed. 

After 12 hours most changes, including address updates, can no longer be made.  Please note, in some cases, changes to orders may result in shipping delays.

Yes! We appreciate modern, simple design just as much as you do. If you prefer to have the portrait designed without your pet's name, please write "NO NAME" in the name box.

1.) Photo is taken in a well lit area. Ideally without a filter and in natural lighting.

2.) Close up and head on, showing as much of the ears, head, neck, and chest as possible. This will allow us to get a good crop of your pets face. Photos of your pet laying down are not ideal.

3.) Avoid overhead or blurry photos.

Review our Image Guidelines for more information.

Frame moulding size varies from 1"-1.5" depending on your portrait size.

Poster Size Size with Frame (approx. 1" molding)

8x10 in (20.32 x 25.4 cm) 10x12 (25.4 x 30.48 cm)

12x16 in (30.48 x 40.64 cm) 14x18 (35.56 x 45.72 cm)

18x24 in (45.72 x 60.96 cm) 20x26 (50.80 x 66.04 cm)

We offer limited edition backgrounds every season. Once the season has passed, those limited editions will never be available for purchase again. They are truly unique and collectable! 

We offer a high quality digital file of your completed artwork as an add-on to any physical product. You will receive your file digitally once your order has shipped. 

Please note that currently do not offer Digital Downloads as a standalone product.

Skip the Line is an optional add on to push your custom portrait's artwork to the front of our artist's queue. By moving ahead in our queue, your artwork will be finished and on the way to you quicker than orders without this option. Please note that it does not change the shipping speed or transit time.

Returns

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.

If you're unhappy with your artwork, we'll work with you on revisions. We do ask that you reach out to our customer service team within 24 hours of receiving your delivery. 

We begin work on each custom pet portrait order promptly after they are placed. To cancel an order, you must email support@westandwillow.com within 12 hours of your order being placed and we will process a refund at our discretion. After 12 hours, it is not possible to cancel your order. 

Something missing from your order? Digital download file never arrived?

Orders with multiple customized items may ship separately. Be sure to check your tracking email for multiple tracking links. If you're still having trouble with a missing item, our customer support team will help you find it right away. 

Even though we take extra care with packaging and handling, in rare cases your order may get damaged once it leaves our hands.

Please email us photos of the damage incurred to your custom pet portrait to support@westandwillow.com within 48 hours of receiving your order and we will work fast to get a replacement.

Please note that we are unable to honor retroactive discounts. If you forgot to enter your unique discount code at checkout, please reach out to our team as soon as possible so we can find a solution for you.

Shipping

Holiday 2021 Delivery Deadlines
Need it for Christmas? Keep the dates below in mind for the 2021 holiday season:

PET PORTRAITS, MUGS, PHONE CASES & QUOTE SIGNS:
Monday, December 6 - International shipping cut off
Friday, December 10 - Ground shipping cut off for USA
Monday, December 13 - Expedited shipping cut off for USA
Tuesday, December 14 - Overnight shipping cut off for USA.

VEGAN LEATHER COLLAR AND LEASH
Monday, December 6 - International shipping cut off
Tuesday, December 14. - Shipping cut off in the USA

Order by 11:59 EST on the dates indicated above.

Note: Our friends in the shipping industry are working extra hard this time of year and we suggest ordering your gifts as early as possible. We work closely with our shipping partners to provide this detailed shipping guide. Nevertheless, the best way to beat the rush and avoid any carrier delays is to make your gifts early.

Shipping Times

USA & AUS: We estimate orders to arrive within 2-3 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 4 weeks.

UK, Canada & Europe: We estimate orders to arrive within 2-4 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 5 weeks.

Shipping Cost
We offer FREE global shipping on all orders over $100+. For orders under $100, we charge flat rate shipping (all prices in USD):

USA: $10
CA, UK, AUS: $15 USD
Europe: $15 USD

Learn more about shippin
ghere.


We offer FREE global shipping on all portrait orders over $100+. For orders under $100, we charge flat rate shipping (all prices in USD):

USA: $10
CA, UK, AUS: $15 USD
Europe: $15 USD

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 12 hours of your order being placed and we will process a refund at our discretion. After 12 hours, it is not possible to cancel your order. 

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. 

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."

Holiday 2021 Delivery Deadlines

Need it for Christmas? Keep the dates below in mind for the 2021 holiday season:

PET PORTRAITS, MUGS, PHONE CASES & QUOTE SIGNS:

Monday, December 6 - International shipping cut off

Friday, December 10 - Ground shipping cut off for USA

Monday, December 13 - Expedited shipping cut off for USA

Tuesday, December 14 - Overnight shipping cut off for USA.

VEGAN LEATHER COLLAR AND LEASH

Monday, December 6 - International shipping cut off

Tuesday, December 14. - Shipping cut off in the USA

Order by 11:59 EST on the dates indicated above.

Note: Our friends in the shipping industry are working extra hard this time of year and we suggest ordering your gifts as early as possible. We work closely with our shipping partners to provide this detailed shipping guide. Nevertheless, the best way to beat the rush and avoid any carrier delays is to make your gifts early.

Shipping Times

USA & AUS: We estimate orders to arrive within 2-3 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 4 weeks.

UK, Canada & Europe: We estimate orders to arrive within 2-4 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 5 weeks.

Shipping Cost

We offer FREE global shipping on all orders over $100+. For orders under $100, we charge flat rate shipping (all prices in USD):

USA: $10

CA, UK, AUS: $15 USD

Europe: $15 USD

Vegan Leather Pet Accessories

One Size - 4 feet long, ¾” wide

We offer 4 sizes in our collars; 

Small - ¾” wide, Fits neck size 8”-12”

Medium - ¾” wide, Fits neck size 12-15”

Large - 1” wide, Fits neck size 15”-18”

XLarge- 1" wide, Fits neck size 18”-23”

Our accessories are made with USDA and PETA-Approved Vegan Leather made with BioVeg. The canvas is constructed from ½ Soul Eco®, ½ OEKO-TEX Cotton. Our hardware is solid brass, handbag quality and military grade. Body shell content-27% recycled polyester/73% PU, Lining-50% Cotton/50% PA biodegradable.

All of West & Willow's Vegan Leather accessories are hand-crafted in small batches by a dedicated team of artisans located in Portugal

We offer seven neutral, modern tones to fit your vibe;

  • Carbon (Black)*
  • Indigo (Navy Blue)
  • Evergreen (Hunter Green)
  • Stone (Light Gray)
  • Blush (Dusty Pink and Cream)
  • Sand (Tan)
  • Mandarin (Orange)

*-Carbon leashes and collars feature Black Matte hardware, all other color variants feature Brushed Nickel hardware.

All 50 United States, UK, Canada, and Austraila

$15 (USD) Flat rate if your order is under $100 (USD).

Get Free Shipping when your total order is over $100 (USD).

In most circumstances, if your accessories order has been placed within 12 hours, changes to your shipping address are possible. It is at West & Willow's discretion if it is possible to update your order if it has been more than 12 hours since you placed your order.

In most circumstances, if your accessories order has been placed within 12 hours, changes to your order are possible. It is at West & Willow's discretion if it is possible to update your order if it has been more than 12 hours since you placed your order.

We know you're excited and we can't wait for you try!

Currently, we are estimating 5-7 business days for USA orders and 2-3 weeks for international orders.

We want to make sure you are 100% satisfied. Please reach out to our team as soon as you receive your products, you can go to ourContact Us page to submit an inquiry, or shoot us an email at support@westandwillow.com .

Your returned package will need to include all received packing materials (packing slip, receipt) in the box along with the returned item(s). Delays in processing your return may occur if your returned package does not include the above. All returns, refunds, and exchanges are subject to inspection by our warehouse team to confirm the condition of the product.

Spot clean with a damp cloth. Avoid excessive water exposure and dirt. Store in a place out of reach from your pet to avoid being mistaken for a chew toy!

After you ship your return and it arrives at our receiving facility, it should take 5-7* business days for your return to be inspected, processed, and for an email confirmation to be sent. Bank statements should reflect after an additional 3-5 business days.

*Please allow an additional 1-2 days time during the Holiday season for processing.

Oh no! Need to cancel?

You'll need to reach out to our team as soon as possible. Cancellations within 12 hours are always possible. If it has been more than 12 hours since you placed your order, our team will confirm with you whether or not it will be possible to cancel your order before it ships out.

Please reach out to us directly by submitting an inquiry to our team on the Contact Us page or shoot us an email at support@westandwillow.com . 

Question not answered? Reach out to our customer service team at support@westandwillow.com.