Frequently Asked Questions

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

Pet Portraits

Yes! We have 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 order artwork previews. However, if your photo doesn’t meet our quality standards, we’ll reach out to you for a new one. We want you to love your West & Willow portrait! Be sure to review Image Guidelines here .

Yes! Check out our two-pet portraits here . At this time we are unable to feature more than two pets per portrait.

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.

Changed your mind on a frame color or size? Please reach out within 12 hours of your order being placed and we will accommodate the change. After 12 hours, it is at our discretion on whether or not the change is possible. Please note, in rare cases, changes to orders may result in shipping delays.

Our speciality is pet portraits. At this time West & Willow does not create human portraits of any kind.

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. 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.

Our sizes are in inches. Here is a reference:  

- 8x10 in (20.32 x 25.4 cm)

- 12x16 in (30.48 x 40.64 cm)

- 18x24 in (45.72 x 60.96 cm)

Returns

If you're not 100% happy with the final product, contact us and we will help to make it right. 

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

If you are unhappy with your final, we ask that you reach out to our customer service team within 24 hours of receiving your delivery. We will work with you on making things right.

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. 

Something missing from your order? Digital download file never arrived? Need help tracking something down? Our customer support team will help you sort anything out right away.

While it's rare, occasionally your precious portrait get damaged in shipment. Please contact us within 48 hours of receiving your order and we will work fast to get a replacement. Please provide photos of the damage in your first email so we may help you faster.

Shipping

Shipping Times
USA: We estimate orders to arrive within 2-3 weeks from the date of purchase. Many orders arrive in 2 weeks or less.


Australia, UK, Canada & Rest of World: We estimate orders to arrive within 2-4 weeks from the date of purchase. Many orders arrive in 2 weeks.

You should receive your shipping confirmation email and tracking number within 5-7 business days after placing your order. During holidays and sales, it may take as long as 7-10 business days to receive your shipping confirmation.  

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

USA: $9.95
CA, UK, AUS: $14.95 USD
Europe: $14.95 USD

Global flat rate shipping for phone cases: $6.95 USD

Due to the custom nature of our 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. 

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."

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