FAQ
Before you buy
Do I pay before I see my portrait?
No. You upload your photos, choose a style, size and frame, and see a set of portraits in about fifteen seconds — all free. You only pay after you've picked one and approved it at the size and in the frame you've chosen. Nothing is charged until you approve a portrait you have actually seen.
What if I don't like any of them?
Ask for a fresh set. It's free, and you can do it as many times as you reasonably need to. If you never find one you like, you never pay anything.
Is this AI?
Yes. We use AI to compose your portrait, and we'd rather tell you than have you find out. Your portrait is composed from your own photographs, in a house style we wrote, tested and judged against our own rubric before we put it on sale. It isn't a filter — a filter does the same thing to every photograph you feed it. It isn't a template with your pet dropped into someone else's picture, and it isn't a stock image. We don't claim a person drew it, and you won't find "hand-painted" or "hand-drawn" anywhere on this site describing what you receive. There's a fuller answer on our How we work page.
How long does the whole thing take?
The portraits come back in about fifteen seconds, and you can choose, approve and order in one sitting — there's nothing to wait for, no proofs by email and no back-and-forth. Making and posting it takes days rather than weeks after that.
What photos work best?
One to four photographs. Ordinary phone photos are fine. What helps: good even light, the face clearly visible, and your pet filling a decent part of the frame. The more you give us, and the sharper they are, the closer the likeness.
Can I have more than one pet in the same portrait?
Yes, for an additional charge shown on the product page.
Can I put a name or a date on it?
Yes, on some styles — you'll see the option in the configurator where it's available.
The print itself
What paper is it printed on?
Giclée-printed on 200gsm Enhanced Matte Art — a heavyweight fine-art paper with a real surface texture. It's a fixed specification rather than a choice, because each style is developed and judged on that stock.
What are the frames made of?
Real wood with a satin laminate finish, 20mm across the face, standing 22mm off the wall. The natural colourway is real wood with a high-quality oak-effect laminate finish. Eight colours, and the colour never changes the price.
Is it glass?
Acrylic, not glass. Lighter on the wall, and it survives the post — which matters for something that travels framed.
Does it arrive ready to hang?
Yes. A cobra hook is fitted before it's packed. Nothing to assemble.
What does a mount do?
A mount is a wide border inside the frame. It's worth knowing that it doesn't make the frame bigger — it makes the printed picture smaller, and the frame stays the size you chose. We show you the exact printed measurement when you select one, and draw it to scale before you pay. Ours are conservation grade, acid free, and snow white.
Can I buy it without a frame?
Yes, every size is sold as a print on its own.
Delivery and afterwards
How long will it take to arrive?
Days rather than weeks. It's made to order once you approve, then printed at a press near you rather than freighted across a border — so no long transit and no import charges. Your tracking link arrives by email when it ships.
What if it arrives damaged?
Email hello@printandpane.com with your order number and a photo, and we'll reprint or refund. Your rights under the Consumer Rights Act 2015 apply in full.
Can I return it if I change my mind?
Because it's made to order from your own photograph, it isn't returnable for a change of mind — a portrait of your pet can't be sold to anyone else. That's why the approve step exists, and why we show it to you to scale before you're charged. If it arrives damaged or faulty, that's a different thing and we'll put it right.
What if the likeness isn't right?
Email us. We'll make you another, free, once.