Q&A
Order
Q: How do I place an order?
A: To place an order, follow the steps on our product pages: Fill out the customizable options, such as frame and background colour, and then upload the photos for us to draw and add to the cart.
Q: Do you make it to all pets?
A: We love to create all furry or fur-less friends. We've drawn birds, lizards, rabbits, and more. Just upload your photo, and we'll make it happen.
Q&A
Shipping
Q： Which Logistics provider are you using?
A: Items in the UK are sent via Royal Mail Special Delivery, a tracked and signed-for service that requires a signature upon delivery. Items will be dispatched once they are made. Please refer to the product item description for production lead time. International Orders are sent via Royal Mail, signed and tracked. Import duty may be payable by you upon receipt, so it is essential to check with your local authority for potential costs associated with import tax. Each country has different rules, so a thorough investigation locally is necessary.
I
Q: When will my order ship?
A: Please refer to our processing times guide for details. Choose express delivery for the fastest shipment.
Q: Will my order arrive altogether?
A: We aim to deliver all items together, but occasionally, one item may arrive separately to ensure the fastest delivery time.
Q: Why hasn't my shipment arrived?
A: Shipments may be delayed due to reasons such as strikes and unforeseen circumstances.
Q: Which countries do you ship to?
A: We have facilities worldwide but are mainly located in the UK. If your country is not listed, contact us; we can ship directly to your destination.
Q&A
Payment
Q: How do I pay for my order?
A: You can pay securely with credit/debit cards or PayPal through our payment processor, Stripe.
Q: Where's my order confirmation email?
A: After payment, you will receive an order confirmation email. Check your spam or junk folder, and contact us if you can't find it.
Q: Can I get an invoice?
A: You will receive an invoice shortly after placing your order. Contact customer service if needed.
Q&A
Refund
Q: Can I get a refund after placing the order?
A: Every creation takes a minimum of 10 hours to produce. If there are no quality issues, refunds are not accepted. We hope you understand and respect our hard work.
A: Refunds (if applicable): Upon receipt and inspection of your return, we will promptly notify you of the approval or rejection of your refund via email. If approved, the refund will be processed and credited back to your original payment method within a few days. Late or missing refunds (if applicable): If you have not received your refund, please check your bank account and contact your credit card company. After that, reach out to your bank. If you have completed these steps and still have not received your refund, don't hesitate to get in touch with us at support@abientot.uk
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