Frequently asked questions
Orders
How do I place an order?
Choose your portrait style, upload a photograph of your pet, add optional personalisation, select your frame, and complete checkout. We'll take care of the rest.
Do you do portraits of all pets?
Absolutely! We accept all pets no matter their shape, size or colour. Please refer to our photo guidelines to get the best results.
What photos work best?
Clear, well-lit photographs where your pet is facing the camera generally produce the best results.
Can I include more than one pet?
We currently create portraits featuring a single pet. Multi-pet portraits are not available at this time.
Can I make changes after placing my order?
Please contact us within 30 minutes of placing your order. Once production has started, we cannot guarantee that changes can be made.
Will I receive a proof before printing?
In order to create and deliver your portrait as efficiently as possible, we do not provide artwork previews, proofs or revision rounds prior to printing.
Rest assured, if the photograph you've provided is unlikely to produce the best possible result, we'll contact you and request an alternative image before production begins.
To ensure the best outcome, please review our Image Guidelines before placing your order.
Are all portraits created by artists?
Every Oli & Oak portrait is individually created by a professional artist.
We do not use artificial intelligence (AI) to generate our artwork. Each portrait is carefully hand-illustrated using the photographs you provide, ensuring a thoughtful and personal result that reflects the character of your pet.
Returns
Do you accept returns?
As every Oli & Oak portrait is custom-made to order, we are unable to accept returns or offer refunds for change of mind. Each piece is created specifically from the photographs and details provided at the time of purchase.
My order arrived damaged. What should I do?
If your order arrives damaged, please contact us within 48 hours of delivery and include photographs of both the artwork and the packaging. We will review the damage and arrange a replacement where appropriate.
I'm not happy with my artwork.
We take great care in producing every portrait and want you to be delighted with the finished piece. If you believe there is an issue with your order, please get in touch and our team will review your concerns on a case-by-case basis.
Do I need to submit a claim and send an email?
No. Once you have submitted your claim, there is no need to contact us separately. Our team regularly reviews all submissions and will respond as soon as possible.
Shipping
How long does shipping take?
Each portrait is made to order and carefully produced before being shipped.
We estimate delivery within 1–2 weeks from the date of purchase. During peak periods, including holidays and seasonal demand, delivery may take up to 3 weeks.
Once dispatched, delivery can be same day or between 1 to 2 business days.
Do you ship internationally?
We currently ship across the UAE.
How much does shipping cost?
Shipping is free within the UAE.