FAQ & Photo Guide
Everything you need to know before commissioning a bespoke portrait — from photo selection to preview, delivery, and client care.
Photo Guide
• A clear, front-facing portrait
• Both left and right side profiles
• A view from behind (to capture coat patterns)
• A close-up of their face highlighting their unique expression
The more details you share, the closer we get to capturing their soul.
FAQ
Before You Commission
What is included in my commission?
Each commission includes one handcrafted wool portrait based on your pet’s photographs, along with preview images before final delivery.
How long does the process take?
Total Lead Time: Approximately 15–20 weeks.
- Current Waitlist: 12-16 Weeks
- Crafting: Most portraits are completed in approximately 3–4 weeks, depending on complexity.
Do you accept only a limited number of commissions?
Yes. We take on a limited number of portraits each month to ensure each piece receives the time and care it deserves.
Can you create portraits for both living pets and memorial keepsakes?
Yes. We create portraits both for cherished companions who are still with us and as memorial keepsakes.
Craftsmanship & Likeness
What materials do you use?
We use ethically sourced alpaca and merino wool, along with carefully selected details, to create a natural, lifelike presence.
How accurate will the portrait be?
Each portrait is shaped with close attention to markings, expression, and overall presence. Because each piece is handcrafted, slight artistic variation is natural.
Do you use real pet fur?
We use a custom blend of premium Alpaca and Merino wool rather than real pet fur. Natural pet hair is often too brittle to felt into fine details and tends to degrade over time. Our chosen fibers allow us to achieve a more precise, long-lasting likeness of your companion.
Is each piece truly handmade?
Yes. We create portraits both for cherished companions who are still with us and as memorial keepsakes.
Preview, Approval & Revisions
Will I see the portrait before it ships?
Yes. Before shipment, you’ll receive preview images of your finished piece for review.
Can I request changes?
Yes. We’ll refine details where needed during the preview stage to better reflect your pet.
How many refinements are included?
Refinements are handled during the preview stage as needed to ensure the portrait feels right before delivery.
What happens after I approve the preview?
Once approval is confirmed, your portrait proceeds to final delivery and is considered complete.
Shipping & Delivery
How long does shipping take?
Delivery time depends on destination, but most orders arrive within 2–3 weeks (depending on destination).
Do you ship internationally?
Yes. we are pleased to offer Complimentary Insured Shipping on all commissions worldwide.
Will I receive tracking information?
Yes. Tracking details are provided once your portrait has shipped.
What if my portrait arrives damaged?
If your piece arrives damaged, please contact us within 48 hours with photos so we can assist promptly.
Policies & Client Care
Can I cancel my order?
- You may cancel your order within 24 hours of purchase for a full refund.
- After 24 hours, your commission is reserved in our studio schedule. If work has not yet begun, a partial refund may be issued to cover preparation and booking time.
- Once the crafting process has begun, your order is considered in progress and cannot be cancelled. We ensure a preview and approval stage before delivery so you can feel confident before your portrait is completed.
Do you accept returns?
As each portrait is made to order, approved commissions are not eligible for return. However, we provide a preview stage before shipment to ensure confidence before delivery.
Do you offer refunds?
Because each portrait is custom-made, approved commissions are not eligible for return or refund.
To ensure you feel confident before delivery, we provide a preview and approval stage, where refinements can be made before your portrait is finalized.
For this reason, we encourage you to review your preview carefully before approval.
How can I contact you?
You can reach us at [hello@soulpawsatelier.com] and we’ll respond as soon as possible.
Ordering & Payment
What happens after I place my order?
Once your commission is placed, we’ll review your submitted photos and begin preparing your portrait.
Your piece will be carefully handcrafted over the following weeks. Before shipment, you’ll receive preview images of your finished portrait for review and approval.
After your approval, your portrait will be securely packaged and prepared for final delivery.
How should I send my photos?
You can upload your photos directly when placing your order, or send them to us by email after checkout.
Clear, well-lit images taken from multiple angles are most helpful. If we need additional references, we’ll reach out to guide you.
What payment methods do you accept?
We currently accept secure payments via PayPal.
You can check out using your credit or debit card without a PayPal account—simply choose “Pay with Debit or Credit Card” on the PayPal page.
All transactions are protected by PayPal Buyer Protection for your peace of mind.
Is my payment information secure?
Yes. All payments are processed through a secure and encrypted checkout system.
We do not store your card details directly, and your information is handled with strict confidentiality.
Can I make changes after ordering?
If you need to make changes, please contact us as soon as possible after placing your order.
We’ll do our best to accommodate updates before the crafting process begins. Once your portrait is in progress, changes may be limited, but refinements can still be made during the preview stage before final approval.
Do I need a PayPal account to pay?
No. You can check out as a guest using your credit or debit card via PayPal.
Ready to Start Your Story?
To ensure every portrait receives the absolute devotion and time it deserves, we accept only a limited number of commissions each month.
Secure your place in the atelier today — you’ll receive a preview for approval before final delivery.
Still unsure? Reach us at :
hello@soulpawsatelier.com