Frequently Asked Questions

You can have up to two pets on most of our custom items, and sweatshirts and hoodies can accomodate up to four pets. Please select the number of pets you'd like on the item and make sure the charge is added to your basket. If the extra pet charge is removed from your basket this will have to be added back before we can make your item. 

You just need to pick the number of embroidered illustrations in the drop down on the product page - this is £15 per extra pet. Then upload your photos as normal!

Just choose your favourite photo (although who can pick just one?) and let us create a custom pet portrait illustration for you to fall in love with.

How It Works

1. Upload Your Pet's Photo: Choose a clear, high-resolution image for the best results. Please upload one photo per pet. 
2. Review and Revise: We offer unlimited revisions to ensure you're completely satisfied with the portrait.
3. Approve your illustrations: Once you're happy with the design, approve your order and await your personalised item! 
4. Fast Delivery: Your custom pet portrait embroidered item will be delivered to your doorstep after just 3/4 weeks.

If you'd like multiple portraits to chose your favourite one then you can add the Custom Pet Portrait - Extra illustration product to your basket for just £5 per additional portrait and then pick your favourite one for us to edit! 

You will get your first draft within 7 working days of your order (excluding UK bank holidays) 

When Lucy sends your illustration she will ask you to confirm who is who or you can add the names to the notes section in the cart too.

No problem - you get to make unlimited revisions. We'll only make it once it is perfect for you!

Please contact customer service at hello@lucyandlolashop.com with photos and your order number explaining the issue and we will resolve it asap. 

Full colour embroidered items take between 3-4 weeks to process from order date (please note if there are multiple stages of revisions this will impact processing time)

Outline portraits are shipped after 7 days of ordering (please note we do not provide proofs for these items)

Ready to ship items dispatch within 2-3 working days. 

All our items are unisex so the fit is regular, not too baggy and not too tight. Please see the size guides on the listings for more information.

The best photos are the ones that you feel really show off your pet's personality! Try to find ones close up (headshot) of them looking their best. If you have a dog smiling photos always work well!  

Try to take a photo in good natural lighting (outside or by a window) to make sure your pet's colours are accuratley represented. Please upload one photo per pet to be illlustrated as the price includes one portrait per portrait with revisions. If you'd like more than one portrait to choose from please add the Custom Illustration Extra charge to your basket :)