Frequently Asked Questions

You can have up to two pets on most of our custom items, and sweatshirts and hoodies can accomodate up to six pets. Please select the number of pets you'd like on the item and make sure the charge is added to your basket. 

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!

How It Works

1. Upload Your Pet’s Best Pic
   Pick a clear, high-quality photo of your furry (or feathery!) friend. One photo per pet, please. 🐾

2. Get Their Custom Portrait
   We’ll turn your photo into a one-of-a-kind illustration that shows off your pet’s personality.

3. Tweak It If You Need To
   Not 100% in love with the first draft? Don’t worry — we’ll happily make edits until it feels just right. ✨

4. Give It the Paw of Approval
   Once you say “yes, that’s my pet!” we’ll prep the design for embroidery.

5. Happy Mail Day
   In just 2–3 weeks, your custom embroidered item will arrive at your doorstep, ready for cuddles (from you, not the embroidery 😉).

You can confirm who is who when you chose your illustrated designs!

Q: Will I get to see my pet’s portrait before it’s embroidered?
Yes! We’ll send you a digital draft of your pet’s portrait so you can review it before we start embroidery.

Q: What if I don’t love the first draft?
No worries — that’s what edits are for! You can request changes (like adjusting colors, markings, or details) to make sure the portrait really feels like your pet.

Q: How many edits can I make?
You’ll get a few rounds of edits included in your order. This usually covers everything needed to get your portrait looking just right.

Q: What kind of changes can I request?
Small tweaks are perfect — things like:

• Making markings more accurate

• Adjusting fur or eye color

• Fine-tuning shapes or proportions

• Adding or removing small details (like collars or accessories)

Q: Can I completely change the photo or style after seeing the draft?
Since we base your portrait on the photo you upload, big changes (like switching to a new photo or asking for a totally different art style) would require starting a new order.

Q: How long do edits take?
Edits are usually done within 2–3 business days, so you won’t be waiting long to approve your final design.

Q: What happens after I approve the portrait?
Once you give us the go-ahead, we’ll finalize your design for embroidery and ship it out within 2–3 weeks.

create more versions for you to choose! We'll only make it once it is perfect for you!

Orders shipped outside of the UK may be subject to customs duties, import taxes, or local handling fees once they reach your country. These charges are not included in our prices or shipping fees, and are the responsibility of the customer.

Unfortunately, we can’t predict what these charges may be, as they vary by country and are set by your local government.

Before ordering, we recommend checking with your local customs office for guidance on possible charges.

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

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.