From your favourite photo to a keepsake you'll have forever

Yes, and you approve it before anything is made. Your pet is designed from your photo, capturing their markings, expression and personality, and you will have your proof within 3 days. Revisions are unlimited, and nothing is stitched until you are happy with it.

More on this in your proof and your digital download.

For embroidered portraits we need a clear photo of your pet's head, because the embroidery is a portrait rather than a full body. Natural daylight beats flash, front facing works beautifully but side on is fine, and a good phone photo is perfect. For scenery prints it is the other way round and we need a full body photo.

Every photo is reviewed by a person before we start, so if yours will not work we will tell you and help you pick a better one. Full guidance in what photo should I send, plus our guides to photographing your dog, your cat, and a black dog or cat.

It depends on the item. Hoodies and sweatshirts take up to 12, though the website only lets you choose 4, so email us if you would like more and we will set the rest up. The large roll top backpack takes up to 3 and is the only bag that takes more than one. Cross body bags and small backpacks are one pet only. Themed borders such as strawberry or pumpkin take up to 2.

Each additional pet is £20, and you will need one clear photo per pet. Full list in how many pets can go on my item.

Sleeve embroidery adds your pet's name, or a short word or date, to the sleeve of a sweatshirt or hoodie. It is a £15 add on with a choice of eight font colours, four font styles and twelve icons, and it has to be selected on the product page before you add to basket.

A border or frame from our collection is £15. One thing worth knowing: names cannot go underneath the portrait on a border design, so if you would like your pet's name on the item, sleeve embroidery is the way to do it. See sleeve embroidery.

Dogs, cats, horses, rabbits, hamsters, birds and reptiles, and we are always happy to be asked about something unusual. We have stitched everything from a rescued sheep to a portrait of a sourdough starter, so if your best friend is out of the ordinary, just ask. There is no breed or pet type to select anywhere, because we work from the photo.

Our garments are unisex with a relaxed fit, so they sit roomier than a high street jumper in the same size. Most people take a smaller size than usual. As a guide, a UK 14 to 16 takes an M and a UK 18 takes an L.

Because every item is made to order we cannot exchange it for a different size later, so it is worth two minutes before you buy. The full conversion table for UK, US, EU and Australian sizes, plus the garment measurements so you can compare against something you already own, is in sizing and fit.

Allow 2 to 3 weeks from the day you order to the day it arrives. Your proof comes within about 3 days, revisions are answered within 48 hours, your item is made 7 to 10 days after you approve, and it is dispatched within 3 working days of being finished.

The stage by stage breakdown is in how long will my order take.

Yes. Fast Track moves your order to the front of the workshop and dispatches it within 7 days. You can add it in your basket or at checkout, and slots are limited each week.

If you are working to a particular date, tell us when you order and we will be honest about whether it can be met. See Fast Track.

UK delivery is free on orders over £45, sent with Royal Mail 48. Below £45 there is a delivery charge, shown in your total at checkout. International orders are sent with FedEx.

You will get an email with tracking as soon as your parcel is on its way.

No. Any customs charges and import duties are worked out and paid at checkout, based on the country you are shipping to, so you will see them in your total before you pay. There is nothing further to pay when your parcel arrives.

If a courier ever does ask you for a payment on one of our parcels, please do not pay it. Get in touch with your order number and we will sort it out. More in delivery, tracking, customs and duties.

You can change your size, colour or delivery address any time before your item goes into production. Get in touch with your order number and what you would like changed.

Cancelling is free before we send your proof. Once your proof has gone your pet has already been designed, so there is a £10 charge to cover that, and the rest is refunded. See changing your order and cancelling your order.

We will always put it right if something has gone wrong at our end. That covers an item arriving damaged or faulty, sleeve embroidery you paid for that was not added, stitching or colouring that does not match the proof you approved, or the wrong item being sent.

Send us your order number and a photo. In the UK we will send you a return link. Outside the UK we cannot take the item back, so we will agree another way to put it right. Because everything is personalised and made to order, we are not able to take returns for a change of mind, sizing or colour preference. Full detail in returns and exchanges.

Once a refund has been processed it takes 10 to 14 days to come through, and it goes back to the payment method you originally used. See how long refunds take.

All major credit and debit cards, PayPal, and other secure checkout options.

Yes. You can add a gift note at checkout or send directly to the recipient. Our pieces work well for birthdays, Christmas and memorial gifts.

For ideas, start with gifts for a dog mum who has everything or our honest guide to whether personalised pet gifts are worth it. If you cannot decide, there is always the gift card.

The reliable one is ours. Sign up to our mailing list and you will get 15% off, plus our exclusive sales and discounts as they come up. Codes on third party voucher sites are usually expired or were never real.

See discount codes and offers.

If your order comes to over £50, a digital copy of your portrait is included free. It is emailed automatically the moment you approve your design, so it arrives in the same thread as your approval confirmation. Check your spam folder if you cannot see it.

Wash at 30°C on a gentle cycle with similar colours, using a mild detergent. Air dry only, laid flat or hung up. Please do not tumble dry, as the heat and the tumbling can damage both the fabric and the stitching.

To iron, turn the item inside out, lay a clean cloth over the embroidery and use a low to medium heat. Never put an iron directly onto the stitching. See caring for your embroidery.

We are a real studio in Cambridge, England, founded in 2021 by Lucy and Andy with one embroidery machine and our rescue dachshund Lola. Our team designs and stitches every order in house, and we have completed over 50,000 orders for pet parents worldwide.

Read more on our about us page and see what customers say on our reviews page.

Use our contact form or email hello@lucyandlolashop.com. Include your order number if you have one, and a photo if it is something we need to see.

If your question is urgent, say so and why in the first line, and we will pull it forward. See how to reach us.