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How can we help?
Find your order in a few clicks, get answers right away — and reach a real person whenever you need one.
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Find your answer
The questions we're asked most, grouped the way they come up.
Creating your portrait
What kind of photo should I upload?
A clear, well-lit photo where your pet's face is visible and reasonably large in the frame. Eye-level shots work best. Avoid heavy blur, harsh shadows or a face hidden behind toys or hands. JPG, PNG, WEBP and HEIC are accepted, up to 15 MB.
How long does the portrait take?
Usually a few minutes, depending on the style and how busy the studio is. The page shows the live progress, and you can leave and come back to your draft at any time.
Will it really look like my pet?
Our styles are built to keep your pet's identity — coat colour, markings, eyes, ears and expression — while changing the artistic treatment. If a result isn't right, regenerate it in one tap.
What if I don't like the result?
Generate another version without uploading again, or try another style: you get 5 free credits a day and each portrait or new version uses one. Leave your email and you get 3 more a day. If a generation fails, the credit is given back.
Can I include more than one pet?
Right now each portrait features one pet for the best likeness. Multi-pet portraits are on our roadmap — in the meantime you can create a matching set.
Do you make memorial portraits?
You can create a memorial portrait from a clear existing photo or scan. Contact us if you need help choosing one.
Orders, payment & delivery
Where is my order?
Open “Find your order”, enter the order number from your confirmation email and the email you used at checkout, and we'll send you the private link to your order status and tracking.
How long does delivery take?
Every physical product is made to order, then delivered with tracking in 4–8 business days for posters and prints, or 5–10 business days for canvas, framed prints and apparel. Shipping starts at €3.90. Digital portraits are ready to download right after payment. Shipping is free on orders from €49.
Can I cancel my order?
You can cancel a physical order free of charge as long as production hasn't started. Write to us as soon as possible with your order number.
How do I pay?
Checkout is handled by Stripe and accepts major cards and popular European payment methods, including Klarna to pay in 3 interest-free instalments. We never see or store your card details.
What do I receive with the digital portrait?
A high-resolution PNG without watermark: download it right after payment from the confirmation page, and you also get a secure link by email.
My digital file is missing or won't open
Your download link is on the confirmation page and in your email, and you can get it again from “Find your order”. If a file is corrupted or never arrived, write to us and we'll fix it.
Returns, refunds & damage
Can I return a personalised product?
Because every product is made to order with your own artwork, we can't accept returns for change of mind. You always preview and approve the artwork before ordering.
What if my order arrives damaged?
Send us a photo of the damage within 14 days of delivery and we'll reprint and reship at no cost.
How long does a refund take?
Refunds are issued to the original payment method through Stripe, typically within 5–10 business days depending on your bank.
Privacy & your photos
What happens to my photos?
Your photos are stored privately, used only to create your portrait, and deleted after the retention period described in our privacy policy. We never publish customer images without explicit permission.
Damaged, defective or wrong item
We'll make it right.
If your order arrives damaged, has a printing defect or doesn't match what you ordered, here's all it takes.
Take a few photos
Show the damage, the defect or what doesn't match your order.
Send them within 14 days
Write to us with your order number within 14 days of delivery, so we can open a claim with the courier.
We reprint and reship
At no cost to you. If a reprint isn't possible, we refund you.
The 24-month legal guarantee of conformity always applies.
Still need help?
Write to a real person
We reply personally by email, usually within one business day.
To help us answer faster
- Add your order number (it starts with ZV-).
- Use the email address you checked out with.
- For damage, send a few photos to support@zilvea.com or reply to our email with them.