FAQ

With the popularity of Turner & Walker we are confident that you will love our work so much we send all finished artworks out asap without proofing, our artists are FULL time Proffessionals who strive to make each and every painting perfect and are amazingly talented!

Rest assured as part of our happiness guarantee if you discover that there is ANY mistake on our part when you receive your item or if there is something we have missed then we will make sure your order is replaced ASAP!



Most uploaded photos are good enough to use but to get the very best result from our team please follow the guidelines below.

  • If possible Take a NEW photo at eye level with your pet
  • Its often best if your pet is looking slightly to the side for example to either one of your shoulders
  • take the shot of your pets head ONLY! any other body parts are wasted pixels and reduce the quality of your image greatly
  • Blurry photos will reduce the quality of your finished order GREATLY!
  • Have adequate lighting for your pets photo, (Outdoor Daylight is unbeatable!)
  • do not crop photos, if your pets ears, mouth or any other facial part are out of shot we will not be able to add them
  • Your pets photograph will be used to capture the correct colour of Fur, Eyes, Skin etc, if you are not happy with the colours shown then do not upload it.

It is your responsibility to provide the best quality photograph possible, refunds once an order is placed are not possible due to the bespoke nature of the work so make sure it is clear, bright and detailed enough for us to work with, 

 

We are constantly adding new scenes so if theres something not quite right for you then check back in a few weeks or request a custom commission just for you! here: HERE

We happily accept returns for any misprints or issues arising from our negligence however we under no circumstances accept returns for bespoke work after a proof has been authorised by the buyer,

If it is the artwork you are not happy with we will double check the original image that you supplied and make sure that you have followed our photo quality tips, if you have not then it is unlikely that we will be able to assist you further however if the submitted image is good and it is obvious that we have missed something then we will correct it and send out replacements to you ASAP!

Once an order is placed your uploaded photo and choices are sent directly to our artists who will begin work right away, you may cancel your order within 6 hours of placing it however orders cancelled outside of this time (before going to print) will be subject to a £30 deductible service charge (per pet) which we must retain for the artists time and effort

We do not accept exchanges

Once we receive a photo of your pet to use we aim to complete the artwork of your chosen scene ready to ship within 3-5 weeks

Unlike other vendors we print right here in house on our state of the art Giclee printers which allows us to turn around your order within 7 working days once approved

We now ship worldwide from the United Kingdom with delivery normally within 2-3 working days.

Shipping time varies by country but you can find a quick breakdown below:


Delivery Prices

Our delivery prices are FREE to the UK on all products. 


European & Worldwide Delivery

We deliver to most countries around the world, please see the drop menu in the basket for a list of all countries. European & WorldwidePriority and Tracked Shipping use the same system as above, adding a surcharge to the standard European and World Airmail delivery charge.


Turnaround Times

Our turnaround times (To your door) are made up of production time combined with delivery time. These are based on Monday to Friday working days but are still only estimates, as these can be affected at peak times (always see special offer terms & conditions) or by postage delays. However, if you’ve still not received your order a week after the dispatch date we will re-print and resend at no extra cost. Longer periods apply for international destinations.

CHRISTMAS INFO

Our last recommended day to order your portrait for delivery by December 25th 2019 is November 25th providing that all images supplied are uploaded on/before this date and are of good quality, poor images i.e. Out of focus, Small Size, Lacking features etc. may result in you not receiving your order within the above timeframe, this is not a guarantee 


Time left to order for Christmas Delivery:


Scenes with 1 Pet only : 

Order by 25th November 2019


Scenes with 2 or more Pets

Order by 22nd November 2019


Custom Scenes

Order by 17th November 2019



To facilitate so many orders at this VERY busy time of year and having such a good track record of getting it right first the time we will NOT be proofing files before shipping however should you find ANY mistakes on our part when you receive your item we will of course rectify them ASAP and ship replacements to you immediately!

Unfortunately at this VERY busy time of year any messages requesting updates for orders that are still within the 3-5 week working timeframe will not receive a response as they will still be underway as indicated in the production time FAQ below, relieving staff in this way allows them to answer more important queries and speeds us up to give us more time to deal with time sensitive queries at this busy time of year


All Orders are completed within 3-5 weeks, this comprises of working days only Monday to Friday, please do not contact us asking us for an update if your order falls within this timeframe as we will not be able to reply to you