FAQ
Will it actually look like them?
That is the whole job: their markings, their ears, their face, not a generic animal in a style. You see the finished portrait on the product page before you pay, and you only order a version that looks like them. Every order is checked before it goes to print.
What if the preview isn't right?
Try again. You get up to five free tries, and nothing is charged until you order. If a few tries miss the same detail, a different photo usually fixes it faster than another try.
What kind of photo works best?
One clear shot of their face, taken front on at their eye level, in daylight, with both ears inside the frame. A phone photo is plenty. Use the original file rather than a screenshot, and avoid filters, costumes, heavy shadow and motion blur.
Can I use an old or imperfect photo?
Often, yes. Upload it and look at the preview; it shows exactly what the photo can do before you spend anything. If you're unsure, email the photo to info@solasframe.com before you order.
Is the artwork hand-painted?
No. Your photo is turned into artwork by an image model. Nobody paints or draws it by hand, and we won't say otherwise. It is made from your photo, and you see it before you buy.
How long does delivery take?
Typically 5 to 6 working days in total, printing included. Shipping is included in the price, and you'll get tracking by email once your order is dispatched.
Can I change or cancel my order?
The version you order is the one that prints, so take your time on the product page. If something's wrong, email support@solasframe.com with your order number straight away. Until your portrait goes to print, you can cancel for a full refund.
Can I have two pets in one portrait?
Not at the moment. Each portrait is made for one animal, which is how every face stays accurate. For two, order one portrait each. Two portraits are 10% off, three or more 15%, and five or more 20%, applied automatically.
Can I add their name?
Yes, on the styles that offer it. We print it exactly as you type it, so check the spelling before you order.
Do you accept returns?
Every portrait is made to order, so we don't accept returns for a change of mind. If it arrives damaged, has a printing fault, or doesn't match the version you ordered, email support@solasframe.com within 30 days of delivery with your order number and photos of the item and packaging. We'll reprint it, or refund you if we can't. You won't need to send it back.
Will the print match my screen?
Closely. A screen is lit from behind and a print isn't, so colors on canvas and paper sit a little deeper and softer, most of all in dark backgrounds. That's normal for printed work.
Which style should I choose?
If their markings are the whole story, choose a style that keeps them, like Classical Oil or Color Block. If their profile is distinctive, try Double Exposure or Line Art. For a soft coat, Watercolor. For a memorial portrait, many people choose Classical Oil, Charcoal or Watercolor.
How do I contact you?
Before you order, or for anything general: info@solasframe.com. About an order you've placed: support@solasframe.com, with your order number.