Frequently Asked Questions

Unfortunately, we do not currently offer products with multiple illustrations on one item. This is primarily because there is not enough space in the width of many products. If we were to print two pets on one item, we would have to make each illustration very small so that they both fit next to each other on the item. The result would not satisfy us and certainly not you.

• The shot should be a close-up with a good view of the chest. For example, a sitting dog looking directly into the camera would fulfill these points. Photos where your pet is lying down are not ideal.

• The picture should not be taken from above, it is best to kneel in front of your pet so that you are at the same height.

• The photo should be taken in a well-lit place, optimally with natural light.

• Avoid blurry photos.

• It is best not to use filters when taking the photo.

We draw all animals and all breeds, it doesn't matter if it's a dog, a cat or a mouse, those would even be quite common orders. We also draw lizards, chickens, alpacas, turtles or anything else you can think of.

We offer a high-resolution digital file of your finished artwork as an add-on to any physical product. You will receive your file in digital form via email as soon as your drawing is completed. However, we do not offer digital illustration for sale individually, but always in combination with a physical product as an additional option.

To make the processing of your order as efficient as possible, we do not offer a print preview. But don't worry! If the photo you provide is not well suited for illustration, we will contact you and request a new photo.

Before we start drawing, we always remove the background of the photo first so that we can focus one hundred percent on your pet.

Your feedback is very important to us! To leave a review, please click on the respective product here and scroll to the bottom of the page where you will see reviews. Click on the "Write a review" button there.

Tip: if you add a picture to your review, you will receive a 15% discount code for your next order.

Yes, we are happy to assist you with changes as long as you contact support@petillu.com within 12 hours of placing your order. Since we begin processing orders immediately, most changes, including address changes, cannot be made after 12 hours.

However, please take into account that there may be delays due to changes to the order.

Yes, if you would like to work with us, please send your details to support@petillu.com and our Influencer Manager will contact you.

As our products are custom made, we start processing each order as soon as we receive it. If you wish to cancel an order, you must email support@petillu.com within 12 hours of placing the order so that we can refund you at our discretion. After 12 hours, it is no longer possible to cancel your order.

Orders with multiple items can be shipped separately. Be aware that you may have received multiple tracking emails with different links.

If you still have problems with a missing item, our customer service team will help you find it right away. Don't hesitate to contact us.

Shipping time varies depending on location. On average, we need 9-15 days* to ship goods within Europe (3-5 days design + production time and 6-10 days delivery). During holidays, please allow for extra time.

Max delivery time – 22 business days

When your order is shipped, we will send you a tracking link. All orders are tracked and insured.

*All shipping times exclude clearance/customs delays

We are glad to bring our customers great value and service. That’s why we provide FREE SHIPPING without minimum order value from our warehouses in Europe by FEDEX, USPS, DHL, DPD.

We are proud to offer Europe-wide shipping services. Currently we are able to ship our items to 27 European countries and we are constantly working on our logistics to add new countries. However, there are some locations we are unable to ship to. If you happen to be from one of those countries we will contact you.

We make every effort to always deliver your items together, but it may happen that an item in your order is finished early. Then, for logistical reasons, when you place an order with multiple items of the same purchase, sometimes separate packages are sent.

You should receive your shipping confirmation and tracking link within 5-7 business days of placing your order. On holidays and during sales, it can take up to 7-10 business days to receive your shipping confirmation.

If you still haven't received an email from us after the specified periods, please make sure that you entered the correct email address when placing your order. If you have made a mistake, please contact us here via the contact form or send an email directly to support@petillu.com so that we can take care of your request.

Please contact us via the contact form at this link if your package has been lost and you believe it is an error on our part, or email us at support@petillu.com.

If we have made a mistake, we take full responsibility for the order and we will arrange a free replacement of the original order as soon as we become aware of the problem.

However, Petillu will not be liable if an incorrect address is provided during the ordering process. Please ensure that your billing and delivery address is correct before placing your order.

As all the products we make at Petillu are custom made, we cannot offer returns. Your custom artwork is designed with care and is tailored to the photo you provide. A resale of our personalized products would not be possible in case of returns, which is why the right of withdrawal (according to § 312g Abs. 2 Satz 1 Nr. 1 BGB) does not apply to us.

If you're unhappy with your artwork, you're welcome to contact us so that we can work together to find a solution. However, we ask that you contact our customer service department within 24 hours of receiving your delivery.

We take special care in packing and handling the items, however, in rare cases your order may be damaged once leaves our facilities.

Please send us photos of the damage within 48 hours of receiving your order to support@petillu.com and we will endeavour to provide a free replacement as soon as possible after assessing the damage.

As our products are custom made, we start processing each order as soon as we receive it. If you wish to cancel an order, you must email support@petillu.com within 12 hours of placing the order so that we can refund you at our discretion. After 12 hours, it is no longer possible to cancel your order.

Orders with multiple items can be shipped separately. Be aware that you may have received multiple tracking emails with different links.

If you still have problems with a missing item, our customer service team will help you find it right away. Don't hesitate to contact us.