Within one business day we email you to confirm the photo you uploaded and the spelling of their name. Nothing goes into production until you reply.

Once you've approved it, it's made and sent — three to four weeks in most cases, with tracking by email as soon as it ships.

We confirm the photo and the exact spelling with you by email before anything goes into production, so nothing is made from a detail you haven't checked.

We don't send a mock-up of the finished piece. We'd rather tell you that plainly than promise a preview we can't reliably produce.

Yes — reply to the confirmation email with the change. Everything is editable right up until you approve it.

After approval it's already being made, and at that point we can't change it.

Any time before you approve the order, in full, no questions. Email us and we'll refund you.

Once it's in production it carries your animal's photo and name, so it can't be resold or restocked — from that point we can't cancel it.

Tell us when you order and we'll say honestly whether it can be done. We'd rather turn an order away than miss a date that mattered.

No. It arrives in plain packaging with no invoice or pricing inside.

A photo of them, their name, their years, and — if you want one — a short line of your own.

You add all of it on the product page before you check out.

One taken in daylight, in focus, with their face filling a good part of the frame. A phone photo is completely fine — most of the ones we work from are.

The ones that struggle are taken in low light, from far away, or through a window. If that's the only photo you have, send it anyway and we'll tell you honestly how it will come out.

Send it. Sometimes the only picture someone has is a blurry one from the last week, and that's often the one that matters most.

We look at every photo before anything is made. If it won't reproduce well we'll email and say so before you've lost anything — not after it's printed.

Something small and specific usually reads better than something grand. What they did every day. Where they slept. What you called them when nobody was listening.

You can also leave it out entirely — the name and the years are enough.

Email us before you order with the photo you're thinking of and we'll tell you whether it can be done well. Sometimes it can. It depends entirely on the picture.

15.5 × 16.5 cm — around 6 × 6½ inches. Small enough for a bedside table, a shelf, or a windowsill.

A clear acrylic panel carrying the photo, their name and their years, standing in a wooden base with a warm light inside that glows up through it. A small corked glass vial is set into the panel.

The panel is acrylic rather than glass, so it won't shatter if it's knocked over.

A lock of their fur, if you kept one. It's a small corked vial set into the piece itself — part of it, not an accessory sold alongside it.

If you didn't keep anything, it looks complete empty. Some people put a little of their favourite spot in it instead: sand, a bit of the garden.

A USB lead with an on/off switch on the cable. It plugs into any USB adapter, laptop or socket you already use for a phone.

A mains plug is not included in the box, so use one you have.

There's a protective film on the acrylic. Peel it off before you switch it on for the first time — it's easy to miss, and the light looks dull through it.

Nothing. Shipping is free on every order, with no minimum.

Three to four weeks from the day you approve your order, in most cases.

The clock starts when you approve, not when you order — so the sooner you reply to the confirmation email, the sooner it's underway.

Because nothing is made in advance. There's no shelf of these somewhere waiting for a photo — each one is made after you order, for one animal.

It's slower than buying something that already exists, and it's the only way it can carry their face.

Within the United States.

Yes, by email as soon as it ships. Tracking can take a few days to start updating after the number is issued — that's normal and doesn't mean anything has gone wrong.

No. Any import duties and taxes are already included in the price you paid. There is nothing further to pay when it arrives.

Your order is made and dispatched by our production partner overseas. It arrives in plain packaging with no invoice or pricing inside.

Customs and carrier delays happen and are outside our control. If your order passes six weeks without arriving, email us and we'll either chase it or remake it.

If tracking shows no movement for 21 days, or the carrier confirms it's lost, we remake and resend at no cost to you.

Email us straight away. We can change the delivery address any time before it's dispatched. Once it's on its way we can't redirect it.

If a parcel comes back to us as undeliverable, we'll contact you and resend it once at no charge.

Send us a photo within 14 days of delivery and we'll remake it. You don't need to send the damaged one back.

If what arrived doesn't match what you approved by email, that's our mistake and we'll remake it at no cost.

If the spelling you approved was itself wrong, email us anyway. We'll tell you what we can do — we'd rather work something out than leave you with their name spelled wrong.

Because each one carries your animal's photo and name, it can't be resold or restocked, so we can't accept change-of-mind returns once it's been made.

You can cancel for a full refund any time before you approve your order — which is exactly why we don't start until you have.

First, check the protective film is off and try a different USB adapter or port — that solves most of them.

If it still doesn't light, email us and we'll replace it.

Major credit and debit cards, Shop Pay, Apple Pay and Google Pay.

When you place the order, not when it ships. If you cancel before approving, you're refunded in full.

US dollars.

Payment is handled by Shopify's checkout. We never see or store your card details.