Frequently asked questions
What kind of photo should I upload?
A bright, sharp photo where your pet's face is clearly visible and not too far away. Daylight near a window works best. Avoid photos that are dark, blurry, heavily zoomed, or taken through glass. The bigger the original file, the better the print.
Do I need to crop the photo or remove the background myself?
No. Upload the photo as it is. Our designer removes the background automatically and places your pet into the design. You will see the result on screen before you add the item to your basket.
Can I see what it looks like before I buy?
Yes. As soon as you upload your photo, a live preview of your item appears on the product page. Nothing is printed until you are happy with it and complete your order.
Can I add my pet's name?
Yes. There is a field for the name, and on most products you can add a short line of text underneath as well.
Can I use a photo of more than one pet?
Our standard designs are built for one pet per item. If you would like two or more pets on the same piece, email us before ordering and we will tell you what is possible.
Does it work for cats too?
Of course. Cats, dogs, rabbits, horses — if you have a good photo of them, we can make it.
How long does it take?
Your item is made to order. Production takes 2–5 business days, and delivery within Europe usually takes another 5–7 business days. Order early in November and December, as both steps slow down before Christmas.
How do I wash it?
Pillow covers are machine washable at 30°C on a gentle cycle. Wash inside out, do not tumble dry, and do not iron directly over the print. The insert is hand-wash only.
What if the print is wrong or the item arrives damaged?
Send us a photo within 30 days of delivery and we will replace it or refund you in full. Full details are in our Returns & Refunds policy.
Can I return it if I simply change my mind?
Because each item is personalised with your own photo, it cannot be resold, so it is excluded from the standard 14-day right of withdrawal. This is why the preview matters — please check it carefully before ordering. Your rights for faulty or damaged items are unaffected.
What happens to my photo?
It is used to make your item and nothing else. We never publish it or use it in advertising without asking you first, and you can ask us to delete it once your order arrives.
Still have a question?
Email hugmypet.store@gmail.com and we will reply within 1–2 business days.