BESPOKE FAQ
We understand that commissioning bespoke work can be an unfamiliar process to understand. Due to the current offers and amazing affordability of our services at present the complex and high-end bespoke nature of our products are often forgotten. Bespoke work to the standard that we provide is complex and very time consuming so we've listed a few FAQ's that should help you to understand the process.
What photo do I need for my Pet Pawtrait?
Please ensure that your pet is FRONT FACING, your pet(s) are LOOKING AT THE CAMERA and your photo is IN FOCUS. The photos don't need to be professional, you can take the photo(s) from your phone.
Try not to obscure part of your pet behind furniture, blankets or clothing as this will result in parts of your pet pawtrait lacking detail.
Don't worry if for any reason we can't use your photograph(s) we'll email you and you can send us a different one :)
Pawtrait Lead Times
All of our Pet Pawtraits are illustrated by hand with love and attention to detail by our Lead Designer, Heidi (Teddy's Mum).
Whilst we would like to get everyones order completed the same working day, the reality is that Pet Pawtrait illustrations can take several hours to complete and we have a waiting list. With only Heidi drawing, completing everyone's the same day or week, is impossible.
We aim to complete Pet Pawtrait proofs within approximately 15-30 working days. Please note that these are estimates. Depending on the photos submitted and edit requests, occasionally these commissions can take up to 60 working days. Each bespoke illustration takes a different amount of illustration time and can sometimes take longer than the estimated lead-times. If your pawtrait is going to be delayed more that 5 working days after the estimate we'll get in touch with you to let you know. If your Pawtrait is required for a specific date please let us know AT THE POINT OF ORDER. We can do VERY LIMITED number of Pet Pawtrait proofs within 5 working days. Please ensure that you've selected our expedited service if you require this fast turnaround.
Once approved your pawtrait will be printed, mounted and posted within approximately 5 working days. If your print requires framing we will get in touch with the current lead times from the framing company as these fluctuate depending on how busy they are.
I didn't check the lead times when ordering and need my pawtrait early for a special event
Please email us as soon as possible and we will do our best to help. Sales@teddybrighton.co.uk.
Can I see the pawtrait before I pay
Bespoke work does not exist until your illustration is completed. Examples of work if shown on our website and sales pages. If you are uncomfortable with the process of commissioning a bespoke Pet Pawtrait there are standard designs available on our website.
How do I pay?
Our website and store uses SquareUp payment processing which we believe offers better protection for out customers.
Can I collect from your office?
Our office is not open to the public at present so all orders go via our website fulfilment and delivery service.
When will my edits be ready?
If you've requested any tweaks to your pet pawtrait this could take up to 5 working days to re-work.
Can you create my illustration in a different colour?
Sorry all our work is in black and white. If you're looking for coloured illustrations and ceramics we understand that our work may not be the right fit for you.
Pawtrait updates
We love building long standing relationships with our customers and hearing all of your pet stories. However, unfortunately we do not have the resources to provide numerous updates on the progress of your bespoke pawtrait. We will contact is there's any issues with your order and you will be able to view your Pet Pawtrait on it's proof due date. We appreciate that commissioning a Pet Pawtrait of your pet is really really exciting but please don't keep messaging us with 'how's it going?', as we don't have the resources to get back to these messages.
Pet Pawtrait Model Discount and Agreement
If you have been approved as a Teddy Brighton pet model then we will require a photo of your pet beside your pawtrait order within 4 weeks of receiving your order as per your order agreement. Photos do not need to be professionally taken, they can just be a quick phone snap.
My orders been cancelled
Through the production of bespoke Pet Pawtrait designs we strive to create long standing, fun and pleasant relations with our VIP customers. Sadly, very occasionally we receive very rude/ abusive emails from customers that we've agreed to produce a bespoke pawtrait for. To achieve a great Pet Pawtrait this requires a team effort between customer and designer. Pet Pawtrait customers also have access to the Teddy Brighton community and designs are kept on file so that homewares and gifts can be purchased at a later date. If we believe granting a customer access to the Teddy Brighton community will disrupt the friendly, fun and loyal community and/or a customer is being unpleasant/ abusive or making unreasonable demands to any member of staff whilst working together on their bespoke commission we reserve the right to cancel the order. In this instance a refund will be issued and no future bespoke orders will be accepted from that customer.
Ceramics Lead Times
Ceramics pieces are individually designed by hand with love and attention to detail by our Lead Designer, Heidi (Teddy's Mum). We can't just submit your Pet Pawtrait to our studio ceramicists, we have to design the digital transfers to fit to your choice of ceramics. This process can take several hours.
After commissioning your white ware to be fabricated we then submit the design to the ceramics transfer factory to be printed and coated. Once the transfers are ready these are sent to our Teddy Brighton studio where one of our ceramists will decorate your bespoke pieces, before then going through the firing process. Your ceramics are then checked and delivered to Teddy Brighton's head office for approval and packaging.
At present lead times from approval of your pet pawtrait are approximately 3 weeks but can take longer depending on factory availability.
If your order is urgent, please advise us of your deadlines so that we can advise if we're able to meet for you.
Can I get replacement pieces at a later date
Your pet pawtrait is held on file (the reference is the email address you ordered from) so that you can personalise any of our products at any time.
I've moved address, how do I update my postage details?
You can update your delivery details by updating your account details. Click the 'Log In | Register' tab on our website www.teddybrighton.co.uk. If you require help with this please call 0844 357 3279 or email sales@teddybrighton.co.uk ahead of delivery.
Can I publish or have the digital images of my pawtrait?
Teddy Brighton retains the copyright of all images. We may use Pet Pawtrait illustrations for marketing and commerce, including forming part of our standard design collection. No digital files are supplied to customers, only the products purchased. We can provide reprints if required.
I don't like my pawtrait design, can i get a refund?
We have a no refund policy on all bespoke sales as obviously our artisans have worked on the bespoke commission, especially for you. We have over 300 examples of our bespoke designs on our website so please ensure that our style of work is the right fit for you prior to order. We offer free edits on all of our illustrations so if you'd like details of your pawtrait illustration tweaked after seeing your first proof that's no problem. We'll only print and post once you're happy.
I sent an email and haven't yet had a response
We're only a small startup with limited resources and emails and messages can sometimes take 3 working days to answer. Please know that we will get back to you as soon as we can. Please don't re-mail, facebook, comment on posts with questions, messenger staff directly or through Teddy Brighton Facebook, Instagram or Twitter in addition to emailing and this will increase workload and take long for us to get back to you. The same two people manage all communication so duplicating your query over several communications will have no benefit. We will always get back to you as soon as we can.
What are your opening hours?
Our standard opening times are currently Mon 12-5, Tues - Thurs 9-5 and Fri 9-12. The office is currently closed at weekends.
What photo do I need for my Pet Pawtrait?
Please ensure that your pet is FRONT FACING, your pet(s) are LOOKING AT THE CAMERA and your photo is IN FOCUS. The photos don't need to be professional, you can take the photo(s) from your phone.
Try not to obscure part of your pet behind furniture, blankets or clothing as this will result in parts of your pet pawtrait lacking detail.
Don't worry if for any reason we can't use your photograph(s) we'll email you and you can send us a different one :)
Pawtrait Lead Times
All of our Pet Pawtraits are illustrated by hand with love and attention to detail by our Lead Designer, Heidi (Teddy's Mum).
Whilst we would like to get everyones order completed the same working day, the reality is that Pet Pawtrait illustrations can take several hours to complete and we have a waiting list. With only Heidi drawing, completing everyone's the same day or week, is impossible.
We aim to complete Pet Pawtrait proofs within approximately 15-30 working days. Please note that these are estimates. Depending on the photos submitted and edit requests, occasionally these commissions can take up to 60 working days. Each bespoke illustration takes a different amount of illustration time and can sometimes take longer than the estimated lead-times. If your pawtrait is going to be delayed more that 5 working days after the estimate we'll get in touch with you to let you know. If your Pawtrait is required for a specific date please let us know AT THE POINT OF ORDER. We can do VERY LIMITED number of Pet Pawtrait proofs within 5 working days. Please ensure that you've selected our expedited service if you require this fast turnaround.
Once approved your pawtrait will be printed, mounted and posted within approximately 5 working days. If your print requires framing we will get in touch with the current lead times from the framing company as these fluctuate depending on how busy they are.
I didn't check the lead times when ordering and need my pawtrait early for a special event
Please email us as soon as possible and we will do our best to help. Sales@teddybrighton.co.uk.
Can I see the pawtrait before I pay
Bespoke work does not exist until your illustration is completed. Examples of work if shown on our website and sales pages. If you are uncomfortable with the process of commissioning a bespoke Pet Pawtrait there are standard designs available on our website.
How do I pay?
Our website and store uses SquareUp payment processing which we believe offers better protection for out customers.
Can I collect from your office?
Our office is not open to the public at present so all orders go via our website fulfilment and delivery service.
When will my edits be ready?
If you've requested any tweaks to your pet pawtrait this could take up to 5 working days to re-work.
Can you create my illustration in a different colour?
Sorry all our work is in black and white. If you're looking for coloured illustrations and ceramics we understand that our work may not be the right fit for you.
Pawtrait updates
We love building long standing relationships with our customers and hearing all of your pet stories. However, unfortunately we do not have the resources to provide numerous updates on the progress of your bespoke pawtrait. We will contact is there's any issues with your order and you will be able to view your Pet Pawtrait on it's proof due date. We appreciate that commissioning a Pet Pawtrait of your pet is really really exciting but please don't keep messaging us with 'how's it going?', as we don't have the resources to get back to these messages.
Pet Pawtrait Model Discount and Agreement
If you have been approved as a Teddy Brighton pet model then we will require a photo of your pet beside your pawtrait order within 4 weeks of receiving your order as per your order agreement. Photos do not need to be professionally taken, they can just be a quick phone snap.
My orders been cancelled
Through the production of bespoke Pet Pawtrait designs we strive to create long standing, fun and pleasant relations with our VIP customers. Sadly, very occasionally we receive very rude/ abusive emails from customers that we've agreed to produce a bespoke pawtrait for. To achieve a great Pet Pawtrait this requires a team effort between customer and designer. Pet Pawtrait customers also have access to the Teddy Brighton community and designs are kept on file so that homewares and gifts can be purchased at a later date. If we believe granting a customer access to the Teddy Brighton community will disrupt the friendly, fun and loyal community and/or a customer is being unpleasant/ abusive or making unreasonable demands to any member of staff whilst working together on their bespoke commission we reserve the right to cancel the order. In this instance a refund will be issued and no future bespoke orders will be accepted from that customer.
Ceramics Lead Times
Ceramics pieces are individually designed by hand with love and attention to detail by our Lead Designer, Heidi (Teddy's Mum). We can't just submit your Pet Pawtrait to our studio ceramicists, we have to design the digital transfers to fit to your choice of ceramics. This process can take several hours.
After commissioning your white ware to be fabricated we then submit the design to the ceramics transfer factory to be printed and coated. Once the transfers are ready these are sent to our Teddy Brighton studio where one of our ceramists will decorate your bespoke pieces, before then going through the firing process. Your ceramics are then checked and delivered to Teddy Brighton's head office for approval and packaging.
At present lead times from approval of your pet pawtrait are approximately 3 weeks but can take longer depending on factory availability.
If your order is urgent, please advise us of your deadlines so that we can advise if we're able to meet for you.
Can I get replacement pieces at a later date
Your pet pawtrait is held on file (the reference is the email address you ordered from) so that you can personalise any of our products at any time.
I've moved address, how do I update my postage details?
You can update your delivery details by updating your account details. Click the 'Log In | Register' tab on our website www.teddybrighton.co.uk. If you require help with this please call 0844 357 3279 or email sales@teddybrighton.co.uk ahead of delivery.
Can I publish or have the digital images of my pawtrait?
Teddy Brighton retains the copyright of all images. We may use Pet Pawtrait illustrations for marketing and commerce, including forming part of our standard design collection. No digital files are supplied to customers, only the products purchased. We can provide reprints if required.
I don't like my pawtrait design, can i get a refund?
We have a no refund policy on all bespoke sales as obviously our artisans have worked on the bespoke commission, especially for you. We have over 300 examples of our bespoke designs on our website so please ensure that our style of work is the right fit for you prior to order. We offer free edits on all of our illustrations so if you'd like details of your pawtrait illustration tweaked after seeing your first proof that's no problem. We'll only print and post once you're happy.
I sent an email and haven't yet had a response
We're only a small startup with limited resources and emails and messages can sometimes take 3 working days to answer. Please know that we will get back to you as soon as we can. Please don't re-mail, facebook, comment on posts with questions, messenger staff directly or through Teddy Brighton Facebook, Instagram or Twitter in addition to emailing and this will increase workload and take long for us to get back to you. The same two people manage all communication so duplicating your query over several communications will have no benefit. We will always get back to you as soon as we can.
What are your opening hours?
Our standard opening times are currently Mon 12-5, Tues - Thurs 9-5 and Fri 9-12. The office is currently closed at weekends.
Contact Us
sales@teddybrighton.co.uk
Teddy Brighton Ltd
Unit 1G
Stockwell Lodge Studios
Rear of 129-133 Conway St
Hove
BN3 3LW
Teddy Brighton Ltd
Unit 1G
Stockwell Lodge Studios
Rear of 129-133 Conway St
Hove
BN3 3LW