FAQ
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.
There is an example on the form ahead of purchase.
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. With only Heidi drawing, completing everyone's the same day or week, is impossible.
We aim to complete all Pet Pawtraits within 15 working days, or we can do a VERY LIMITED number 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. We usually post on Monday's and Thursday's each week and need at least 3 working days to print and mount ahead of posting. 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.
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.
I didn't check the lead times when ordering and need my pawtrait early for a special event
Please call 0844 357 3279* where you will be able to speak to your designer directly. If a designer is unavailable, please leave a voicemail and we will call you back as soon as we can.
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.
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.
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'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 you create my illustration in a different colour?
Sorry all out 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.
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 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. If you query is urgent please call us on 0844 357 3279.
What are your opening hours?
Our standard opening times are currently Mon 12-5, Tues - Thurs 9-5 and Fri 9-1. The office is currently closed at weekends.
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.
There is an example on the form ahead of purchase.
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. With only Heidi drawing, completing everyone's the same day or week, is impossible.
We aim to complete all Pet Pawtraits within 15 working days, or we can do a VERY LIMITED number 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. We usually post on Monday's and Thursday's each week and need at least 3 working days to print and mount ahead of posting. 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.
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.
I didn't check the lead times when ordering and need my pawtrait early for a special event
Please call 0844 357 3279* where you will be able to speak to your designer directly. If a designer is unavailable, please leave a voicemail and we will call you back as soon as we can.
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.
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.
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'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 you create my illustration in a different colour?
Sorry all out 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.
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 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. If you query is urgent please call us on 0844 357 3279.
What are your opening hours?
Our standard opening times are currently Mon 12-5, Tues - Thurs 9-5 and Fri 9-1. The office is currently closed at weekends.
Contact Us
0844 357 3279
Mon 12-5, Tues - Thurs 9-5, Fri 9-1
sales@teddybrighton.co.uk
Teddy Brighton Ltd
15-17 Middle Street
Brighton
BN1 1AL
Calls to 0844 numbers cost 7p per minute plus your phone company’s access charge. This is a call routing / call connection service provided by Liquid11, PO BOX 236, Lowestoft. Please ensure you have the bill payers permission.
Mon 12-5, Tues - Thurs 9-5, Fri 9-1
sales@teddybrighton.co.uk
Teddy Brighton Ltd
15-17 Middle Street
Brighton
BN1 1AL
Calls to 0844 numbers cost 7p per minute plus your phone company’s access charge. This is a call routing / call connection service provided by Liquid11, PO BOX 236, Lowestoft. Please ensure you have the bill payers permission.