Cancellation Policy
At Wilson & Milo, every portrait is custom-made just for you. Because our artists begin preparing your artwork shortly after your order is placed, we have the following policy in place.
Order Cancellations & Changes
You may cancel or request changes to your order within 2 hours of placing it for a full refund.
After the 2-hour window, your artwork may already be in production. While we'll always do our best to help, cancellation or modification requests made after this period cannot be guaranteed and are reviewed on a case-by-case basis.
Once your artwork has entered production, your order can no longer be cancelled or changed.
Returns & Refunds
As every Wilson & Milo portrait is personalised and made exclusively for you, we do not accept returns or offer refunds for change-of-mind purchases.
However, if your order arrives damaged, defective, or you receive the wrong item, we'll make it right at no additional cost. Simply contact us within 7 days of delivery and include your order number along with photos of the issue. We'll arrange a replacement as quickly as possible.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 where goods are faulty, not as described, or not of satisfactory quality.
Need Help?
If you need to cancel, update, or have any questions about your order, please contact our customer support team as soon as possible. The earlier you reach out, the more likely we'll be able to assist before production begins.
Cancellation FAQs
Can I cancel my Wilson & Milo order?
You may cancel or request changes to your order within 2 hours of placing it, and you will receive a full refund. After that 2-hour window your artwork may already be in production. We will always do our best to help, but cancellation or modification requests made after this period cannot be guaranteed and are reviewed on a case-by-case basis. Once your artwork has entered production, your order can no longer be cancelled or changed, because every portrait is custom-made just for you and our artists begin preparing it shortly after your order is placed.
How long do I have to change my order?
The same 2-hour window applies to changes as to cancellations. Within 2 hours of placing your order you can request a change and we will action it. After 2 hours your artwork may already be with our artists, so any modification request is reviewed case by case and cannot be guaranteed. The earlier you reach out to our customer support team, the more likely we will be able to assist before production begins.
Do you offer refunds if I change my mind?
No. As every Wilson & Milo portrait is personalised and made exclusively for you, we do not accept returns or offer refunds for change-of-mind purchases. The one exception is the 2-hour window immediately after you place your order, during which you can cancel for a full refund. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 where goods are faulty, not as described, or not of satisfactory quality.
What if my order arrives damaged or defective?
If your order arrives damaged, defective, or you receive the wrong item, we will make it right at no additional cost to you. Contact us within 7 days of delivery, include your order number, and attach clear photos of the issue. We will arrange a replacement as quickly as possible. You do not need to pay anything for a replacement in these circumstances.
Why is the cancellation window so short?
Every Wilson & Milo portrait is custom-made for you and your pet rather than picked off a shelf. Our artists begin preparing your artwork shortly after your order comes in, which means work has often already started within a couple of hours. Once that work is underway it cannot be undone, which is why the guaranteed cancellation window is 2 hours and why requests after that point are handled individually.
My order is already in production. Can anything be done?
Once your artwork has entered production, your order can no longer be cancelled or changed. That said, we would still rather hear from you than not. Contact our customer support team as soon as possible and explain the situation, and we will tell you honestly what is and is not possible at that stage.
How do I request a cancellation?
Contact our customer support team as soon as possible with your order number and what you would like changed or cancelled. Email us at info@wilsonandmilo.com or call +44 7752 834752. Because the guaranteed window is only 2 hours, speed matters far more than detail here — send us the order number first and we can sort out the rest afterwards.
How do I contact Wilson & Milo?
You can email us at info@wilsonandmilo.com or call +44 7752 834752. You can also write to WILSON AND MILO LTD, 71–75 Shelton Street, London, WC2H 9FD, United Kingdom. Our company number is 16192278.
Contact Us
Email: info@wilsonandmilo.com
Phone: +44 7752 834752