Every Wilson & Milo portrait is illustrated by hand, from scratch. Here's exactly how long that takes, what shipping costs, and what to do if something needs changing.
Production Time
Every Wilson & Milo portrait is illustrated from scratch, which means yours genuinely doesn't exist until you order it. We take a little extra time to personalise and perfect your artwork once your order is placed — and we think it's worth the wait.
Before anything gets printed, we send you an artwork proof and wait for your approval. So the faster you approve, the quicker we can ship.
Please note: if there's an issue with your order — for example, if we need a new photo of your pet — this will understandably extend your production time.
All orders are shipped with tracking. You'll receive your tracking number by email as soon as it's available.
Shipping Times
All estimates run from the date of purchase.
| Destination | Standard Delivery | Peak Season (Nov / Dec) |
|---|---|---|
| United Kingdom | 1–3 weeks | Up to 5 weeks |
| United States | 2–3 weeks | Up to 4 weeks |
| Australia, Canada & Europe | 2–5 weeks | Up to 6 weeks |
During the holiday period (November and December), our couriers handle a huge surge in parcels, so please allow a little longer for delivery.
Shipping Cost
FREE shipping on all orders over £100. Applied automatically at checkout — no code needed.
For orders under £100, our flat rates are:
| Destination | Flat Rate Shipping |
|---|---|
| United Kingdom | £9.99 |
| United States | $15.00 |
| Canada, Australia & select European countries | £22.99 |
Important to Note
- Changing your shipping address. Updates or changes must be made within 30 minutes of your purchase. Please check your confirmation email as soon as it arrives and get in touch straight away if something needs correcting.
- Jump the Queue. This option moves your pet photo to the front of the queue for our artists, so your artwork is created sooner. It does not speed up the courier's shipping time.
- Photo swaps and edits. We're unable to accept requests to swap or edit photos that were previously submitted with an order.
- Military addresses. We're not able to ship to military addresses. If you provided one at checkout, we'll email you to request a different shipping address. If the cost of shipping to the new address doesn't match what you were originally charged at checkout, we'll invoice you for the difference and get your order moving as soon as that invoice is paid.
Delivery FAQs
How long does delivery take?
UK orders arrive within 1–3 weeks from the date of purchase (up to 5 weeks in peak season). US orders arrive within 2–3 weeks (up to 4 weeks in peak season). Australia, Canada and Europe arrive within 2–5 weeks (up to 6 weeks in peak season).
How much does shipping cost?
Shipping is free on all orders over £100. For orders under £100 we charge a flat rate of £9.99 in the United Kingdom, $15.00 in the United States, and £22.99 in Canada, Australia and select European countries.
Why does my order take time to produce?
Every portrait is uniquely illustrated from scratch, so we take extra time to personalise and perfect your artwork once your order is placed. We also send an artwork proof for your approval before printing — the faster you approve, the quicker we can ship.
Can I change my shipping address after ordering?
Updates or changes to shipping addresses must be made within 30 minutes of your purchase. Please review your confirmation email and contact support@wilsonandmilo.com immediately if you need to make a change.
Does Jump the Queue make shipping faster?
Jump the Queue speeds up your artwork creation by moving your pet photo to the front of the queue for our artist team. It does not speed up the courier's shipping time.
Do you ship to military addresses?
We cannot ship to military addresses. If you provided a military address at checkout, we will email you to request a different shipping address. If the cost of shipping to the new address does not equal the cost charged at checkout, we will invoice you for the difference and proceed with your order once the invoice is paid.
Will I get a tracking number?
Yes. All orders are shipped with tracking and you will receive your tracking number by email as soon as it is available.
Questions?
Have a look through our FAQ page first — most answers live there. If you still need us, our friendly customer service team is on standby and always happy to help.
Wilson & Milo
Email: support@wilsonandmilo.com
Phone: +44 7752 834752
71–75 Shelton Street, London, WC2H 9FD, United Kingdom