Return & Refund Policy
At Wilson And Milo, we aim to provide high-quality products and excellent service. If you are not satisfied with your purchase, please review our policy below.
Final Sale on Custom Artwork
Due to the bespoke and personalised nature of the products we create at Wilson & Milo, we are unable to accept returns. Your custom artwork is designed with care and is entirely unique to you and your pet. All products are final sale.
If you are unhappy with your final product then please get in touch with us. Customer satisfaction is one of our passions and we always strive to make sure you're happy with the final masterpiece.
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.
Damaged, Incorrect or Faulty Orders
If you received the wrong product, an incorrect size or print, or your product was damaged in transit, we will of course replace it without question. Please let us know within 48 hours of receiving your order in this case.
Changing or Cancelling Your Order
If you have placed an order recently and have changed your mind, you can cancel or change your order within 30 minutes. If 30 minutes have passed, the cancellation and change request will be granted at our discretion. The reason for this is that our artists often begin work as soon as you have placed your order.
Photo Quality and Submission Guidelines
Please be aware that when we create your artwork, we use the photo you uploaded with your order. If you do not follow our photography tips, we cannot offer any solution. It's your responsibility to submit a high quality photo that adheres to our submission guidelines. Low quality photos will result in low quality artwork.
We can't guarantee that special requests will be adhered to — for example, we cannot edit a photo to close or open a mouth, add a smile, and so on. We can, however, remove red eye, edit eye colour and handle other requests of that kind.
Please note that all examples on site were made from high quality, high resolution photos. Blurry, low quality photos will not allow our design team to produce the high quality finish you see on site.
How to Request a Return
To initiate a return, please contact us with:
- Your full name
- Order number
- Description of the issue
- Clear photos (if applicable)
Returns must not be sent without prior approval.
Refund Eligibility
Refunds are granted only in cases of:
- Major defects
- Significant damage
- Incorrect items sent
Minor packaging damage that does not affect the product itself does not qualify for a refund.
Refunds are processed only after:
- The returned item is received
- The item is inspected and approved
Return & Refund FAQs
Can I return my Wilson & Milo pet portrait?
Because of the bespoke and personalised nature of the products we create, we are unable to accept returns. Your custom artwork is designed with care and is entirely unique to you and your pet, so all products are final sale. That said, if you are unhappy with your final product, please get in touch. Customer satisfaction is one of our passions and we always strive to make sure you are happy with the final masterpiece. 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 portrait arrives damaged or is the wrong item?
If you received the wrong product, an incorrect size or print, or your product was damaged in transit, we will replace it without question. Please let us know within 48 hours of receiving your order so that we can put it right quickly. Get in touch with your full name, order number, a description of the issue and clear photos of the problem, and we will take it from there. Please do not send anything back to us without prior approval.
Can I cancel or change my order after placing it?
Yes, within 30 minutes of placing your order. After 30 minutes have passed, cancellation and change requests are granted at our discretion. The reason for the short window is that our artists often begin work on your portrait as soon as the order comes in, so once that work has started we may not be able to reverse it. If you need to make a change, contact us as quickly as you can.
What happens if I upload a low quality photo?
When we create your artwork we use the photo you uploaded with your order, so the quality of that photo determines the quality of the finished piece. It is your responsibility to submit a high quality photo that follows our submission guidelines, and if those photography tips are not followed we cannot offer a solution. All the examples shown on our site were made from high quality, high resolution photos. Blurry or low quality photos will not allow our design team to produce the finish you see on the site.
Can you edit my pet's photo or add a smile?
We cannot guarantee that special requests will be adhered to. For example, we are not able to edit a photo to close or open a mouth, or to add a smile. We can, however, remove red eye, edit eye colour and handle other requests of that kind. If you have something specific in mind, tell us when you order and we will let you know whether it is possible before your artwork goes into production.
Which situations qualify for a refund?
Refunds are granted only in cases of major defects, significant damage, or incorrect items being sent. Minor packaging damage that does not affect the product itself does not qualify for a refund. Refunds are processed only after the returned item has been received by us and the item has been inspected and approved.
How do I start a return or refund request?
Contact us with your full name, your order number, a description of the issue, and clear photos if they are applicable to your case. Email us at info@wilsonandmilo.com or call +44 7752 834752. Please note that returns must not be sent without prior approval from us, so always get in touch first and wait for our confirmation before posting anything back.
How do I contact Wilson & Milo about a return?
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
WILSON AND MILO LTD
Email: info@wilsonandmilo.com
Phone: +44 7752 834752
71–75 Shelton Street, London, WC2H 9FD, United Kingdom
Company Number: 16192278
See also our Delivery Policy, Terms of Service and Privacy Policy.