Frequently Asked Questions

Everything you need to know about your custom order.

About the Design Process

What kind of photos work best?

Clear, well-lit photos work best — ideally where the subject fills the frame and stands out against the background. Portraits, couples, pets, and silhouettes all convert beautifully. Low-light, heavily filtered, or very busy group shots may be harder to convert, and we'll let you know if there are any issues.

Will I see the design before it's printed?

Yes, always. We send you a digital proof by email before anything goes to print. You can request changes at this stage — we want you to love it.

Can I use a photo of a pet?

Absolutely — pet photos are some of our most popular orders. Dogs, cats, horses, rabbits — if it's your soulmate, we can capture it.

I didn't upload a photo at checkout. What happens now?

No problem at all — we'll send you an email shortly after your order asking you to reply with your photo. Just reply directly to that email with your image attached.

Orders & Delivery

How long does delivery take?

Once you've approved your design proof, production typically takes 3-5 business days. Shipping to the UK usually takes an additional 2-4 business days. International orders may take longer.

Do you ship internationally?

Yes! We ship worldwide. Shipping costs and delivery times vary by destination and are shown at checkout.

Can I track my order?

Yes. You'll receive a shipping confirmation email with a tracking link as soon as your order is dispatched.

Can I change or cancel my order?

You can request changes or cancellations before you've approved your design proof. Once you've approved and it's gone to print, we're unable to make changes — so please review your proof carefully before confirming.

Returns & Quality

What if I'm not happy with my order?

If there's a print defect, a production error, or your item arrives damaged, we'll replace it or refund you — no questions asked. Please email us at hello@soulmatecustomgifts.com with a photo of the issue within 30 days of delivery.

Can I return or exchange my item?

Because every item is made to order with your unique design, we're unable to accept returns or exchanges for change of mind. However, if there's any issue with quality or an error on our part, we'll always put it right.

Still have a question?

We're happy to help. Drop us an email at hello@soulmatecustomgifts.com and we'll get back to you within 1 business day.