Terms and Policies

Confirming your custom order

Leather Pet Portraits are made from your photos and the details agreed with Elena. Before payment, please confirm your reference photos, style, design details, full order price, and estimated creation time. Your portrait will be made according to those agreed details.

Deposit and balance

A 50% deposit reserves your place in the making queue. The website payment page collects the deposit, not the full order price. Please enter the deposit amount confirmed with Elena, not the full order total.

Once your portrait is complete, Elena will contact you and send a separate invoice for the remaining 50%. Your portrait will be shipped only after the balance has been received.

Deposit and balance payments may generate separate payment orders, but they relate to the same custom project and do not represent two physical items.

Changing reference photos

You may contact Elena to change your reference photos and reconfirm the design before handcrafting begins. Once handcrafting has started, reference photos cannot be changed.

The nature of handmade work

Each portrait is carved and painted by hand. Natural differences in leather grain, color, and detail are part of the handmade process. A portrait is an artistic interpretation, not an exact reproduction of a photograph. Normal handmade variations do not in themselves constitute defects, but do not prevent you from raising concerns about material differences from the agreed design.

Customer cancellations

If you choose to cancel your custom order after paying the deposit, the deposit is non-refundable, except where applicable law requires otherwise. This rule concerns customer-initiated cancellations and does not mean that we may retain your payment if we cannot fulfill your order.

Returns of custom pieces

Each piece is made specifically for you. We do not accept returns solely because you change your mind or your personal preferences change, except where applicable law requires otherwise. This does not limit your rights concerning damage, defects, or a piece that does not match what was agreed.

Items damaged on arrival

If your portrait arrives damaged, please contact Elena using the contact options on our website. Include your order information and clear photographs showing the damage.

After the damage has been verified, we will remake the piece free of charge. Elena will confirm the remake timeline and delivery arrangements with you. If a return is necessary, please contact Elena to agree the arrangements before sending anything back.

Other order concerns

If your piece has another quality issue or materially differs from the agreed details, please contact Elena. We will review the circumstances and agree an appropriate resolution in accordance with applicable law.

Creation time

Estimated creation time is 10–30 days, including time in the making queue. This is an estimate only; the specific schedule is the one confirmed with you by Elena. Elena will contact you if the expected schedule changes.

Balance payment and dispatch

Elena will notify you when your portrait is complete and request the remaining balance. Your portrait will be shipped only after the balance has been received. It will not be dispatched while the balance is outstanding.

Transit time

Estimated transit time is 5–15 days after dispatch, depending on the destination country and carrier arrangements. Creation time and transit time are calculated separately. Transit estimates do not include the making queue or time spent waiting for the balance payment.

Customs clearance, public holidays, weather, and carrier conditions can cause delays. Estimated transit times are not guaranteed delivery dates.

Destinations and shipping charges

We offer international delivery with complimentary shipping included in your order. Delivery availability for your specific address will be confirmed when the order is agreed.

Addresses and delivery issues

Please provide a complete, accurate delivery address and contact details. If you need to change your address, contact Elena as early as possible before dispatch.

For delays, suspected loss, or other delivery issues, contact us through the website. We will help investigate and discuss the next steps with you.

Scope

These terms apply to browsing the Elena Pawtraits website, discussing custom work, and purchasing our pieces. Please read the Custom Order Policy, Refund Policy, Shipping Policy, and Privacy Policy before payment.

Quotes and payment units

Each custom project is quoted individually. The final price is the amount agreed between you and Elena.

The USD 1 product unit on our website is used to calculate payment amounts; it is not the price of a finished portrait. Quantities shown at checkout represent payment units, not the number of physical portraits. The actual number of pieces, design details, and full price are those agreed with Elena.

Information and reference materials

Please ensure that your contact details, delivery information, and reference materials are accurate. You must have permission to provide the photos for use in making your portrait. Do not submit material that infringes another person’s rights.

Website images and custom results

Website images show examples of completed work and handmade styles. They do not mean that a new order will be identical to an example. Your piece will be made from the photos and requirements agreed with Elena. Screen displays and natural leather characteristics may cause slight differences in perceived colors or textures.

Order communications

Please retain the agreed design details, total price, and schedule alongside your order records. If you notice an inconsistency between website information and your individual order arrangements, contact Elena to clarify it before payment.

Updates and customer rights

We may update these terms as our services change and will identify the update date. Publishing an update does not by itself retrospectively change an existing order agreement. Nothing in these policies excludes or limits rights that cannot lawfully be excluded or limited under applicable law.

Information we process

When you browse, contact us, or place an order, we may process contact details such as your name, email address, and telephone number; order details such as delivery and billing addresses, purchase information, and payment status; and custom-order materials such as pet photos, design instructions, and communications.

Depending on the tools and privacy settings in use, website usage information may include your device, browser, IP address, and interactions with the website.

How information is used

We use relevant information to respond to inquiries, confirm quotes and designs, process deposits and balances, fulfill orders, arrange delivery and aftercare, maintain website security, prevent fraud, and meet applicable legal obligations. Where permitted by applicable law and your privacy choices, information may also be used to understand and improve the website experience.

Photos and public display

Photos you provide are used for communication, design, production, and related aftercare. We will ask for your consent before using your photos or images of your custom piece on our website, social media, or in promotional materials. Choosing not to consent to public display will not affect your custom-order service.

Service providers and disclosure

We may share relevant information with service providers needed to operate the store and fulfill orders, including Shopify, payment providers, and delivery carriers. Sharing should be limited to what is appropriate for the service being provided. Information may also be disclosed to comply with law, respond to lawful requests, or protect legal rights. Payment providers process payment information under their own privacy policies and security procedures.

Third-party contact platforms

If you contact us through a third-party messaging or social platform, that platform also processes information under its own privacy policy. Please review the relevant platform’s terms and privacy information when using it.

Cookies and similar technologies

The website may use cookies and similar technologies to support its operation, shopping features, and security. Where consent is required for non-essential uses, privacy choices will be provided as applicable. You can manage available choices through the website’s privacy settings, where provided, or your browser settings. Disabling some cookies may affect website functionality.

Retention and security

We retain relevant information as needed to process orders, provide aftercare, maintain necessary records, and meet legal obligations. We take reasonable measures to protect information, but no internet transmission or electronic storage method can be guaranteed completely secure.

International processing

Shopify, payment providers, and other service providers may operate in different countries. Your information may therefore be processed outside your country of residence. Where applicable, we will observe relevant data-protection requirements.

Your privacy rights

Depending on applicable law in your location, you may have rights to access, correct, or delete personal information, withdraw consent, or restrict certain processing. Contact us using the email below to make a request. We may need to verify your identity. Some information may need to be retained for legal or other legitimate reasons.

Policy updates

We may update this privacy policy to reflect our services and applicable requirements. An update date will be shown when changes are published.

For questions about custom orders, payments, shipping, aftercare, or privacy, please email Elena.

elenapawtraits@gmail.com