Terms of service

These terms apply to orders placed with Little Fur Tales at littlefurtales.com. Please read them alongside the product description, your selected customisation details and our shipping, refund and privacy policies before ordering.

1. Who you are buying from

Little Fur Tales is operated by SACH DESIGN GLOBAL LTD, a company registered in the United Kingdom with company number 16261150. In these terms, “we”, “us” and “our” refer to that company.

Contact us at info@littlefurtales.com or through our contact form. Please include your order number when asking about an existing order.

2. What you are ordering

The framed oil-portrait range is a physical, original pet painting, painted by hand in oils from your photograph. The standard option includes one pet and the miniature frame you select. Please contact us before ordering more than one pet in a painting.

Frame dimensions vary by style. Check the size guide and the selected product details before ordering. Gold, Silver and White describe frame finishes, not solid precious-metal content. Stands and other display accessories are included only where the product description expressly says so.

Mugs, keyrings, bag charms, luggage tags and trinket dishes are separate personalised products. The oil-painting process, production estimate and finished-art approval process do not automatically apply to these accessories.

3. Placing and confirming an order

For a framed portrait, choose the frame, choose the colours, upload your photograph and review your selections before paying. Check names, notes, delivery details and the order total carefully. The available payment methods are shown at checkout.

Your order is an offer to buy the selected item. We accept it when we send our order-confirmation email, at which point a contract is formed. A payment-provider receipt alone is not our acceptance. Please keep the order confirmation and a copy of these terms. Orders and these terms are provided in English.

If we cannot accept an order, we will explain the issue and refund any payment taken for it. If a photograph is unsuitable or a requested option is unavailable, we will contact you to agree the next step. We will not substitute a different frame or make a material change to your commission without your agreement.

4. Prices, payment and offers

The checkout shows the currency, item prices, applicable discounts, taxes and any delivery charges before you pay. Delivery to destinations available at checkout is currently free, as described in our shipping policy. Import duties or charges collected by the destination country may be payable separately unless expressly included at checkout.

Offers apply according to their stated eligibility, expiry and combination rules. A later price or offer change does not change an order already accepted. If a price error affects your order, we will contact you to resolve it; we will not charge an additional amount without your agreement.

5. Your photograph and instructions

For photo uploads, use an original JPG, PNG or WebP file up to 10 MB. A clear, well-lit photograph showing the eyes and distinctive markings helps us understand the subject. Tell us about important details before work begins. See our photo guide.

You must own the photograph or have permission to supply it for the commissioned work. By sending it, you give us permission to use it to prepare, make and fulfil your order and to discuss the commission with you. This permission does not itself authorise us to use your photograph in advertising.

6. Previews, handmade variation and artwork approval

The uploaded-photo preview inside a frame is a composition guide. It is not a preview of the finished oil painting and does not automatically remove the background from your photograph. Digitally created frame, colour and painting combinations illustrate options; real photographs and making films show the original samples.

Hand-painted brushwork and colours can vary, and screens and lighting affect how finishes appear. Your finished piece must still match its description and the customisation we agreed. Handmade variation does not remove your rights if an item is faulty or not as described.

For framed oil portraits, we send a photograph of the finished artwork for approval before dispatch. Only minor changes may be possible with a physical painting. We will discuss and agree any revision fee before starting the changes. A new photograph, pose or major redesign may require a new commission. Approving the artwork does not waive your statutory rights.

7. Production, delivery and delays

Framed oil portraits usually take 3–4 business days to paint after we receive a suitable photograph and complete customisation details, or 5–7 business days during busy periods. Business days exclude weekends and public holidays. Time for approval, agreed revisions and shipping is additional. Accessory timings must be checked separately.

We offer tracked worldwide delivery to destinations available at checkout. Transit time varies by destination and carrier. For a gift needed by a particular date, contact us before ordering. Entering an occasion date does not guarantee delivery by that date or reserve express shipping.

Unless we agree a different delivery period with you, goods will be delivered within 30 days of the contract being made. If a delay affects your order, we will contact you about the next steps. Your applicable rights to cancel and receive a refund for late or failed delivery remain unaffected.

Where we arrange the delivery, the goods remain our responsibility until you, or someone you nominate to receive them, takes physical possession. Contact us if a parcel is lost or damaged so that we can investigate and arrange the appropriate remedy. See our shipping policy.

8. Cancellations, changes and returns

Our portraits and personalised keepsakes are made using your individual photograph and instructions. The usual change-of-mind cancellation right does not generally apply to goods made to a customer's specifications or clearly personalised. Selecting a standard frame shape or colour alone does not make an otherwise standard item personalised.

For a framed oil portrait, our policy allows cancellation and a refund if painting has not started. Once painting has started, we do not refund change-of-mind cancellations. Please contact us promptly if you need to change or cancel an order. For a personalised accessory, contact us to check the production stage and available options.

If an item is faulty, damaged, incorrect or materially not as described, contact us with your order number and a description of the problem. Photographs of the item and packaging are helpful where available. We will arrange an appropriate remedy in line with your applicable consumer rights. Please contact us for return instructions before sending an item back.

These custom-order conditions do not restrict your statutory rights. See our refund policy for details.

9. Privacy and website content

Our privacy policy explains how we handle personal information, including information provided with an order or enquiry. Ordering does not itself require consent to unrelated marketing.

Buying a physical portrait does not by itself transfer copyright in our website text, photographs or other content, or grant a commercial reproduction licence. This does not affect rights you already hold in the material you supply or any use permitted by law. Contact us if you want to agree a separate commercial use.

10. Our responsibility

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. We do not exclude or limit responsibility where doing so would be unlawful, including for fraud, death or personal injury caused by negligence, or goods that fail to meet applicable statutory requirements.

Events outside our reasonable control do not remove your applicable rights. We will explain a material delay or other issue and work with you on the next steps.

11. Questions and complaints

Email info@littlefurtales.com with your order number, a description of the issue and the outcome you are seeking. You can also use our contact form. We will review the matter and discuss the appropriate next steps with you. Nothing in this process prevents you from exercising your legal rights.

12. Changes to these terms and applicable law

The version of these terms available when your order is accepted applies to that order. Later changes will not retrospectively reduce your rights or change the agreed order without your agreement.

These terms are governed by the law of England and Wales. This choice does not remove mandatory consumer protections that apply where you live or require you to give up any right to bring a claim in a court available to you under applicable law.