Refund policy

Waglow & Co. Return & Refund Policy 

 

We understand that commissioning a custom portrait of your pet is something deeply personal — so we do our best to keep the process clear, transparent, and full of warmth.

① Cancellations & Refunds

Once your order is placed, our team will confirm its status within 24 hours and keep you updated by email:

• If your order has not yet entered production, you're welcome to cancel anytime for a full refund.
• If your order has already entered production, we're unable to offer a cancellation or refund. From that point on, your piece is being hand-crafted especially for your pet by one of our artists — a process that can't be reversed or reassigned to another order.

 

② Production Timeline & Photo Confirmation

Before production begins, we carefully review the photo you've uploaded. If it isn't clear enough or the angle isn't ideal, we'll reach out by email or WhatsApp to request a better one. If we don't hear back within 3 business days, we'll take that as confirmation to proceed with the photo provided, so your order isn't delayed.

Production time is counted from the moment your photo is confirmed, and typically takes 2–4 weeks, depending on our artists' current schedule.

 

③ Revisions

Once your portrait is completed for the first time, we'll share it with you and welcome your feedback. We offer up to 3 rounds of free minor revisions (such as color tone or small detail adjustments). These revisions don't include a full redo or a change of pet/photo — for that, a new order is required.

 

④ Rush Orders

Need it sooner? Reach out to us via WhatsApp or email with your order number and rush request, and we'll check with our artist's schedule to see if it's possible. Once confirmed, rush production is available for an additional 30% of the product's original price, with a shortened turnaround of about 1–2 weeks.

 

⑤ Shipping

Once your piece is finished, shipping typically takes 1–2 weeks, depending on your location. If your order arrives damaged or is lost in transit, we'll offer you the choice of a free remake or a full refund — we want every piece to arrive safely, ready for you to share with your little one.

 

⑥ Refund Processing Time

All refunds are issued to your original payment method and typically take 5–10 business days to appear, depending on your payment provider.

 

⑦ Contact Us

If you have any questions about your order, feel free to reach out anytime at hello@shopwaglow.com — we'll get back to you within about 2 business days.