FAQs

Bondel Studio questions

Is every Studio portrait hand drawn?

No. Studio creates an AI-generated digital preview. Canvas orders are prints of digital artwork. Artist refinement is available when you submit an Artist Refinement Request with the order; it is not automatically included.

Will I receive a separate approval email?

Orders submitted with an Artist Refinement Request receive revised artwork for approval before production. Orders without a request proceed with the version you select and do not automatically include this separate approval step.

How do Studio refunds and replacements work?

Bondel Studio: artist refinement and refunds

These Studio conditions apply to Bondel Studio portraits. Product-specific Hand Drawn guarantees remain separate and are not replaced by the Studio conditions.

Orders without an Artist Refinement Request

If you submit a Studio order without an Artist Refinement Request, we produce the version you select. These orders are not eligible for a refund for dissatisfaction or a change of mind. Artist revisions and a separate artwork approval exchange are not automatically included.

Orders submitted with an Artist Refinement Request

To qualify for the Studio refinement refund guarantee, you must include an Artist Refinement Request with your original order. An artist note submitted with the order requesting a change to the artwork counts as that request. A request added only after an order was submitted without one does not create eligibility for this guarantee.

We refine the artwork before printing and send the revised artwork for your review. You may request a refund under this guarantee until you approve the revised artwork. Once you approve it, this guarantee ends. To request a refund before approval, email hello@bondel.co with your order number.

Canvas replacements are separate from refunds

If your Studio canvas arrives damaged or defective, contact us within 30 days of delivery with your order number and photos of the problem. We will send you a replacement at no cost to you, shipping included.

The Studio product page also offers a 30-day satisfaction replacement guarantee: if you are not happy with the delivered canvas, contact us within 30 days and we will create a brand-new portrait from scratch. You only cover the shipping for the new canvas. This is a replacement promise, not a post-delivery refund guarantee.

Canvas size, composition and delivery issues

Check the selected size, orientation and composition before ordering. Different canvas shapes can require a different crop or layout. If you have concerns about the delivered dimensions, missing artwork details, or an order that has not arrived, email us with the order number and relevant photos or information so we can investigate. A format adjustment does not remove rights or remedies that cannot legally be excluded.

Nothing in these conditions limits mandatory consumer rights or remedies. For existing orders, we will honor applicable promises made when the order was placed; this update does not retroactively remove them.

See how Studio artist refinement works and our shipping policy.

Where can I find photo and size advice?

Read our photo guide, multiple-pet guide and canvas size guide.

Hand Drawn portrait questions

The following artwork-process answers concern the Hand Drawn products, not the Studio workflow above. Refer to the selected product for its included features and guarantee.

1. Is it possible to see my artwork before it gets printed?
Yes! We’ll send you a digital preview for approval, and you can request revisions until you're completely satisfied before we proceed with printing.

2. Can I have more than one pet in a single portrait?
Yes, we can feature multiple pets! Upload clear photos of each pet or a group photo, and we’ll create a unique artwork.

3. What if I don’t like my artwork?
We offer unlimited revisions until you're fully happy with the result.

4. Do you draw all kinds of pets?
Yes, we draw all types of pets!

5. Is my pet photo good enough to use?
Ensure your photo is clear, well-lit, and shows your pet’s face. If unsure, send it, and we’ll advise if it’s suitable.

6. What does your 100% satisfaction guarantee include?
We offer unlimited previews and revisions. If you're not satisfied after delivery, we'll replace the portrait within 30 days (you just cover shipping). Defective or damaged canvases will be replaced for free.

7. Do you offer worldwide shipping?
Please check the Shipping Policy and the destinations available at checkout. Contact us before ordering if your destination is not listed.