Frequently Asked Questions
Products
Who designs your prints?
All of our art prints are lovingly designed in-house by our founder, Xandra, who has over 10 years professional experience as a designer/illustrator. She hand-draws every single piece by hand on her trustee iPad before switching to the desktop computer to refine every piece of artwork using her graphics tablet.
Will you be adding *insert breed here* to the shop?
Our answer to this will always be "yes" - but if you have been waiting a while for your breed to show up but it hasn't, your best bet is to email us at hello@pemberleypets.com.au - and we will get working on adding them to the shop faster :)
What paper do you print on?
Our signature and custom prints are printed using genuine Epson Ultrachrome archival inks on beautiful 290-310gsm premium white cotton rag fine art paper. These are the type of paper used on museums and galleries, so you can be rest assured that your prints will be of the highest quality and will last a lifetime.
What are the frames made out of?
Both of our Black and Natural frames are made out of engineered timber with a solid MDF backing and solid 2mm real glass.
Where can I buy frames for the unframed prints I purchased?
You can find affordable options at places like Ikea, Country Road, Kmart, Officeworks or Target. For more premium options, you may try online vendors or specialty frame/print shops. Our prints are designed for standard print sizes so you will not have any issues finding the perfect frame.
Can I have more than one pet in my Custom Print?
Yes you can. Please add Extra Pet option into the cart, as well as the Custom print you want (printed/digital)
Can I use my Custom print as a tattoo?
Yes, you can. Please purchase the digital option, and the artwork will be yours to use with no extra charge. Please email us at hello@pemberleypets.com.au and we will give you a written permission to do so.
Can I use one of your Signature Prints as a tattoo?
Yes, you can - as long as you purchase one of our physical Signature Prints. Although, please note that we do not offer digital files of our Signature prints for sale. Please email us at hello@pemberleypets.com.au and we will give you a written permission to do so.
Can I use your designs for a commercial/private Cricut project?
No.
Can I use your design as a logo?
No.
Shipping and Handling
How long does shipping take?
Orders will be picked and packed within 3 days of cleared payment. The estimated delivery time for standard Australian shipping is between 7 to 10 days.
Due to COVID19 Australia Post are currently experiencing some delays in their delivery network. Please be patient while you wait for your new artwork in the mail. If you have not received it within 10 days, send us an email and we will follow it up for you.
Do you ship internationally?
Yes, international shipping rate will be calculated automatically upon check-out.
How will the prints be packaged and shipped?
All unframed prints will be rolled and shipped in thick mailer tubes to ensure maximum safety. We have researched this as the best way to get your prints safe and unharmed to your hands.
Framed prints will be shipped in heavy duty shipping boxes that are clearly marked with FRAGILE signs. Your framed artworks will be ready to hang as soon as you unpack the box!
Why does it say that my orders came from FramesNow?
We are proud partners of FramesNow and all our prints are printed and delivered to you from their Melbourne warehouse.
FramesNow is one of the largest picture framing business in Australia. They offer premium solutions for shops, online retailers, shop fitters, government, schools, commercial and photography businesses. They take pride in their quality and guarantee that their frames are durable and stand the test of time. So you can be rest assured that your prints were printed and handled with love.
Wholesale/Stockists
Do you accept wholesale orders?
Yes, we do. Please email hello@pemberleypets.com.au for more information.
I am a shop/cafe/restaurant/groomer/vet and I would love to have your prints displayed at my place of business. Do you have a special discount for businesses?
Yes, we do. Please email hello@pemberleypets.com.au for more information.
Refunds and Exchange
My goods/print arrived damaged! What do I do?
We will happily replace your artwork free of charge if your print arrives damaged. Please send us an email at hello@pemberleypets.com.au along with your order number and photos of the damaged goods/print within 24 hours of receiving the order.
Can I exchange a print?
You may exchange your print if you received the wrong print or size to the one you ordered. Please send us an email at hello@pemberleypets.com.au along with your order number, photos of the incorrect print, your proof of return shipping (we will refund this cost to you) within 24 hours of receiving the order.
Do you accept change-of-mind refund/exchange request?
Unfortunately, we do not accept refund/exchange for change of mind. Please be 100% sure that you are purchasing the product that you want.
Read more about our Return and Exchange Policy here.