Frequently Asked Questions and Answers
Frequently asked questions
Last updated: 14 September 2026
How do I personalise my order?
Choose the product you want, then follow the product page instructions. Depending on the item, you may be able to choose a breed, add wording, upload a pet photo, or provide design details.
Can I check my design before ordering?
Please check all photos, wording, names, spellings, colours, sizes and placement carefully before you place your order. Personalised products are made to order using the details you provide.
What photo quality works best?
Clear, high-resolution photos work best. Avoid dark, blurry, heavily filtered or cropped photos. The better the photo, the better the printed result is likely to be.
Can I upload a photo from Google Photos?
Please upload your pet photo directly from your phone, computer or device files where possible. If your photo is stored in Google Photos, we recommend downloading or saving the photo to your device first, then uploading it from your gallery or files.
The Google Photos option in the personalisation uploader may not work reliably on all devices, so uploading from your device is the safest option.
How long will my order take?
Most personalised items are made to order. Please allow around 3–7 working days for production before dispatch. UK delivery usually takes 5–7 working days after dispatch. International delivery is usually 7–14 working days after dispatch.
How much is delivery?
Shipping is calculated and shown at checkout before you pay. UK delivery is shown at checkout. Some eligible orders may show a free UK mainland delivery option, but many personalised Gelato products have their own UK delivery rate depending on the item.
Can I cancel my order?
For eligible orders that have not yet been fulfilled, you can request cancellation through your customer account/orders page. Personalised or custom-made items cannot normally be cancelled simply because you changed your mind once production has started.
Cancel / withdraw from an order
Can I return a personalised item?
Personalised or custom-made items cannot normally be returned because you changed your mind. This does not affect your legal rights if the item is faulty, damaged, misprinted, incorrect or not as described.
What should I do if my item arrives damaged or incorrect?
Email us as soon as possible at info@mypetselfie.co.uk. Include your order number and clear photos of the item, packaging and issue.
How do I contact customer support?
Please email info@mypetselfie.co.uk. We aim to respond within 2 working days. A working day means Monday to Friday, excluding UK bank holidays.