FAQs
Got a question or concern? Check out our handy FAQ guide below to see if we have your answer. If you can't find what you're looking for, our support team will help.
My Custom Pet Art
Not at all! We can create portraits of almost any pet, including rabbits, horses, birds, and more. Simply upload your favorite photo, and our artists will review it before beginning your portrait.
Yes! We offer portrait options for one, two, three, or four pets. Simply choose the number of pets you’d like when placing your order.
Photo Guide (No Stress!)
Unlike AI filters that require perfectly posed photos, our artists draw every portrait by hand. This means we can work with almost any angle or pose—just choose a photo that feels most like your pet.
Not sure if your photo will work? Upload it anyway! Our artists personally review every order. If we need another reference photo, we’ll email you within 24 hours.
• Any angle is welcome: Front-facing, side profile, looking up, or even a funny sleeping pose—we’ll draw the personality you love.
• Natural light helps: It allows us to see your pet’s true colors and beautiful eyes more clearly.
• Messy background? No problem: We’ll remove the background and focus entirely on your pet.
• Slightly blurry is okay: A clearer photo helps us capture more details, but the most important thing is choosing a photo you love.
No this shouldn't matter. Don't worry if there's a lot of stuff in the background. Obviously it's better if it's a plain/clear background. But don't obsess over it too much! It really doesn't make much difference.
If you need to change or cancel your order, please contact us at support@kokohearts.com within 12 hours of placing it.
Once our artist has started working on your portrait, cancellation may no longer be possible. Changes to the number of pets, portrait size, or frame may require an additional payment and could affect the delivery time.
Yes! We’ll email you a digital preview before your portrait is printed. You can request unlimited small adjustments, and one major revision is included free of charge. We’ll only begin printing after you approve the final artwork.
We print on three different sizes of canvas frames. All canvas frames have a gallery-standard thickness of 1 inches.
The frame sizes are:
8" x 10"
This is a favourite for those looking to gift a portrait. Note that our 8" x 10" has a slightly different height-to-width ratio than our other sizes and therefore your costume may not feature as much of the shoulder area as shown in the product photos on our product pages.
12" x 16"
A great mid-sized canvas which looks perfect in entrance halls, living spaces, bedrooms, and of course... above your pet's bed!
18" x 24"
Our favorite size. This size is our original offering and is our consistent top seller to pet parents worldwide. You can't fault this size, it's a fantastic large print and you get to see the details of your portrait up close. We love this one!
Yes! We can make small adjustments, such as removing tear stains, drool, sleep around the eyes, collars, or other minor details. We can also include accessories that appear in your original photo.
For major changes to your pet’s pose or appearance, please provide a clear reference photo. Some changes may not be possible, but our artists will always do their best.
That’s completely fine! We can create a beautiful black-and-white portrait using your photo.
If you would prefer a color portrait, please provide an additional color reference photo so our artists can accurately recreate your pet’s natural colors. You’ll also receive a preview for approval before your portrait is printed.
Shipping and Payment Methods
Depending on what you ordered, your order may arrive in separate parcels. Although in most cases, all items will be packaged together.
We ship to most countries and regions available at checkout. Enter your delivery address during checkout to confirm whether shipping is available to your location.
Shipping is free for supported destinations. Once your order has shipped, you’ll receive tracking information by email. Tracking updates may begin after the package reaches the destination country.
Yes, all orders are shipped with tracking. You'll receive the tracking number, as well as delivery updates, via email and/or text.
Tracking updates may not appear immediately after your order is shipped. In some cases, tracking will begin updating only after the package arrives in the destination country and is transferred to the local carrier.
This is normal and does not mean your package has stopped moving. If there is still no update after an extended period, please contact us at support@kokohearts.com.
Sometimes orders are returned to sender as nobody was home to sign for the parcel.
Other reasons for returned to sender include an incomplete or incorrect shipping address.
We'll ship it back out to you free of charge. Don't worry, you'll get your order!
We accept all major debit and credit cards including Visa, Visa Debit, Mastercard, American Express and more. We also accept PayPal payments.
Returns/Refunds
Because every portrait is custom-made specifically for you, we cannot accept returns or offer refunds for changes of mind once the artwork process has started.
If your order arrives damaged or you receive the wrong item, please contact us at support@kokohearts.com within 48 hours of delivery and include clear photos of the item and packaging. Once confirmed, we’ll arrange a replacement at no additional cost.
We're 100% dedicated to ensuring you love your artwork!
Once your portrait is ready, we'll notify you via email. You have 3 days to either send us your edit requests, or approve it for printing. If 3 days go by and we don't hear from you, we'll consider it approved and will proceed with printing.
We're proud to offer unlimited revisions free of charge, so you can be confident you'll love your portrait.
Customer Support
You should expect to receive a response within a couple of hours.
During busier periods (such as holiday shopping season), please allow 24-48 hours for a response.
Your design draft will be completed within 1-2 days after placing the order. Once the design draft is completed, we will notify you by email. Please review it within 3 days of receiving the preview. If you do not provide any confirmation or modification requests within 3 days, we will automatically approve your design draft and begin printing and shipping.