Help and Frequently Asked Questions

Commissions

This mostly comes down to personal preference and which style is most affordable for you, however I do recommend the detailed style for more fluffy animals, and if you’re looking for more detail and shading.

For more information, please look at the visual guide and description on the custom pet portrait listing.

Yes! Send me an email at [email protected] and let’s discuss.

Yes! Send me an email at [email protected] and let’s discuss.

Print-on-demand products

Print-on-demand products are made to order and fulfilled by Printful.

This allows me to sell products I otherwise wouldn’t be able to, with a wider range of designs, colours and sizes, and no waste.

Please email me at [email protected] and I’m sure we can sort it out.

Although print-on-demand products are created and fulfilled by Printful, I am still here to help with any issues.

Yes! Send me an email at [email protected] and let’s discuss.

Keyrings

I would love to offer EVERY dog breed as a keyring – but there are over 200 Kennel Club recognised breeds, and many more including popular crossbreeds, so it is very difficult to include them all.

Here are some of the things that make our wooden keyrings eco-friendly:

  • The wood is sourced from responsibly managed woodlands.
  • The wood is from a fast-growing tree species, so wood is removed at the rate of growth.
  • Wood is usually a more sustainable alternative than fabric or plastic.

Yes! The high quality design is printed onto our keyrings. Here’s what one customer said: “The image is etched into the wood so no need to worry about the image being damaged.”

The design is one sided and won’t peel or scratch away.

Unfortunately, I am not able to offer custom keyrings. My keyring designs are made in batches, and it is very difficult and expensive to make just one at a time.

Stickers

We used to sell paper based stickers but unfortunately they were not as long-lasting or high quality as I would like, so we have switched to high quality vinyl stickers, which are made of plastic and are also water resistant.

We hope your stickers will have a long and happy life with you! All our freebie stickers are either paper based, or plastic vinyl stickers with printer errors to reduce waste.

We no longer sell gloss vinyl stickers for a number of reasons:

  • Buying gloss and matte sticker paper doubles our costs in materials anytime we have to restock.
  • My Cricut machine sometimes has difficulties with gloss sticker paper, which can slow down production and waste sticker paper.
  • The majority of my customers choose matte and indicate either a preference for matte vinyl, or no preference.

The stickers I sell are all high quality vinyl stickers, which are made of plastic and are also water resistant.

Our freebie stickers are sometimes damaged, imperfect, or printed on a variety of sticker paper, which could be matte, gloss or paper. This helps to prevent waste.

Probably! We stock over 100 dog breeds as stickers so do have a good browse. You can also search the name of the dog breed you’re looking for at the bottom of my website.

Still can’t find your favourite breed? Feel free to email me at [email protected] to request it, or order a custom pet portrait.

Cards

Yes! Just let me know in your order notes. Remember to add your special someone’s delivery address instead of yours when you order!

Yes! However, custom cards must be ordered with a commission (otherwise I don’t have a design to print).

Delivery

For general delivery queries, please check my delivery policy.

Don’t panic – please send me an email as soon as you notice to [email protected].

If your order has not been dispatched yet, I am always happy to update this. Sadly, if your order has been dispatched there is nothing I can do, but please do let me know so I can look out for a returned parcel and forward it on to you.

First, please consult the product description and my delivery policy for predicted delivery times. I also recommend checking the delivery address on your order confirmation email.

Very occasionally, orders may get lost in the post. Please allow at least 10 working days after your order is dispatched before getting in touch about this. If you believe your order has gone missing, please email me at [email protected] and I will look into this for you.

Unfortunately it has become more difficult for small businesses like mine to deliver internationally. For example, the introduction of GSPR policies has made it very challenging for small businesses in the UK to deliver to countries in the EU, including Northern Ireland.

However, you can always pop me an email to discuss options at woofbyhollie.com.

Refunds, returns and cancellations

For general returns queries, please check my returns policy.

Personalised items and commissions cannot be returned and resold as they are made to order and personalised for the customer. They are still able to be returned if they are damaged.

Please see my delivery and returns policy for information about digital downloads.

Please get in touch with me via email ([email protected]) before sending any returns, and I can let you know the address.

By UK law, consumers are responsible for return delivery costs.

However, if your item arrives damaged or broken, I am always happy to arrange a replacement at no cost to you.

Your refund will be processed within 14 days of your items arriving back with me, however I will always endeavour to process your refund as swiftly as possible.

Discounts and sales

Please double check that your order is over £20 and that you have selected our free 2nd class delivery (not the paid option). This delivery option is NOT available with print-on-demand products.

If that doesn’t fix it, pop me an email at [email protected] and I’m sure we can sort this out.

Please double check that you’ve spelled it correctly and are putting it in the right box at checkout, and that the items you’re buying are valid for the code.

If it still isn’t working, pop me an email at [email protected] and I’m sure we can sort this out.

Please note, some discount codes have limited use (such as 1 use per user, or 10 uses before expiry) or expiry dates.

Your 10% off code should have popped up on our website when you submitted your email and been sent to you in am email – please try filling the form in again if you didn’t receive it. If you have any issues, please send me an email at [email protected].

Please note, the 10% discount code is a 1 use per user discount code.

It means I am clearing out space for new products and that product won’t be coming back – at least not in exactly the same form.

Yes, as long as it qualifies for a refund/cancellation. Check if your order qualifies in my returns policy.

Other

We are proudly based just outside of Cardiff in the UK. There is no studio or office, just a section of our living room full of dog themed products!

We do not have brand reps or ambassadors, but you can apply to be a Woof by Hollie affiliate.

I am also always interested to hear about ways you think we could work together, so feel free to email me at [email protected].

Charity event, raffle, Instagram giveaway, or something else? Let’s discuss at [email protected].

Please be aware I cannot say yes to every request for free products.

Unfortunately, all enamel pins are manufactured outside of the UK and are not very eco-friendly. As part of my commitment to sustainability, I try really hard to source products made in the UK.

I want to include products for EVERY dog breed – but there are over 200 Kennel Club recognised breeds, and many more including popular cross breeds, so it is very difficult to include them all!

Feel free to email me at [email protected] to request your favourite dog breed, or order a custom pet portrait.

Amazing! I would love to hear about it – let me know at [email protected].

Get in touch with me at [email protected].