Customer Care

Customization Policy

Every personalised piece starts with your photos and details. Please read these guidelines to help us create something you’ll love.

Check Your Details

Please check all names, dates, text spelling, product models, photos, and notes before placing your order. We use the information you submit to personalise your item. If you spot a mistake, email us immediately before production begins. Once production has started, orders cannot be changed or cancelled.

Pet Photo Requirements

Follow the photo guide below and any specific requirements on your product page. Choose a sharp, well-lit, front-facing photo showing your pet’s entire face. Avoid blurry, cropped, dark, overexposed, or side-profile photos.

If your pet photo does not meet the requirements, we will contact you using the contact details provided with your order. Please respond with a suitable photo promptly, as waiting for a replacement may delay preparation.

The finished result depends on the quality of your original photo. Low-resolution images may lose detail or appear less sharp; these limitations cannot always be corrected. Please supply the clearest original image available.

For memorial keepsakes, older or less-than-perfect photos are welcome. Contact us before ordering so we can assess your photo, suggest a suitable piece, and explain what we can achieve with the memories you have.

Does My Product Include a Preview?

DIY products — preview as you design

You create your own design directly on the page and see the preview immediately. Please review your layout, photos, and text before submitting your design.

Handmade products — no preview

Our artists design and make these pieces by hand using your photos and notes. No proof or preview is provided, so please make your preferences clear when ordering.

Selected products — review before production

Some products include a separate proof or preview stage, as indicated on the product details page. We upload your preview to the Order page for you to review.

For products with a review stage

24 Hours to Review Your Preview

We will notify you when your preview is ready. Visit the Order page to approve it or request changes within the 24-hour review period. Check the review deadline shown on your order and submit any feedback before it expires.

If you request changes, our artist will review your feedback. When a revised preview is ready, we will notify you and open a new 24-hour review period.

If you do not respond before the deadline, your preview is automatically approved. Production will only begin after the review stage is complete, either through your approval or automatic approval. Once production starts, changes and cancellations are no longer possible.

Photo Editing & Artistic Interpretation

Please check your product page for the editing options included with your item. If you have specific preferences about cropping, colours, or background removal, include them in your order notes or contact us before production. Handmade designs are our artists’ interpretation of your photos and notes rather than an exact photographic reproduction.

Colours & Placement

Screen settings and different materials can cause slight colour differences between your photo or preview and the finished item. Handmade customisation may also have minor placement differences. Small variations that do not materially affect the design or use of the item are generally not considered quality defects.

If there is a significant issue with your finished item, please refer to our Returns, Refunds & Replacements policy for our 30-day quality warranty.

Need Help?

Email hello@pawme.sg with your order number and any questions about your photos or customisation.

WhatsApp (coming soon)