Frequently asked questions

You'll receive an order confirmation email straight away. Your order is then sent to our nearest local UK printing partner, who will print your slate to order. Once dispatched, you'll receive a tracking email so you can follow your parcel every step of the way.

Please contact us as soon as possible at hello@pupy.co.uk. If your order hasn't entered production yet, we'll do our best to make changes. Once printing has started, we're unable to amend the design.

You'll receive a tracking link by email as soon as your order is dispatched. If you haven't received a tracking email within 5 working days of ordering, please reach out and we'll check on it for you.

Contact us as soon as possible at hello@pupy.co.uk. If your order hasn't started printing yet, we can correct it at no charge. If it has already printed, we'll discuss options with you — we always try to find a fair solution.

Our slates are made from natural slate stone — the same material used in traditional roofing. Each piece has hand-chipped edges, meaning no two slates are ever identical. They're heavy, permanent, and beautiful.

Any size works — our system handles the rest. For best results, use a clear, well-lit photo where your pet's face is visible and not obscured by shadows or other objects. A higher resolution photo will produce a crisper print.

We use high-resolution sublimation printing directly onto the slate surface. The result is a vibrant, permanent print that won't peel or fade. If you're unsure about your photo quality, email us before ordering — we're happy to advise.

Yes — every slate comes with a small display stand included in the price, so it's ready to display straight out of the box.

Simply wipe with a soft, dry cloth. Avoid abrasive cleaners or prolonged exposure to water. The print is permanent and won't be affected by gentle cleaning.

We work with a network of local printing partners across the UK, so your order is always printed close to you. Allow up to 3 working days for printing and dispatch, then 2–3 business days for delivery. Total: typically 5–6 business days from order to doorstep.

We currently ship to the United Kingdom (England, Scotland, Wales & Northern Ireland), the Republic of Ireland, and all European Union countries. EU and Ireland deliveries typically take 4–7 business days after dispatch.

Yes — you'll receive a tracking link by email as soon as your order is dispatched. If you haven't received one within 5 working days of ordering, please contact us.

Please email us within 14 days of delivery at hello@pupy.co.uk with a photo of the damage. We'll arrange a free replacement or full refund — whichever you prefer. You don't need to return the damaged item.

We offer a 14-day money-back guarantee. If your order arrives with a quality issue, is damaged in transit, or is incorrect, contact us within 14 days of delivery and we'll reprint or refund — your choice.

Because every slate is made to order with your unique photo, name, and dates, we're unable to accept returns for change of mind. This is standard under UK consumer law for personalised goods. However, if there's any quality issue at all, we will always sort it for you.

We stand behind our quality 100%. If your print doesn't meet the standard we promised, email us at hello@pupy.co.uk with a photo and we'll sort it immediately — reprint or refund, your choice.

Once approved, refunds are typically processed within 5–10 business days back to your original payment method, depending on your bank or card provider.