Questions, answered
How does a custom order work?
Upload a photo of your horse, choose an item and size or colour, and check out. Your order is printed to order by one of our print partners and shipped to the address you enter.
What photos work best?
The original photo from your phone or camera, in good light, with the horse filling most of the frame. JPEG or PNG up to 15 MB. We tell you as soon as you upload if a photo is too small for the item you picked.
Do you edit or retouch my photo?
No. We print your photo as it is, centred and scaled to the item. Phone cases, blankets and canvases are printed edge to edge, so the edges of the photo may be trimmed.
Can I add a name or text?
Not at the moment — we print the photo only. A free reveal card is a nice place for a name and a message.
How much is shipping?
Shipping is free on US orders. Orders ship within 48 business hours. We don’t promise specific delivery dates because they depend on the carrier.
Can I return a personalised item?
Yes. Returns are free within 30 days of delivery. Email us with your order number. If something arrives damaged or misprinted, send a photo and we’ll replace or refund it.
Can I send it as a gift?
Yes. Enter the recipient’s name and address as the shipping address at checkout, and use our free reveal card to tell them it’s coming.
What happens to my photo?
It is stored privately on our server and sent to our print partner only to make your order. It is never shown publicly. Email us if you’d like it deleted.
Which phones do the cases fit?
iPhone 11 through 17, Samsung Galaxy S21 through S26 and Google Pixel 6 through 9 models. The full list is in the phone model picker.
Still stuck? Email support@velvetfauna.com.