FAQ

Find answers to our most frequently asked questions.

How does it work?

It's simple and easy...

Start by selecting your favorite portrait, upload your photos, and choose a background color for your final piece. 

After placing your order, we’ll work diligently to provide you with high-quality service, making your memorable moments even more special. 

You can also enhance your order with add-ons like a photo print or a mug, where we’ll feature your digital portrait on the physical item.

Where do you deliver?

For now, our physical products are only being shipped inside New Zealand.

How are the portraits made?

Our portraits are uniquely hand-drawn in a digital format by our highly skilled artist, relying neither on apps, AI, nor any photo editing programs.

What does a digital portrait means?

The Portraits will be emailed to you for easy downloading and printing at home or at a nearby print shop. It is designed to be of high quality, so you can print it in any size you desire.

Can I see a preview before I order?

Because our artwork is handcrafted, we are unable to present it to you prior to your order. 

However, we will send you a preview within 3-5 days after ordering and will work together with you until you are fully happy with the design.

What's the turn around times for order?

You can anticipate receiving your first draft within 3-5 business days, which will be sent to you via email. Please note that this timeframe may extend during peak seasons like Christmas, Mother’s Day, Valentine's Day, etc…

If you are happy with the draft, you will receive the final digital product within 24 hours. If you’re not satisfied, we offer unlimited revisions to ensure the design meets your expectations.

Can you merge two or more photos into one?

Certainly, we can assist you with that. The only restriction is that we are unable to alter the positions in the photo. 

If you're unsure about how your merged photos will turn out in the final product, please send us an email before placing your order, and we'll get back to you. 

You can reach us at hello@wedraw.co.nz

Can I change a photo after a order is placed?

Our designs are crafted by hand, which means they take several hours to complete. As a result, we are unable to alter your photo once your order has been placed. 

Please make sure to choose your initial photo carefully. If you believe the selected photo doesn't meet your expectations, reach out to us as soon as possible. 

We can start a new design from scratch for a fee of $20.

"I have had two fantastic experiences with We Draw, both for pet portraits on a mug and I can not recommend Jess and her team more! The clear, efficient and well designed website makes ordering a total breeze, along with the most incredible customer service I have had from a small business in a long time! Jess goes above and beyond and paired with her amazing work she has won me as a customer for life."

Michaela, New Zealand.