Product
What sizes do you offer for the portraits?
- Frame is 1" wide, 3/4" deep
- 8x10 in (20.32 x 25.4 cm)
- 12x16 in (30.48 x 40.64 cm)
- 18x24 in (45.72 x 60.96 cm)
Can I customize the background of my portrait?
At The Aeterna, we do not offer fully custom background requests. However, we have prepared a selection of beautifully designed background templates that you can choose from. These templates are carefully crafted to complement your pet’s portrait and maintain the signature Art Nouveau aesthetic that defines our work.
What type of materials are used for the portraits?
Our portraits are printed on matte, neutral white paper (200 gsm) using state-of-the-art printing technology for sharp detail and vibrant colors, with UL certified GREENGUARD GOLD ink.
Frames are available in black, white, and walnut, measuring 1" wide and 3/4" deep, with a clear acrylic front and ready-to-hang backing.
Packaging ensures safe delivery — prints are sealed in archival bags, and framed prints are secured with cardboard inserts.
Can I request a specific style for my pet’s portrait?
You can choose from the styles already available in our store. Each one is carefully designed to match The Aeterna’s signature look, ensuring your portrait fits beautifully within our collection.
Can I order a portrait of more than one pet in a single image?
Yes, this is possible for our Modern Pet Portrait style. You can include multiple pets in a single artwork to capture all of your beloved companions together in one beautiful design.
Are the portraits hand-drawn or artificial intelligence?
Every portrait at The Aeterna is 100% hand-drawn by professional human artists, using digital tools such as Photoshop and Illustrator. We do not use AI in any part of the creation process — each artwork is crafted with care, skill, and artistic expertise, ensuring a truly unique and personal piece for every pet.
How do I choose the best photo for my portrait?
To ensure the best possible result, we recommend following these guidelines when selecting a photo:
- Lighting: Ensure the photo is taken in a well-lit area, ideally using natural light. Avoid using filters. Natural daylight works best to capture accurate colors.
- Framing: The best photos are close-ups, taken head-on. Make sure to show your pet's ears, head, neck, and chest to help us capture their unique features. Avoid photos where your pet is laying down, as we need a clear view of their face for the best portrait.
- Clarity: Make sure the photo is not blurry and avoid overhead shots. A well-framed photo will give us the best view for the final design.
- Color accuracy: Ensure the fur color is accurate to real life
We review every photo carefully when your order is placed. If there are any issues, we will contact you promptly via email. If a new photo is needed, this may slightly extend the delivery time.
Can I get a portrait without including the name??
Definitely! If you’d like your portrait to be name-free, simply enter "NO NAME" in the name field during checkout.
Shipping
How long does it take to receive my order?
1. How long does shipping take?
General Shipping Timelines:
- USA: Orders typically arrive within 1-2 weeks from the date of purchase. During peak holiday seasons, shipping times may extend to up to 3 weeks.
- UK, Australia, Canada, & Europe: Orders are estimated to arrive within 2 weeks. However, during peak holiday seasons, shipping times may extend to up to 4 weeks.
Do you ship internationally?
Currently, we ship to the USA, UK, Canada, Australia, and select European countries.
If you have any questions or need assistance with your shipping details, please feel free to contact us!
How much does shipping cost?
We provide FREE global shipping on all orders over $100.
For orders under $100, a flat shipping fee of $10 applies to deliveries within the USA, UK, Canada, and Australia.
At the moment, we ship to the USA, UK, Canada, Australia, and select European countries.
If you have any questions regarding shipping, feel free to reach out!
Can I track my order once it’s shipped?
Yes! Once your order is confirmed and shipped, you will automatically receive a tracking number via email. This allows you to track your order’s journey until it safely arrives at your doorstep.
Do you offer expedited shipping options?
Expedited shipping will be automatically selected based on the best available option for your country. This ensures we use the fastest and most reliable service to deliver your order.
Can I change my shipping address after placing an order?
You can contact our support team within 12 hours after placing your order at support@theaeterna.com to request a change. After this timeframe, we may no longer be able to modify the address, as your order will already be in production.
What should I do if my order arrives damaged?
If your order arrives damaged, please contact our support team immediately at support@theaeterna.com with photos of the damage. We will gladly replace the damaged item for you at no additional cost. Your satisfaction is our priority!
Will my items be shipped together or separately?
We strive to ship all items in a single package. However, if your order contains multiple items that require different production times, they may arrive in separate shipments. You will receive tracking details for each shipment.
Payments
What payment methods do you accept?
We accept the following payment methods:
- American Express (AMEX)
- Apple Pay
- Discover
- Google Pay
- Mastercard
- PayPal
- Shop Pay
- Venmo
- Visa
This allows you to choose the most convenient option for your purchase!
Is it safe to make a payment on your website?
Yes, it is completely safe to make a payment on our website. Level 1 PCI DSS compliant — the highest level of security in the industry. This means all transactions are encrypted and securely processed, ensuring your personal and payment information is fully protected.
Additionally, we only work with trusted payment providers like PayPal, Apple Pay, Google Pay, and major credit cards, giving you extra peace of mind while shopping with us.
Can I use gift cards to pay for my portrait?
Yes, we accept gift cards as a payment method for your portrait. You can enter your gift card code at checkout to apply it to your order.
Will I receive an invoice for my purchase?
Yes, you will automatically receive an invoice via email after your purchase is completed. If you need a copy or have any issues, feel free to contact our support team at support@theaeterna.com.
Refunds & Returns
Can I return my pet portrait if i don’t like the artwork?
As each portrait is 100% custom-made and unique to the photo you provide, we are unable to offer returns / refunds.
However, if you encounter any issues with your order, we are committed to resolving them for you. Here's what to do:
- Order arrived damaged? Upload a photo of the damage through this form, and we will assist you in receiving a replacement.
- Artwork not as expected? Start by requesting a revision through this form, and our customer care team will work with you to ensure it meets your expectations.
If you submit a form for any of the above, there's no need to email us separately—our team will review and respond promptly.
get in touch
still got questions?
We’re here to help! If you didn’t find the answer you were looking for, feel free to reach out. Our team is always happy to assist with any inquiries, big or small.
