Frequently Asked Questions

We’ve gathered answers to the most common questions about our custom pet portraits, process, shipping, and policies. If you don’t see what you’re looking for, feel free to reach out to us—we’re happy to help.

Pet Portraits
What types of animals do you illustrate?

We create custom portraits for all types of animals — from common household pets to more unique companions.
Whether it’s a dog, cat, bird, rabbit, reptile, or other beloved animal, we’re happy to illustrate them.
What kind of pet portraits does Luna & Sol offer?

We create custom, hand-illustrated pet portraits designed through an artist-led process. Each piece is thoughtfully illustrated to capture your pet’s character in Luna & Sol’s signature style.
How many pets can be included in one portrait?

At the moment, we accept up to two (2) pets per portrait to ensure balance and detail in each artwork.
Will the portrait look exactly like my pet?

Our portraits are artistic interpretations rather than exact photo replicas. While we aim to capture your pet’s likeness, the final artwork reflects Luna & Sol’s illustration style.
What type of photo should I upload?

For best results, please upload a clear, well-lit photo with your pet facing the camera. The quality of the photo directly affects the final artwork.
Can I choose the background and frame?

Yes. You may select your preferred background, size, and frame color on the product page before checkout.
Can I see the artwork before it is printed?

Each portrait is completed through our artist-led process and finalized before printing, allowing us to maintain consistent quality and faster turnaround.
Do you offer revisions or changes?

All artworks are created as final pieces through our artist-led workflow to ensure efficiency and consistency.
Is each portrait unique?

Yes. Every Luna & Sol portrait is custom-made based on the photo you provide, making each piece one of a kind.
What materials are used for the artwork?

Portraits are printed on high-quality fine art paper. Frames, when selected, are made of semi-hard wood and finished with protective glass.

Returns & Refunds
What if I’m unhappy with the final artwork?

Our portraits are artistic interpretations created through an artist-led process. By placing an order, you acknowledge and agree to our style, process, and policies.
What if my order arrives damaged?

If your order arrives damaged, please contact us within 48 hours of delivery at care@thelunaandsol.com, along with clear photos of the item and packaging.
We’ll review the issue and assist you accordingly.
Why are returns not allowed?

Each portrait is individually illustrated and produced based on the photo and options you provide. Once created, the artwork cannot be resold or reused.
Can I return my order if I change my mind?

Because each portrait is made to order, we’re unable to accept returns or cancellations once production has begun.
Do you accept returns or refunds?

All Luna & Sol products are custom-made artworks, created specifically for each order.
For this reason, all sales are final, and we do not accept returns or refunds.

Shipping
Which courier do you use?

We ship all orders via SPX Express to ensure reliable and trackable delivery.
Do you ship nationwide?

Yes. Luna & Sol ships nationwide within the Philippines.
When will my order be shipped?

We take 4–6 business days to create your custom portrait before shipment.
Once your order is dispatched, delivery time depends on your location and SPX Express schedules.
How will my order be packed?

Each artwork is carefully packed to protect it during transit, ensuring it arrives in excellent condition.
Will I receive a tracking number?

Yes. Once your order has been shipped, a tracking number from SPX Express will be provided so you can monitor your delivery.
What if my package is delayed or lost?

While we work closely with our courier, delivery timelines are handled by SPX Express. For concerns about delays or issues, please contact us at care@thelunaandsol.com, and we’ll assist you as best we can.

Contact Us

For order-related concerns, please answer this form so our team can assist you efficiently. Order changes may be requested within 24 hours after placing your order, and any damaged items must be reported within 48 hours of delivery. All Luna & Sol artworks are custom-made and finalized through our artist-led process.

If you’ve already submitted the form, there’s no need to email us separately—we review form requests regularly. For other inquiries, you may reach us at care@thelunaandsol.com.