Terms & conditions


‘Money back’ likeness guarantee  We’ll only start your custom portrait once we’ve agreed the best composition with you. Up to three compositions will be proposed. We won’t ship your portrait until you have approved your portrait preview and full payment has been received. If you are not 100% satisfied with your portrait preview, we will issue a full refund of your deposit.

Payment & amendments  As a specialist service, we only create a limited number of portraits at any one time. All portrait orders require a 50% payment at the time of ordering, with the remaining payment due within 7 days of you approving your portrait, prior to shipping. If you are not 100% satisfied with your portrait preview, we invite you to request amendments.  Amendments are free of charge. Up to three final amendments are included. If you are not 100% satisfied following amendments, we will issue a full refund of payments made to date, including any shipping fees. Tilly & Blue does not offer a full refund for bespoke orders, non standard sizes and bespoke portraits not advertised on our site. Bespoke orders always receive extra consultation on composition and will be offered up to three final amendments.

Damaged artwork Every effort is taken to ensure your portrait arrives safely and on time. Artwork is carefully packaged to ensure safety in transit. In the unlikely event your item is lost or arrives damaged please email orders@tillyandblue.co.uk and let us know as soon as possible, and within 7 days. Please take photos of the damage and do not dispose of packing material as this may be required. Please return the item/s in their original packaging within 7 days of receipt and we will issue a full refund or replace your artwork. It is important to return items by tracked delivery as we cannot be held responsible for any items lost in transit.

Returns Artwork and frames are fragile items and should be opened with care. Please open and check your order upon receipt. Our Returns policy applies to the 7 day period, starting from the delivery date of your order. If more than 7 days has passed since your order has been delivered, we cannot offer you a refund or exchange. To be eligible for a return, your item must be returned to us, in the same condition that you received it. It must be in the original packaging.

If your painting is lost by the courier, we will send you a new art work at no charge.

Return shipping Customers are responsible for shipping costs for returning your item. Shipping costs are non-refundable.

Order cancellation Unfortunately, portrait orders cannot be cancelled once we have received your order and our artist has started work on your portrait. Cancellation fees will apply.

Return address Tilly & Blue, 17 Hoults Yard, Walker Road, Newcastle Upon Tyne NE6 1AB

How Tilly & Blue works

  • 1. Find a style you love

  • 2. Upload photos & order online

  • 3. Consultation by email

  • 4. View your portrait in 14 days

  • 5. Unwrap & hang up!

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  • The customer service was exceptional. We were kept informed every step of the way about our portrait and replies were prompt. Karen’s work was truly exemplar. She captured every tiny detail of Nanuq. Her passion, commitment and skill really shone through in her work. Could not have chosen a better artist. View this artist

    Deb, Somerset

  • Love the portrait of my two Lhasas. It’s captured their look and their personality exactly. How do they do that from just a still photo? I must also praise the customer service. There was a full discussion by email checking little details and I was able to ask, if they could draw Taffy’s ears a bit longer because the groomer had got a bit carried away. Would I recommend Tilly & Blue. ABSOLUTELY! View this artist

    Mari, Warwick

  • I have just opened the box  OMG it is amazing. Just wanted to thank you for the portrait of Tommy and Beabea it has such detail in the fur and eyes I was moved by the true likeness of their faces. This portrait is a Valentine’s present, I’m sure this will melt her heart. I’m so happy I found this website and will be recommending to all my friends. View this artist

    C.P., London

  • I really appreciate all of your help. The portrait looks beautiful. He is a much-loved dog so I know it will make the perfect gift. Your quick assistance and advice has been great. I won’t hesitate to recommend your service. View this artist

    Cheri, Glasgow

  • I absolutely love it! Really does them both justice and brought a tear to my eye. We can’t wait to hang it on our wall. Please tell Laura how much we love the picture. View this artist

    Joan, South Tyneside

  • Our beloved Mortimer was sadly killed by a car. I commissioned a portrait for my boyfriend to create a wonderful memory. Margaret captured his personality beautifully – I cried when I saw it, tears for loss we feel and happiness for the memory created. The portrait has pride of place in our home. Thank you for your excellent service. View this artist

    Sonia, Banbury

  • You have managed to make me cry and I wouldn’t normally like people who did that!! Thank you sincerely for the most amazing experience. The painting is just perfect! View this artist

    Paul, London

  • The painting came today and it is amazing. It’s better than I could have hoped for and captures the nature of each dog perfectly. I will certainly recommend, the service has been excellent too. View this artist

    Moira, Cheshire

  • We were given a Christmas gift voucher to get a portrait of our beloved King Charles Cavalier ‘Binky’. Absolutely delighted, it’s a perfect likeness. Asti caught Binky’s personality absolutely spot on! We will treasure forever. Would highly recommend. View this artist

    Michelle, Newcastle

  • I am delighted with Jaffa’s portrait, please pass on my thanks to Nicky. My husband is overjoyed with it. View this artist

    Elaine, Durham

  • I absolutely love them, she has done a fantastic job and both portraits are gorgeous. I’m really looking forward to receiving them! View this artist

    Megan, Derby

  • We absolutely loved our pet portrait of our gorgeous kitty. Margaret captured her likeness perfectly & we will treasure it forever. Love how Margaret was able to capture her blue eyes & her wonky coloured paw as well. It’s perfect! Gave this to my hubby for our first wedding anniversary. View this artist

    Angela, Aberdeen

  • We were looking for a modern painting of our rescue cat Asher. Louise has captured her so perfectly and we just love the texture of our portrait. View this artist

    Steve, Glasgow

  • I commissioned a portrait of Jasper for my daughter who was distraught after losing him in dreadful circumstances. She was in tears when she saw the portrait; the likeness was incredible and Asti captured his spirit beautifully. I cannot thank Tilly and Blue enough for their exceptional customer service. View this artist

    Jean, Corbridge

  • So glad I found this website. I wanted a painting of my friend’s pet for a special birthday gift. I am astounded at how good the painting is, My friend is over the moon. First class service and very patient with me when trying to send a photo of the pet. Can’t speak highly enough of the service. View this artist

    Donna, Cumbria

  • Had trouble with another company who couldn’t get Alfie right so I cancelled. Tilly and Blue were amazing and couldn’t have done anything any better. View this artist

    Julie, Nuneaton

  • Really friendly, helpful and efficient service! Very pleased with the finished graphite portrait of our two dogs.​ View this artist

    Nikki, Warwick

  • You’ve really captured Dexters cheeky personality and adorable character. Thank you so much.

    Lisa, Manchester

  • The painting really captured my cats beautiful colouring and serene nature. It’s amazing! View this artist

    Shirelle, London

  • I am absolutely over the moon with our portrait, which we won in June! Gatsby looks super cool, thank you. View this artist

    Rachel, Newcastle

  • 5 Star service! I ordered Emily’s painting for my husband’s birthday. So impressed with the service and the painting looks exactly like our dogs. View this artist

    Susan, Gateshead

  • Great personal service and a wonderful product. Delighted with the quality of our portrait. View this artist

    Dave, Edinburgh

  • Receiving our amazing portrait, has really helped us deal with losing Honey last month. Can’t believe how lifelike it is. View this artist

    Kelly, Oxford

  • Best Christmas present ever. A portrait of my gorgeous boy! Thanks so much I LOVE it!!

    Fiona, Sunderland

  • Amazing service. Took a couple of photos and produced a likeness that is so lively and life like it brought tears to the owners eyes. I can’t praise the company and the artist enough. View this artist

    Ed, Sussex

  • Amazingly lifelike and a fitting tribute to my beloved dog, Kenji. Utterly professional and fantastic quality would recommend to anyone. View this artist

    Martin, Middlesbrough

  • You have captured the essence, soul, and heart of my two girls. Thank you from the bottom of my heart it is without doubt THE best gift I have EVER had. View the artist

    Sarah, Tynemouth

  • Great isn’t the word. I couldn’t stop crying when I saw her. Thanks for an amazing service. View this artist

    Jay, Leicester

  • You’ve captured his likeness and lively spirit far better than any photograph could. View this artist

    Mark, Yorkshire

  • The picture has just arrived safely and it is beautiful, the preview you sent didn’t do it justice. It’s exquisite! Thank you to Margaret for her amazing talent of capturing Fergus and Seamus! View this artist

    Kate, East Sussex

  • Oh my goodness, Jack’s picture arrived today. Amazing service, amazing picture, thank you doesn’t come close. View this artist

    Clare, Cumbria

  • The care taken to understand what we were looking for and their customer service were outstanding. We all absolutely adore our portrait! View this artist

    Caroline, Newcastle

  • Thank you for the beautiful watercolour of my sister’s beloved rag doll cat. It made a wonderful birthday present which my sister ‘adores’. The company took great care to ensure the best likeness. View this artist

    Tessa, Bath

  • I cried; Ruth has captured Pablo perfectly. We’re getting our new puppy pug in September and I will be coming back to you! View this artist

    Tory, Dorchester

  • Oh my lord. Absolutely perfect!! I can’t believe how true and perfect it is, thank you so so much! I’m blown away by the level of service and communication I’ve had. View this artist

    Frankie, Chesterfield

  • I got very emotional when I saw our gorgeous portrait, absolutely love it! Words can’t say thank you enough. View this artist

    Susan, Hampshire

  • I waited so long to commission a portrait of Charlie after he passed away, and searched long and hard before I found someone that could do him justice. So much better than I could ask for! View this artist

    Toni, Essex