FAQs
Placing An Order
How does this work?
Before you can add an illustration order to cart, you will be asked to upload a photo for us to work from. Simply click on “choose file” and upload the photo you would like illustrated.
Is my photo good enough for the illustration?
We are more than happy to work from any photo (i.e. old photos, photos of photos, cropped photos, screenshots etc). However, we ask that you ensure the photo is of reasonable quality (i.e. in focus and not dimly-lit) as this is ultimately what the illustration is based on, and may affect the quality of the illustration. Should the photo you submit not be reasonably feasible for the illustrator to work from, we will contact you via email to reach an agreeable solution. Conversely, if you have a favourite photo but are concerned that it may be of a low quality, please get in touch with us and we will be happy to work out a solution for you.
Can I include my pet in the family portrait?
Of course you can! Please note that they count towards the total number of people, so remember to include them as an additional “person” when submitting your order.
Can I combine people from more than one photo for my illustration?
Yes absolutely! Combining people from different photos is a great way to include loved ones who have passed or for having long-distance loved ones in your illustration.
Please use the 'notes' section available after uploading your photo to inform us of your request. Then, email us the second photo to hello@gooseandpebble.com, along with your order number. Only submit photos taken from a similar angle to ensure seamless merging in your illustration. Please note that we will not be changing the posture of the person(s) to be illustrated, so kindly check before submitting your photos.
Can I order a gift and send it directly to the recipient?
Of course you can! We think your order will make their day! All you have to do is fill out the recipient’s name and address in the Shipping Details section at checkout. Please make sure to add your own contact details under the Billing Details section so that we can send the tracking information and proof of purchase to your email.
Rest assured we never include any pricing or physical receipts inside our parcels, however, on international shipping labels, we are required to declare the value of the parcel.
Product Enquiries
Are these hand-drawn?
Absolutely! We understand how valid this question is in today's digital age, but we are proud that every portrait we sell is drawn by hand, then printed onto acid-free and archival paper. We believe that this is the best way to portray your loved ones - one brushstroke at a time.
Do you sell gift cards?
Yes we do! Know someone who will love our work? We offer gift cards in denominations of $100, $150 and $200.
Do you offer gift wrap?
We are unable to offer gift wrapping services at this time.
Do you offer coloured illustrations?
We have consciously chosen not to include coloured illustrations in our product offerings at this time as the black-and-white style is our Goose & Pebble signature look. Our focus on the black-and-white minimalistic look enables us to provide a consistent and authentic visual experience that our valued customers have come to cherish.
Shipping
Where do you ship to?
We ship to Australia, Canada, China, Hong Kong SAR, India, Indonesia, Japan, Macao SAR, Malaysia, New Zealand, Philippines, Singapore, South Korea, Switzerland, Taiwan, Thailand, United Kingdom, USA and Vietnam.
Would you love to have your country listed? Please let us know and we will see what we can do!
How long does shipping take?
Domestic
For orders within Australia, please allow 2-5 business days for delivery to metropolitan areas, and 3-11 business days for delivery to regional areas (including WA and NT) after your order has shipped.
International
For International orders, note that delivery timeframes vary depending on your location, and can take between 2 to 6 weeks to arrive. Please note that even with these estimates, transit times may vary due to customs delays.
*Please note that we do not offer Express Shipping at this time.
How much does shipping cost?
Within Australia:
A4 Print
Delivery is available Australia-wide with tracking, for a flat rate of $10.
Frames
Delivery is available Australia-wide with tracking, for a flat rate of $15.
New Zealand:
A4 Print and Frames
We offer delivery to New Zealand with tracking, for a flat rate of $15.
Rest of the World:
A4 Print
International delivery is available with tracking, for a flat rate of $15.
Frames
International delivery is available with tracking, for a flat rate of $25.
Receiving Your Order
I have not received my Order Confirmation email.
Please check your spam or junk folder, as occasionally our emails get filtered there. If you still cannot locate the Order Confirmation email after 12 hours of placing your order, kindly reach out to us at hello@gooseandpebble.com and we will assist you in resolving this issue.
I have not received my digital illustration.
When your illustration is complete and ready for proofing, you will be notified by email. Please be sure to head to YOUR ORDER on our website to approve or request changes to your illustration, as your approval is required before the final delivery of your product.
If you have given your approval and not received your digital illustration in your email inbox within the next 24 hours, kindly check your spam or junk folder, as occasionally our emails get filtered there.
If you have not received any email notifying you that your illustration is complete and ready for proofing, please be patient as we are in the midst of working on your illustration.
Should you have any reason to be concerned, please reach out to us at hello@gooseandpebble.com.
How can I view my illustration when it is completed?
You will receive an email to inform you when your illustration is complete and ready for proofing. Please head to YOUR ORDER to approve of or request changes to your illustration (within 72 hours). Kindly note that your approval is required before the final delivery of your product.
In the event that no response has been received within the allotted time frame, Goose & Pebble reserves the right to close the order.
How will I receive my digital file illustration?
Your illustration will be sent to your email as a high-quality JPEG file (300dpi). The PDF version of your illustration is also available upon request.
Our canvases are sized at A3, allowing for you to print them in many popular sizes such as A5, A4, and A3 while maintaining sharpness and quality. This gives you plenty of flexibility in terms of choosing the size that best suits your purpose. However, should you require a size larger than A3, please do not hesitate to make a request to us via the notes section at checkout.
I placed an order for a print/framed print. Will I still receive the illustration as a digital file?
Yes, of course! When you place an order for a physical product with Goose & Pebble, you will still receive the illustration as a digital file. We ensure that our customers can enjoy the convenience and flexibility of having both a physical print and a digital version of their bespoke illustration.
This digital file will be sent to your email as a high-quality JPEG file (300dpi).
What is your turnaround time?
We are a small team and we make it a priority to fulfil all orders as quickly as possible. Our current turnaround time is 4-7 days, with the option for you to rush your order and receive your proof within 24-48 hours. Please note that this time can increase during peak seasons (though we will always do our best to update turnaround times on the website), so we really appreciate your understanding!
In the unfortunate event that an ordered item is not in stock, or we are unable to fulfil your order, we will let you know a revised turnaround time as soon as possible.
Please note that turnaround time does not include shipping time.
When can I expect my order to arrive?
Digital Illustrations: For standard orders, you should expect to receive a request to proof your illustration within 4-7 days. For fast orders, you should expect to receive a request to proof your illustration within 24-48 hours. Once you have submitted approval of your proof, you can expect the digital illustration in your email inbox within 24 hours.
Print and Frames:
Domestic
For orders within Australia, please allow 2-5 business days for delivery to metropolitan areas, and 3-11 business days for delivery to regional areas (including WA and NT) after your order has shipped.
International
For International orders, note that delivery timeframes vary depending on your location, and can take between 2 to 6 weeks to arrive. Please note that even with these estimates, transit times may vary due to customs delays.
*Please note that we do not offer Express Shipping at this time.
Returns/Changes to Order
Can I cancel my order?
As per our refund policy, given that our products are customised, we do not offer refunds, returns, or change-of-mind cancellations. All purchases are final. We kindly ask that you consider your purchase and check all order details before checking out with us.
Can I return my order and get a refund?
As per our refund policy, given that our products are customised, we do not offer refunds, returns, or change-of-mind cancellations. All purchases are final. In the event that you are not satisfied with your proof, please reach out to us within 72 hours of receiving it and we will be committed to working with you to ensure that the final product is one you are satisfied with.
What if my order is damaged on arrival?
Each order has been lovingly packed with care, ensuring the protection of your prints and frames during transit. In the unfortunate event of any damage, please contact us immediately, providing us with your order number and a photo of the damage. Damaged items must be reported to us within three days of your order being marked as ‘delivered’ on tracking. We will then evaluate the issue and either offer a replacement of the product or a refund of the product (print/frame) and shipping only (you will still bear the price of the illustration cost).
I’ve made a mistake with the number of people I want illustrated.
Please reach out to hello@gooseandpebble.com within 24 hours of placing your order so that we can rectify the change and inform the illustrator as soon as possible. Kindly remember to include a photo of the additional person you want illustrated in your email. You will be asked to pay the outstanding amount before your illustration gets delivered to you.
Do I have to pay customs fees, duties or taxes?
Goose & Pebble is not responsible for any customs fees, duties or taxes incurred on international shipments as these are the sole responsibility of the recipient. Should you require further information about your country’s laws on taxes and duties, please contact your local customs or relevant authorities directly.