Frequently asked questions

Natural daylight, your horse’s face clearly visible, ears forward and markings easy to see. Avoid headcollars over markings and fences across the face where you can. Please send the original, high-resolution file rather than a screenshot — at least 1000 pixels on the shortest side.

At the moment each portrait features one horse or pony. If you’d like portraits of several horses, you can add one to your basket for each.

Yes, of course. A portrait can be a lovely way to remember a horse you’ve lost. Older photos are often lower in quality, so we’ll look at yours carefully; if we don’t feel we can do them justice, we’ll tell you gently and honestly before going any further.

Every portrait is checked by a person against your photo before printing — coat colour and pattern, face markings, socks, mane and forelock colour, distinctive features and breed-appropriate proportions. You can also add notes, such as “please keep his white sock on the near hind”.

If the portrait doesn’t capture your horse’s likeness, we’ll rework it. Just tell us what isn’t right.

Portraits are created from your photo using digital image tools, in the style you choose. A person then checks every portrait against your original photo for likeness before it’s approved and, for prints, sent to print. We don’t offer instant previews.

If the portrait doesn’t capture your horse’s likeness, we’ll rework it. Rework covers likeness — markings, colouring, proportions — rather than changes of mind about style or setting after ordering.

A digital portrait (£19) is a high-resolution file you download — nothing is posted. Printed options are an A4 unframed print, 21 × 29.7 cm (£29); an A3 unframed print, 29.7 × 42 cm (£39); and an A3 framed print (£69), with frame details to be confirmed with our print partner. Prices are provisional.

Not at the moment — we deliver printed portraits to UK addresses only. Digital portraits can be downloaded anywhere.

We’ll publish our Christmas ordering cut-off dates as soon as our print partner confirms them. Until then, we can’t promise a delivery date.

We’re sorry if that happens. Please contact us within [14 — to be confirmed] days of delivery with your order reference and photos of the damage and packaging, and we’ll put it right.

Because each portrait is personalised to your horse, the usual 14-day change-of-mind cancellation right generally doesn’t apply. Your rights for faulty or damaged items are not affected.

Your photo is kept in private storage that is never publicly accessible. Only authorised Saddle & Story staff and the providers who need it to create or print your portrait can view it, through short-lived secure links. We never use it in marketing without your separate, explicit permission.

Our retention period is being finalised [to be confirmed]. You can ask us to delete your photo at any time.

Contact us with your order reference and we’ll delete your photo and any personal data we’re not legally required to keep.