Help and policies

One clear, front-facing photo in good light is the minimum. A side view and any photo showing distinctive markings help a lot. Older, faded or scanned photos are fine — send what you have and we will tell you honestly what can be reproduced.

The queue, the making time and shipping are three separate waits and we quote all three before you pay. Current queue and making estimates are shown on each product page; shipping is typically 10–15 business days for standard service.

It will be a recognisable, hand-made interpretation — not a replica. Wool has a different texture from fur, we cannot reproduce glossy coats, colours vary between screens, and smaller pieces hold fewer fine details. We work from one main reference angle and that angle cannot be changed once making has started.

Before making starts, usually yes. Once the piece is on the bench the main angle is fixed, because the whole form is built around it. Tell us early if you are unsure which photo to use.

Yes — adjustments within the agreed design are included. We photograph the finished piece and you can ask for changes before it ships. New requests (a different pose, a different pet, a different size) are treated as a new commission and re-quoted.

In many cases yes. Contact us before ordering and we will confirm the current process and the mailing address. Fur is incorporated before making begins, so it must arrive first.

Shipping is calculated at checkout by destination. Import duties and taxes are the recipient's responsibility and are not included in the item price or shipping cost.

Photograph the packaging and the piece and contact us straight away. Because every order is made specifically for you, custom pieces are not returnable for a change of mind — but a genuine production fault or transit damage is our problem to resolve, not yours.